Be careful when redeeming credits
#1
Original Poster
Join Date: Dec 2006
Location: San Diego, CA
Programs: DL DM & 1 MM, Hilton Silver, Hertz Gold
Posts: 111
Be careful when redeeming credits
Yesterday, I set out to book a trip SAN-IAD. I first checked options on Google Flights, as I often do, then proceeded with booking on Delta.com. Just before I finished the booking, I remembered that I had credits available in my "wallet" from a changed itinerary earlier this year. You can't use credits at the end of a normal booking process, where you would normally enter payment method. Instead, if you're using credits, you have to start on your credit/voucher page, indicate which credit you want to use, then proceed from there.
When I went through the entire process again, starting at the credits page, I ended up with only half the choices of flights I had on a regular booking page and the best price, even after application of the credits, was more than double the price I had come up with a straight booking. I checked the terms and conditions for the credits and couldn't find any reason for such a huge discrepancy.
I immediately picked up the phone and called Delta - got someone on the DM line in SLC - explained the situation - she pulled up the itinerary and flight and cost options - apologized that there are known problems with application of credits - and applied my credits to the original itinerary and cost that I had found at the outset.
At the end of the day, I was able to use the credits on an itinerary and for a cost that was appropriate. However, if I had never checked in advance and if I had initially gone in through the credits page, I would never have known there was a problem and ended up on bad flights for more than twice the cost. Just a word of caution for anyone attempting to use credits to book flights: do your homework and understand your options BEFORE you attempt to use the credits.
When I went through the entire process again, starting at the credits page, I ended up with only half the choices of flights I had on a regular booking page and the best price, even after application of the credits, was more than double the price I had come up with a straight booking. I checked the terms and conditions for the credits and couldn't find any reason for such a huge discrepancy.
I immediately picked up the phone and called Delta - got someone on the DM line in SLC - explained the situation - she pulled up the itinerary and flight and cost options - apologized that there are known problems with application of credits - and applied my credits to the original itinerary and cost that I had found at the outset.
At the end of the day, I was able to use the credits on an itinerary and for a cost that was appropriate. However, if I had never checked in advance and if I had initially gone in through the credits page, I would never have known there was a problem and ended up on bad flights for more than twice the cost. Just a word of caution for anyone attempting to use credits to book flights: do your homework and understand your options BEFORE you attempt to use the credits.
#2
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Yesterday, I set out to book a trip SAN-IAD. I first checked options on Google Flights, as I often do, then proceeded with booking on Delta.com. Just before I finished the booking, I remembered that I had credits available in my "wallet" from a changed itinerary earlier this year. You can't use credits at the end of a normal booking process, where you would normally enter payment method. Instead, if you're using credits, you have to start on your credit/voucher page, indicate which credit you want to use, then proceed from there.
When I went through the entire process again, starting at the credits page, I ended up with only half the choices of flights I had on a regular booking page and the best price, even after application of the credits, was more than double the price I had come up with a straight booking. I checked the terms and conditions for the credits and couldn't find any reason for such a huge discrepancy.
I immediately picked up the phone and called Delta - got someone on the DM line in SLC - explained the situation - she pulled up the itinerary and flight and cost options - apologized that there are known problems with application of credits - and applied my credits to the original itinerary and cost that I had found at the outset.
At the end of the day, I was able to use the credits on an itinerary and for a cost that was appropriate. However, if I had never checked in advance and if I had initially gone in through the credits page, I would never have known there was a problem and ended up on bad flights for more than twice the cost. Just a word of caution for anyone attempting to use credits to book flights: do your homework and understand your options BEFORE you attempt to use the credits.
When I went through the entire process again, starting at the credits page, I ended up with only half the choices of flights I had on a regular booking page and the best price, even after application of the credits, was more than double the price I had come up with a straight booking. I checked the terms and conditions for the credits and couldn't find any reason for such a huge discrepancy.
I immediately picked up the phone and called Delta - got someone on the DM line in SLC - explained the situation - she pulled up the itinerary and flight and cost options - apologized that there are known problems with application of credits - and applied my credits to the original itinerary and cost that I had found at the outset.
At the end of the day, I was able to use the credits on an itinerary and for a cost that was appropriate. However, if I had never checked in advance and if I had initially gone in through the credits page, I would never have known there was a problem and ended up on bad flights for more than twice the cost. Just a word of caution for anyone attempting to use credits to book flights: do your homework and understand your options BEFORE you attempt to use the credits.
#3
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Join Date: Aug 2009
Location: Look up - On a ✈ DELTA ✈ jet NOW!
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Posts: 4,174
#4
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,326
When I've tried to apply an ecredit at the end, often delta.dumb refuses or claims to not find the accredits in my account.
A similar glitch to watch for is that you should not click on the upgrade to FC at the end of the purchase process without first checking what it would cost if you request a G class or higher fare at the beginning of the search.
A similar glitch to watch for is that you should not click on the upgrade to FC at the end of the purchase process without first checking what it would cost if you request a G class or higher fare at the beginning of the search.
#6
Join Date: Aug 2007
Location: Toronto
Programs: UA 1K, AC 35K, SPG GOLD
Posts: 264
I have tried this just now (my eCerts is 700$) and delta.dumb says the value is 0$. I called delta and they said the value is 700$. I said: thank you and let me try online again. I did it again on delta.dumb and it says: the value of your eCerts (0$) will be applied...I'm getting really annoyed !!!!! ;(
#7
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,326
This is a different issue. it's well known and in the fine print that the companion certs require certain fare codes.
#8
Join Date: Dec 2013
Location: NY
Programs: DL PM
Posts: 45
no this has nothing to do with the fare codes. I am well aware of the fare class restrictions and am confirming that the same exact fare class purchased with or without companion certs results in different pricing on delta.com. confirmed via phone call when I booked after noticing the difference.
#9
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,326
no this has nothing to do with the fare codes. I am well aware of the fare class restrictions and am confirming that the same exact fare class purchased with or without companion certs results in different pricing on delta.com. confirmed via phone call when I booked after noticing the difference.
#12
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Join Date: Aug 2009
Location: Look up - On a ✈ DELTA ✈ jet NOW!
Programs: Blogger & Delta Diamond Medallion Million Miler
Posts: 4,174
If you call Delta on it and press them they will often match the lower price shown on Delta.dumb
#13
Join Date: Dec 2013
Location: NY
Programs: DL PM
Posts: 45
I am trying to use an amex reserve companion cert and it wont let me make the purchase online its coming back with an error ("We're sorry, there was a problem processing your request."). the flight is JFK to AUS from 8/7 thru 8/10 and its showing A fares available for $910 but when I call to purchase they say its showing them $1600 and wont honor the $910 fare its crazy.
#15
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Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
If it's "known" and not intentional then why don't they do something about it?
I'll answer my own question: "Known issue" = "A way to scam the unsophisticated."