Originally Posted by
sydneyracquelle
It is virtually impossible to properly predict demand when there are zero penalties for no-shows. A flight with 100 sold seats might only have 20 passengers show at the airport and the other 80 still get a full-value voucher. Meanwhile, DL could have sold 25+ seats to passengers who would have taken the flight. This is clearly unsustainable.
It takes forever to reach them on the phone.
And their change/cancel tool online doesn’t work. This is all because of all the IT spend they just did, taking functionality away from the website, holding back upgrade info, etc.
DL dug their own grave. DL offered the cancel auto voucher deal knowing that anything else would cost them too much in employee resources with all the additional contact volumes they’d have.