Originally Posted by
daloosh
Now there's a perfect example of understanding in customer service. Congrats on the outcome!
I am elated that DL took care of this customer.
But to anyone else reading out there - this is not a carte blanche nor to be expected. It is completely discretionary. And if they offer it at all, it is much much much more likely to be offered to a leisure traveler around the holidays, then a business traveler calling to make a change. Their bread and butter is (change) fees milked out of business travelers.