Here's the text of their letter:
October 26, 1993
Ms. Helen Rose (my address deleted)
Dear Ms Rose:
Thank you for writing about our non-stop service between Boston and Seattle/Tacoma.
Ms. Rose, I regret your disappointment regarding our choice of aircraft, particularly in light of the fact that the A-320 fleet has achieved the second highest dispatch reliability in our fleet. Although the pilot is still the manager of the airplane in either case, I would like to clarify that both the 757 and A-320 aircraft are managed by computer.
Thank you, again, for sharing your views. I hope that you will allow us the privilege of serving your future travel needs.
Sincerely,
(name deleted)
Supervisor, Customer Relations
My comments:
Considering NW's fleet consists of: 747-200s, 747-400s, 727-200s,
DC-9s (10s, 15s, 30s, 50s), MD-80s, 757s, A-320s, and DC-10s.
Is the rest of their fleet that decrepit that the the A320 has the second highest fleet dispatch reliability? Note that they didn't mention where the 757 was. My bet is first :)
And both aircraft are controlled by computer? They are sorely mistaken about the differences!
Either this supervisor is ignorant (a bad thing to be when you're a supervisor), or NW management is deluding themselves about the issues of the A-320 cockpit.
My original complaint is included here.
Back to original Northwest complaint