Even the manual reissue desk now says they have to contact someone else to see if they can make the change. Lack of empowerment to the Nth degree!
Oh yes, of course. The Manual Reissue desk can not actually issue the tickets. Of course not. That would be too logical! And this is Delta we're talking about here. A true class act: in a class of its own (when it comes to inefficencies to the extreme)!
The sequence is:
1. Call in.
2. Talk to a "Platinum" or "Diamond" (or whatever tier you may be) agent. (Thankfully, after just a few second hold usually.)
3. Be told that "we can not price this out, I need to get you to Manual Reissues."
4. Be on hold for a good 10-30 minutes.
5. Talk to a Manual Reisuses agent who will tell you that "I can not reissue this ticket, please hold while I contact the internal Help Desk."
6. Then stay on phone with the rep from Manual Reissues while (s)he is on hold with the Internal Help desk (
while the Internal Help rep is on hold for the Help Desk for the Internal Help Desk, I wouldn't be surprised!). Be updated every 10-15 minutes that they are "still on hold" and "have nothing to report."
7. If you are using a cordless phone or cell phone, be ready to switch phones. The hold can be anywhere from 45 minutes to over 5 hours (my personal record is 6 and a half hours until a simple ticket reissue could be done: I called at 9am and was off the phone just a bit after 3pm). Good idea: call in the morning, as if call in the evening you may be on hold until the next morning. When you call make sure to have half a day open to stay on hold.
8. Be prepared for the Manual Reissues agent to say that it "should be fixed" only for it not to be, and them needing to call back the "internal help desk" yet again (or, sometimes if the first "internal help desk" agent isn't helpful, the "manual reissues" agent may be honest and say something like, "I am sure that _____ is right, let me call again and speak to a different internal help desk agent" - so internally within DL it's the same as to customers externally: sometimes need to call multiple times to get someone who is willing and able to help).
(9 - optional. If you ask the agent what it is, they will likely tell you that DeltaMatic is giving one error after another and they need to go up the chain of command to get an override for each error. Each time the internal holds are a good half an hour or more. And after one error is bypassed, another one comes up -- and the process begins all over again. Repeat that to the Nth degree. It's not only waste of customers' time, it's waste of the Delta employees time being on hold with a customer while on hold with some internal help desk, that is (I suspect) on hold for some other department. If the reservations agents were empowered to price tickets out properly and ignore the deeply flawed DeltaMatic pricing logic (or rather, lack thereof), Delta would save $ Millions in lower labour costs, I'm sure.)
Back to your specific issue, they should not be repricing out the whole iteneary, only verifying that the changed flight(s) are of the same mileage level (presumably low). I've had it happen multiple times when they try to re-price out whole iteneary and I have to remind them that, no, it is already booked and confirmed, that only the changed flight(s) availability needs to be verified.