"Customers First" Customer Guide

A Letter from Edward Bastian, President and Chief Executive Officer

Welcome to Northwest Airlines and thank you for choosing to fly with us. Our goal, now and for the future, is to be your preferred provider of air travel services whenever and wherever you fly. This Customer Guide is designed to help make your travel experience easier and more enjoyable.

The Guide is part of our Customers First service program, a series of 12 customer service commitments that are listed on the following pages. On behalf of all of us at NWA, you have my pledge that we will do our very best -- every day and in every way -- to meet these commitments.

Our Customer Guide has been arranged in an easy-to-follow format and features tips and explanations for each step of a typical travel experience as well as examples of what may occur in not-so-typical circumstances.

Throughout, our goal for this Guide is to help you understand what you can expect from us at each step in the travel process, how and where you can obtain more information from us, and how to contact us if you have concerns about our service or operations. We will work hard to provide superior service, but when we fail to do so, be assured that we will work even harder to make things right for you as quickly and conveniently as possible.

Safety. Reliability. Comfort. Fairness. Courtesy. Honesty. These promises are what you should expect of any airline and they are the cornerstones of our commitment to you.

Thank you for giving us the opportunity to serve you; when you fly with Northwest Airlines, you're traveling with the best team of aviation professionals anywhere in the world.

Have a great 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. Checking In
5. At the Gate
6. Takeoff and In-Flight
7. Flight Delays and Cancellations
8. Connections and Destinations
9. SkyMiles Program
10. Contacting Northwest

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