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Old Apr 17, 14, 5:02 pm   #1
 
Join Date: Apr 2014
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Not exactly an IDB, but what WAS this?

My itinerary failed to complete after the payment process several times over a number of days. (The same routing and fare was available each day.)

By the time DL got back to me after I sent in an email, I had booked an alternate routing. DL said my itin was ticketed, but not yet confirmed.

I called in and eventually achieved contact with an agent. He was confused about the origins of this situation, but said he could fix it.

Unfortunately, when he cancelled the second itin (my alternate routing, which had successfully gone through), the DL system erased the first itin.

He said this happened because he linked them. He seemed to think he had to link them. (I have no idea if this is accurate.)

He tried to get my original itin and seats back, but because it was under airport control, a couple of other layers of mgmt had to be contacted. Eventually, someone higher up let him know they would not be giving me back my itinerary. He said he tried to explain the situation to them and that he was trying to correct a DL problem and now there was a new DL issue, but he was not successful.

The flight was in an oversold situation, which I interpreted to be the primary reason upper mgmt wouldn't correct the new issue. ( I'm wondering how much VDB or IDB compensation they saved because of my itin being erased inadvertantly.)

So... What happened here? Why?
If it ever happens again, how do I get the agent to not link the 2 itins and accidentaly delete the desired one?

I understand this doesn't fit the IDB definition, but it sure feels a lot like it (without the benefits, of course). Is this as strange a series of events as it seems to me to be? (I haven't flown a lot, but still....)

Thanks for any wisdom or explanation you can impart.

{I eventually flew out on a different date, on a 3rd itinerary.)
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Old Apr 17, 14, 5:08 pm   #2
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you had a ticketed itinerary on 006 stock which Delta cancelled in error and refused to re-instate? Would write to the DOT and let them handle it.
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Old Apr 17, 14, 6:00 pm   #3
 
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Can I clarify?

I assume you tried to book ITN-1 several times, and DL.COM kept giving you and error (a common problem). So you sent in an email, and also booked ITN-2. All good so far (well, not that dl.com has this glitch, but that is that).

When the agent tried to get you ITN-1 back, he somehow cancelled ITN-2 w/o booking ITN-1.

This was a screw-up by the agent. All the song and dance about linking is pure BS.

I doubt you will ever see this again, but the best advice is either to let things be if ITN-2 works, or else just go real slow and clear with the agent.

I would not bother with writing the DOT, but I would send a standard complaint email to DL and expect some SM's (or maybe a voucher) as compensation. Keep it simple and direct, the key being the agent cancelled the already booked ITN-2.

P.S.: When DL.COM refuses to book as in this case, you can call in. Some have reported that asking for tech support will get a resolution w/o a phone booking fee.
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Old Apr 17, 14, 6:37 pm   #4
 
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My head hurts.

Quote:
Originally Posted by blueway View Post
....DL said my itin was ticketed, but not yet confirmed.....
Not possible. You need to have a confirmed booking before it can be ticketed. The exception is paper ticket. Did you have a paper ticket without confirmed booking?

Quote:
Originally Posted by blueway View Post
.....
Unfortunately, when he cancelled the second itin (my alternate routing, which had successfully gone through), the DL system erased the first itin......
Doesn't make sense. Each PNR is stored separately. Not possible for one to cancel the other. Someone has to manually cancel it unless the first one was unticketed (but you said it was ticketed).

Quote:
Originally Posted by blueway View Post
.....
He said this happened because he linked them. He seemed to think he had to link them......
There is no such thing as linked PNRs. No way to do it in any current GDS.

Quote:
Originally Posted by blueway View Post
.....
He tried to get my original itin and seats back, but because it was under airport control, a couple of other layers of mgmt had to be contacted...
PNR is never under airport control, only seat assignment and check in is. You can book PNR for any flight until a few hours before flight time. Did you really cut it that close? You are not likely to make the flight unless you were at airport counter at that time.

Quote:
Originally Posted by blueway View Post
.....
I understand this doesn't fit the IDB definition...
Not even remotely related to IDB.

Sorry, I am unable to help without understanding your actual situation.

Last edited by TerryK; Apr 17, 14 at 6:50 pm.
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Old Apr 17, 14, 8:07 pm   #5
 
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Quote:
Originally Posted by TerryK View Post
My head hurts.


