Originally Posted by
SYRRDU
The quality of the DM line and DM CS is falling faster than the value of SMs. Being a Charter DM and every year since (not that is a big deal), I often know the rules better than the agent on the other end of the line. I have had to explain the rules of RUC and SDC to many agents this year and after being correct, the conversations have ended several times with me be thanked for my loyalty and for being a GM and/or PM. Dedicated DM line is a fairytale like unicorns and leprechauns.
To be fair, the rules change faster than even I can keep up with them. I haven't found the DM line to be any worse than it was in previous years. Sadly, I spend the most amount of time on the phone with them trying to get GUC/RUCs processed. I really wish that process was automated thru the web UI. But I wonder if "strategically" they just won't add it.
On SDC:
I called to SDC a few weeks back and the agent told me that there wasn't a fare available in my fare bucket...not surprisingly since I booked a week in advance. It was something like $230 to change. I nicely told her that I had flown US the week before and they let me SDC for $75, into any open fare bucket... She tried to tell me that DL's policy was "better" since I wouldn't have had to pay anything if seats were available in my fare class. I said: "Really?, how often does that happen? People tend to book flights in advance, and advance purchase fares are rarely still available on day of departure". She capitulated and said she hadn't thought of that. I'm sure that when she had training on SDC they didn't tell her the real reason for the policy was simply a "money grab".