Quite possibly the worst Delta experience in 30 years and 1.5 M miles
#31
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,231
Is nobody else shocked that buying a ticket on Delta.com with an alliance partner could result in two separate PNRs with two separate tickets? And we're absolutely sure this isn't the case of having two PNRs because one airline is on Sabre and the other Apollo (or whichever, I don't know what DL or MU use)?
Certainly in that case, even if you can't OLCI with MU, there should be no issue checking in for both flights at ATL.
I'm kind of flabbergasted DL would sell a connecting itinerary as two separate reservations/tickets.
ETA: OK, I see now that at least one other person is shocked.
Certainly in that case, even if you can't OLCI with MU, there should be no issue checking in for both flights at ATL.
I'm kind of flabbergasted DL would sell a connecting itinerary as two separate reservations/tickets.
ETA: OK, I see now that at least one other person is shocked.
#32
Join Date: Feb 2007
Location: SJC, SFO
Programs: Delta DM, IHG Spire, Hertz PC, H.com Gold^3, lowly something on others...
Posts: 1,260
I called DM desk and ask what needs to be done so they will protect the return leg of my biz trip since I won't fly the outbound one. Zero compassion or care from the DM rep and he right away asked I fax in verifiable hospital records and diagnosis! When I questioned the rational for that, he then decided to make propose changes to both of my tickets, so I get hit with the change fee twice, one on each ticket, plus fare differences. When I challenged him, as they why not just abandon the first ticket (not fly the return) and change the second ticket, which would actually net a tiny credit including the change fee, he told me non change until I fax in the hospital information. I almost blew a gasket! I didn't ask for any waiver on fee, I just wanted to know if there is anyway to protect my return leg on my biz trip. Even with my suggested change to the second ticket, I would not be out of a dime and would actually net a credit. In a situation like this, DL pockets a nice amount of profit!
Ironically, I almost NEVER change my flights. The only other time I did a flight change of all the years I have been a DM, was also for a family emergency. If I finish my trip early, I stay and take the planned flight. If I need to extend my trip, I usually just buy a 2nd one-way ticket because it's often cheaper than modify the first ticket. I am just blown away as the horrible attitude you get at DM desk these days. For all the revenue given to them over the years, even at time when DL is not the most sensible choice, and having slept at 2 airports with their computer melt downs last year, NOT a single sign of compassion or heart for that matter.
#33
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Now I am back to not being certain of the two PNR vs. two ticket issue and that is a critical difference.
DL and MU would each assign their own PNR on a single ticket. Or, there were two tickets issued and that necessitated two DL PNR's. Or DL could have booked both tickets in a single PNR and MU still would have issued a separate PNR. Without knowing the answer to this for certain, it is impossible to identify the solution, if there is one.
Sounds to me more as though there is one ticket with a DL PNR and a separate MU PNR. In that case, OP would not be eligible for SDC. The glitch with MU about the ticket number appears resolved.
If this is the case, this is far from bad service by DL, simply routine processing of an interline ticket with MU not permitting OLCI.
DL and MU would each assign their own PNR on a single ticket. Or, there were two tickets issued and that necessitated two DL PNR's. Or DL could have booked both tickets in a single PNR and MU still would have issued a separate PNR. Without knowing the answer to this for certain, it is impossible to identify the solution, if there is one.
Sounds to me more as though there is one ticket with a DL PNR and a separate MU PNR. In that case, OP would not be eligible for SDC. The glitch with MU about the ticket number appears resolved.
If this is the case, this is far from bad service by DL, simply routine processing of an interline ticket with MU not permitting OLCI.
#34
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Definitely call up DL and explain what happened with the first agent who was charging you for SDC and ask to get that additional price refunded. As others said, since it is a different ticket you should've been able to do a simple SDC at T-24h from check in to any other flight that has a seat up front. If GM or higher, its free. Otherwise, $75. Sounds like they charged you for the price difference and reissued the ticket, although waived the $200 domestic ticket change fee.
If it was on one ticket, they wouldn't be able to do a SDC and would have to change the entire ticket including the MU portion... and it would've been a lot more money.
If it was on one ticket, they wouldn't be able to do a SDC and would have to change the entire ticket including the MU portion... and it would've been a lot more money.
#35
Join Date: Sep 2003
Location: OSL
Posts: 2,643
This sounds to me quite simple. China Eastern and DL use two different GDSs, and whilst ticket numbers travel across, PNRs are often different. OP; are the PNRs meaningfully different, ie one is all letters or 5/6 numbers? As pointed out, you should be able to check in fully at origin through to PVG.
#37
Join Date: Oct 2010
Location: SEA
Programs: UA 1K, AS MVPG, DL GM, Marriott Titanium, Hilton Diamond
Posts: 2,266
Just looking through fare rules for ATL-PVG, DL business class fares don’t appear to allow transpacific travel on MU. If I look DL business class fares in JFK-PVG, they do have Z fares that allow for transpacific travel on MU. I am assuming this would mean the OP booked a domestic ATL-JFK and separate international JFK-PVG ticket and is self connecting. This appears like it could save quite a bit of money and wouldn’t be allowed on one ticket in anything lower than a full J fare. I can’t imagine delta.com selling an itinerary with two separate tickets and if it did I’m guessing it would disclose that and show up on your eticket receipt.
