DL Refusing an SDC
Jul 9, 2017, 4:39 pm
#1
Original Poster
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DL Refusing an SDC
So, I went to do an SDC today (as I have done multiple times before). I am booked in paid First (A class) When I got on the phone with DL (and, after being rejected by the initial agent and escalating) the supervisor said (1) they could not change the ticket to a ticket with a different fare class, (2) they could not change the routing, and (3) that the rules had not changed since March.
(1), (2), and (3) cannot all be true because I did a change that violated (1) and (2) about two weeks ago. Moreover it violates what is stated on the website (where there is no mention of fare class restrictions). I'm presently moving to another flight (the flight I booked was non-workable for my purposes) but I am also steaming mad and seriously (if momentarily) considered canning the flights and calling a lawyer. I'm actually mad enough to fire up my Twitter account, and I plan to call back and if this isn't an actual rule call for the agents' heads. It has been all I can do to keep my decorum on the phone.
Has anyone else run into this particular issue?
(1), (2), and (3) cannot all be true because I did a change that violated (1) and (2) about two weeks ago. Moreover it violates what is stated on the website (where there is no mention of fare class restrictions). I'm presently moving to another flight (the flight I booked was non-workable for my purposes) but I am also steaming mad and seriously (if momentarily) considered canning the flights and calling a lawyer. I'm actually mad enough to fire up my Twitter account, and I plan to call back and if this isn't an actual rule call for the agents' heads. It has been all I can do to keep my decorum on the phone.
Has anyone else run into this particular issue?
Jul 9, 2017, 4:48 pm
#2
FlyerTalk Evangelist
Join Date: Nov 2004
Location: 45° North
Programs: DL DM MM, HH Diamond
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So, I went to do an SDC today (as I have done multiple times before). I am booked in paid First (A class) When I got on the phone with DL (and, after being rejected by the initial agent and escalating) the supervisor said (1) they could not change the ticket to a ticket with a different fare class, (2) they could not change the routing, and (3) that the rules had not changed since March.
(1), (2), and (3) cannot all be true because I did a change that violated (1) and (2) about two weeks ago. Moreover it violates what is stated on the website (where there is no mention of fare class restrictions). I'm presently moving to another flight (the flight I booked was non-workable for my purposes) but I am also steaming mad and seriously (if momentarily) considered canning the flights and calling a lawyer. I'm actually mad enough to fire up my Twitter account, and I plan to call back and if this isn't an actual rule call for the agents' heads. It has been all I can do to keep my decorum on the phone.
Has anyone else run into this particular issue?
(1), (2), and (3) cannot all be true because I did a change that violated (1) and (2) about two weeks ago. Moreover it violates what is stated on the website (where there is no mention of fare class restrictions). I'm presently moving to another flight (the flight I booked was non-workable for my purposes) but I am also steaming mad and seriously (if momentarily) considered canning the flights and calling a lawyer. I'm actually mad enough to fire up my Twitter account, and I plan to call back and if this isn't an actual rule call for the agents' heads. It has been all I can do to keep my decorum on the phone.
Has anyone else run into this particular issue?
Jul 9, 2017, 4:50 pm
#3
Join Date: May 2015
Location: DCA
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Posts: 6,712
Jul 9, 2017, 4:53 pm
#4
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I'm in a Twitter exchange with @Delta and have an outstanding call, but wait times today are running well over an hour.
Jul 9, 2017, 4:58 pm
#5
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They can change a routing but your purchased fare may not allow the routing you want. There are, for example, fares between airport pairs that are valid for non-stops only.
Jul 9, 2017, 4:59 pm
#6
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Jul 9, 2017, 5:03 pm
#7
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The restriction there is "can't go from a connection to direct", and I believe that (generally) the routing must otherwise be listed on the website. I'm actually trying to add a leg (BWI-ATL-YUL to BWI-DTW-ATL-YUL) and I was able to do this on the way home just over a week ago (I changed from MSP-RIC to MSP-BOS-RIC).
Jul 9, 2017, 5:03 pm
#8
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
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So, I went to do an SDC today (as I have done multiple times before). I am booked in paid First (A class) When I got on the phone with DL (and, after being rejected by the initial agent and escalating) the supervisor said (1) they could not change the ticket to a ticket with a different fare class, (2) they could not change the routing, and (3) that the rules had not changed since March.
(1), (2), and (3) cannot all be true because I did a change that violated (1) and (2) about two weeks ago. Moreover it violates what is stated on the website (where there is no mention of fare class restrictions). I'm presently moving to another flight (the flight I booked was non-workable for my purposes) but I am also steaming mad and seriously (if momentarily) considered canning the flights and calling a lawyer. I'm actually mad enough to fire up my Twitter account, and I plan to call back and if this isn't an actual rule call for the agents' heads. It has been all I can do to keep my decorum on the phone.
Has anyone else run into this particular issue?
(1), (2), and (3) cannot all be true because I did a change that violated (1) and (2) about two weeks ago. Moreover it violates what is stated on the website (where there is no mention of fare class restrictions). I'm presently moving to another flight (the flight I booked was non-workable for my purposes) but I am also steaming mad and seriously (if momentarily) considered canning the flights and calling a lawyer. I'm actually mad enough to fire up my Twitter account, and I plan to call back and if this isn't an actual rule call for the agents' heads. It has been all I can do to keep my decorum on the phone.
Has anyone else run into this particular issue?
Jul 9, 2017, 5:12 pm
#10
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Jul 9, 2017, 5:12 pm
#11
Join Date: May 2015
Location: DCA
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Jul 9, 2017, 5:14 pm
#12
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Edit: I often do as well; here, the problem is that if I have to go through three calls with 60-90 minute wait times, I start running into a real risk of not getting to bed early enough for the replacement flight. (Edit 2: I'm more used to wait times being 20-30 minutes)
Jul 9, 2017, 5:17 pm
#13
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
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Yeah...I went through that issue once before as well. Canada is...odd, and "Canada issues" weren't cited (which would still have me loaded for bear).
Edit: I often do as well; here, the problem is that if I have to go through three calls with 60-90 minute wait times, I start running into a real risk of not getting to bed early enough for the replacement flight.
Edit: I often do as well; here, the problem is that if I have to go through three calls with 60-90 minute wait times, I start running into a real risk of not getting to bed early enough for the replacement flight.
Jul 9, 2017, 5:21 pm
#14
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With that said, I'd never heard of calling the reissue desk.
Jul 9, 2017, 6:41 pm
#15
Join Date: May 2013
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Do you have Delta status?
Your (1) (2) and (3) comments are all valid. You cannot change to any seat if your fare class isn't available. You cannot change routing. The rules haven't changed.
Just because an agent made an exception for you last time doesn't mean it can/must happen again. Data points on FT may be from Diamonds where agents are willing to bend the rules for their loyalty.
Changing routing AND without original fare class available for SDC is waiving multiple policies. And many agents will simply not do that.
Your (1) (2) and (3) comments are all valid. You cannot change to any seat if your fare class isn't available. You cannot change routing. The rules haven't changed.
Just because an agent made an exception for you last time doesn't mean it can/must happen again. Data points on FT may be from Diamonds where agents are willing to bend the rules for their loyalty.
Changing routing AND without original fare class available for SDC is waiving multiple policies. And many agents will simply not do that.