spenditonfoody

Hi All -

One of the perks I enjoy the most from Delta as a Diamond is the 4 Global upgrades I can select.

I fly back and forth to Sydney a few times a year and on the way to Sydney from LAX I like the sleepers - and on the flight back I don't need it as it is a day-time flight and I can't sleep anyway.

On one of my recent flights, they upgraded me to Sydney from LAX, and then I was in Comfort on my return flight. Delta, however, maintains that they upgraded me and burned one of my upgrade certs for it. I've asked them to tell me what my seat assignments were for that flight - and they replied with the following:

"As you requested, we have again reviewed the matter to see if we overlooked anything that might support a more favorable conclusion.
Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence. Please know that any further communications would be repetitive and likely would not prove to be productive.

Please accept our apology for the unfavorable impression you received in this instance. We appreciate your selection of Delta and will always consider it a privilege to be of service."

I've asked again for them to let me know what seats they show me being assigned in the hope that they recognize that this was not an upgraded flight - but that message doesn't give me a lot of hope.

Anyone out there know whether they store that kind of data for historical reference??

javabytes

Sounds like the data they have indicates you were upgraded. Do you happen to have your boarding pass from the return flight you can send them?

spenditonfoody

Unfortunately I don't - this was back on January 1st - I didn't realize it had been taken until I went to book another flight.

I should point out that when I spoke to customer service agents BEFORE it got kicked over to the "Contact Delta" e-mail black hole, they indicated that they could see I wasn't upgraded and that they would have it corrected..... which is why I don't buy this.

MSPeconomist

Is there a chance that DL is talking about an "upgrade" to C+ and somehow used a GUC for this, while you obviously mean upgrades to D1?

ADDED: Can you try calling the DM line instead of using the email address that seems to be getting canned responses?

gooselee

Look in your receipts on DL.com. I believe every time a ticket is reissued, and IIRC a GUC upgrade would require a reissue (unlike domestic medallion UGs).

Either way, the receipt for the completed flight would show FLWN and the final seat assignment on it. At least, it does for mine...

spenditonfoody

Good idea - I'll try that now!!

spenditonfoody

OK - so the above suggestion was interesting - the way it looks is this:

Top Line: Date, Trip Details, and then a ticket number.

First Leg: Date, Airports, and then a different ticket number - I suspect that this is the re-issue for the upgrade:

Return Leg: Date, Airports, and then THE SAME as the SECOND - which seems to indicate there wasn't a re-issue - which indicates that there was no upgrade.

thank you - armed with this I will continue to pursue.

gooselee

Is this all in one receipt? IME, DL.com will only show flights together if they are associated with the same ticket/ticket #. What does the "Status" column show for the two legs?

You want to find the receipt where Status=FLWN, as that was the ticket actually "redeemed" for your travel on the flight in question. Then over on the right it should show the actual seat assignment.

When one leg of your itinerary gets upgraded (most common for me is in the event of an SDC), that leg of the trip changes from OPEN to EXCH, and then a new receipt/ticket is issued which will show the new flight (or booking class) as well as OPEN or FLWN, depending on whether you've taken the flight or not.

ETA: Re-reading your post, I'm confused as to why ticket numbers appear so many times. On my receipts on DL.com, the ticket number only appears once.

This is going to get garbled on FT, but here's what I see when looking up a past trip:
The only numbers that appear next to specific flights/legs are the DL flight numbers (in this example, DL1234 and DL4321).

I would only see additional ticket numbers (which start with 006) if there were more than one passenger on the receipt.

spenditonfoody

ETA: Re-reading your post, I'm confused as to why ticket numbers appear so many times. On my receipts on DL.com, the ticket number only appears once.

This is going to get garbled on FT, but here's what I see when looking up a past trip:


The only numbers that appear next to specific flights/legs are the DL flight numbers (in this example, DL1234 and DL4321).

I would only see additional ticket numbers (which start with 006) if there were more than one passenger on the receipt.[/QUOTE]


So I was looking at Account Activity - your other comments made me look for receipts specifically (derp) and IT WAS PERFECT - It shows distinctly my seat assignements for the legs and clearly indicates I was in 29C and was upgraded the first leg.

I've sent a screen shot to customer service and have asked that they have a manager contact me as this is just completely clear.

I really appreciate your help!!


DATE AND FLIGHT STATUS CLASS SEAT/CABIN
LAX To to SYD | Thu 22Dec2016 | DL 41 | FLWN OP
SYD To to LAX | Sun 01Jan2017 | DL 40 | FLWN WU 29C

MSPeconomist

In response to post #8 by gooselee above:

In the above example, the letter after the word FLWN is the class, M for pretty expensive coach and W for C+. If you were upgraded, I would expect to see OP (or maybe just O) here.

BTW, does anyone know for sure whether a gate upgrade using a GUC must necessarily involve reissuing the ticket with a new ticket number? Can a GA take a shortcut and just revalidate the ticket when the upgrade clears at the gate?

gooselee

Ahh, makes sense. Save that PDF!

And yes, I was about to follow up that if you had been upgraded to DeltaOne using a GUC, your return segment should have shown "OP" under the "Class".

Based on what you've posted, it's very clear that you were upgraded using an instrument (a GUC in this case) on LAX>SYD. On SYD>LAX, you received a medallion upgrade to Comfort+ (indicated by WU), but no instrument was redeemed.

You're in the right. Don't be afraid to politely escalate when you call/email back to get it resolved.

gooselee

The example with M/W classes was mine, not OP's (OP as in original poster, not the booking class ).

On that ticket, I indeed had a very expensive M fare as a result of booking just a couple days before, and I purchased C+ on the return to have SDC flexibility.

I looked as some past receipts of mine where I'd successfully used RUCs and the receipt is updated to show RP after FLWN. My memory is a bit hazy on those, but most of my RUCs have cleared at the gate so it would be blind luck if I stumbled upon the only two that had happened to clear in advance.

MSPeconomist

Could there be a later receipt? It also looks strange that there's no seat assignment shown for the outbound segment in D1, class OP.

MSPeconomist

I understand that; I was just trying to add a further explanation to your excellent directions and example.

gooselee

If there was a later receipt, one of those legs would have shown EXCH to represent that another ticket was issued for one of those flights.

Though I agree that the missing seat assignment on the outbound seems odd.