Delta Gate Agent Problem
Sep 16, 2017, 2:58 pm
#17
Join Date: Apr 2011
Posts: 9
Steps of this incident. original reservation was MCO-ATL-DCA
1. Arrived at MCO for 1730 flight at 1400. Shortly after arrival the flight was cancelled due to weather.
2. Called Skymiles member line immediately and explained it was very important we get to DC. Agent searched for alternate flights but none were available. I offered to drive to ATL and fly from there. We already had seat assignments
3. Agent said I will issue a ticket for that segment. Sorry about the MCO flight cancellation.
4. Immediately received a confirmation email. Also, checked my Skymiles app and the website and noted new boarding passes OU [complementary upgrade] seat 3A and 3B.
5. Arrived at ATL several hours before flight. Went to Sky Priority check in to check my bag. Was issued boarding passes for 3A and 3B.
6. Was told by gate agent I didn't have seat and may not get one.
History shows on Delta's system I had seats one hour before boarding started according to Delta representative who investigated later.
I have the boarding passes.
1. Arrived at MCO for 1730 flight at 1400. Shortly after arrival the flight was cancelled due to weather.
2. Called Skymiles member line immediately and explained it was very important we get to DC. Agent searched for alternate flights but none were available. I offered to drive to ATL and fly from there. We already had seat assignments
3. Agent said I will issue a ticket for that segment. Sorry about the MCO flight cancellation.
4. Immediately received a confirmation email. Also, checked my Skymiles app and the website and noted new boarding passes OU [complementary upgrade] seat 3A and 3B.
5. Arrived at ATL several hours before flight. Went to Sky Priority check in to check my bag. Was issued boarding passes for 3A and 3B.
6. Was told by gate agent I didn't have seat and may not get one.
History shows on Delta's system I had seats one hour before boarding started according to Delta representative who investigated later.
I have the boarding passes.
Sep 16, 2017, 3:15 pm
#18
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: 100,404
Had a crap GA (wearing a red polo) at ATL yesterday on 2150. He was rude and condescending to multiple people while checking bags due to overhead bin space being "full" (it wasn't once on board).
There was a red coat in the jetway and I asked her the gentlemans name (his badge was turned around and not visible) and she refused to give it to me and kind of laughed it off and walked away.
There was a red coat in the jetway and I asked her the gentlemans name (his badge was turned around and not visible) and she refused to give it to me and kind of laughed it off and walked away.
Sep 16, 2017, 3:21 pm
#19
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: 100,404
Steps of this incident. original reservation was MCO-ATL-DCA
1. Arrived at MCO for 1730 flight at 1400. Shortly after arrival the flight was cancelled due to weather.
2. Called Skymiles member line immediately and explained it was very important we get to DC. Agent searched for alternate flights but none were available. I offered to drive to ATL and fly from there. We already had seat assignments
3. Agent said I will issue a ticket for that segment. Sorry about the MCO flight cancellation.
4. Immediately received a confirmation email. Also, checked my Skymiles app and the website and noted new boarding passes OU [complementary upgrade] seat 3A and 3B.
5. Arrived at ATL several hours before flight. Went to Sky Priority check in to check my bag. Was issued boarding passes for 3A and 3B.
6. Was told by gate agent I didn't have seat and may not get one.
History shows on Delta's system I had seats one hour before boarding started according to Delta representative who investigated later.
I have the boarding passes.
1. Arrived at MCO for 1730 flight at 1400. Shortly after arrival the flight was cancelled due to weather.
2. Called Skymiles member line immediately and explained it was very important we get to DC. Agent searched for alternate flights but none were available. I offered to drive to ATL and fly from there. We already had seat assignments
3. Agent said I will issue a ticket for that segment. Sorry about the MCO flight cancellation.
4. Immediately received a confirmation email. Also, checked my Skymiles app and the website and noted new boarding passes OU [complementary upgrade] seat 3A and 3B.
5. Arrived at ATL several hours before flight. Went to Sky Priority check in to check my bag. Was issued boarding passes for 3A and 3B.
6. Was told by gate agent I didn't have seat and may not get one.
History shows on Delta's system I had seats one hour before boarding started according to Delta representative who investigated later.
I have the boarding passes.
Getting boarding passes would seem to suggest that everything was OK, but without status you shold not have received upgrades to FC. IMO the GA should have kicked you back to coach since there were elites on the upgrade list but not kicked you off the flight.
