This comment is pertain to flight NW25, flying from NRT to BKK on Sep 1st, 2009. The plan we flew from NRT to BKK was an old domestic plan (a 757 instead of an Airbus, stated in the itinerary when we purchased)! The business class seat has very little recline, no leg rest and no TV! Even the wine served with the meal did not have all that listed on the menu. This, to me, is considered to be unacceptable. NWA took advantage of customers and we had no way of knowing it before hand.
We (my wife and I) chose NW over EVAR to fly from BKK to SFO via NRT because we were reassured that the seat is a new capsule seat already, for all flights now from BKK to SFO. The airefare is of course more expensive with NW. And we ran into this. It is totally unacceptable. One of the flight attendance tried to offer me a bottle of wine as an apology gift, but to me, that was not enough an apology NW should do.
There were more stories that actually began before NRT. The flight from SFO to NRT was to be 5 hours delay in departure so we were told to fly JAL instead. That was after we carried all 4 checked luggage down from the carriages. Your NW staff gave us vouchers and asked us to walk to JAL counter which was 4 aisles away. We did, and when greeted by JAL staff, we again unloaded our luggage and even weight them all. Then JAL staff informed us that the vouchers given by NW staff were not correct and we had to walk all the way back to NW counter again! (no other way, she said). When I walked back to NW counter (with some sweating now) to meet with the same staff who gave me those vouchers earlier, she whispered to her colleagues "I screwed up". One of the NW senior staff came to help issuing new vouchers and again ask us to walk back all the way to JAL counter. We got the boarding pass finally, but only from SFO to NRT. We had to go get a Boarding pass from NRT to BKK at NRT.
JAL flight was very pleasant. The seats were new capsule seats and flat with all the gears you supposed to have in a business class. The food and wine were also excellent.
Hell began again when we landed in NRT. There was on NW staff (woman, Japanese) who stood just outside the tunnel when we walked out the plan and asked that anyone who will connect NW flight to wait there with her, that she will escort us to a different terminal (Terminal 1). We had to wait for almost 30 minutes before all (or most) NW passenger to come out, from all classes. When she started to lead all of us (about 40-50 of us) to the shuttle, she realized (by way of one of the security staff stopped her) that all of us had to go through security check which located right there where we were standing and waiting for all customers. By that time, the security check point was full with passengers and all 50 of us had to go stand in line to go through security check at that gate! Hell didn't stop here, after we got through security, that same woman asked us to wait for everyone AGAIN! Another 30 minutes have passed and not all of the NW passengers came through security yet. Many of the passengers who already gone through and have been waiting for a while began to get annoyed and angry. At the end I saw her trying to negotiate with one passenger to come through security and that conversation went on for a long time so I walked to her and said that if we didn't get to go now, I would suit you and your company. So then we went onto the shuttle. When we arrived at the connection counter at Terminal 1, there were 3 staffs on duty and already being occupied by other customers. So all 50 of us had to wait in line.
I didn't understand why we had to wait for the whole group. This is not a "group tour". Why can't each of the passenger be informed to take shuttle to Terminal 1 and redeem the boarding pass, so whoever come out first or be ready first can gradually head over there and get it done and over with.
All these pathetic stories together with an unacceptable change of plan from NRT to BKK are horrible experiences for us. The plan issue is more than just horrible. It is not right by any mean.
I have a medical condition called chronic perineal pain which made me unable to withstand prolonged upright sitting. It causes severe pain. So any flight longer than 2 hours, I would have to fly business class, and will always make sure that the seat can be reclined flat or almost flat. I was willing to pay more (had to) to make sure I can fly without my medical condition being affected.
Here I was, was forced to sit for 6 hours in the seat we did not expect to be in, certainly not the ones we were paying for, and it caused severe pain to me all the way.
This story will not stop here. Every traveler should know and be aware of this.