"Customers First"

Customer Service Plan

Northwest's Customer Service Program Sets New Standards for Service and Commitment to Customers. All plans were fully implemented on December 15, 1999.

Commitments

1. Offer the Lowest Fare

2. Notification of Known Delays, Cancellations and Diversions

3. On-Time Baggage Delivery

4. Increase Baggage Liability Limits

5. Cancel Reservations

6. Ticket Refunds

7. Accommodate Passengers with Disabilities and Special Needs

8. Meet Customers' Essential Needs during long delays

9. Handle "Bumped" Passengers with Fairness and Consistency

10. Disclose Travel Itinerary, Cancellation Policies, Frequent Flyer Rules, and Aircraft Configuration

11. Ensure Customers First Standards from Code Share Partners

12. Respond to customer complaints

Portions of this plan, as appropriate, will be included in Northwest Airlines' contract of carriage.

Attachments

1. Pilots Policy Bulletin

2. Unaccompanied Minors Brochure
   (as contained on nwa.com)

3. Air Travel for People with Disabilities Brochure
   (as contained on nwa.com)

4. WorldPerks Members Guide
   (as contained on nwa.com)

5. Code Share Sample Letter