Had an interesting experience tonight: I called in to change a flight (SDC) within the 24 hours. Originally the Platinum agent told me there was a $200 change fee. When I indicated that it was SDC and there was FC inventory, he told me that there is a note in my file that I have apparently been asking for several waivers of the fee this year and they can’t do it.

I escalated to supervisor who immediately apologized and processed the SDC, but she did note that I have asked for several “waivers” of the change fee.

I have often called in to change flights outside of SDC but never asked; I’ve been told it is being waived FOR me as a courtesy to me being Platinum, but that’s only happened once or twice in two years. I did ask on Twitter one time and it was granted but I’m a little concerned if agents are 1.) documenting these waivers and 2.) if the waivers are INCLUDING SDC changes (which don’t have the fee).

again, I take full responsibility for asking and acknowledge that it’s not policy. Just found it interesting that apparently this is tracked.

Why is this surprising? DL, just like AA and UA, tracks every possible metric it can and then uses that data.

This is not about an agent noting anything, but rather about the fact that an agent executed a waiver and that is a data point. At some point, you are flagged as receiving more than you are giving and no more "courtesy" waivers for you.

SDC is, of course, a different matter and the supervisor promptly dealt with the issue.

The concern is that many agents aren't aware of the SDC into any open FC seat rule (regardless of fare class). If they document such changes as waivers when they're perfect try fine free SDCs, people could be unfairly tagged as having benefitted from too many waivers.

did you read my post? I fully acknowledge that I have received a few waivers. My CONCERN is that they tried to count a legitimate SDC as a request for a waiver.

Yes, I did.

This is all automated. When the agent overrides a fee, whether it is for a change or some other thing, that is one more metric. An SDC does not generate a fee for you and there is accordingly nothing to waive.

if an agent doesn’t understand the published SDC rules and imposes a fee which is subsequently waived, I strongly suspect that the waiver remains on the record, regardless of the fact that it was erroneously applied

Why are your posts so unfriendly? OP was asking a legit question and expressing a concern that I think most of us can understand and would share.

Automated or not, agents can leave notes even if they’re wrong.

If I was the OP, I would have asked the Supervisor the either review whether the past fee waivers were documented correctly, or to leave some more recent notes about SDC not requiring any fee for PM and also reinforcing the F SDC policy.

over 43,000 posts = know it all. (an unfriendly one at that)

thanks for the advice. I’m attempting a different SDC in a few days and I’ll definitely ask about this! Thanks for actually being helpful!

Of course! I had a similar thing come up awhile back and a nice Supervisor who understand the distinction offered to leave some notes to override/explain what the previous rogue had done.

Never heard agents bring it up again after that. Hope it works out for you!

I suspect this, or some variant such as due to quick processing or technical difficulties with SDC, commonly results in the waiver of a fee without the passenger ever knowing. For example, a SDC change on a flight that has been upgraded with a RUC often results in a change of class from upgrade class to a "C" class booking. I had it happen twice recently on the same itinerary. In both cases the agent initially told me there was no space to move to the new flight, even though there was FC availability. When I gently pushed back on them, they made the change and I ended up with what looked like and credited as a FC fare. I'd be willing to bet there was a waiver in each of those situations. Interestingly, on that same itinerary, I had a 3rd change (trip was a CF) and on that change the agent did it correctly and I stayed in whatever the RUC upgrade class is (OY or OU?)

Makes you wonder if that recent letter regarding waivers from DAL that was posted to OMAAT and linked in this forum was real. Lot of people thought it fake, but I'm not so sure it wasn't just a poorly worded letter by a non-well supervised CSR.

I've had a couple of changes this year and the agents have commented (or in one case even grumbled to me) about needing detailed for the reticketing desk for a waiver, and how strict they've become on requiring documentation. She even said that they needed to "chill out." I haven't seen any decrease in agents just getting the job done, but there's definitely more paperwork now. While I get that excessive waivers and favors aren't always best for the business' bottom line, the culture of "let's just get you where you need to go as quickly as we can" is a huge part of my loyalty to Delta, and it looks like we're in the opening stages of this being scaled back, unfortunately.

I had a situation earlier this year where I changed a ticket and apparently (according to a supervisor) the agent made a number of errors, including documenting that he was waiving the change fee (I hadn't asked and wasn't even aware that this was being done since the total cost was about what I had expected based on looking at fare differences) and then charging me the change fee anyway. Now I'm starting to worry about whether I should worry.

WHAT is going on with DL?? I’ve been a DM for many years and a year or two ago agents were jumping through hoops to be helpful when I never even asked for it. Now we’re seeing posts like OP’s as well as the letter posted on OMAAT from a reader who may or may not have deserved it. Delta’s profits are higher then ever, they continue to be recognized/awarded, yet customer service is taking a severe nosedive and bordering on hostile. I frankly don’t get it.