Northwest Airlines Review

My name is Lorna Quitugua,  My Family and I arranged for my parents to vacation and visit with families in the US.  They were traveling from Guam.  Departing Guam 7-14-09 and arriving 7-15-09.  Flight route was Guam - Hawaii - Seattle round trip a total of $ 3,451.12. FLT 2 Guam then FLT 626.  Guam to Hawaii was 7hr 25min flight with with lay over in Hawaii of 4hrs 30min.  My mom is 68 Dad is 75yrs old.

They boarded the plane and mom asked if dad could sit next to her because she was not feeling well  and stress she will feel allot better if dad sits next to her.  She had body aches due to arthritis.  She then was escorted out the plane with dad and was directed to security and the police. 

My nephew  whom is my sister son who resides in Hawaii was contacted by the police in to come get them.  My parents did not want to leave the plane but were escorted out.  They tried to go back to ticket counter fix the situation to getting there flight to Seattle.  They were told that she will need a doctors note faxed to Northwest or pay $550 and they could fly out.  Dad called my brother in Guam tell him what was going on since he helped them with the arrangements of the tickets and purchase.    

I was a long and frustrating for them so they left with my nephew to his home and he had to take the day off work the next day to help with grand parents trip to Seattle Washington.  Seeing how tired and frustrated they were.

It is a long flight and when one says I am not feeling well it could be a head ache but does not give the right for flight attendants to escort passengers out the plane.  My mom did not say she was having chest discomfort or any heart complication.  She only indicated she wanted dad to sit with her more for security than her aches and pain. 

My Californian sister called the airlines trying to rectify the problem only to find out that she was told the same thing.  She then asked for the supervisor and she was told that they would have to come up with a doctors note.  She tired to explain that my parents does not live in Hawaii and that was not possible and with the time difference in Guam it was not possible at the time. 

My sister then contacted Continental airlines and they were helpful and said they will have them on the flight for this evening 7/15/09 with no penalty charge and arrive on the 17th. Since they did not change their flights but rather escorted out but in reality they were thrown out. 

I took the day off today to pick them up this morning only to find out that they could not leave.  So I have to take another day off tomorrow's to pick them up.  We are all excited to see my parents. 

This evening they got ready check in again in Hawaii and they were told that they needed a doctors note or pay a penalty of $150 each then they could fly.  By this time mom was in tears and dad trying to convey that they did not change their flights they were taken off the plane.  we are amazed and disbelief that the treatments of Northwest Airlines.  They paid the $150.00  because they did not want to go through the whole ordeal.

It is sad that they will have to travel back the same route only this time I will have to save up to pay my round trip ticket to Guam just to escort them back.

I am deeply sadden what my parents had to go though this.  It is so unfair.  My sister my nephew my brother and myself have all been trying to connect with each other and the airlines  with making sure that they were seated together and actually flying to the great Northwest. 

What ever happen to great customer service years ago flying.