RE: Flight NW1126 I'm writing this letter to inform you of all the problems we encountered while traveling with your airline. My husband, Wade, ordered 4 tickets (via Orbitz) for my daughter, Sarah, my son-in-law Mike, himself, and me 2 months before this flight. The intent of our trip was to visit my husband's relatives in Pennsylvania, have a 4-generation picture taken, and tour the Harley Davidson plant in York. This tour was required for Wade to get a better insight on his job for promotions. Sarah and Mike & their baby had planned on visiting Mike's relatives. These were “assigned seats” (19A, 19B, 19D, 19E), which we assumed meant reserved. When we arrived at the airport, we checked on the board for our Gate number. It was E65. We had to do this each time we arrived at the airports, as our boarding pass said to “check monitors” or the gate #'s were changed. As was in the case when we initially arrived, there was no agent at our gate, no sign or anything. We went to Gate E67 and learned that is where our plane was departing from. At that time Wade was told we did not have reserved seats and there was nothing she could do about it, so my husband and I were scattered (8A, 6E, 10E, 11E). Wade informed the rather impersonal lady this was not acceptable, since Sarah is partially disabled and our plan was to be close to her to help with the baby. She told me that those ASSIGNMENTS were really “only requests” and she could do nothing about it. It was quite obvious, no attempt was made to satisfy us. Needless to say, this upset us, as this is not how we had planned our trip to be. We departed on time (1:40 p.m.) & arrived in Detroit (3:51) on time. Our flight out of Detroit was scheduled to leave at 5:26 p.m. At 4:30 an announcement was made that this flight was delayed (NO REASON GIVEN) until 6:00 P.M. At 5:00 another announcement was made that it was delayed until 6:30 P.M. This went on until 7:30 at which time an announcement was made that ( I quote) “the plane was enroute from Buffalo & due to arrive at 9:09 P.M. and we would begin boarding at 9:00 P.M.” Yes, that is correct! How can you board a plane that is not there? After a bunch of groans from the passengers to board, she corrected herself about 5 minutes later. Then the next announcement came at 8:30 P.M., she announced the flight was cancelled!! How distrustful & unprofessional!! Then she went on to say that there was another flight due to leave shortly & that if we hurried down to that Gate (which was on the other side of the airport!!) we could catch that one. Many, many people ran (literally) ¼ mile to that Gate. Sarah is physically handicapped and cannot run. So her and Mike hurried to the train while Wade and I ran. Once we arrived we observed the line there was quite lengthy. After standing in line for at least 15 minutes, the agent announced that “if there is anyone in line from flight 1144 to Baltimore that she doesn't know why the other agent sent us down there, because they are overbooked and have people on hold. Great!! So either she was also not telling the truth or your airline has a huge communication problem! She offers NO other assistance or information whatsoever as to what to do now. So we thought we could possibly fly to Philadelphia airport. Mike ran to a Gate and asked if there was room, their reply was, yes, but you only got 5 minutes. An announcement was made calling our name; I ran up to the nearest NW Gate and asked if that was indeed for us. The agent calls to that Gate and can't get through, so she tells me to run down there, another 1/8 mile!! Needless to say, by the time I got there it was too late! Now what do we do? NO ASSISTANCE WHATSOEVER! So we ask others around us, and they say there is a certain gate to go to for assistance if your flight is cancelled. Unfortunately, this is at least 1/8 mile back from where we came from. Again, my handicapped daughter manages to get to the train to meet us. My husband and I hurried over there and stood in that line for 1-1/2 hours!! There was another one of your flights cancelled due to mechanical failure! When we finally got to the front of that line we were told the next flight out to Baltimore was at 5 P.M. the next evening (Friday). Had we taken that flight we may as well have gone back home! We only had 2 days to spend with our aging relatives and 1 was already gone!! Furthermore, we had appointment to have professional pictures taken the next day. We already had to cancel our tour to Harley Davidson in York. Our only other option given was to take a flight out to Atlanta at 7:09 A.M. and then again departing to Baltimore at 10:30 A.M. We were also told that our luggage went to Baltimore even though we were stranded in Detroit! Something needs to be done about that! Our luggage should remain with us! That is our property! Your duty is to get us and our luggage from destination A to B on the times and days you state. As your motto states, “you will provide on-time, reliable and convenient service”. HAHA Your agent mentioned nothing to us about food, shelter, the necessities, so my husband asked. He was handed a card with a 1-800 number circled on and the agent said “call