Delta: Refund/Mileage Redeposit/Cancellation/Rebooking During COVID19
#1246
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.768MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,748
bI have been waiting since April 10. I made repeated calls and used Twitter, but no resolution well past the 30 business day deadline.
Last edited by Xeno; May 24, 2020 at 7:07 am
#1247
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,854
Posting a datapoint for 2 reservations I cancelled tonight via the PM line. One for a refund, the other for a credit:
The reservation that I cancelled for a refund was processed easily. No push for a credit - the agent happily processed a refund for the flight that had undergone a cancellation back to the original form of payment. I received the Refund Confirmation email and a refund receipt now shows in My Wallet. Based on previous experiences this indicates the refund was manually processed and the refund of $608 should post back to my AMEX within a few days.
The other reservation was for two D1 tickets for a summer Italy vacation. I elected to take an e-credit because I did not want almost $8000 going back to my card and I feel confident we will rebook this reservation for sometime next year. With credits being extended until 09/2022 I am not concerned about the credit expiring. The agent processed the cancellation and assured me the e-credit would be available in My Wallet instantly.
Several hours go by and no credit appears in My Wallet. When clicking on "Certificates and Credits" I see a "phantom" credit for the ticket number that actually appeared a month or two ago when all of the waivers started coming out. It shows as "Open" but having no associated value and to please call if that is believed to be incorrect. So I called back to the PM line to inquire.
After 2 hours waiting for a call back, and then another 2 hours after I was "next to be answered" I finally spoke with an agent. He was able to locate the credit via both PNR and ticket number. He was unable to explain why the credit wasn't showing. I explained I had experienced a similar issue a few weeks back with another credit that was a result of the ticket not being unhooked from the PNR. He brushed this off and told me there was nothing that could be done. He also refused to open any sort of online trouble ticket or investigate it further. Well, having spent over 4 hours trying to get a hold of someone, I politely escalated to a supervisor to further discuss the issue. (Have not had to escalate with DL in several years now). After only 2 or 3 minutes a supervisor in Tampa connected. We had a nice chat about the issue and she said that it's really hit or miss if the credits are displaying correctly. According to her, most of the issues are with tickets for international destinations that the "phantom" credits were created for. She assured me the coupon is "OPEN" and despite the website claiming no value, it is there. When I compare the ticket receipts online to those that have been flown, exchanged, or refunded, I find this to be true. The ticket remains open. She emailed me confirmation showing the ticket value and a new expiration of 09/2022. I thanked her for her time despite not getting the website glitch resolved. She even did try attaching and unhooking the ticket back to the PNR still with no luck in anything displaying correctly.
So, I will have to trust DL to honor the almost $8000 worth of credits when the time comes. It's frustrating I can't redeem them online, but then again DL's website isn't that good during normal times.
Anyway, just wanted to post this to hopefully help someone if they are having issues with credits. Once the dust settles from this it would be interesting to create a thread of success/non-success/difficulties in redeeming these credits.
I am thankful that I only have one more trip booked with DL currently... and it's not until October. After the frustrations today getting through to the PM line, and the difficulty I had traveling over the past 2 weeks (inventory issues, having to take a positioning flight on another carrier, and a cancellation on my return trip requiring a last minute rebooking out of another city) I am breathing a sigh of relief to hopefully not have to deal with DL issues until this fall.
The reservation that I cancelled for a refund was processed easily. No push for a credit - the agent happily processed a refund for the flight that had undergone a cancellation back to the original form of payment. I received the Refund Confirmation email and a refund receipt now shows in My Wallet. Based on previous experiences this indicates the refund was manually processed and the refund of $608 should post back to my AMEX within a few days.
The other reservation was for two D1 tickets for a summer Italy vacation. I elected to take an e-credit because I did not want almost $8000 going back to my card and I feel confident we will rebook this reservation for sometime next year. With credits being extended until 09/2022 I am not concerned about the credit expiring. The agent processed the cancellation and assured me the e-credit would be available in My Wallet instantly.
