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Delta: Refund/Mileage Redeposit/Cancellation/Rebooking During COVID19

Delta: Refund/Mileage Redeposit/Cancellation/Rebooking During COVID19

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Old Jul 11, 21, 4:15 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: tearex
Wiki Link
Delta: Can I Cancel/Change My Flight?

Some important info about award tickets is buried on the Coronavirus Travel Updates overview page: https://www.delta.com/us/en/advisori...ravel/overview

Click to expand FAQs at the bottom, item 10:

10. What if I paid for my original trip with miles?

The same rules apply whether a flight is booked with cash or miles. For award flights that qualify for a change fee waiver, we are also waiving the mile redeposit fee.
i.e. if the same ticket would be eligible for a change fee waiver if it were a cash ticket, then it is eligible for a waived redeposit fee as an award ticket.

Refund Status Checker: https://www.delta.com/refunds/checkR...sAction.action

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Old Sep 8, 20, 11:44 am
  #1816  
 
Join Date: Jan 2018
Programs: DL PM, HH Diamond
Posts: 25
One more data point, which is an update to a post I made on June 27. All it seems to illustrate is the wide variance in time to refund a Delta SkyMiles AMEX pay with miles ticket.

03 May phone call to request refund for June TATL flight cancelled by Delta. Advised it could take 30 business days.
27 June follow-up phone call led to immediate miles redeposit after Medallion line agent consulted with Refunds. Told that cash refund might take another month.
28 August follow up phone call led to Medallion agent and her supervisor escalating the case with Refunds and getting a commitment to process the cash refund in 7 days.
04 September email advising the refund had been processed.
06 September credit posted to AMEX.

Like @progapanda experienced, escalation to a supervisor seemed to do the trick. In my case the Medallion agent who triggered the escalation conveyed to me that both she and her supervisor were mystified at the length of time this was taking.

An odd feature of this process is that from mid-June until late-August I had an e-credit for the full (i.e. cash and miles) ticket value sitting in my wallet – even after the miles, representing about 70% of that total had been redeposited. An agent advised that after a system update in June e-credits were showing up for many people who had cash refunds in process and that the credit would eventually disappear when the refund was issued. It is when I saw that e-credit disappear I made the call that appeared to bring things to a resolution.
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Old Sep 8, 20, 6:00 pm
  #1817  
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Originally Posted by tayfor2011 View Post
Credit hit card this morning
+1 for DL agents who are helpful.
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Old Sep 9, 20, 6:22 pm
  #1818  
 
Join Date: Feb 2004
Location: ATL/SLC
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I canceled a ticket (SLC-BNE) right after Virgin Australia went into Administration. I submitted the cancellation and refund request on June 20th.

About a month later I noticed I had credits available to use, but no visibility into amounts - with instructions to call. I had no other contact from Delta at that point.

As it turns out, I had another trip I had to book, so I was able to call in and use those credits.

Today, 2.5 months after submitting my refund request, they finally acknowledged my request - and then said they couldnt refund it because I had used the credit for a new booking. Admittedly, I had forgotten that I had even submitted a request for refund, so this was a bit amusing to me.
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Old Sep 11, 20, 2:10 am
  #1819  
 
Join Date: May 2017
Location: PRG
Programs: British Airways
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I have a EU-Hawaii ticket for travel in December, bought on March 14th. What if the US border remains closed for EU citizens until then? Am I eligible for cash refund?
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Old Sep 11, 20, 4:53 am
  #1820  
 
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Originally Posted by sluneckov View Post
I have a EU-Hawaii ticket for travel in December, bought on March 14th. What if the US border remains closed for EU citizens until then? Am I eligible for cash refund?
You will not be eligible for a cash refund unless the flight is canceled.
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Old Sep 11, 20, 12:22 pm
  #1821  
 
Join Date: Feb 2012
Location: STL
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Data point:
- refund requested May 22 (Int'l cash+voucher paid ticket)
- refund processed email 9/11 (Cash back to CC, voucher to be reinstated via separate email)

- Refunds requested May 15. x3 on same PNR (Int'l cash + voucher paid, but included an up-fare and then a routing change and ticket re-issue).... still waiting....

FWIW, I ended up sending a comment/complaint to DOT about these refund delays after calling and contacting Twitter and getting absolutely nowhere. I'm sure nothing will come of it, but wanted it on the record as DL is clearly deliberately slow rolling by choosing not to assign more processing power. Ever since I've started flying DL, to me these refund delays have been by far their biggest service failure.

Edited to add: the other 3 refunds are also now processed, but are incomplete. In all the exchanges and reroutes, the upfares got lost. I have all the dated receipts, so will follow up with the agent to reprocess the almost $3k in upfares as a refund also.

