Redcoat and GA: “As a DM, you’re also subject to a standby fee”
Oct 25, 2019, 5:16 pm
#1
Original Poster
Join Date: Jul 2006
Programs: DL DM/MM
Posts: 2,270
Redcoat and GA: “As a DM, you’re also subject to a standby fee”
Arrived at JFK early and was hoping to catch an earlier flight out. I went to the gate of flight that I wanted to get on and informed the GA that I was a DM and was hoping to get home early. She said that there’s a $75 charge. I was surprised and said, “Wait, I’m a DM though. I thought there wasn’t a fee.” She shook her head and said that there’d be a charge. During this entire exchange, the redcoat next to the GA is nodding and affirming that I was subject to a $75 fee. In the end, I just walked away and stayed on my original flight, which is just as well, because I got upgraded. DMs aren’t subject to a standby fee, right?
My sense is that JFK has some of the least pleasant and sometimes combative agents, including SC staff, that I’ve experienced (out of all the DL hubs). Are these folks just charging other GM+ who aren’t aware that fees are waived for them?
My sense is that JFK has some of the least pleasant and sometimes combative agents, including SC staff, that I’ve experienced (out of all the DL hubs). Are these folks just charging other GM+ who aren’t aware that fees are waived for them?
Oct 25, 2019, 5:37 pm
#2
Join Date: May 2009
Location: Seattle, WA
Programs: DL Diamond 1.7MM, Starlux Insighter, Bonvoy Titanium, Hilton Gold, Hertz PC
Posts: 3,944
No, there is no standby fee for DM. In a case like this, your best bet is to just walk away and call the Diamond line or visit the Sky Club... you'll almost never win arguing policy with a misinformed GA, and it's better to just have someone who knows what they're doing take care of the transaction for you.
Oct 25, 2019, 5:42 pm
#3
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
There's not a whole lot you can do when someone is just wrong, but the best way to resolve it would be to pull up your phone, search Google for the benefit, and go to the page in question (in this case, this one) and politely ask if you're misunderstanding the policy. Most of the time this will at least make them rethink and either solve it on the spot or call someone else. If this still fails, and you really want to push things, try either the in-person HUCA and talk to someone else or try to escalate to the station manager.
Also, I think that phone agents can put you on standby lists now - so you can also try to call the Diamond desk.
Also, I think that phone agents can put you on standby lists now - so you can also try to call the Diamond desk.
Oct 25, 2019, 6:31 pm
#5
Join Date: Dec 2011
Programs: DL DM PM
Posts: 2,033
Arrived at JFK early and was hoping to catch an earlier flight out. I went to the gate of flight that I wanted to get on and informed the GA that I was a DM and was hoping to get home early. She said that there’s a $75 charge. I was surprised and said, “Wait, I’m a DM though. I thought there wasn’t a fee.” She shook her head and said that there’d be a charge. During this entire exchange, the redcoat next to the GA is nodding and affirming that I was subject to a $75 fee. In the end, I just walked away and stayed on my original flight, which is just as well, because I got upgraded. DMs aren’t subject to a standby fee, right?
My sense is that JFK has some of the least pleasant and sometimes combative agents, including SC staff, that I’ve experienced (out of all the DL hubs). Are these folks just charging other GM+ who aren’t aware that fees are waived for them?
My sense is that JFK has some of the least pleasant and sometimes combative agents, including SC staff, that I’ve experienced (out of all the DL hubs). Are these folks just charging other GM+ who aren’t aware that fees are waived for them?
Oct 25, 2019, 6:44 pm
#6
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,040
There's not a whole lot you can do when someone is just wrong, but the best way to resolve it would be to pull up your phone, search Google for the benefit, and go to the page in question (in this case, this one) and politely ask if you're misunderstanding the policy. Most of the time this will at least make them rethink and either solve it on the spot or call someone else. If this still fails, and you really want to push things, try either the in-person HUCA and talk to someone else or try to escalate to the station manager.
Also, I think that phone agents can put you on standby lists now - so you can also try to call the Diamond desk.
Also, I think that phone agents can put you on standby lists now - so you can also try to call the Diamond desk.
Oct 25, 2019, 6:44 pm
#7
Join Date: Aug 2013
Programs: UA- 1K, DL-DM, AA-G, BON-T
Posts: 336
Was in paid J (LAX-JFK) and tried to get on an earlier flight. The gate agent said no seats in J. I looked at the monitor at the gate and it said one J seat available. He said doesn’t see it and even if there was one seat, I would have to pay the fare difference. I said I am a Diamond and J has same day confirmed anyway. He said I was wrong. I called Delta in front of him and they put me on the flight. Was so crazy. He was mad at me. I then made him SDC my colleague who was in coach. He tried the same thing of repricing etc. But then just did it and said fine you both got the last two seats on the plane. Looks like these standbys wont get on. He was so mad he made us walk all the way around the boarding area to the other line rather than just scan our boarding pass and let us board. Oh well. I got home 1.5 hours sooner and followed the rules.
