Rules Changes for using Delta Dollars
 

Dear Delta Customer Service

I am writing concerning the distribution of Delta dollars as compensation for denied boarding or volunteering to take a later flight when the flights are oversold.

As a Medallion, I spend a lot of time on your airplanes. In the last 2 months, I have experienced a significant number oversold flights. As I had some flexibility (rarely happens), I was willing to help out the pleading gate agent by taking another flight for Delta dollars…not anymore!

Last night I went to redeem $518 Delta dollars to send my wife to Kansas City for Mother’s Day. I was informed by the agent that Delta dollars were no longer transferable and could no longer be combined to purchase a higher priced ticket. The certificates are now more of a discount since most tickets are over $400.

I understand from the agent last night that this rule was changed in December of 2011. The changes to the terms and conditions were not disclosed and are definitely not disclosed when the gate agent is pleading for volunteers. Had I known about the changes, I would not have given up my seat as this severely limits my ability to use Delta dollars. I travel so much for work that getting my wife and I to fly on the same flights is highly unlikely unless we are both travelling for vacation. But with a $400 limit I'd rather use Skymiles than Delta dollars.

The agent informed me that the change was the result of fraud occurring in the program. I can’t believe that a multi-billion dollar operation like Delta could not institute a password to protect the certificates. Instead Delta changes the terms of use that penalizes everyone that does a good thing that benefits the airline and its customers. The alternative is denied boarding, US currency compensation, delayed flights and most of all very unhappy customers.

This reminds me of the expression of “No good deed goes unpunished”.

I look forward to further discussing this issue.

Delta does respond to posts here, you would want to fill out the complaint form on their website.

However, as this rule is over a year old and is strongly enforced you really will not have much luck in getting them to accept a waiver, they know people are unhappy but don't really worry about that.

Good luck getting a dialogue going with Delta. They are not known for being particularly loquacious.

Delta loves to blame things on "fraud" when their real objective is a unilateral change in the way things are done, and screw the customer.

That said, we've managed to rack up quite a few bump vouchers on DL, NW, CO & WN over the years. Such restrictions would have been a royal pain at WN where we managed to fly free (exc. for $5-10 taxes per ticket) for a quite a while (there we actually relied on being able to use her vouchers for me), but I don't think they would have prevented us from spending any of our Delta vouchers.

This really could be Delta's slogan - maybe they could re-work it, like Lily Tomlin's "We don't care. We don't have to. We're the Phone Company. Snort, chuckle"

What exactly should the GA say. If you want to volunteer, you get a $400 voucher, and if you just happen to know what the rules were back in 2011, those have changed. And, if you just happen to know what the rules were in 2007, those have changed. And . . . . . .

In other words, these are the current rules. How is the GA supposed to know what rules are in your head? Current rules are printed with all vouchers. It seems simple to me. :)

No what I expect is that they provide the terms and conditions for the contract prior to getting off the flight and the flight leaving instead of providing the terms after the flight has left.

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They offered you a $400 voucher. You got one!

Do you read the fare rules and contract of carriage every time you click "purchase"? They do change from time to time. Of course not.

The fine print on the vouchers changed a long time ago. There was a HUGE hoopla on here about it - I'm surprised you missed it. If you wanted to know the current terms for usage of the voucher, you should have asked.

Besides, if you turn down future vouchers, there'll be more of them left for those of us who don't care about the combinability or tranferability.

Then ask for the full T&C and review them prior to accepting the offer.

For those suggesting the OP do a better job of reading the fine print--same to the GAs.

Not sure what his GA said, but I (who am aware of the change) have heard a GA say something to the effect of

"Christmas is coming and won't this make a great Christmas present to a family member?"

She was selling the voucher as if it could be used as a gift. Personally I am one of those people that read what they sign, and try to ask about the restrictions, but even so I think the basic tenets of customer service would be to inform people EXACTLY WHAT YOU ARE OFFERING. How about "Who will take a $400 voucher, good for your own use only?" Just prevents getting good customers upset with you for no reason.

And OP - I bet there is some leeway...I was told once they would let me stack two "new" vouchers due to my status (though in the end I didn't). Call and ask, though mine was closer to the "new rule" date.

Yes the GAs absolutely should not be making false statements like that. Another case of so many DL agents not knowing the rules.

Did the GA refuse when you asked? Or, are you suggesting that the GA stop boarding and read through 15 mins. of t&c over the pa system?

Just like all other voluntary changes, make sure you know the deal you're cutting and that it's acceptable.

Serious question: How many GAs are gonna give you the time to read through 15 minutes of T&C before deciding you will accept their offer?

Old news in 2011.@:-)

http://www.flyertalk.com/forum/delta...ng-15-dec.html

This is a fair point. While they obviously aren't going to tell you the rules, I have been on multiple flights where the GA implies it is more usable than it truly is