frozentundramn

Short Version - Unable to use RUC on Delta metal flights purchased via Delta Vacations despite space being available and DMD status. Delta.com shows fares are "Upgrade Eligible." Inconsistent support from Diamond Medallion Line and DV. Each HUACA resulted in a different story and different instructions.

Long Version - (Optional) - Don't flame me!
Via Delta.com, purchased vacation to Cancun on Delta Vacations. Prior to purchase, I put trip on "24 hour hold" and called Delta Vacations to confirm that I'd be able to use Delta Regional Upgrade certificate on the return flights that were booked in an upgrade eligible fare class if upgrade space was available. I purchased the vacation and subsequently called the Delta
Diamond Medallion line to use the Regional Upgrades. The agent confirmed
that upgrade space was available, but indicated that since the tickets
had been purchased via Delta Vacations reservation system, she could not
complete the transaction, but that any Delta airport ticketing location
could. She also indicated that she was documenting this in my record. I went to the ticket counter in Minneapolis. After waiting in line for 30 minutes, the MSP ticketing agent didn't know what I was talking about. She then placed a phone call and after about 10 minutes told
me that there wasn't anything she could do to assist me and that I
should call the Delta Medallion line. I called the Delta Medallion line again where an agent confirmed the upgrade for my wife and me and emailed a confirmation of the upgraded itinerary to me including seat assignments 1A and 1B. An hour later, the Diamond Medallion Line agent called me back and told me that she wasn't authorized to complete the transaction because the
tickets had been issued by Delta Vacations, and I would need to contact
them to apply the upgrades. Unbelievable. I contacted Delta Vacations,
and the agent there said I needed to call back between 9:00 - 5:00 when
their upgrade specialists were in the office. I called DV back the next
day, and the representative took my Regional Upgrade certificate numbers
and redemption codes. After a long hold, she told me that she would not
be able to process the upgrades for me because the certificates "needed
to be the first form of payment, and since the tickets were already
purchased, can't upgrade the tickets." I explained that these upgrade
certificates actually can't be used unless the ticket has been
purchased, but to no avail. She suggested that I try contacting the
Delta Diamond Medallion Desk. The next Delta Diamond Medallion
agent said that since Delta Vacations buys "bulk fares" the Regional
Upgrades can not be used. She looked at the record and could see that
much of the fiasco had been documented including telling me to go to an
airport ticket counter. She contacted a supervisor to give it one last
try. The supervisor told her that there was no way to override and get
Regional Upgrades Certificates processed, and that I should contact
Delta Vacations.

Final comment: Delta Vacations - What is not transparently stated is that you are purchasing an inferior bulk ticket that negates many of the
perks/privileges of being a Diamond Medallion Member. Caveat emptor!
Buyer beware.