FlyerTalk Forums - View Single Post - Is the "need help? Center" on this Delta map the same as customer service for a hotel
Old Apr 29, 2016 | 11:14 am
  #12  
Widgets
 
Join Date: May 2015
Posts: 2,881
Two clarifications:
  1. Service recovery amenities at inactive gate readers is not a consistent experience. Your airport has to setup its gates to be in "Service Recovery" mode when not in use. (Gate readers can be in three modes: boarding, deplaning, and service recovery.) Service recovery mode will print amenities like hotel/meal vouchers and updated itineraries when an IROP BP is scanned.
  2. A hotel voucher will only print at a service recovery scanner if an agent has personally added the hotel voucher to your reservation (not just a request for a voucher). Stations with IROP teams (hubs and big cities) have agents who add these things for customers on arriving delayed flights.

I always recommend trying to scan a BP at a service recovery scanner or unused gate before getting in a long line at the Need Help Center. It would suck to wait in a long line only to have the agent scan your BP and print out everything you need.

I also always recommend to non-status customers calling the number on the red Need Help? cards if you're affected by a delay. I have never waited forever on hold when trying to call that number. Even during big weather delays, the hold time was seconds long.
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