Ticket booked via DM Desk not earning full MQM
Feb 28, 2013, 6:40 am
#151
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Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Add this to the list of "glitches" DL has zero intention of fixing.
Feb 28, 2013, 6:42 am
#152
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,206
Nice how this is a confirmed issue, we have 11 pages if discussion, reports and information, yet no response from any DL reps here even acknowledging that its being looked at.
Feb 28, 2013, 6:44 am
#153
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Join Date: Feb 2010
Location: LHR
Programs: DL DM 2MM, BA Bronze, Various Hotels
Posts: 10,187
Feb 28, 2013, 6:45 am
#154
FlyerTalk Evangelist
Original Poster
Join Date: Feb 2010
Location: LHR
Programs: DL DM 2MM, BA Bronze, Various Hotels
Posts: 10,187
Feb 28, 2013, 6:52 am
#155
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Feb 28, 2013, 8:54 am
#157
Join Date: Feb 2010
Location: WLG / WAS
Programs: DL PM, QF, UA, HH Gold, SPG
Posts: 135
I've had the same experience of getting 25% miles on my MAN-ATL flight. It was booked through DL.com from the UK. I sent in a mileage credit request and received the following response.
Also for your flight from Manchester to Atlanta on 11 February, DL65
mileage you received were correct. Our records indicate that the fare
you purchased was a promotional negotiated fare (United Kingdom North
Atlantic seat promotion). As you are aware, effective September 1st,
select special fares -- which are often referred to as “unpublished
fares” -- will no longer earn full mileage credit. Typically, these
fares are sold by a third party or travel agent or via our website and
examples include:
• Group fares
• Student fares
• Consolidator fares (promotional fares)
• Flights included as part of a tour or cruise package
• Hotwire and Priceline.com tickets
The class of service on these flights was T. T class unpublished fares
earns 25% base miles instead of 100%. We apologize for the confusion.
It's so thoughtful of them to apologize for being confused!
My thought is it may have something to do with booking fares from the UK.
Also for your flight from Manchester to Atlanta on 11 February, DL65
mileage you received were correct. Our records indicate that the fare
you purchased was a promotional negotiated fare (United Kingdom North
Atlantic seat promotion). As you are aware, effective September 1st,
select special fares -- which are often referred to as “unpublished
fares” -- will no longer earn full mileage credit. Typically, these
fares are sold by a third party or travel agent or via our website and
examples include:
• Group fares
• Student fares
• Consolidator fares (promotional fares)
• Flights included as part of a tour or cruise package
• Hotwire and Priceline.com tickets
The class of service on these flights was T. T class unpublished fares
earns 25% base miles instead of 100%. We apologize for the confusion.
It's so thoughtful of them to apologize for being confused!
My thought is it may have something to do with booking fares from the UK.
Everything but my AF flights have now posted and everything, as expected, earned 25%. I'll contact the DL line in NZ when I get home but I'm not hopeful (haven't had the best action from that particular desk in the past) so I may indeed be calling on your expertise, rwoman.
Feb 28, 2013, 9:07 am
#158
Join Date: Jun 2011
Location: San Jose, CA
Programs: DL DM, HH Gold, SPG Gold, Hyatt Plat
Posts: 2,874
I've had the same experience of getting 25% miles on my MAN-ATL flight. It was booked through DL.com from the UK. I sent in a mileage credit request and received the following response.
Also for your flight from Manchester to Atlanta on 11 February, DL65
mileage you received were correct. Our records indicate that the fare
you purchased was a promotional negotiated fare (United Kingdom North
Atlantic seat promotion). As you are aware, effective September 1st,
select special fares -- which are often referred to as “unpublished
fares” -- will no longer earn full mileage credit. Typically, these
fares are sold by a third party or travel agent or via our website and
examples include:
• Group fares
• Student fares
• Consolidator fares (promotional fares)
• Flights included as part of a tour or cruise package
• Hotwire and Priceline.com tickets
The class of service on these flights was T. T class unpublished fares
earns 25% base miles instead of 100%. We apologize for the confusion.
It's so thoughtful of them to apologize for being confused!
My thought is it may have something to do with booking fares from the UK.
Also for your flight from Manchester to Atlanta on 11 February, DL65
mileage you received were correct. Our records indicate that the fare
you purchased was a promotional negotiated fare (United Kingdom North
Atlantic seat promotion). As you are aware, effective September 1st,
select special fares -- which are often referred to as “unpublished
fares” -- will no longer earn full mileage credit. Typically, these
fares are sold by a third party or travel agent or via our website and
examples include:
• Group fares
• Student fares
• Consolidator fares (promotional fares)
• Flights included as part of a tour or cruise package
• Hotwire and Priceline.com tickets
The class of service on these flights was T. T class unpublished fares
earns 25% base miles instead of 100%. We apologize for the confusion.
It's so thoughtful of them to apologize for being confused!
My thought is it may have something to do with booking fares from the UK.
The customer service agent response here is incorrect though, as the Delta website clearly states that tickets purchased directly through Delta are considered published fares. The only thing I could think of them referring to on fares purchased through DL.com might be when some group code is used? The DL.com language says:
Tickets purchased directly through Delta are considered “published fares” and receive full mileage credit based on the SkyMiles program rules.
