Originally Posted by
BenA
Again, this policy does exist, and has been confirmed by Delta PR in the past. It’s just unpublished, and therefore we don’t know if it applies to BE tickets or not. We can guess, but the best way to find out if this policy was applied correctly in this case, and to express disappointment if it was not or if BE tickets are excepted, is to contact Delta customer service, who are much better positioned than random passengers on FlyerTalk to know the details of the policy.
OP should expect that the response will be polite and with no compensation, but this situation is ambiguous enough because there are no public statements about how the Flat Tire rule applies to BE fares that it’s not unreasonable to ask. Remember, BE fares receive identical IROPS handling to Main Cabin fares, so it depends on how this sort of change is treated internally as to how it is expected to be handled.
IRROPS is the companies fault. Of course they legally must still get you to destination. Flat tire isn't their fault. DL like have been consistent that BE tickets are use it or lose it. Allowing agents to rebook would totally defeat this restriction.
Finally the "policy" simply states they'll handle things on a case by case basis. For me that's more an agent CS discretion policy than flat tire policy . AA/UA have set policies including showing up within 2 hours. AFAIK the DL policy as stated is simply case by case evaluation. Can someone point to an actual policy that is more than statement allowing agent discretion? Every blog says same thing about DL policy. Yes they allow agents discretion, but nothing is required.