Global upgrade certificate fiasco
Dec 1, 2016, 12:02 pm
#16
Join Date: Apr 2008
Programs: DL DM
Posts: 186
I have been DM since inception (2010 I believe, charter member?) and I have chosen GUCs every year they have offered them.
They are wildly difficult to get waitlisted properly, and even now in 2016 I have LAX/SYD and SYD/LAX waitlisted, although unaware if done properly.
(I cannot book according to available inventory, business travel)
On my trip to SIN in October, I was waitlisted, never cleared, went to the gate, and the gate agent for the DTW-NRT leg was on the phone with the DM desk as they had coded it as a RUC for some reason. The GA said that "You need to make sure these are coded correctly!" and I said, "Ma'am, I'd love to but I have to call DL DM line and have THEM do it. If I could do it myself, I WOULD LOVE TO, then I know it would be done RIGHT."
Needless to say, whenever I get a DL survey after a flight (any flight, related to GUC usage or not) I always go on and on about how poor the implementation is of the GUC product, how it should be more transparent, and [gasp!] even clear if a SEAT is available, not some ghost fare according to Rev Management.
I realize DL is a business and their primary and only goal is to return capital to shareholders, but if you are going to offer this product, then why not stand by it, promote it, be transparent and show your competitors why DL is better by making this benefit something people LOVE. Right now, I dread trying to use one, as god only knows if it will be done properly or if a NONREV will grab my D1 benefit seat because the DM desk coded it improperly.
I have had issues with 12 out of 12 of these over the past 3 years.
They are wildly difficult to get waitlisted properly, and even now in 2016 I have LAX/SYD and SYD/LAX waitlisted, although unaware if done properly.
(I cannot book according to available inventory, business travel)
On my trip to SIN in October, I was waitlisted, never cleared, went to the gate, and the gate agent for the DTW-NRT leg was on the phone with the DM desk as they had coded it as a RUC for some reason. The GA said that "You need to make sure these are coded correctly!" and I said, "Ma'am, I'd love to but I have to call DL DM line and have THEM do it. If I could do it myself, I WOULD LOVE TO, then I know it would be done RIGHT."
Needless to say, whenever I get a DL survey after a flight (any flight, related to GUC usage or not) I always go on and on about how poor the implementation is of the GUC product, how it should be more transparent, and [gasp!] even clear if a SEAT is available, not some ghost fare according to Rev Management.
I realize DL is a business and their primary and only goal is to return capital to shareholders, but if you are going to offer this product, then why not stand by it, promote it, be transparent and show your competitors why DL is better by making this benefit something people LOVE. Right now, I dread trying to use one, as god only knows if it will be done properly or if a NONREV will grab my D1 benefit seat because the DM desk coded it improperly.
I have had issues with 12 out of 12 of these over the past 3 years.
Dec 1, 2016, 12:45 pm
#17
Join Date: Apr 2005
Location: New York, western US
Programs: DM/3MM
Posts: 4,246
I have been DM since inception (2010 I believe, charter member?) and I have chosen GUCs every year they have offered them.
They are wildly difficult to get waitlisted properly, and even now in 2016 I have LAX/SYD and SYD/LAX waitlisted, although unaware if done properly.
(I cannot book according to available inventory, business travel)
On my trip to SIN in October, I was waitlisted, never cleared, went to the gate, and the gate agent for the DTW-NRT leg was on the phone with the DM desk as they had coded it as a RUC for some reason. The GA said that "You need to make sure these are coded correctly!" and I said, "Ma'am, I'd love to but I have to call DL DM line and have THEM do it. If I could do it myself, I WOULD LOVE TO, then I know it would be done RIGHT."
Needless to say, whenever I get a DL survey after a flight (any flight, related to GUC usage or not) I always go on and on about how poor the implementation is of the GUC product, how it should be more transparent, and [gasp!] even clear if a SEAT is available, not some ghost fare according to Rev Management.
I realize DL is a business and their primary and only goal is to return capital to shareholders, but if you are going to offer this product, then why not stand by it, promote it, be transparent and show your competitors why DL is better by making this benefit something people LOVE. Right now, I dread trying to use one, as god only knows if it will be done properly or if a NONREV will grab my D1 benefit seat because the DM desk coded it improperly.
I have had issues with 12 out of 12 of these over the past 3 years.
They are wildly difficult to get waitlisted properly, and even now in 2016 I have LAX/SYD and SYD/LAX waitlisted, although unaware if done properly.
(I cannot book according to available inventory, business travel)
On my trip to SIN in October, I was waitlisted, never cleared, went to the gate, and the gate agent for the DTW-NRT leg was on the phone with the DM desk as they had coded it as a RUC for some reason. The GA said that "You need to make sure these are coded correctly!" and I said, "Ma'am, I'd love to but I have to call DL DM line and have THEM do it. If I could do it myself, I WOULD LOVE TO, then I know it would be done RIGHT."