Several hours go by and no credit appears in My Wallet. When clicking on "Certificates and Credits" I see a "phantom" credit for the ticket number that actually appeared a month or two ago when all of the waivers started coming out. It shows as "Open" but having no associated value and to please call if that is believed to be incorrect. So I called back to the PM line to inquire.
After 2 hours waiting for a call back, and then another 2 hours after I was "next to be answered" I finally spoke with an agent. He was able to locate the credit via both PNR and ticket number. He was unable to explain why the credit wasn't showing. I explained I had experienced a similar issue a few weeks back with another credit that was a result of the ticket not being unhooked from the PNR. He brushed this off and told me there was nothing that could be done. He also refused to open any sort of online trouble ticket or investigate it further. Well, having spent over 4 hours trying to get a hold of someone, I politely escalated to a supervisor to further discuss the issue. (Have not had to escalate with DL in several years now). After only 2 or 3 minutes a supervisor in Tampa connected. We had a nice chat about the issue and she said that it's really hit or miss if the credits are displaying correctly. According to her, most of the issues are with tickets for international destinations that the "phantom" credits were created for. She assured me the coupon is "OPEN" and despite the website claiming no value, it is there. When I compare the ticket receipts online to those that have been flown, exchanged, or refunded, I find this to be true. The ticket remains open. She emailed me confirmation showing the ticket value and a new expiration of 09/2022. I thanked her for her time despite not getting the website glitch resolved. She even did try attaching and unhooking the ticket back to the PNR still with no luck in anything displaying correctly.
So, I will have to trust DL to honor the almost $8000 worth of credits when the time comes. It's frustrating I can't redeem them online, but then again DL's website isn't that good during normal times.
Anyway, just wanted to post this to hopefully help someone if they are having issues with credits. Once the dust settles from this it would be interesting to create a thread of success/non-success/difficulties in redeeming these credits.
I am thankful that I only have one more trip booked with DL currently... and it's not until October. After the frustrations today getting through to the PM line, and the difficulty I had traveling over the past 2 weeks (inventory issues, having to take a positioning flight on another carrier, and a cancellation on my return trip requiring a last minute rebooking out of another city) I am breathing a sigh of relief to hopefully not have to deal with DL issues until this fall.
#1250
Join Date: May 2020
Posts: 9
eCredit issue
I have eCredit that can't be redeemed online, I'm not sure why but apparently not uncommon. I've been in touch with Delta twitter support for the last few hours, and they cannot reproduce the booking that I want to make at the fare showing for me. I have sent them a link and I can reproduce myself using the link on another device. Delta are only able to reproduce the booking at a much higher rate. Has anyone got any advice? I'm going to call up tomorrow and see if I get better agent-luck, hopefully they can reissue the eCredit or something and I can book it myself?
#1252
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,854
Back in March when the virus caused things to go downhill the agents were filling out a form and sending them to the refund que. I had refunds get sent to limbo when that happened.
However, a call to regular agent in late April got the issue resolved and she even pulled a ticket from the refund que and manually processed. I believe this can only be done if your ticket is fairly standard with no special circumstances regarding its issuance. (Meaning just an average paid ticket).
#1253
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,854
Many of the credits either do not display online, or display incorrectly. I have had a a mixture of both. My most recent experience is the international tickets show no balance online, but DL agents can find them when you call.
As for why Twitter can
not reproduce the fare, I am not sure. However in the last year I have found Twitter to be becoming less and less helpful. They are responding to so many issues and don’t give each customer the attention they should due to understandable multi-tasking.
I would suggest just calling in and hopefully getting an agent. Hold times are massive right now. I called multiple times yesterday and was quoted anywhere from 2 hours to 9 hours as a Platinum. Average callback time was 2 to 4 hours each time. While waiting, take careful note of the specific flights/dates and have them ready to go. The agent should be able to duplicate what you see online.
As for why Twitter can
not reproduce the fare, I am not sure. However in the last year I have found Twitter to be becoming less and less helpful. They are responding to so many issues and don’t give each customer the attention they should due to understandable multi-tasking.