this”. I was certainly surprised to learn that we had to pay and call for our own shelter! How degrading can you get?! Here we had an infant with 3 diapers left as we are limited as to the carry-ons allowed. I don't think I need to describe to you the feeling of sleeping in your clothes and flying a good part of the next day in the same clothes after we were perspiring from running back and forth in the airport! I have to admit, we were very satisfied with our Delta flight 538 from Atlanta to Baltimore. The stewardess was very friendly and we EVEN were given a snack on the plane...FOOD, a necessity, something we hadn't had in hours!! After we arrived in Baltimore we had to hurry for our photo appointment, and it's rush hour!! Very stressful to say the least! This was NOT planned this way! Again to remind you we had ONE day to spend with our relatives. This opportunity CANNOT be given back! Your airline has caused us a tremendous amount of mental anguish! On Sunday morning we had to scurry around to find the correct Gate AGAIN, we got on the plane only to listen to ANOTHER announcement that the flight was going to be delayed for 1 to 1-1-/2 hours due to mechanical failure with the luggage compartment. We had exactly that much time between our next flight to leave out of Detroit!! Still MORE mental anguish! Remind you we have an infant and a handicapped person with us! After ½ hour another announcement was made they were ready to leave. Yet, your notes sent after the airport state the flight left on time. Again, how distrustful! Shame on you! After the flight was enroute another announcement was made to let the international passengers out of their seats first as there was only one flight for them. Unfortunately, we could not do this, because of my handicapped daughter. As my daughter was entering the airport from the ramp, she was tripped by one of the international people racing to get to their plane. As a result, my daughter fell to the ground. I noticed one of your own employees standing nearby but never offered any assistance. Luckily, my daughter was not seriously injured or we definitely would have taken legal action! Then after our arrival in Milwaukee, we discovered only 4 of our 5 pieces of luggage were there. The 5th piece was due to arrive on next flight, so we were told. I certainly was not going to believe that considering how many other times we were not told the truth. I don't understand why there is a limit on luggage you can bring on the plane when it doesn't arrive on the same plane with you anyway! That is senseless! After conversing with many people enroute and after our trip, we've learned a lot of terrible things regarding the services of your airline. You are well known for your equipment breaking down, being distrustful, having a shortage of pilots, one of a few airlines not feeding your passengers, and even learned of a Northworst website! We are and will continue to share our “pleasant” experience with all of our many friends. Thus far, they are in “awe” when we tell them. Also, I ask that you change your “Customers First” policy as it is not truthful. We were NOT notified in a timely manner of our cancellation! If this was indeed cancelled due to weather conditions, which we do not believe, as one of your mechanics told us the plane had mechanical problems and then when it was dust taped together it started to snow so fast and then it was cancelled. If you would maintain your equipment properly, you would not have to use the weather as an excuse. We should have been notified sooner so that we could have found alternate travel. Rather, you chose to satisfy your own pocketbook. We definitely were not customer first in any of our travel!! We were NOT given clear and concise statements of how we should have been accommodated during our delay and after our cancellation. We informed the agent of Sarah's handicapped and was not given the opportunity to get on and off plane first. Our essential needs were DEFINITELY NOT met! NO food was provided! Only water and restrooms were provided by the airport and motel which was paid by us. In conclusion we paid full price to go from point A to Point B and return ON TIME. The problems in between are YOURS, not ours! If you weren't in such a financial bind, you would have back-up planes & pilots to provide the service you offer! An occasional problem or delay is acceptable. But when it's as abundant as yours causing it to ruin our whole trip, cost extra money, create stress, is uncalled for. EVERY ONE of your flights had one or more problems each, and every one of your airline personal consistently gave us false information. This is not what we paid for! It took 26 hours to go somewhere we could have driven in 16, and if I give you back the 5 hours we slept in our motel room we had to pay for since you graciously did not provide one, it only took 19 hours to get there. We did not get what we paid for... on-time, reliable and convenient service. A full refund would definitely be acceptable! Or a voucher for any OTHER airline as we DEFINITELY will NEVER fly NWA again! I end with you have the power to make it right, so the ball is in your court.