Sep 16, 2017, 3:48 pm
#20
Join Date: Oct 2009
Location: MSP
Programs: Delta PM, 1MM
Posts: 3,784
Steps of this incident. original reservation was MCO-ATL-DCA
1. Arrived at MCO for 1730 flight at 1400. Shortly after arrival the flight was cancelled due to weather.
2. Called Skymiles member line immediately and explained it was very important we get to DC. Agent searched for alternate flights but none were available. I offered to drive to ATL and fly from there. We already had seat assignments
3. Agent said I will issue a ticket for that segment. Sorry about the MCO flight cancellation.
4. Immediately received a confirmation email. Also, checked my Skymiles app and the website and noted new boarding passes OU [complementary upgrade] seat 3A and 3B.
5. Arrived at ATL several hours before flight. Went to Sky Priority check in to check my bag. Was issued boarding passes for 3A and 3B.
6. Was told by gate agent I didn't have seat and may not get one.
History shows on Delta's system I had seats one hour before boarding started according to Delta representative who investigated later.
I have the boarding passes.
1. Arrived at MCO for 1730 flight at 1400. Shortly after arrival the flight was cancelled due to weather.
2. Called Skymiles member line immediately and explained it was very important we get to DC. Agent searched for alternate flights but none were available. I offered to drive to ATL and fly from there. We already had seat assignments
3. Agent said I will issue a ticket for that segment. Sorry about the MCO flight cancellation.
4. Immediately received a confirmation email. Also, checked my Skymiles app and the website and noted new boarding passes OU [complementary upgrade] seat 3A and 3B.
5. Arrived at ATL several hours before flight. Went to Sky Priority check in to check my bag. Was issued boarding passes for 3A and 3B.
6. Was told by gate agent I didn't have seat and may not get one.
History shows on Delta's system I had seats one hour before boarding started according to Delta representative who investigated later.
I have the boarding passes.
Sep 16, 2017, 4:25 pm
#21
Join Date: Aug 2016
Location: SFO
Programs: BR Diamond, Dynasty Flyer Paragon, Marriott Lifetime Plat
Posts: 1,926
There are inconsistencies in the timing of this. If the OP arrived at MCO at 1400, dealt with the cancelled flight, contacted Delta to rebook, returned to parking garage for car, made the six-hour drive to ATL, and parked the car again, there is no way to arrive at ATL "several hours" before the last flight ATL-DCA, which departs at 10:05PM
Sep 16, 2017, 5:05 pm
#22
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
While the timing is off, this version, unlike the original, at least makes some sense. If OP does pursue this with DL, he needs to be absolutely accurate as DL can see when every agent made every entry. If OP is uncertain, just stick with "approximately."
I suspect that in the mess surrounding Irma, agents were pressed into service and supervisors were not available. The agent with whom OP spoke, likely did rebook OP on another ticket and into F because the flight was likely sold out in Y. While that is not the process which ought to occur, it is what did occur. (Supervisor ought to have obtained permission to upgrade #1 and 2 and then issue the Y seats to OP).
But, somewhere along the way, DL did not ticket the new ATL-DCA, and the gate kicked out the BP's because they were not associated with a ticket (a cursory glance would have shown the original ticket refunded and reservation cancelled).
OP really does not have a beef about being seated in Y. That is where he was ticketed. The GA can't do what OP thinks on her "own accord." The system handles it for her and OP as a non-elite can't support an upgrade, so back to steerage he goes.
My advice is contrary to OP's. The key is an e-ticket. Nothing short of an e-ticket gets you onboard a flight. BP's can be reprinted, but e-tickets need to be issued. The easiest thing here would have been to ask an MCO agent to issue paper tickets. DL hates this and it should not be necessary in 2017, but that is the easiest solution.
OP can complain to DL, but DL is likely to respond that it regrets the situation and hopes that OP understands that Irma created unique challenges. If DL does do an internal look, the phone agent will have learned a lesson: don't do anyone any favors. Just cancel the MCO-DCA ticket if OP wants and issue a refund. Then sell a new ATL-DCA and be done with it.
I suspect that in the mess surrounding Irma, agents were pressed into service and supervisors were not available. The agent with whom OP spoke, likely did rebook OP on another ticket and into F because the flight was likely sold out in Y. While that is not the process which ought to occur, it is what did occur. (Supervisor ought to have obtained permission to upgrade #1 and 2 and then issue the Y seats to OP).
