Call delta.com and write delta email

I first encountered this problem about a 45 days ago and now daily. At first I took the message at face value and figured it was their servers controlling inventory.

Finally being extremely frustrated I called delta.com. The representative explained this is a known bug and the best thing to do when it happens is to call delta.com, let them know you are experiencing the problem, and if you have them give them dates and flight information. It they can retrieve your original fare quote on their reservation system they will book it for you without and fees and provide the same 24 hour 'no penalty' cancellation window had you booked on delta.com.

I have done this at least 8 times so far and never a problem. The only annoyances is that some of the delta.com staff insisted I walk through the delta.com booking procedure. They had no faith that I did it correctly and probably were reading a 'playbook'. Some of them could see my profile and already had my address and credit card info, others did not.

Bottom line, they respected the original fare quoted.

Each one of them encouraged writing an email. Unanimously they said delta will listen to customer's first over them.

I have tried to escalate the issue. Delta.com agrees it is a serious problem. Not only is it misleading, it probably loses them revenue when customers get frustrated and book elsewhere.

If you use Kayak, the same problem will trigger their "Ouch" message, the fare is higher. Kayak is talking to Delta about this apparently.

At the very least (and I have suggested this) there should be a message on the "sorry your fare is higher" screen saying that sometimes the seat has sold out, but that it may also be a bug in the system. It should instruct the customer to try again, and if it persists call delta.com. Not having this type of message IMHO is irresponsible.

As far as I see it, a customer may do one of our four things.

a) buy the ticket at the higher price (overpay)
b) call delta.com
c) try again with different dates/times, and possibly obtain a less than ideal booking (this has happened to me before I got 'wise')
d) book with another carrier or use an online agency (where the 24 hour cancellation policy is harder to use).

WHY AM I POSTING.

1) Information. If you get the 'sorry message', call delta.com
2) PLEASE - write delta. Let them know you are aware this is a bug and let them know this is a serious matter.

I have speculated what would happen if a consumer advocacy group (like Consumer Reports) and a network media station got hold of it. The bad PR for delta would be huge. There would be accusations of deliberate overcharging of passengers. I personally do not think this is deliberate, and it truly a software glitch, but the media can be cruel.


Again, please keep on top of delta to correct this problem. I have tried; numbers do matter. The more of us call, the better.

Thank you.