SWU madness....
Jul 8, 2013, 10:45 pm
#121
Join Date: Jul 2012
Posts: 1,079
Explicitly told by agent on PM line that the SWU would not move me up the list. Called back and got the SWU applied but she did not take me off the regular upgrade request list and her supervisor told her it would not make any difference. I insisted she do so, and she said are you sure you want me to take you off the list? I said sure, as I had nothing to lose being 8th or something with 2 seats left. I got the last FC seat.
Amazing they don't know how their own system works.
Amazing they don't know how their own system works.
Jul 9, 2013, 1:25 pm
#122
Join Date: Feb 2002
Location: NYC: UA 1K, DL Platinum, AAirpass, Avis PC
Posts: 4,599
When I called to add it the agent said "oh we will call you if you don't clear the waitlist and ask if you are still interested, then input the certificate."
I insisted on inputting it now knowing that call is never coming.
Jul 27, 2013, 6:01 am
#124
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,419
Great DL SC agent at DFW SC who helped me out. Gave him a JWD cert and definitely well earned as he spent over 25 min fixing the issue then showing me how DL-matic works re the SWU and PNRs. ^
Jul 27, 2013, 6:56 am
#125
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Jul 27, 2013, 8:40 am
#126
Join Date: Feb 2002
Location: NYC: UA 1K, DL Platinum, AAirpass, Avis PC
Posts: 4,599
Make sure your res says 'Upgrade Eligible,' and not 'Upgrade Requested' otherwise the Medallion priority will take over.
And have the agent manually put in the certificate and redemption code in the PNR.
Successfully used a SWU for two passengers on a JFK transcon that cleared at the gate.
Jul 27, 2013, 9:09 am
#127
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,419
Not really. Agent tried to add me in the WL under UP2A but couldn't. Had to call airport of my second flight (one I was using the SWU) to remove me from the list first (he thought he could not have duplicate listings one as up2a and one as up3d, which I actually disagree with since I've seen myself in the list twice before). After I was taken off the list as up3d agent added me back on manually via Deltamatic as up2a but it would add me back in as up3d status.
Called the DM line and the agent did it on her end in 30 seconds.
SC agent went back into show me what DM line agent did as he couldnt figure it it himself and he thinks it was either because she was in backend system (apparently only 1 terminal in the SC had that and his was frontend) or it was because she put her agent code down as a supervisor (SUP code).
He didn't know. What was odd but not surprising was the SWU number and redemption code were still not attached. This causes issues because the ticket can't get reissued either by a GA or ahead if time if your cleared before 24.
Agent promised to find out and email me, so I'll share what I can later. What was most odd was agent didn't know about the up2a code and is a long time DL agent, so proof DL still needs better training.
I would summarize this (nothing new):
1. To avoid issues ensure the SWU info is added to your UG request (though some pax won't want this as sometimes this allows double dipping)
2. Check the UG status at the airport. Ensure it is UP2a if DM. If not ask agent to correct it and they can look up the codes in Deltamatic if they don't know it.
3. DM line can correct codes on their end, might require a supervisor.
Called the DM line and the agent did it on her end in 30 seconds.
SC agent went back into show me what DM line agent did as he couldnt figure it it himself and he thinks it was either because she was in backend system (apparently only 1 terminal in the SC had that and his was frontend) or it was because she put her agent code down as a supervisor (SUP code).
He didn't know. What was odd but not surprising was the SWU number and redemption code were still not attached. This causes issues because the ticket can't get reissued either by a GA or ahead if time if your cleared before 24.
Agent promised to find out and email me, so I'll share what I can later. What was most odd was agent didn't know about the up2a code and is a long time DL agent, so proof DL still needs better training.
I would summarize this (nothing new):
1. To avoid issues ensure the SWU info is added to your UG request (though some pax won't want this as sometimes this allows double dipping)
2. Check the UG status at the airport. Ensure it is UP2a if DM. If not ask agent to correct it and they can look up the codes in Deltamatic if they don't know it.
3. DM line can correct codes on their end, might require a supervisor.
Jul 27, 2013, 12:43 pm
#128
Join Date: Oct 2002
Location: LAS
Programs: PA FT, TW Gold, NW/CO PE, VK Eagleflyer
Posts: 7,173
Not really. Agent tried to add me in the WL under UP2A but couldn't. Had to call airport of my second flight (one I was using the SWU) to remove me from the list first (he thought he could not have duplicate listings one as up2a and one as up3d, which I actually disagree with since I've seen myself in the list twice before). After I was taken off the list as up3d agent added me back on manually via Deltamatic as up2a but it would add me back in as up3d status.
Called the DM line and the agent did it on her end in 30 seconds.
SC agent went back into show me what DM line agent did as he couldnt figure it it himself and he thinks it was either because she was in backend system (apparently only 1 terminal in the SC had that and his was frontend) or it was because she put her agent code down as a supervisor (SUP code).
He didn't know. What was odd but not surprising was the SWU number and redemption code were still not attached. This causes issues because the ticket can't get reissued either by a GA or ahead if time if your cleared before 24.
Agent promised to find out and email me, so I'll share what I can later. What was most odd was agent didn't know about the up2a code and is a long time DL agent, so proof DL still needs better training.
I would summarize this (nothing new):
1. To avoid issues ensure the SWU info is added to your UG request (though some pax won't want this as sometimes this allows double dipping)
2. Check the UG status at the airport. Ensure it is UP2a if DM. If not ask agent to correct it and they can look up the codes in Deltamatic if they don't know it.
3. DM line can correct codes on their end, might require a supervisor.
Called the DM line and the agent did it on her end in 30 seconds.
SC agent went back into show me what DM line agent did as he couldnt figure it it himself and he thinks it was either because she was in backend system (apparently only 1 terminal in the SC had that and his was frontend) or it was because she put her agent code down as a supervisor (SUP code).
He didn't know. What was odd but not surprising was the SWU number and redemption code were still not attached. This causes issues because the ticket can't get reissued either by a GA or ahead if time if your cleared before 24.
Agent promised to find out and email me, so I'll share what I can later. What was most odd was agent didn't know about the up2a code and is a long time DL agent, so proof DL still needs better training.
I would summarize this (nothing new):
1. To avoid issues ensure the SWU info is added to your UG request (though some pax won't want this as sometimes this allows double dipping)
2. Check the UG status at the airport. Ensure it is UP2a if DM. If not ask agent to correct it and they can look up the codes in Deltamatic if they don't know it.
3. DM line can correct codes on their end, might require a supervisor.
It really shouldn't be this hard - not for the customers nor for the hapless staff who are compelled to use such $hit IT in their workplace.
Well done Delta.
Last edited by Sabai; Jul 27, 2013 at 5:54 pm
Jul 27, 2013, 4:11 pm
#129
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,182
One thing to watch before 24 hours is...
Make sure your res says 'Upgrade Eligible,' and not 'Upgrade Requested' otherwise the Medallion priority will take over.
And have the agent manually put in the certificate and redemption code in the PNR.
Successfully used a SWU for two passengers on a JFK transcon that cleared at the gate.
Make sure your res says 'Upgrade Eligible,' and not 'Upgrade Requested' otherwise the Medallion priority will take over.
And have the agent manually put in the certificate and redemption code in the PNR.
Successfully used a SWU for two passengers on a JFK transcon that cleared at the gate.
Jul 27, 2013, 4:13 pm
#130
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,182
DLAssist agents also seem to be knowledgeable about proper SWU coding and the UP2A vs UP3D etc as I've had them fix/confirm status multiple times now.