Flight Delays and Cancellations

Northwest is committed to on-time operations and has developed systems and procedures to 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 flight options.  If you're already at the airport, 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 easy to understand information about the delayed or canceled flight.

• Before Boarding the Aircraft

  If your flight is delayed or canceled before boarding, the information will be promptly posted on the airport and the gate display monitors. Our agents will make announcements over the gate public address system at 15 minute-intervals to advise you of the 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 or not 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.

• 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.

• Long Delay

  In addition to the above, Northwest will provide snacks to customers in need when a flight experiences a long delay, as defined here (i.e. in excess of three hours outbound or in excess of one hour inbound).

  Northwest is supplying its fleet with emergency snack kits containing a limited supply of high-energy bars or granola bars, which will be provided, on request, during a long delay. Northwest is also making arrangements with caterers at all airports to truck snacks (e.g. peanuts, crackers) to aircraft engaged in a long delay if the emergency snack kit is insufficient.

Northwest Will Provide You with a Service Recovery Packet

In certain delayed (>2 hours) or cancelled flight situations, Northwest will provide customers with a Service Recovery Packet to help you with phone calls and meals while you wait, plus a discount certificate.

Packets for Travelers on Domestic Flights Contain:

• A phone card entitling the customer to a phone call of approximately five minutes.
• An amenity coupon with a choice of Northwest WorldPerks mileage or a beverage or headset on board the aircraft.
• A Travel Discount 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 1000 and a meal up to $10 will be offered.

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 Travel Discount 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 day they were 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 (flood, earthquakes, tornadoes, fire, etc.), Northwest Airlines will make every effort to offer discounted hotel accommodations for all customers. The expense for these accommodations will remain the responsibility of each customer.

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