Checking on a refund
Feb 2, 2010 | 1:59 pm
#1
Original Poster
Join Date: Sep 2004
Location: Orlando
Programs: DL DM 2MM (NW+DL) FI Gold
Posts: 787
Checking on a refund
I purchased a non-refundable ticket on nwa.com last friday, for travel entirely on Delta. I tried to canx this early the next day (within 24 hrs) on nwa.com, and was re-directed to a delta.com page.
I have done this many times in the past on nwa.com, and the system worked well. I have also requested a refund within the 24 hr window on delta.com previously, and that worked. This time, the delta.com page I was re-directed to only offered a page to "fill in the blanks" for a refundable ticket.
So I called the Plat line, talked to a gal in Chisholm, who had some problems doing a refund, perhaps because things were in the process of being changed from the nw system to the dl system. She had to call a supervisor, but came back on the line and said it was taken care of. A full refund to the cc used to purchase the ticket. So I was told.
Everything seemed normal, until a few days later, when I just happened to look at my "certificates and e-credits" page on delta.com.
I now have an e-credit voucher dated the day after purchase, that references the ticket number of the nw ticket I purchased, and gives me an e-credit for the purchase fare, less $150.
Very strange, so I called the Plat line.
No way to know who I was dealing with, but he dealt with the problem by having to call DL refunds department on the phone. That is different, as with NW, they could take care of it, or send you to a supervisor who could. It took about 15 minutes on hold, and he finally got back to me and said they told him to resubmit the refund request. Strange.
Back in the days on nwa.com, you could enter ticket number and see the status; "used", "available", "refunded". I can't find that on delta.com; not that it would help, as this is an 012 ticket.
I'm not really worried about the money. I'm sure it will be resolved, even if I have to dispute this with AmEx, as I have documentation of when I purchased it as well as the date on the partial refund now showing as an e-credit.
I'm still out on whether I'll stick with DL. A lot depends on how I'm treated when problems arise. If you are former NW, you know how good Chisholm was at taking care of us. I'll cut some slack, as I know that was a busy transition time with the change of systems.
I'd like to ask if anyone has experience dealing with the refunds department at DL. It would seem that the people on the Plat line have to talk to them, and can't do this on their own.
I'd appreciate your thoughts.
I have done this many times in the past on nwa.com, and the system worked well. I have also requested a refund within the 24 hr window on delta.com previously, and that worked. This time, the delta.com page I was re-directed to only offered a page to "fill in the blanks" for a refundable ticket.
So I called the Plat line, talked to a gal in Chisholm, who had some problems doing a refund, perhaps because things were in the process of being changed from the nw system to the dl system. She had to call a supervisor, but came back on the line and said it was taken care of. A full refund to the cc used to purchase the ticket. So I was told.
Everything seemed normal, until a few days later, when I just happened to look at my "certificates and e-credits" page on delta.com.
I now have an e-credit voucher dated the day after purchase, that references the ticket number of the nw ticket I purchased, and gives me an e-credit for the purchase fare, less $150.
Very strange, so I called the Plat line.
No way to know who I was dealing with, but he dealt with the problem by having to call DL refunds department on the phone. That is different, as with NW, they could take care of it, or send you to a supervisor who could. It took about 15 minutes on hold, and he finally got back to me and said they told him to resubmit the refund request. Strange.
Back in the days on nwa.com, you could enter ticket number and see the status; "used", "available", "refunded". I can't find that on delta.com; not that it would help, as this is an 012 ticket.
I'm not really worried about the money. I'm sure it will be resolved, even if I have to dispute this with AmEx, as I have documentation of when I purchased it as well as the date on the partial refund now showing as an e-credit.
I'm still out on whether I'll stick with DL. A lot depends on how I'm treated when problems arise. If you are former NW, you know how good Chisholm was at taking care of us. I'll cut some slack, as I know that was a busy transition time with the change of systems.
I'd like to ask if anyone has experience dealing with the refunds department at DL. It would seem that the people on the Plat line have to talk to them, and can't do this on their own.
I'd appreciate your thoughts.