#39
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Just looking through fare rules for ATL-PVG, DL business class fares don’t appear to allow transpacific travel on MU. If I look DL business class fares in JFK-PVG, they do have Z fares that allow for transpacific travel on MU. I am assuming this would mean the OP booked a domestic ATL-JFK and separate international JFK-PVG ticket and is self connecting. This appears like it could save quite a bit of money and wouldn’t be allowed on one ticket in anything lower than a full J fare. I can’t imagine delta.com selling an itinerary with two separate tickets and if it did I’m guessing it would disclose that and show up on your eticket receipt.
#40
Original Poster
Join Date: Sep 2012
Posts: 18
Just looking through fare rules for ATL-PVG, DL business class fares don’t appear to allow transpacific travel on MU. If I look DL business class fares in JFK-PVG, they do have Z fares that allow for transpacific travel on MU. I am assuming this would mean the OP booked a domestic ATL-JFK and separate international JFK-PVG ticket and is self connecting. This appears like it could save quite a bit of money and wouldn’t be allowed on one ticket in anything lower than a full J fare. I can’t imagine delta.com selling an itinerary with two separate tickets and if it did I’m guessing it would disclose that and show up on your eticket receipt.
I happened to notice that CE’s Business class fare is less than half the cost of Delta. So I contacted Delta and asked the agent about booking me ATL-JFK-PVG. The Delta agent I spoke with said she could do it but was unable to book this under one PNR and it would be split into to tickets. I was fine with this, but was never informed that Delta would be unable to check me in and that I would physically have to go to CE ticket counter at JFK and check in for my flight and then go through security again. Given I only had a two hour layover and the CE desk closes the flight an hour before departure I realized I had a very tight window. That’s why I contacted Delta and requested to be put on an earlier flight. Delta should have realized the issue, even though it was under two separate PNR’s they should have waived the fee. (I had misstated in my original post that I had Z fare, which was not totally correct. I had Z on the JFK-PVG leg, but T on the ATL-JFK but had cleared to FC on a RUC). I understand the fare rules and same class of service not being available, but Delta should have waived the fee given they issued the tickets under two PNR’s and failed to inform me that they would not be able to check me in for the connecting flight.
#41
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Join Date: Sep 1999
Location: New York, NY, USA
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.......The Delta agent I spoke with said she could do it but was unable to book this under one PNR and it would be split into to tickets..........but was never informed that Delta would be unable to check me in and that I would physically have to go to CE ticket counter at JFK and check in for my flight and then go through security again..........
Your valid complaint is poor explanation by DL phone agent when booking your ticket. Write to DL and they may throw in some Skymiles.
Last edited by TerryK; Apr 21, 2018 at 5:00 am
#42
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edited to add: ah, OK, he did clarify that in a later post
Last edited by pvn; Apr 21, 2018 at 6:27 am
#43
Join Date: Feb 2016
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(I had misstated in my original post that I had Z fare, which was not totally correct. I had Z on the JFK-PVG leg, but T on the ATL-JFK but had cleared to FC on a RUC). I understand the fare rules and same class of service not being available, but Delta should have waived the fee given they issued the tickets under two PNR’s and failed to inform me that they would not be able to check me in for the connecting flight.
Call and get this refund or voucher! DL doesn't need your charity.
That's how it works when you are on separate tickets. How it was booked, or who booked it, is irrelevant. Note you are also not protected in case of irregular operations. i.e. if ATL-JFK is delayed, or cancelled, and you miss your MU flight, DL will not protect you as you are on separate tickets. Again, how it was booked is irrelevant.
Your valid complaint is poor explanation by DL phone agent when booking your ticket. Write to DL and they may throw in some Skymiles.
Your valid complaint is poor explanation by DL phone agent when booking your ticket. Write to DL and they may throw in some Skymiles.
Also, hilarious that you mention booking under one ticket for protection. I've tried to get DL to book me on one ticket so many times recently; because of an overnight connection, the agent claims "computer says no" and then suggests I buy two tickets. WHAT?! Point is, their own people are incompetent at making the reservation.
#44
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
....Also, hilarious that you mention booking under one ticket for protection. I've tried to get DL to book me on one ticket so many times recently; because of an overnight connection, the agent claims "computer says no" and then suggests I buy two tickets. WHAT?! Point is, their own people are incompetent at making the reservation.
Overnight, which is what I do when on separate tickets, is not an issue as you have plenty of cushion built in. I did suggest that DL should throw in some Skymiles for poor service.
#45
Join Date: Dec 2005
Location: IPT
Programs: DL Diamond, Hilton Life Diamond, Hertz Presidents, former US former Charimans
Posts: 131
I read this and I just had to comment - you've flown 30 years and 1.5 Million miles and this is the WORST travel experience you've ever had? Are you sure? It seems like there MUST be worse. I've flown 2MM across two airlines and this kind of incident wouldn't even make the top 100 list of "worst airline experiences". Granted, most of my bad experiences happened during the 2002-2008 era, but still, "I tried to change my ticket and an agent applied an unfortunately strict but technically accurate version of the rules" isn't exactly on par with something like "I sat on the tarmac for 6 hours with the A/C off and broken toilets" (as used to be more common), or "we almost landed on a house not a runway" (that wasn't Delta).
It seems perhaps you just got a gruff agent on a bad day? Or someone who didn't know the system? Or who was usually a "regular" call center agent but handled your call to reduce wait time - I mean, it may be that you needed to say the phrase "Same Day Confirmed" to this person so that it would occur to them, and then they could process you under that rule.
It seems perhaps you just got a gruff agent on a bad day? Or someone who didn't know the system? Or who was usually a "regular" call center agent but handled your call to reduce wait time - I mean, it may be that you needed to say the phrase "Same Day Confirmed" to this person so that it would occur to them, and then they could process you under that rule.