Good Morning,
I cancelled a R/T, (T) fare ORD-BKK due to medical ($1340.00) one week ago.
In order to receive a waiver on the $250 change fee I was informed that I must re-book travel using that ticket through the Call Center (CC).
Today, I found a $1224 fare on Google Flights. I phoned the CC and was told that said fare did not exist and they could book me for $1740.
I declined the offer and booked the fair at Delta.com as a new ticket.
I then contacted the CC and gave them my new confirmation number to prove such a fare did exist.
The CC declined to offer further assistance except to say that my cancelled ticket must be rebooked through the toll-free Call Center and that the cheapest fare she had available was $1740.
I have not cancelled due to medical before and am hopeful someone here can offer some clarity on this situation.
I have had to do this last month. THey waived the $150 (not $250) change fee and rebooked the ticket, gave me a $15 e-credit as the new ticket was less.
I don't think the medical thing is at all pertinent here, you are getting what you need, a fee-less change to your ticket. I think your real issue is the fare difference between the Google flights and DL.
I can't really comment on that, except that I am nearly certain that if you don't cancel the google fare and rebook through DL phone line, as instructed, you will never get to apply your credit to this flight.
I have had to do this last month. THey waived the $150 (not $250) change fee and rebooked the ticket, gave me a $15 e-credit as the new ticket was less.
I just got off the phone with Delta CC again and made this very request. I was told that the rebooked fare could not be of less value than the originally booked fare. I was told that fare bucket did not matter. Perhaps your $150 change penalty vs my $250 indicates different rules for my ticket?
Quote:
Originally Posted by orca15
I think your real issue is the fare difference between the Google flights and DL.
Google flights and Delta.com were the same. It is the Delta phone Customer Care that could not match Delta.com
Quote:
Originally Posted by orca15
I can't really comment on that, except that I am nearly certain that if you don't cancel the google fare and rebook through DL phone line, as instructed, you will never get to apply your credit to this flight.
Agree that I need to cancel the new fare prior to the 24-hour free cancellation expiry. I only booked it in order to prove to Delta that said fare did exist.
I would book it on DL.com so it generates a confirmation number. Then call in and give them the confirmation number, to,prove it and have her rebook it then cancel the one you made.
I would book it on DL.com so it generates a confirmation number. Then call in and give them the confirmation number, to,prove it and have her rebook it then cancel the one you made.
This is exactly what I did prior to starting this thread; however, I was told that the new ticket itinerary could not be transferred. I called back after my original post and was informed that the reason is I am not allowed to re-book a cheaper ticket than my original fare.
The CC declined to offer further assistance except to say that my cancelled ticket must be rebooked through the toll-free Call Center and that the cheapest fare she had available was $1740.
Thank you.
Sounds like you're making progress
There's one possibility here and that's the the fare bucket could have been emptied in between.
What I would do is see what's available via Delta.com, not book it and then call in and keep it up on your screen.
Also, there's an old FT trick when an agent isn't helping you and that's to say you have to take another call and will call back -- then call back and get a different agent.
Also, there's an old FT trick when an agent isn't helping you and that's to say you have to take another call and will call back -- then call back and get a different agent.
Bob H
Bob, by sheer coincidence, I had another call and am currently on hold with a new representative at Delta ;-)
Update: this new rep is going the distance for me. She explained that it was a result of fare class restrictions as some of you surmised.
Original Ticket (T).
New Ticket (T) & (U).
She is trying to work out a solution currently.
Last edited by arcticflier; Jan 5, 13 at 8:36 am..
The new change & re-issue ticketing agent was fantastic. She simply rebooked me in all (T) for $0.80 more than my original ticket.
I don't know if it was coincidence but my first two calls were forwarded to overseas call centers. This representative is located in Tampa. Perhaps it was just an issue of communication?
Thank you to all of you. Lesson learned. If at first you don't succeed, follow Bob's advice and get 'another call' ;-)
Last edited by arcticflier; Jan 5, 13 at 8:52 am..
Has anyone experience in cancelling AWARD ticket for medical?
My cousin was within 72 hours of an award flight when she had a serious medical situation develop. At the moment Delta is saying those points are forfeit. Will a letter from the doctor to someone at Delta help?