But, somewhere along the way, DL did not ticket the new ATL-DCA, and the gate kicked out the BP's because they were not associated with a ticket (a cursory glance would have shown the original ticket refunded and reservation cancelled).
OP really does not have a beef about being seated in Y. That is where he was ticketed. The GA can't do what OP thinks on her "own accord." The system handles it for her and OP as a non-elite can't support an upgrade, so back to steerage he goes.
My advice is contrary to OP's. The key is an e-ticket. Nothing short of an e-ticket gets you onboard a flight. BP's can be reprinted, but e-tickets need to be issued. The easiest thing here would have been to ask an MCO agent to issue paper tickets. DL hates this and it should not be necessary in 2017, but that is the easiest solution.
OP can complain to DL, but DL is likely to respond that it regrets the situation and hopes that OP understands that Irma created unique challenges. If DL does do an internal look, the phone agent will have learned a lesson: don't do anyone any favors. Just cancel the MCO-DCA ticket if OP wants and issue a refund. Then sell a new ATL-DCA and be done with it.
Sep 16, 2017, 5:11 pm
#23
Join Date: Oct 2009
Location: MSP
Programs: Delta PM, 1MM
Posts: 3,784
I think that under the circumstances of Hurricane Irma, the two people involved were fortunate that Delta somehow got them to their destination.
Sep 16, 2017, 6:07 pm
#24
Join Date: Apr 2011
Posts: 9
I most likely will not be using Delta as much in the future. I have noticed their customer service going down in general over the past couple of years. Ny experience recently just confirms this. As I fly primarily internationally there are better options anyway.
Sep 16, 2017, 6:31 pm
#25
Suspended
Join Date: Nov 2010
Location: MEM
Programs: Starbucks Green Card
Posts: 5,431
By the way I have "status" , currently Platinum and have been for quite a few years I've flown 150000 miles thus far this year with Delta.
I most likely will not be using Delta as much in the future. I have noticed their customer service going down in general over the past couple of years. Ny experience recently just confirms this. As I fly primarily internationally there are better options anyway.
I most likely will not be using Delta as much in the future. I have noticed their customer service going down in general over the past couple of years. Ny experience recently just confirms this. As I fly primarily internationally there are better options anyway.
Sep 16, 2017, 6:33 pm
#26
Join Date: Feb 2003
Location: HKY
Programs: DL-DM MM & RW, UAL- PS, Marriott Lifetime PLT, SPG-PLT, Hilton-Gold
Posts: 4,468
By the way I have "status" , currently Platinum and have been for quite a few years I've flown 150000 miles thus far this year with Delta.
I most likely will not be using Delta as much in the future. I have noticed their customer service going down in general over the past couple of years. Ny experience recently just confirms this. As I fly primarily internationally there are better options anyway.
I most likely will not be using Delta as much in the future. I have noticed their customer service going down in general over the past couple of years. Ny experience recently just confirms this. As I fly primarily internationally there are better options anyway.
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Sep 16, 2017, 6:53 pm
#27
Join Date: Oct 2016
Programs: Delta DM
Posts: 71
My advice is contrary to OP's. The key is an e-ticket. Nothing short of an e-ticket gets you onboard a flight. BP's can be reprinted, but e-tickets need to be issued. The easiest thing here would have been to ask an MCO agent to issue paper tickets. DL hates this and it should not be necessary in 2017, but that is the easiest solution.
Sep 16, 2017, 6:55 pm
#28
Join Date: Apr 2011
Posts: 9
Moderator please delete all user names associated with my account. Close my account. Apparently there has been a foul up when I reactivated my account and it is confusing people
Sep 16, 2017, 7:35 pm
#29
Join Date: Jun 2014
Location: PSC
Programs: Hilton Diamond/IHG Platinum/DL Plutononium
Posts: 1,728
This thread is just nuts lol
Sep 16, 2017, 8:08 pm
#30
Suspended
Join Date: Nov 2010
Location: MEM
Programs: Starbucks Green Card
Posts: 5,431
no kidding
1) we have people just assuming for no apparent reason that OP has no status and freaking out that he got an upgrade that he is supposedly not entitled to
2) I ask if someone is the OP and the next response is "omg call the police the RULES are being BROKEN"
1) we have people just assuming for no apparent reason that OP has no status and freaking out that he got an upgrade that he is supposedly not entitled to
2) I ask if someone is the OP and the next response is "omg call the police the RULES are being BROKEN"