I would suggest just calling in and hopefully getting an agent. Hold times are massive right now. I called multiple times yesterday and was quoted anywhere from 2 hours to 9 hours as a Platinum. Average callback time was 2 to 4 hours each time. While waiting, take careful note of the specific flights/dates and have them ready to go. The agent should be able to duplicate what you see online.
#1254
Join Date: Aug 2008
Location: ATL
Programs: IHG-Spire, DL-Gold, MR-Platinum, HH-Gold, SPG-Gold, Hyatt-Diamond, BA-Silver
Posts: 277
#1255
Join Date: Nov 2009
Programs: DL PM 1MM
Posts: 3,439
Expand the "contact us" pull-down half way down the page.
#1256
Join Date: May 2009
Location: SEA
Programs: AS MVPG, DL FO, Marriott Gold, Hertz 5 Whatevers
Posts: 1,098
I have a couple of eCredits on my account. If I book a ticket using a eCredit does the ticket still qualify for a change fee waiver? The eCredits came from a couple of canceled trips in the past few months (one in December and one in March). Website seems to suggest that the waiver only allows for a one-time change, so I'm thinking that the answer is a no.
#1258
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.768MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,748
Ordinary agent when calling the PM line. All agents I have spoken to from mid April onwards have been processing the refunds manually.
Back in March when the virus caused things to go downhill the agents were filling out a form and sending them to the refund que. I had refunds get sent to limbo when that happened.
However, a call to regular agent in late April got the issue resolved and she even pulled a ticket from the refund que and manually processed. I believe this can only be done if your ticket is fairly standard with no special circumstances regarding its issuance. (Meaning just an average paid ticket).
Back in March when the virus caused things to go downhill the agents were filling out a form and sending them to the refund que. I had refunds get sent to limbo when that happened.
However, a call to regular agent in late April got the issue resolved and she even pulled a ticket from the refund que and manually processed. I believe this can only be done if your ticket is fairly standard with no special circumstances regarding its issuance. (Meaning just an average paid ticket).
One DM agent thought this looked "complicated" with two credit cards, but assured me all would be resolved by 30 business days which was May 22. I have called other times and also used Twitter.
I am curious when a DM agent refers to talking to a 'refund' specialist, but then comes back simply with a report that the process is ongoing and no willingness to resolve while I am on the phone.
#1259
Join Date: May 2020
Posts: 9
Many of the credits either do not display online, or display incorrectly. I have had a a mixture of both. My most recent experience is the international tickets show no balance online, but DL agents can find them when you call.
As for why Twitter can
not reproduce the fare, I am not sure. However in the last year I have found Twitter to be becoming less and less helpful. They are responding to so many issues and don’t give each customer the attention they should due to understandable multi-tasking.
I would suggest just calling in and hopefully getting an agent. Hold times are massive right now. I called multiple times yesterday and was quoted anywhere from 2 hours to 9 hours as a Platinum. Average callback time was 2 to 4 hours each time. While waiting, take careful note of the specific flights/dates and have them ready to go. The agent should be able to duplicate what you see online.
As for why Twitter can
not reproduce the fare, I am not sure. However in the last year I have found Twitter to be becoming less and less helpful. They are responding to so many issues and don’t give each customer the attention they should due to understandable multi-tasking.
I would suggest just calling in and hopefully getting an agent. Hold times are massive right now. I called multiple times yesterday and was quoted anywhere from 2 hours to 9 hours as a Platinum. Average callback time was 2 to 4 hours each time. While waiting, take careful note of the specific flights/dates and have them ready to go. The agent should be able to duplicate what you see online.
I'm fairly sure the reason they couldn't find it is because it's an Air France advertised fare, but I'm going to push for it because if I was paying in cash I'd be able to book it on Delta.com, or if they had given me functioning credits I would too. Frustrating.
#1260
Join Date: May 2020
Posts: 9
DUB>SFO (through JFK) and then CHS>DUB (through JFK), 2 passengers all Z fares, €2800 total. Delighted.