Originally Posted by
Zorak
I forgot to add, today's agent, in figuring out what the previous agent might have done wrong, read off the last few digits of a cert number to me and I said "uh, I don't have any certs that end in those numbers" and eventually she figured out that the previous agent had fat-fingered a couple extra digits.
Mistakes happen, to err is human, etc. I don't have a problem with that. It seems incomprehensible though that these things get entered manually by agents, instead of click here, click there, click Apply, presto, two things are associated electronically without any manual typing of numbers needed. Even if you are constrained by an old CLI, you still program in a basic validation check that the cert being entered (a) exists in the customer's account (b) isn't already waitlisted on some other segment.
I completely agree that mistakes can happen. I don't blame people, I blame the process!
Since travel agents can submit requests for RUC/GUC upgrades, the travel agent instructions are included in the T&Cs for the cert.
Travel Agent Instructions: Confirm a qualifying Main Cabin Class fare and issue the Main Cabin e-ticket. End and retrieve the PNR and rebook in the applicable upgrade class. Tickets must be validated on Delta/006 ticket stock and the PNR must contain a Delta operated or marketed flight. If changing a previously upgraded flight - call Delta Reservations to reissue. The upgrade is applicable for the SkyMiles member and one companion traveling in the same PNR. Delta requires a minimum of two OSIs in the PNR. The first OSI advises what type of upgrade will be used and the second OSI provides the certificate information. If a customer is using more than one upgrade certificate, you must add an OSI remark for each one-way upgrade for each passenger in the PNR. Each OSI must be entered using the EXACT verbiage listed below - otherwise Delta will not receive the request. Only Delta can reissue an upgraded itinerary.
OSI DL REGIONAL UPGRADE
If flight is DL designated and you are using Amadeus: OS DL UPGD. 006065xxxxxxx 99999999X PU591 ORGDST
If flight is DL designated and you are using another GDS: OSI DL UPGD. 006065xxxxxxx 99999999X PU591 ORGDST
Note: 006065xxxxxxx is the Certificate Number, 99999999X is the Redemption Code, PU591 is the Reference Code, ORG is the origin of the first segment that is being upgraded, DST is the destination of the last segment that is being upgraded.
Once you send this request, you will receive an SSR OTHS from Delta within 2 business days with either the new ticket number or a reason the request was denied. If the request is denied, Delta will rebook the passenger into the original cabin. The standard agency commission will be based on actual fare collected.
And since this is only the travel agent instructions, there must be a series of additional steps that also have to happen on the DL side.
Seems amazing this convoluted error prone process actually works sometimes.