Needless to say, whenever I get a DL survey after a flight (any flight, related to GUC usage or not) I always go on and on about how poor the implementation is of the GUC product, how it should be more transparent, and [gasp!] even clear if a SEAT is available, not some ghost fare according to Rev Management.
I realize DL is a business and their primary and only goal is to return capital to shareholders, but if you are going to offer this product, then why not stand by it, promote it, be transparent and show your competitors why DL is better by making this benefit something people LOVE. Right now, I dread trying to use one, as god only knows if it will be done properly or if a NONREV will grab my D1 benefit seat because the DM desk coded it improperly.
I have had issues with 12 out of 12 of these over the past 3 years.
Dec 1, 2016, 1:54 pm
#18
Join Date: Nov 2009
Programs: DL PM 1MM
Posts: 3,441
DL AMS departures: At approximately T-24, Delta sends a copy of every flight to KLM. At that point, KLM is in control, and only KLM systems have the current seat map and seat inventory - data in DL systems related to AMS departures is "stale". After the flight departs AMS, then KLM sends Delta the results, and at that point Delta systems are current as to what happened.
After T-24 and before departure, if a Delta agent looks at their Delta system, the information they see is "stale" and does not reflect the reality actually shown in KLM systems. Same with DL.com and the DL app - their data source is Delta's systems, and information is stale - not current.
The only current source of information for flights departing AMS day of departure is KLM computer systems.
AMS has worked this way ever since NW and KLM partnered many years ago - long before the NW/DL merger.
After T-24 and before departure, if a Delta agent looks at their Delta system, the information they see is "stale" and does not reflect the reality actually shown in KLM systems. Same with DL.com and the DL app - their data source is Delta's systems, and information is stale - not current.
The only current source of information for flights departing AMS day of departure is KLM computer systems.
AMS has worked this way ever since NW and KLM partnered many years ago - long before the NW/DL merger.
Dec 1, 2016, 3:15 pm
#19
Join Date: Sep 2003
Location: Long Beach, CA
Programs: DL DM
Posts: 5,292
Dec 1, 2016, 7:52 pm
#20
Join Date: Jul 2014
Location: SFO
Programs: DL PM/1MM, Marriott Gold
Posts: 117
Yes. I had the same experience this summer.
Dec 1, 2016, 8:56 pm
#21
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,423
I've never had a GUC work smoothly with KLM (or even on DL metal out of AMS as KLM handles that). Best bet is to hope for advance clearing, otherwise head to the ST lounge in AMS and find a helpful agent.
Dec 2, 2016, 5:03 am
#22
Original Poster
Join Date: Nov 2012
Posts: 58
AMS = KLM, KLM = AMS. If you are AMS based and you want results aka want to be upgraded you don't waste time with anything called 'Delta' on the DoD.
Honey Badger Don't Give a ....! if you are A DM 360 MM Corporate traveler with a Delta reserve CC waitlisted for 2 months already currently in transit from PRG to AMS.
They are however very efficient upgrading anyone approaching them if they see the inventory @ Z=6 on a DL flight.
3 minutes after you appear you will have that upgrade. No need to bother with Delta, or such nonsense as waitinglists.
Honey Badger Don't Give a ....! if you are A DM 360 MM Corporate traveler with a Delta reserve CC waitlisted for 2 months already currently in transit from PRG to AMS.
They are however very efficient upgrading anyone approaching them if they see the inventory @ Z=6 on a DL flight.
3 minutes after you appear you will have that upgrade. No need to bother with Delta, or such nonsense as waitinglists.
Dec 2, 2016, 5:06 am
#23
Original Poster
Join Date: Nov 2012
Posts: 58
I have been DM since inception (2010 I believe, charter member?) and I have chosen GUCs every year they have offered them.
They are wildly difficult to get waitlisted properly, and even now in 2016 I have LAX/SYD and SYD/LAX waitlisted, although unaware if done properly.
(I cannot book according to available inventory, business travel)
On my trip to SIN in October, I was waitlisted, never cleared, went to the gate, and the gate agent for the DTW-NRT leg was on the phone with the DM desk as they had coded it as a RUC for some reason. The GA said that "You need to make sure these are coded correctly!" and I said, "Ma'am, I'd love to but I have to call DL DM line and have THEM do it. If I could do it myself, I WOULD LOVE TO, then I know it would be done RIGHT."
Needless to say, whenever I get a DL survey after a flight (any flight, related to GUC usage or not) I always go on and on about how poor the implementation is of the GUC product, how it should be more transparent, and [gasp!] even clear if a SEAT is available, not some ghost fare according to Rev Management.