Effective September 1, 2012, a small number of special fares (often referred to as “unpublished fares”) will earn miles at a reduced rate. Unpublished fares are normally purchased through a specialized agent, third party or to a group.
Effective September 1, 2012, a small number of special fares (often referred to as “unpublished fares”) will earn miles at a reduced rate. Unpublished fares are normally purchased through a specialized agent, third party or to a group.
Feb 28, 2013, 9:07 am
#159
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,206
I certainly understand that and am glad you've had someone helping... but I do think it would be greatly appreciated by all if a DL Rep can at least acknowledge the problem and offer to help take care of it for people here.
Being cynical, but perhaps DL is 'making' a lot off of only giving 25% credit instead of the full amount plus bonuses, so they don't want to publicly open themselves to being on the hook for all of those miles and mqm.
Being cynical, but perhaps DL is 'making' a lot off of only giving 25% credit instead of the full amount plus bonuses, so they don't want to publicly open themselves to being on the hook for all of those miles and mqm.
Feb 28, 2013, 9:09 am
#160
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,206
Does this scare anyone else with how they explained this??? They specifically say that these special "unpublished fares" can be sold via the DL website, making it virtually impossible to know if you are getting full credit or not. It also gives DL the ability to claim any fare could get reduced mileage credit, no matter where it is purchased...
Feb 28, 2013, 9:34 am
#161
FlyerTalk Evangelist
Original Poster
Join Date: Feb 2010
Location: LHR
Programs: DL DM 2MM, BA Bronze, Various Hotels
Posts: 10,187
They can't have it both ways, with DL.com explicitly stating that "Tickets purchased directly through Delta are considered “published fares” and receive full mileage credit based on the SkyMiles program rules" and responses like this.
Everything but my AF flights have now posted and everything, as expected, earned 25%. I'll contact the DL line in NZ when I get home but I'm not hopeful (haven't had the best action from that particular desk in the past) so I may indeed be calling on your expertise, rwoman.
Everything but my AF flights have now posted and everything, as expected, earned 25%. I'll contact the DL line in NZ when I get home but I'm not hopeful (haven't had the best action from that particular desk in the past) so I may indeed be calling on your expertise, rwoman.
Mar 4, 2013, 1:21 pm
#163
Join Date: Aug 2010
Programs: DL DM; Hertz Gold PC
Posts: 267
One more glitch as an explanation from Medallion desk
I had an interesting conversation with SM CS when I called to adjust miles posted for my return flights.
I called 3 times and 2 times the agents told me that I've got 25% because the system did not recognized properly R class as a complimentary upgrade, not the booking with miles (pay with miles or award ticket).
Interestingly, they gave this explanation just in a second after looking on my account. This was actually my first idea why I got 25% credit.
It sounded like the CSRs were very familiar with this problem and were ready to put a request to fix it.
I called 3 times and 2 times the agents told me that I've got 25% because the system did not recognized properly R class as a complimentary upgrade, not the booking with miles (pay with miles or award ticket).
Interestingly, they gave this explanation just in a second after looking on my account. This was actually my first idea why I got 25% credit.
It sounded like the CSRs were very familiar with this problem and were ready to put a request to fix it.
Mar 4, 2013, 1:44 pm
#164
FlyerTalk Evangelist
Original Poster
Join Date: Feb 2010
Location: LHR
Programs: DL DM 2MM, BA Bronze, Various Hotels
Posts: 10,187
I had an interesting conversation with SM CS when I called to adjust miles posted for my return flights.
I called 3 times and 2 times the agents told me that I've got 25% because the system did not recognized properly R class as a complimentary upgrade, not the booking with miles (pay with miles or award ticket).
Interestingly, they gave this explanation just in a second after looking on my account. This was actually my first idea why I got 25% credit.
It sounded like the CSRs were very familiar with this problem and were ready to put a request to fix it.
I called 3 times and 2 times the agents told me that I've got 25% because the system did not recognized properly R class as a complimentary upgrade, not the booking with miles (pay with miles or award ticket).
Interestingly, they gave this explanation just in a second after looking on my account. This was actually my first idea why I got 25% credit.
It sounded like the CSRs were very familiar with this problem and were ready to put a request to fix it.
Mar 5, 2013, 10:59 am
#165
Join Date: Feb 2013
Posts: 13
Update: just checked my skymiles account and the return leg of my Feb. LHR-JFK flight processed at 25%, even after they made me pay an extra $16 (paltry yes, but not the point) to ensure the return trip would earn full miles...and as it turns out it did not. I've been on hold for 30 min (wish I was a PM still 
) waiting for what will inevitably be the first hour of at least six more to come where a representative fails to fix the problem and then points to the "unpublished fare rules" as the Bible when it comes to explaining how published fare rules are calculated.
I'll give them six hours of calls to fix this. If they can't or won't, it's back to registered letters and formal complaints.
I also emailed the very kind, Robin for tips on how to fix this. Bet of luck to the others facing this issue.
) waiting for what will inevitably be the first hour of at least six more to come where a representative fails to fix the problem and then points to the "unpublished fare rules" as the Bible when it comes to explaining how published fare rules are calculated.I'll give them six hours of calls to fix this. If they can't or won't, it's back to registered letters and formal complaints.
I also emailed the very kind, Robin for tips on how to fix this. Bet of luck to the others facing this issue.