Ronnie Bigman

Last week, the day before I was to fly out on a 40,000 mile award ticket on Delta, I became quite ill and called to cancel. The rep gave me the ticket number so I could either reschedule or get my miles back. She would not help me with that. I was too sick to focus on that anyway.
So today I am better and called to see if I could reschedule on the same itinerary or get the miles back. I was told that I could only do that if I had canceled 72 hours ahead of the flight and was in the hospital. Well, not all illnesses require hospitalization. I do have a doctor's certificate.
I could not call 72 hours after I canceled either as I was sick!
So do I really lose 40,000 miles? I thought I did the right thing in not infecting 2 flights of people and taking care of my health. I was the sick guy you did not want to be near on the flight.
(btw, the ticket number I was given is not recognized.)

(Sorry if wrong forum.)

tkey75

The DL rule is, regardless of health condition at the time, no changes or cancellations within 72 hrs of travel. IOW, you would have had to make the phone call before the T-72hr mark.

You might, with a doctor's note, get Delta to make an exception, but don't count on it. If the answer is no, then you have forfeited the 40k.

DiverDave

Yet, when Michelle made the announcement, agents would be equipped to review and make exceptions.

http://www.flyertalk.com/forum/16887440-post18.html

David

Ronnie Bigman

Delta has apparently made an exception once I submitted a doctor's statement. I am now allowed to rebook the ticket without penalty. I think!

mridley2

Happy to hear that DL Made an exception! Good Cust Serv move on their part.

Does Low availability need to be available or will they force like a schedule change or SDC?

Mr. Tickets

They are bending the rules (nicely) to waive the penalties. They won't
oversell the flights in an inventory that is not available at the time of rebooking.

MarkCron

In February, I cancelled an award that I had booked for a friend the day before travel. Was told I could rebook friend on the same itinerary at a future date, with no change fees. Called a couple days later to see if I could change the destination, and I was told that is OK too. YMMV I guess.

MSPeconomist

I suspect that status and even profitability matters in determining such treatment.

itsaboutthejourney

That, but frequency of these requests is taken into consideration. It's my hope this signals they are going to a more reasonable rule of a few changes a year vs the scorched earth 72 hour rule for everyone.

RooseveltL

Maybe, I'm on the side of the rules here.

Sickness doesn't affect the rules! Glad they accommodated you but they shouldn't have an unsold seat on a plane because you are too sick to call in or have someone else call in on your behalf. Just think sometimes we stretch the rules when we should have an accountability to adhere to them.

Unless, we don't mind a flight cancellation because the pilot decided last minute he is sick and didn't notify personnel scheduling early enough to get a replacement.
As in we say no problem and wait at the airport until the next morning without complaint.

Often1

Anecdotally, DL is doing one-time waivers without asking too many questions.

The purpose of the rule was to cut down the gamers. That's accomplished by having a simple rule and then allowing a one-time exception for people who provide a credible reason.

MSPeconomist

My understanding is that the OP became ill within 72 hours of the flight and did call DL immediately when it became apparent that he/she was unable to travel as planned.

RooseveltL

You are repeating the purpose of my posting. OP called within 24 hrs of departure. Delta RULES indicate within 72 hrs they owe you nothing. It worked out with a slightly credible excuse but a Dr.'s notes doesn't always qualify integrity.

E.g. service dogs, medical marijuana, etc.

dcpilgrim

I have read the post above, and it sounds like it may be a customer service driven YMMV situation. Here is my situation - we have 4 domestic award tickets (Harrisburg to Tampa via Atlanta & back) that depart in two days and return in 6 days. My daughter woke up this morning and may have the flu. I have no status. We booked 40k redemptions x4 (160k + airport fees).

If I understand the rule, at most I might be able to recover half of the miles (the returns are more than 72 hours out), at the price of $600 ($150 x4). Thus converting my free trip into a $600 non-trip. Is that my baseline absent a kind rep?

If we don't go now we may be waiting like 10 months or so before we could re-book this itinerary (limited vacation opportunities).

MSPeconomist

What's your basis for thinking that you can get half of the miles back? AFAIK the rule is that you lose all of the miles for an award ticket if you fail to cancel the outbound by 72 hours.