"Customers First" Customer Guide

A Letter from Douglas Steenland, President and Chief Executive Officer

Welcome to the fourth edition of the Northwest Airlines Customer Guide. This guide has been developed for you to help make your travel experience with Northwest Airlines easier, more understandable, and more enjoyable. It is the sincere desire of all of our Northwest people to serve your travel needs in a helpful, timely and reasonable manner.

We understand that you expect us to provide safe transportation, that you rely on us to maintain the schedule we offer you, and that we treat you in a fair, courteous and prompt manner. At Northwest Airlines we take our commitment to serving you very seriously.

This Customer Guide is part of our Customers First service program. We've built the program on the 12 customer service commitments listed below, in addition to commitments outlined in the McCain Bill. You have my pledge that meeting those commitments is a top priority at Northwest Airlines, and when we fail to do so we will recover for you as quickly and conveniently as possible.

You'll find that the Customer Guide has been arranged in an easy to follow format starting with a section on making reservations and purchasing tickets and explaining each step of a typical travel experience with examples of what may occur in not so typical circumstances.

At each step in the travel process we want you to understand what you can expect from Northwest Airlines, how and where you can obtain more information from us, some tips on ways you can make your travel go smoothly, and finally what you can do should our services not meet your expectations.

We're interested in hearing from you and having your help in making future editions of the Customer Guide fit your needs. Please use the Talk to Us form to tell us what you think and please let us know when we fail to meet your expectations. We look forward to hearing from you.

Best wishes for a good trip!

Northwest's Customer Service Program Sets New Standards for Service and Commitment to Customers.

Table Of Contents

1. "Customers First" Customer Service Commitments

2. Customer Reminders

3. Making Reservations, Purchasing Tickets and Special Requests

4. At the Airport

5. At the Gate

6. Takeoff and In-Flight

7. Flight Delays and Cancellations

8. Connecting Flights

9. Arriving at Your Destination

10. Northwest Partner Airlines

11. WorldPerks Program

12. Contacting Northwest

The Customer Service Commitments have been incorporated in Northwest Airlines' contract of carriage.