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

Old Mar 22, 20, 1:34 pm
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Last edit by: tearex
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/advisories/coronavirus-travel/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/checkRefundsStatusAction.action

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

Old May 14, 20, 1:49 pm
  #1171  
 
Join Date: Mar 2012
Location: Minneapolis MN
Programs: DL PM
Posts: 484
Still waiting on a refund from April 12th. To add insult to injury two flights I cancelled for my parents earlier this week have already been refunded...
ElliottMB is offline  
Old May 14, 20, 1:50 pm
  #1172  
 
Join Date: Jul 2006
Location: Upper Sternistan
Posts: 9,260
Update on my missing flights: you all were right, of course. They were in limbo while Delta was trying to see if I wanted to be rebooked or to cancel. They canceled them all quickly with me by phone (by callback in about 30 min), the miles are back in my account, and I should be getting a nice fat refund of fees due to the one ways from Europe to the US.
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josephstern is offline  
Old May 14, 20, 3:10 pm
  #1173  
 
Join Date: May 2010
Posts: 861
xliioper: Thank you! No credit card required as I expected.
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Old May 14, 20, 5:00 pm
  #1174  
GRG
 
Join Date: Feb 2019
Location: TVC
Programs: DL SM
Posts: 39
Well, I no longer "need" to go to, and as much as I'd like to go since I've never been there before, now isn't the best time to visit. However, had I really needed to go, it looks like driving to DTW would have been my only option as DL operations at TVC have been reduced to a single daily flight to DTW. Mid-June would normally see at least 6 between DTW and MSP, probably more. I suppose I'd be fine with an eCredit as I do have future travel plans (....maybe?), but at this point I think I'd prefer the refund.
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Old May 14, 20, 6:01 pm
  #1175  
 
Join Date: Jul 2003
Location: miami, florida
Posts: 3,662
If the hold is more than 20 minutes I call DL in Singapore and get right through. Very professional and solve all my problems in a few minutes.
sydneyracquelle is offline  
Old May 14, 20, 7:36 pm
  #1176  
 
Join Date: Aug 2003
Posts: 1,617
As of tonight, Delta Refunds Dept are processing refunds from last week in March.
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shoodawg is offline  
Old May 14, 20, 9:29 pm
  #1177  
 
Join Date: Feb 2019
Posts: 60
DL cancelled my LGA-TVC direct flight (end of July) and rebooked me to LGA-DTW-TVC. I was also in first, and the rebooking meant first didn't exist on the DTW-TVC leg. Same situation as you but reversed, pretty much.

I called DL, waited 30 minutes on hold, and the agent issued a refund straight away. It was applied to my CC 2 days later.
fast passenger is offline  
Old May 14, 20, 9:32 pm
  #1178  
 
Join Date: Aug 2019
Programs: DL DM, Marriott Plat
Posts: 20
I have a few e-credits from before COVID-19 that expire between July and November 2019 -- am I right that Delta isn't extending any of these?
SunChips is offline  
Old May 15, 20, 7:11 am
  #1179  
 
Join Date: Nov 2011
Location: Minneapolis
Programs: DL DM
Posts: 2,060
Originally Posted by SunChips View Post
I have a few e-credits from before COVID-19 that expire between July and November 2019 -- am I right that Delta isn't extending any of these?
That expire in 2019? Why would they extend those??
Mr. Tickets is offline  
Old May 15, 20, 8:30 am
  #1180  
 
Join Date: Apr 2005
Programs: DL DM MM, Hyatt LT Globalist, SPG Gold, Marriott Gold, Hertz PC
Posts: 2,120
I have two refunds from the first and second weeks of March that still haven't been processed. I contacted DL yesterday, and after an hour wait for a callback the phone agent was useless- she wouldn't look up the case numbers, just told me 'we have over 500,000 refunds, you just have to wait'. I tried Twitter and after an afternoon of back and forth was told it would be at least another week. The odd thing is that I had numerous other tickets refunded with refund requests placed weeks later. Hopefully not a bad sign...

Originally Posted by shoodawg View Post
As of tonight, Delta Refunds Dept are processing refunds from last week in March.
Peatisback is offline  
Old May 15, 20, 8:46 am
  #1181  
 
Join Date: Jan 2008
Location: LEX
Programs: Delta Reserve - PM
Posts: 1,135
So if we need to cancel award flights, get miles re-deposited and the fees waived for that, that cannot be done through their web portal? Just before I hit the "cancel flight" button on that page. Thanks.

Nevermind. But for further people in my same situation, the DL website handled the cancellation easy peezy. No fees and all miles re-deposited fee free. Man this sucks.

Last edited by jtrue28; May 15, 20 at 9:44 am
jtrue28 is offline  
Old May 15, 20, 10:56 am
  #1182  
 
Join Date: Aug 2002
Location: ILM, NC
Programs: airline independent; HHonors Diamond/Marriott Titanium
Posts: 869
Originally Posted by bcliu430 View Post
Do you get everything back to your cc or do you get a new gc?
I received the CC portion back to card and they issued me a new GC for the $100 that I paid with GC.
dlnewbie is offline  
Old May 15, 20, 10:59 am
  #1183  
 
Join Date: Feb 2015
Location: ANC
Programs: DL PM
Posts: 1,333
As a datapoint follow up to my post regarding a refund for a June trip I cancelled this past Wednesday 5/13, the refund appeared on my AMEX this morning Friday 5/15.

As many have said, when an agent manually processes the refunds it is this quick. If they run it through the form it gets backed up for weeks on end (had that issue a little over a month ago).

It sounds like when people are now calling in to request the refunds the majority of the agents are manually processing them... assuming its a relatively standard (easy) refund. If theres complications it might require someone in refunds to address it (hence the backup). I am wondering if more agents are now trained/comfortable doing the manual processing? Or if the latest DOT notice caused DL to direct the agents to process manually when able?
GagaPilot is online now  
Old May 15, 20, 11:01 am
  #1184  
 
Join Date: Aug 2002
Location: ILM, NC
Programs: airline independent; HHonors Diamond/Marriott Titanium
Posts: 869
Originally Posted by Peatisback View Post
I have two refunds from the first and second weeks of March that still haven't been processed. I contacted DL yesterday, and after an hour wait for a callback the phone agent was useless- she wouldn't look up the case numbers, just told me 'we have over 500,000 refunds, you just have to wait'. I tried Twitter and after an afternoon of back and forth was told it would be at least another week. The odd thing is that I had numerous other tickets refunded with refund requests placed weeks later. Hopefully not a bad sign...
We must have talked to the same lady at some point in the game. I'll give it that Delta is probably doing the best that they can, but the frustrating part is that there is no way to know exactly where your case stands in their queue. I'm guessing that there are different queues based on the difficulty of the refund and whether it requires manual handling, but within each queue, i'm sure they keep metrics as to number of refunds handled daily. If they did a simple R(refunds per business day average) and if you are X in queue that X/R is an estimated number of business days you'll be waiting for a refund. It would allow for that number to float if they end up slowing down or speeding up and probably saves fielding calls from people desperately waiting on their refunds.
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Old May 15, 20, 12:37 pm
  #1185  
 
Join Date: May 2008
Location: DCA
Programs: Hyatt Globalist, HH Diamond, MR Titanium, MR LTP, AA PlatPro, UA Silver
Posts: 733
Refund Timeline datapoint

Adding a refund timeliness datapoint:

Requested redeposit/refund for an award ticket's taxes on 17 April 2020.

The $11.20 refund posted to my AMEX on 14 May 2020.
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