Oct 25, 2019, 6:48 pm
#8
Join Date: Nov 2005
Location: on the path to perdition
Programs: Delta, United
Posts: 4,782
Like other I would just call and get them to make the change. And I would do it right in front of the redcoat and GA. Once on my BP was scanned I would be spiteful and tell that I would be sending in a complaint on their lack knowledge.
Oct 25, 2019, 6:54 pm
#9
Join Date: Apr 2016
Posts: 1,884
Arrived at JFK early and was hoping to catch an earlier flight out. I went to the gate of flight that I wanted to get on and informed the GA that I was a DM and was hoping to get home early. She said that there’s a $75 charge. I was surprised and said, “Wait, I’m a DM though. I thought there wasn’t a fee.” She shook her head and said that there’d be a charge. During this entire exchange, the redcoat next to the GA is nodding and affirming that I was subject to a $75 fee. In the end, I just walked away and stayed on my original flight, which is just as well, because I got upgraded. DMs aren’t subject to a standby fee, right?
My sense is that JFK has some of the least pleasant and sometimes combative agents, including SC staff, that I’ve experienced (out of all the DL hubs). Are these folks just charging other GM+ who aren’t aware that fees are waived for them?
My sense is that JFK has some of the least pleasant and sometimes combative agents, including SC staff, that I’ve experienced (out of all the DL hubs). Are these folks just charging other GM+ who aren’t aware that fees are waived for them?
Oct 25, 2019, 7:00 pm
#11
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Regardless I think the system automatically waives the fee for GM...but ridiculous to loan Delta money in exchange for incompetence...
Was in paid J (LAX-JFK) and tried to get on an earlier flight. The gate agent said no seats in J. I looked at the monitor at the gate and it said one J seat available. He said doesn’t see it and even if there was one seat, I would have to pay the fare difference. I said I am a Diamond and J has same day confirmed anyway. He said I was wrong. I called Delta in front of him and they put me on the flight. Was so crazy. He was mad at me. I then made him SDC my colleague who was in coach. He tried the same thing of repricing etc. But then just did it and said fine you both got the last two seats on the plane. Looks like these standbys wont get on. He was so mad he made us walk all the way around the boarding area to the other line rather than just scan our boarding pass and let us board. Oh well. I got home 1.5 hours sooner and followed the rules.
Oct 25, 2019, 7:01 pm
#12
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
I really disagree with paying the fee. So inefficient. Loaning them money and processing a transaction, only to take up CS resources to reverse the charge and open a case and all that...just get a Red Coat or OSM with a brain to waive it right then and there
Oct 25, 2019, 7:29 pm
#14
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
In terms of "loaning them money" - that's a bit silly.. you're not loaning them anything. At the most strained, the credit card company is loaning them money - but it's unlikely that money ever even makes it to Delta's bank accounts (which takes several days to weeks) before the charge is reversed.
My biggest complaint with this approach is the further aggravation of having to submit a complaint/refund post hoc, but if you're going to complain anyways, this is a sunk cost.
Oct 25, 2019, 7:56 pm
#15
FlyerTalk Evangelist
Join Date: May 2012
Location: MCO
Programs: AA, B6, DL, EK, EY, QR, SQ, UA, Amex Plat, Marriott Tit, HHonors Gold
Posts: 12,809
This is exactly the kind of thing I would expect... from AA.
This is not acceptable service and you should definitely report this to DL.
Random side note, about a year and a half ago I was in a similar situation and had the opposite experience. I was non-status flying into JFK from YVR on CX in J. I was on a separate ticket on DL in F to MCO and purposely booked a lengthy connection because of the separate tickets. I was hoping to get on an earlier flight which still had a number of F seats available and asked the SC agent if it would be possible. She was able to confirm me on the earlier flight with no issues and didn't charge a fee or anything. I assumed I would have to pay something.
This is not acceptable service and you should definitely report this to DL.
Random side note, about a year and a half ago I was in a similar situation and had the opposite experience. I was non-status flying into JFK from YVR on CX in J. I was on a separate ticket on DL in F to MCO and purposely booked a lengthy connection because of the separate tickets. I was hoping to get on an earlier flight which still had a number of F seats available and asked the SC agent if it would be possible. She was able to confirm me on the earlier flight with no issues and didn't charge a fee or anything. I assumed I would have to pay something.