Ask a QuestionFlight Delays and Cancellations
Air traffic congestion, severe weather, mechanical difficulties, or even crew shortages can cause delays. Northwest is committed to on-time operations and has developed systems and procedures to minimize delays within our control. Occasionally it becomes necessary to cancel flights. If this occurs well in advance of departure, we'll contact you about other flights options. If you're already at the airports, this is what you can expect from us:
Northwest will keep you informed
Our streamlined way of communicating to our work groups ensures you get accurate, timely, and clear information about delayed or canceled flights.
- Before Boarding the Aircraft
If your flight is delayed or canceled before boarding, the information will be promptly posted on the airport and gate display monitors. Our agents will make announcements at the gate at 15 minute-intervals on status of the delay or in the case of a canceled flight, instructions for customers.
- On-Board Departing Flights
If, after five minutes from the scheduled departure time your flight has not left the gate, the pilot will inform you of the reason for and the anticipated length of the delay. Updated status announcements will then be made at 15-minute intervals to keep you informed of progress toward a departure time.
- Taxi-Out Delays
If an aircraft is delayed due to weather or air traffic during "taxi-out" for departure, the captain will coordinate with Northwest's System Operations Control and the local station to determine whether to continue holding for take-off (remain in line, or return to a gate or designated deplaning area. In the unlikely event the taxi-out delay reaches three hours, the station will initiate a plan for an immediate return to the gate. Status announcements will be made at 15-minute intervals.
- On-Board Arriving Flights
Northwest ensures that our customers can be safely moved from arriving aircraft without undue delay with our "Event Recovery Plan." The pilot activates this plan when the aircraft has not reached a gate one hour after landing. Progress to the terminal is reported to you at 15-minute intervals.
Northwest will provide you with a service recovery packet
In certain delayed or canceled flight situations, Northwest will provide customers with a service recovery packet that includes a discount certificate for future travel.
Packets for Travelers on Domestic Flights Contain:
- An amenity coupon with a choice of Northwest WorldPerks mileage or a snack on board the aircraft.
- A Discount Travel Certificate valid toward the purchase of future travel.
If Northwest Airlines is responsible for a cancellation or a delay exceeding four hours, the domestic amenity coupon value for WorldPerks Bonus Miles is 1,000.
Packets for Travelers on International Flights Contain:
- An international phone card entitling the customer to a phone call of approximately five minutes (time may vary depending on the country the customer is calling).
- A higher value amenity coupon with a choice of Northwest WorldPerks mileage, a meal in the airport, or a beverage or headset on board the aircraft.
- A Discount Travel Certificate valid toward the purchase of future travel.
If Northwest Airlines is responsible for a significant delay exceeding 12 hours (where the flight still operates), service recovery compensation is increased.
Northwest will assist you with overnight accommodations:
If we're responsible for canceling a flight and are unable to accommodate a delayed customer on the same days/he was scheduled for departure and overnight accommodations are required, we'll make every effort to provide, at Northwest's expense, hotel accommodations near the airport and a voucher for meals.
If delayed or canceled flights are due to circumstances beyond Northwest's control, such as severe weather, air traffic control decisions or natural disasters, Northwest will make every effort to offer discounted hotel accommodations for all customers. The expense for these accommodations will remain the responsibility of each customer.
