Awkward Conversation with DM Agent
 

(I identify as a male -- bear with me: this will make sense further down my post. Also, I'm not a type of guy who is at all intimidating.)

I just applied an RUC for an upcoming flight, and thankfully, there was RP space available. UG went through, and then I asked to SDC to an earlier flight because instrument-supported UGs (i.e., RUCs/GUCs) should treated as "revenue" FC. So, as long as there's a FC seat open, I can snag it. The agent adamantly denied this to be the case, and I kindly and gently insisted that she contact a supervisor and ask about this. I basically said that this has been done before, and I would would like some clarification about this policy--for consistency's sake. She was more than happy to do so, and put me on hold. After a long pause, she came back on the phone and said, "Sorry about that! You were right and I was wrong, and I don't usually like saying sorry, especially to a guy." To be honest, I was kind of taken aback by her response. I was like..."Uhhh, sorry that I'm a guy? The conversation at that point felt very awkward because I didn't know what else to say. What would you have done?

Also, on happier note, I got my SDC and everything is good to go! :)

Maybe the agent was having a bad hair day and just could not put the words
in some format to say she got trumped on her reply.
Maybe that same week Delta had a sensitivity class on how to say sorry but
still defending the agents position.
Hell I don't know - suggest just leave it be - You were right and got the
attention and correction needed !
Oh and thanks for the point taken at FlyerTalk to alert posters of similar
issues.
OK ? !

So upgrades through certificates are treated as paid FC in regards to SDC???

I would have moved on to other life. I'm not 100% sure of your point but if you're implying that the agent was sexist or transphobic I think you are over reacting. The agent made a joke that you didn't think was funny, it happens to all of us and, at least IMHO, it wasn't a that bad of a joke.

I, frankly, am impressed the agent admitted their mistake and moved on. Such an attitude is generally uncommon in life and, in my experience, even more uncommon in the airline biz (try flying on UA some day).

It sounds like you got great service and should have nothing but positive things to say about the experience.

Meh. Sounds like she was trying to add levity to the situation. Personally I'm not wild about gender-essential humor such as that, and it sounds worse if you reverse the genders, but I think I'd just be pleased I got the FC seat. BTW I need to do exactly the same thing in the same situation tomorrow so I appreciate the info!

Yep....

The quality of the DM line and DM CS is falling faster than the value of SMs. Being a Charter DM and every year since (not that is a big deal), I often know the rules better than the agent on the other end of the line. I have had to explain the rules of RUC and SDC to many agents this year and after being correct, the conversations have ended several times with me be thanked for my loyalty and for being a GM and/or PM. Dedicated DM line is a fairytale like unicorns and leprechauns.

This is offensive too....but it's true.

Pretty sure they were being sarcastic and implying the OP was being a bit sensitive about the CSR. Look at the user name of the poster who offended you.

funny, i also have found that this ask (SDC'ing to an open F seat from an RUC/SWU/Miles upgraded and confirmed seat) has led to my most contentious calls with the DM line. It's gotten to the point where I have the link that explains the F SDC rule up and ready to go when there is pushback, which invariably, there is. I think the last time I tried doing this, I ended up going through 3 agents and one supervisor before the supervisor was able to make the change as a "courtesy" to me. So unbelievably frustrating and I wrote to DL pleading with them to properly communicate this rule to their phone agents and sups. Great to know that a year later, they still are apparently in the dark. Thumbs down.

To be fair, the rules change faster than even I can keep up with them. I haven't found the DM line to be any worse than it was in previous years. Sadly, I spend the most amount of time on the phone with them trying to get GUC/RUCs processed. I really wish that process was automated thru the web UI. But I wonder if "strategically" they just won't add it.

On SDC:
I called to SDC a few weeks back and the agent told me that there wasn't a fare available in my fare bucket...not surprisingly since I booked a week in advance. It was something like $230 to change. I nicely told her that I had flown US the week before and they let me SDC for $75, into any open fare bucket... She tried to tell me that DL's policy was "better" since I wouldn't have had to pay anything if seats were available in my fare class. I said: "Really?, how often does that happen? People tend to book flights in advance, and advance purchase fares are rarely still available on day of departure". She capitulated and said she hadn't thought of that. I'm sure that when she had training on SDC they didn't tell her the real reason for the policy was simply a "money grab".

Time out while your friendly west coast Mod finishes dinner. A clean up is due here as well as in my kitchen.
Obscure2k
Delta Moderator
After cleaning up the thread and deleting the offensive posts , I have decided that this thread will remain closed.
O2K