I realize DL is a business and their primary and only goal is to return capital to shareholders, but if you are going to offer this product, then why not stand by it, promote it, be transparent and show your competitors why DL is better by making this benefit something people LOVE. Right now, I dread trying to use one, as god only knows if it will be done properly or if a NONREV will grab my D1 benefit seat because the DM desk coded it improperly.
I have had issues with 12 out of 12 of these over the past 3 years.
They are wildly difficult to get waitlisted properly, and even now in 2016 I have LAX/SYD and SYD/LAX waitlisted, although unaware if done properly.
(I cannot book according to available inventory, business travel)
On my trip to SIN in October, I was waitlisted, never cleared, went to the gate, and the gate agent for the DTW-NRT leg was on the phone with the DM desk as they had coded it as a RUC for some reason. The GA said that "You need to make sure these are coded correctly!" and I said, "Ma'am, I'd love to but I have to call DL DM line and have THEM do it. If I could do it myself, I WOULD LOVE TO, then I know it would be done RIGHT."
Needless to say, whenever I get a DL survey after a flight (any flight, related to GUC usage or not) I always go on and on about how poor the implementation is of the GUC product, how it should be more transparent, and [gasp!] even clear if a SEAT is available, not some ghost fare according to Rev Management.
I realize DL is a business and their primary and only goal is to return capital to shareholders, but if you are going to offer this product, then why not stand by it, promote it, be transparent and show your competitors why DL is better by making this benefit something people LOVE. Right now, I dread trying to use one, as god only knows if it will be done properly or if a NONREV will grab my D1 benefit seat because the DM desk coded it improperly.
I have had issues with 12 out of 12 of these over the past 3 years.
Dec 2, 2016, 5:08 am
#24
Original Poster
Join Date: Nov 2012
Posts: 58
DL AMS departures: At approximately T-24, Delta sends a copy of every flight to KLM. At that point, KLM is in control, and only KLM systems have the current seat map and seat inventory - data in DL systems related to AMS departures is "stale". After the flight departs AMS, then KLM sends Delta the results, and at that point Delta systems are current as to what happened.
After T-24 and before departure, if a Delta agent looks at their Delta system, the information they see is "stale" and does not reflect the reality actually shown in KLM systems. Same with DL.com and the DL app - their data source is Delta's systems, and information is stale - not current.
The only current source of information for flights departing AMS day of departure is KLM computer systems.
AMS has worked this way ever since NW and KLM partnered many years ago - long before the NW/DL merger.
After T-24 and before departure, if a Delta agent looks at their Delta system, the information they see is "stale" and does not reflect the reality actually shown in KLM systems. Same with DL.com and the DL app - their data source is Delta's systems, and information is stale - not current.
The only current source of information for flights departing AMS day of departure is KLM computer systems.
AMS has worked this way ever since NW and KLM partnered many years ago - long before the NW/DL merger.
Dec 2, 2016, 5:14 am
#25
Original Poster
Join Date: Nov 2012
Posts: 58
You can't blame the customer for a bad product!
Dec 2, 2016, 8:42 am
#26
Join Date: Jul 2006
Location: Earth (non-US)
Programs: NW Gold->CO->UA->DL PM
Posts: 1,340
Dec 2, 2016, 8:49 am
#27
Join Date: Jul 2006
Location: Earth (non-US)
Programs: NW Gold->CO->UA->DL PM
Posts: 1,340
Frustrating to have "Not Upgrade Eligible" sitting there for a final domestic leg, isn't it, as C+ inventory shrinks? We're 90 minutes out of ATL with 6 seats left ATM, waiting to see if anyone on the ground or at the gate can sort it out...
Dec 2, 2016, 9:00 am
#28
Join Date: Jul 2006
Location: Earth (non-US)
Programs: NW Gold->CO->UA->DL PM
Posts: 1,340
Unless GUCs are smooth and easy-to-use, DL is failing to deliver a value that could be delivered at very low cost to DL. As a shareholder, that's a problem and a lost opportunity.
At least on today's flight I wasn't offered a ham sandwich in place of the Kosher meal they couldn't order "because IT" "sorry to disappoint." If I treated my customers with this kind of "can't do" attitude, I'd lose many of them pretty quickly.
Dec 3, 2016, 6:19 pm
#29
Join Date: May 2009
Location: Singapore
Programs: Show me the points!
Posts: 1,224
Something sort of like this happened to me in SIN. Was sitting at #1 on wait list SIN-NRT night before flight only to find I had dropped to 4 at time of check in because they processed UG based on check-in time, not priority. Pretty crummy but at least I still cleared!
Dec 4, 2016, 10:51 am
#30
Join Date: Sep 2003
Location: Long Beach, CA
Programs: DL DM
Posts: 5,292