1. Regarding the OP's scenario/ situation, due to a change in the medical condition of my son, I have called and cancelled a ticket, and the full amount paid was issued a e-credit voucher, that when I booked a new ticket for a different travel plan (same originating city, different arrival city/ continent), I had to call in and have the DL Elite line do the reservation. The difference between the original e-credit and the cost of the new ticket is now a new e-credit in my account.
2. Regarding cancellation of an award ticket - again have done the same ... given the same reason (change in medical condition of my son). In this case, my miles were refunded to my account.
The first time I called in ... the rep wanted details of my son's name, injury/injuries, hospital name and name of treating doctors. It was easy because his incident was reported in the press (both online & hard copy papers). Never ever had that question put to me again, most DL phone reps would start the call with a question asking for an update about my son's situation. Great folks!
One lesson applied: If one does not get a knowledgeable agent, hang up and call back.
Most DL phone reps were fantastic in their help provided.
The DL Premium Elite folks were wonderful, very understanding, and always were able to resolve stuff!
I am grateful for their help and understanding!
BTW: have a lot of e-credits to work through on my travel this year.
Clearly the "must be a higher ticket" is at least waivable. I had to move a trip for my wife and I (got $15 back each) and later, my daughter's flight when she didn't recover as quickly as hoped (she got $110 back). Status may be a factor...I called the Platinum number.
They also mentioned giving them the doctor info, this is common and applies to bereavement fares also, when they ask for the funeral home and name of deceased, IIRC. Can't really blame them.
I also found them very helpful. Hope your medical situation resolves as well as the ticket did.
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Quote:
Originally Posted by ElPresidente
Has anyone experience in cancelling AWARD ticket for medical?
My cousin was within 72 hours of an award flight when she had a serious medical situation develop. At the moment Delta is saying those points are forfeit. Will a letter from the doctor to someone at Delta help?
You need to call again and explain. They may ask you for a doctor name, hospital, phone number, etc. That's what happened when I had to postpone an award trip for me within 24 hours of original departure due to my wife possibly needing to go into surgery the next day. (DL changed the dates for me but the surgery ultimately didn't happen.) I don't think they actually call anyone to verify the story, because HIPAA rules rules would prevent any provider from releasing info about a patient.
Your cousin might also have better luck rebooking the trip on the spot, if she is able to set some new dates. Even if she's not sure of the new dates, at least getting the trip rebooked outside the 72 hour window may give her more flexibility to change it after the medical crisis passes. You might also call the GM line on her behalf. You might get a more helpful agent than one a no-status galley slave would get.
The 72 hour rule is one of the more awful things DL has done.
Several months ago I had to cancel several tickets due to medical. I called the Elite desk and the rep was most helpful. No new tickets booked at that time...rep asked for doctor's name & phone #.
Be sure when you do rebook the ticket(s) to use the DL desk...call in for assistance. DO NOT rebook using the e-cert which will appear in your DL profile online. The e-cert $$$ shown is reduced by the "normal change fee".
IF you call the DL desk/call center, when they rebook you for any flights using $$$ paid for the cancelled ticket(s)...they will grant yoou full credit for the amount of the cancelled ticket(s)...not the amount reduced by "change fee".
I really appreciated the good, compassionate assist I received from the DL elite desk reps...A few months later I chose to book 2 Business Class tickets
using 2 of the cancelled tickets...when we flew from BKK to SAN. I did this in appreciation of the fine help I received from DL.
I received great wheelchair assist by DL on each leg of the trip...including wheelchair to plane door and special wheelchair inside the plane to my seat.
Wonderful flight attendants and ground crews. Hopefully, in another month I will not need wheelchair assist on board any flight/plane. I will have a new left hip surgery performed in SAN... :-)
The last time we flew China Airlines fm BKK to SFO then on DL to SAN...as a lesser cost ticket. I like China Airlines..NO change fees for tickets...Business Class tix good for 12 months....$500-600 less cost same routing from BKK to SFO...vs DL...DL tix only good for 3 months :-( and $400 change fees :-(
Thank you Delta :-0
tj
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TravelerJim
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