IRROPS rebooking issues. Actual rules are...?
Jul 1, 2013, 7:48 pm
#16
Original Poster
Join Date: Nov 2012
Posts: 552
This is exactly what I tried with DL!
You should be telling them, rather than choosing between what they offer. Find other flights yourself and ask to be booked on those flights. Look for other airline options and ask to be put on the other airline if that is practical and would make sense. A two hour delay will not be grounds to get you on a new airline. Arriving the next afternoon when you're meeting is in the morning may be grounds, especially if you are on an expensive ticket or are a frequent flyer.
Your best bet is to do this by phone and if you don't like what the first phone agent is saying, hang up and call back. The second or third agent will accommodate you.
The rule when there is IRROPs is rules will be waived. As long as what you asking for is reasonable, you will likely get it.
If you leave yourself to the live agent's mercy, the agent will do whatever the agent needs to do to get you quickly served and gone. Phone agents will spend more times, have more tricks up their sleeves and will be more willing to get a supervisor to approve something.
Again, check your options, phone DL and ask the agent to help you with the option you know will work best.
Your best bet is to do this by phone and if you don't like what the first phone agent is saying, hang up and call back. The second or third agent will accommodate you.
The rule when there is IRROPs is rules will be waived. As long as what you asking for is reasonable, you will likely get it.
If you leave yourself to the live agent's mercy, the agent will do whatever the agent needs to do to get you quickly served and gone. Phone agents will spend more times, have more tricks up their sleeves and will be more willing to get a supervisor to approve something.
Again, check your options, phone DL and ask the agent to help you with the option you know will work best.
You've advised exactly what happened. I had the flight numbers and everything. Logical, right.
BUT, it didn't work.
The phone agents said only the airport rep could put me on another airline. (I called from the kiosk line, from my cell, and had a friend call as well. I would have tried by payphone, too, but there weren't any.)
The DL airport staff said there was only one person at one help desk in the entire airport. The GAs would not help any of us, directing everyone to the "help desk."
In over two hours, only 6 people made it through the line. (A second rep came to assist - for about 15-20 minutes - after about 2 hours.) Both reps told me they could not put me on a flight with a different airline. Both were aware that not doing so would result in a 24 hour delay in my arrival to my destination. They were nice, and seemed to really believe what they were telling me.
I certainly don't believe everything I was told. I believe that some were deliberately misinforming me and some were merely confused/unaware and overwhelmed by the poor work conditions.
Even now, I don't see what else I could have done to achieve a successful outcome. Clearly, I am a nobody to Delta. Ironically, I just switched to DL for my flights this year.
The only thing I can think of that might be helpful next time would be to have a hard copy of the irrops rules on hand.
Thanks.
Jul 1, 2013, 11:52 pm
#17
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
I also remember on one of those tickets being told by a supervisor, over the phone, that I couldn't change my flight: even saying to her that if I hang up and call back, I'll be on the other airline. Sure enough, that's what happened.
Jul 2, 2013, 12:04 am
#18
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
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DL, thankfully, gives its agents a great deal of flex. Usually airport are much more willing to do non-routine things than phone.
In the hierarchy of reroute:
1. rebook on DL.
2. rebook on OW (realize not a biggie for OP, who is domestic)
3. rebook on other carriers
4. Refund
The key is to present the specific options you want, recognizing the hierarchy above. As others note, it's not unheard of for DL to rebook OA, it's a heavy lift and not likely unless there's a multi-delay, expensive hotels or some particularly sympathetic situation.
One thing to always consider is whether you can do better purchasing a new ticket and taking the refund. Might not be paid F, but there are sometimes last minute deals to be had.
In the hierarchy of reroute:
1. rebook on DL.
2. rebook on OW (realize not a biggie for OP, who is domestic)
3. rebook on other carriers
4. Refund
The key is to present the specific options you want, recognizing the hierarchy above. As others note, it's not unheard of for DL to rebook OA, it's a heavy lift and not likely unless there's a multi-delay, expensive hotels or some particularly sympathetic situation.
One thing to always consider is whether you can do better purchasing a new ticket and taking the refund. Might not be paid F, but there are sometimes last minute deals to be had.
Jul 2, 2013, 4:04 pm
#19
Original Poster
Join Date: Nov 2012
Posts: 552
Who are their JV partners, domestically?
Jul 2, 2013, 5:38 pm
#20
Join Date: Jul 2012
Location: Western Wisconsin
Programs: DL DM, HH Devalued Diamond, Hertz President's Club
Posts: 800