Last edited by woodenshoe101; Sep 11, 20 at 5:48 pm Reason: updated with other refund results.
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Old Sep 11, 20, 2:04 pm
  #1822  
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Originally Posted by woodenshoe101 View Post
Data point:
- refund requested May 22 (Int'l cash+voucher paid ticket)
- refund processed email 9/11 (Cash back to CC, voucher to be reinstated via separate email)

- Refunds requested May 15. x3 on same PNR (Int'l cash + voucher paid, but included an up-fare and then a routing change and ticket re-issue).... still waiting....

FWIW, I ended up sending a comment/complaint to DOT about these refund delays after calling and contacting Twitter and getting absolutely nowhere. I'm sure nothing will come of it, but wanted it on the record as DL is clearly deliberately slow rolling by choosing not to assign more processing power. Ever since I've started flying DL, to me these refund delays have been by far their biggest service failure.
Prior to CV19 DL was at top of the game for refunds, even when not required. It's part of reason AF/KL wanted to takeover their NA call operations. They felt DL was letting money out to loosely.
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Old Sep 11, 20, 8:23 pm
  #1823  
 
Join Date: Dec 2010
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You can also hope for an at least 90-minute schedule change (since you were ticketed in March), which would allow you to get a refund in a couple of months.

Originally Posted by sluneckov View Post
I have a EU-Hawaii ticket for travel in December, bought on March 14th. What if the US border remains closed for EU citizens until then? Am I eligible for cash refund?
Originally Posted by Adam1222 View Post
You will not be eligible for a cash refund unless the flight is canceled.
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Old Sep 11, 20, 10:53 pm
  #1824  
 
Join Date: May 2017
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Originally Posted by progapanda View Post
You can also hope for an at least 90-minute schedule change (since you were ticketed in March), which would allow you to get a refund in a couple of months.
there obviously was some change to my itinerary because I was able to cancel and get refund confirmation within 10 minutes using the Delta chat. Im not much of Delta flyer, bought this one just because it was error fare so I dont check this thread closely. How long are the refunds taking? American always sent me my $$ within a week
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Old Sep 12, 20, 5:11 am
  #1825  
 
Join Date: Jul 2009
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Originally Posted by sluneckov View Post
there obviously was some change to my itinerary because I was able to cancel and get refund confirmation within 10 minutes using the Delta chat. Im not much of Delta flyer, bought this one just because it was error fare so I dont check this thread closely. How long are the refunds taking? American always sent me my $$ within a week
If you review the posts in this thread, you will see three to four months is standard. Few airlines are processing refunds as quickly as they did pre-pandemic.
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Old Sep 12, 20, 10:53 pm
  #1826  
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Originally Posted by progapanda View Post
You can also hope for an at least 90-minute schedule change (since you were ticketed in March), which would allow you to get a refund in a couple of months.
Wasn't that changed to 120 minutes? Or does that only apply to tickets purchased after it was changed?
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Old Sep 13, 20, 7:31 am
  #1827  
 
Join Date: Dec 2010
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Originally Posted by sethb View Post
Wasn't that changed to 120 minutes? Or does that only apply to tickets purchased after it was changed?
Domestic tickets issued after Jul 30 will be refunded only in cases where the schedule change is 120 minutes or more. Tickets issued before that and international tickets issued before August 17 retain the original terms allowing refunds for lesser schedule changes.
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Old Sep 13, 20, 12:09 pm
  #1828  
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Join Date: Feb 2019
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Data Point:
-refund requested on May 9th (CC & DL GC)
-still pending as of today (Sept 13th).

Messaged DL this morning to inquire and was told that due to a gift card being involved my request has to go to a "specifically trained refund specialist" and the rep could not or would not give me an ETA on when to expect it to be processed.
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Old Sep 13, 20, 12:50 pm
  #1829  
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Originally Posted by GRG View Post
Data Point:
-refund requested on May 9th (CC & DL GC)
-still pending as of today (Sept 13th).

Messaged DL this morning to inquire and was told that due to a gift card being involved my request has to go to a "specifically trained refund specialist" and the rep could not or would not give me an ETA on when to expect it to be processed.
Sounds about par for the course. Well done DL.
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Old Sep 13, 20, 4:10 pm
  #1830  
 
Join Date: Dec 2007
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Originally Posted by GRG View Post
Data Point:
-refund requested on May 9th (CC & DL GC)
-still pending as of today (Sept 13th).

Messaged DL this morning to inquire and was told that due to a gift card being involved my request has to go to a "specifically trained refund specialist" and the rep could not or would not give me an ETA on when to expect it to be processed.
See my DP from September 8th:
(FWIW, I'm a DL Diamond and 2MMiler)

DP:
Today - after more than 5 months - I received a Delta E-Certificate for the amount paid with Delta Gift Cards.

Three more to go .....
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