Not possible. You need to have a confirmed booking before it can be ticketed. The exception is paper ticket. Did you have a paper ticket without confirmed booking?


Doesn't make sense. Each PNR is stored separately. Not possible for one to cancel the other. Someone has to manually cancel it unless the first one was unticketed (but you said it was ticketed).


There is no such thing as linked PNRs. No way to do it in any current GDS.


PNR is never under airport control, only seat assignment and check in is. You can book PNR for any flight until a few hours before flight time. Did you really cut it that close? You are not likely to make the flight unless you were at airport counter at that time.


Not even remotely related to IDB.

Sorry, I am unable to help without understanding your actual situation.
Not that you need my agreement, but I would totally agree. The agent the OP spoke with messed something up. If you have the confirmation numbers of the two PNR's someone should be able to trace the problem. Sounds like a classic example of a CS agent not knowing what he was doing.
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Old Apr 17, 14, 11:09 pm   #6
 
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Old Apr 18, 14, 12:16 am   #7
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When something goes wrong during a phone call to DL, especially if it appears to be agent error or a computer glitch, I always insist on talking with a supervisor before hanging up rather than trying to call in again to have the problem fixed.
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Old Apr 18, 14, 12:30 pm   #8
 
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So, he was BSing me? He seemed so nice. And he understood English. At least I thought so....
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Old Apr 18, 14, 12:56 pm   #9
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Who said what almost doesn't matter any more. It's not IDB and whether or not DL is going to toss a couple of miles his way isn't important right now.

What is important is that OP has a ticket (not a confirmation, not an itinerary) with which he is happy. If he does, leave it alone. Feel free to send in a complaint when the ticket has been used and OP is back home after the trip.

If OP does not have what he needs, now is the time to call in. The agent he reaches doesn't need to hear the story of what happened before. It's largely irrelevant. Simply, "I was booked and ticketed on ticket # 006-xxxxx and now things are screwed up".

As a future matter, there are somethings where sending a webform is the way to go and others where you absolutely need to be on the phone. This is the latter.
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Old Apr 18, 14, 3:41 pm   #10
 
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Quote:
Originally Posted by exwannabe View Post
Can I clarify?

I assume you tried to book ITN-1 several times, and DL.COM kept giving you and error (a common problem). So you sent in an email, and also booked ITN-2. All good so far (well, not that dl.com has this glitch, but that is that).

When the agent tried to get you ITN-1 back, he somehow cancelled ITN-2 w/o booking ITN-1.

This was a screw-up by the agent. All the song and dance about linking is pure BS.

I doubt you will ever see this again, but the best advice is either to let things be if ITN-2 works, or else just go real slow and clear with the agent.

I would not bother with writing the DOT, but I would send a standard complaint email to DL and expect some SM's (or maybe a voucher) as compensation. Keep it simple and direct, the key being the agent cancelled the already booked ITN-2.

P.S.: When DL.COM refuses to book as in this case, you can call in. Some have reported that asking for tech support will get a resolution w/o a phone booking fee.

Yes, you've got it.

ITN-2 was just an okay option; it was a less-preferable routing and cost more.
However, I couldn't just keep it and ignore the DL email response about ITN-1 existing (in whatever form it was in), as the DL system would not allow me to check-in on ITN-2, or subsequently on ITN-1 after I learned of its existence.

I did call in a number of times in the days leading up to the finale. I spoke to many agents and supervisors, all of whom refused to honor the fare/booking/itinerary. I don't think I ever spoke to tech support or that any of the DL staff ever suggested doing so. I will remember that tip for a possible next time. Thank you.
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Old Apr 18, 14, 4:13 pm   #11
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In your OP you said that you were ticketed, but not confirmed. I am not aware that this is possible through a website booking. If you want #1, go back and fine your e-ticket confirmation and call with the e-ticket #. DOT rules require DL to honor that fare once actually ticketed.

You are looking for a 16-digit ticket number beginning with 006-.
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Old Apr 18, 14, 5:17 pm   #12
 
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It's usually the other way round. You can be "confirmed" but not "ticketed". This is especially common when a ticket has to be manually re-issued or sent to rate desk for pricing override.
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Old Apr 19, 14, 11:56 am   #13
 
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I went back and checked. Both terms were used, but in the first email responses, they did say 'confirmed, but not ticketed' in their reply. Once they said "on hold" and once someone said it doesn't make sense, so I had nothing.

It was an experience, for sure!
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