Rules for ticket changes on the Shuttle
Jan 25, 2010 | 11:09 am
#1
Original Poster
Join Date: Aug 2009
Location: HNL
Programs: AS/HA Silver | Former: DL Diamond, UA Gold, HA Pualani Gold
Posts: 387
Rules for ticket changes on the Shuttle?
I had a harrowing experience today dealing with Delta on a Shuttle change. Does anyone know the actual rules here for changes/SDC?
Background
I was set to take the 6:30am Shuttle from DCA-LGA today (Monday). I decided I don't need to be in NY until tonight, so I was hoping to switch onto the 7:30pm Shuttle.
Rep 1: Sunday night
I called up Delta last night and inquired about my options. I seemed to recall that one used to be able to make changes on the Shuttle easily and at no cost whenever. She didn't know all the rules, but she looked at the web site and at the fare rules and at her materials, and she stated that all I could do was SDC.
She stated that, because it's the Shuttle, I wouldn't be charged a SDC fee unless I switched into a peak time (6:30-9:30am or 3:30-6:30pm). She confirmed the 2:30pm and 7:30pm Shuttles were wide open with half the plane empty.
Rep 2: Monday at 11:30am
I called today at 11:30am to SDC into the 2:30pm. The customer service rep (SLC) was unexpectedly rude. She said that SDC doesn't work on the Shuttle and that she didn't "care what the rep told you yesterday. The answer is no, and I can't do anything for you."
Rep 3 (supervisor): Monday at 11:45am
I asked to speak to a supervisor (SLC) who was as helpful as I suppose she could be (and she was very nice), and she said the rules were confusing and conflicting. She saw the web site which states "A $75 fee applies to restricted Delta Shuttle fares when changing to a peak flight time." (https://www.delta.com/traveling_chec...nges/index.jsp) and looked at the fare rules.
She said that notwithstanding what the web site said, the fare rules indicated I'd have to pay $75 + a change in fare (hundreds of dollars). When I explained how this puts me in a terrible spot, she said she would be rebook me on the 7:30pm for just $75 and no change in fare. I jumped at the option to take it, as it was still around noon. I also got the complimentary upgrade.
Question
Can someone confirm, really, what are the rules here (for a non-Y ticket)? The web site and various reps all say different things.
I've emailed Delta to ask for a refund, but we'll see what happens. Because they confirmed me for the 7:30pm flight at noon, when I really was only trying for the 2:30pm then and was going to take a second risk later in the day for the 7:30pm, I'm less inclined to expect it.
I thought the Shuttle was supposed to be easy so as to compete with the Acela?
Background
I was set to take the 6:30am Shuttle from DCA-LGA today (Monday). I decided I don't need to be in NY until tonight, so I was hoping to switch onto the 7:30pm Shuttle.
Rep 1: Sunday night
I called up Delta last night and inquired about my options. I seemed to recall that one used to be able to make changes on the Shuttle easily and at no cost whenever. She didn't know all the rules, but she looked at the web site and at the fare rules and at her materials, and she stated that all I could do was SDC.
She stated that, because it's the Shuttle, I wouldn't be charged a SDC fee unless I switched into a peak time (6:30-9:30am or 3:30-6:30pm). She confirmed the 2:30pm and 7:30pm Shuttles were wide open with half the plane empty.
Rep 2: Monday at 11:30am
I called today at 11:30am to SDC into the 2:30pm. The customer service rep (SLC) was unexpectedly rude. She said that SDC doesn't work on the Shuttle and that she didn't "care what the rep told you yesterday. The answer is no, and I can't do anything for you."
Rep 3 (supervisor): Monday at 11:45am
I asked to speak to a supervisor (SLC) who was as helpful as I suppose she could be (and she was very nice), and she said the rules were confusing and conflicting. She saw the web site which states "A $75 fee applies to restricted Delta Shuttle fares when changing to a peak flight time." (https://www.delta.com/traveling_chec...nges/index.jsp) and looked at the fare rules.
She said that notwithstanding what the web site said, the fare rules indicated I'd have to pay $75 + a change in fare (hundreds of dollars). When I explained how this puts me in a terrible spot, she said she would be rebook me on the 7:30pm for just $75 and no change in fare. I jumped at the option to take it, as it was still around noon. I also got the complimentary upgrade.
Question
Can someone confirm, really, what are the rules here (for a non-Y ticket)? The web site and various reps all say different things.
I've emailed Delta to ask for a refund, but we'll see what happens. Because they confirmed me for the 7:30pm flight at noon, when I really was only trying for the 2:30pm then and was going to take a second risk later in the day for the 7:30pm, I'm less inclined to expect it.
I thought the Shuttle was supposed to be easy so as to compete with the Acela?
Last edited by jkatzen; Jan 25, 2010 at 11:19 am
Jan 25, 2010 | 11:24 am
#3
Join Date: Nov 2005
Location: NYC
Programs: Delta DM, SPG Plat, Hyatt Diamond, MTA Rust, Hertz Five Star something or other
Posts: 2,858
I have also SDC'd on Shuttle flights with no problem. Funny you say this though, a non-elite coworker just tried to SDC at the gate in Boston and she was emphatically charged $75. I was scratching my head when she told me, because SDC should only be $50. I hope this $75 is not a new "enhancement".