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Customer-unfriendly decision: 120-minute delay for a full refund

Customer-unfriendly decision: 120-minute delay for a full refund

Old Aug 2, 20, 6:30 am
  #1  
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Customer-unfriendly decision: 120-minute delay for a full refund

It appears that Delta just changed its policy on refunds.

Now, tickets issued on or after July 30 will qualify for a full refund if the arrival time has been delayed for 120 minutes or more (vs 90 minutes previously).

In my opinion, this is a very bad decision for passengers.

Passengers purchase specific flights for specific times. Why do airlines hold so much power in changing peopleís schedules free of consequences?

https://pro.delta.com/content/agency...on-policy.html
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Old Aug 2, 20, 6:58 am
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At 2 hours, DL is well below the refund time limit set by most carriers serving the US.
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Old Aug 2, 20, 7:05 am
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Originally Posted by Often1 View Post
At 2 hours, DL is well below the refund time limit set by most carriers serving the US.
iím not disagreeing with this.

However, itís still a pretty passenger unfriendly decision.

And, I cannot understand how airlines can get away with altering the schedules without any consequences.

Imagine that you as a passenger want to take a flight that departs or arrives an hour later or earlier. The airline would slap you with heavy fees and penalties.

However, when they do that, itís all ok.
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Old Aug 2, 20, 8:04 am
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I think 2 hours is not an unreasonable threshold, though I try to avoid travel with tight scheduling requirements. Too many things can go wrong, so I make sure the critical phases of a trip have enough slack built in (e.g. arrive the day before for a meeting with a client).
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Old Aug 2, 20, 10:57 am
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Originally Posted by smartytravel View Post
And, I cannot understand how airlines can get away with altering the schedules without any consequences.

Imagine that you as a passenger want to take a flight that departs or arrives an hour later or earlier. The airline would slap you with heavy fees and penalties.

However, when they do that, itís all ok.
This guy gets it. The bootlickers will never get it.
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Old Aug 2, 20, 11:14 am
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Originally Posted by LAX_Esq View Post
This guy gets it. The bootlickers will never get it.
The carriers don't "get away" with anything. Rather, passengers agree to contracts which provide for things they later find they dislike.

DL, just like AA & UA, sells fully refundable tickets. It also sells deeply discounted tickets with various restrictions. Up to the passenger. All about consumer choice and not having someone else's choice rammed down your throat.
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Old Aug 2, 20, 11:19 am
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Originally Posted by Often1 View Post
The carriers don't "get away" with anything. Rather, passengers agree to contracts which provide for things they later find they dislike.

DL, just like AA & UA, sells fully refundable tickets. It also sells deeply discounted tickets with various restrictions. Up to the passenger. All about consumer choice and not having someone else's choice rammed down your throat.
Let's dispel the notion that the US airline industry is anything other than a government-enabled oligopoly and that there is any meaningful "consumer choice."
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Old Aug 2, 20, 11:45 am
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Originally Posted by Often1 View Post
The carriers don't "get away" with anything. Rather, passengers agree to contracts which provide for things they later find they dislike.

DL, just like AA & UA, sells fully refundable tickets. It also sells deeply discounted tickets with various restrictions. Up to the passenger. All about consumer choice and not having someone else's choice rammed down your throat.
at least DL gave you notice (as expected by DOT
https://www.transportation.gov/sites...%202020%29.pdf
The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.

The Aviation Enforcement Office would consider a practice of retroactively applying a new definition of cancellation or significant change that disadvantages passengers who purchased tickets under a more generous cancellation or significant change definition to be unfair and deceptive
https://www.united.com/ual/en/us/fly...e-changes.html
United still doesn't define what "significant change" is, or when/if their policy changes. their "current" interpretation is 2 hours

United's Jetstream site (equivalent of OP's link to DL's pro site) does say 2 hour or more
https://jetstream.united.com/#/sub-l...6000006V2voEAC
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Old Aug 2, 20, 12:15 pm
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Over the years, Delta has made plenty of exceptions for me and made numerous goodwill gestures when life doesnít go as planned. Iím not a 360, not even a DM.

I have no problem with them making very small tweaks like this to adjust to their new reality. DL and WN are still, by far, the most customer-friendly airlines around.
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Old Aug 2, 20, 12:37 pm
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Originally Posted by Often1 View Post
DL, just like AA & UA, sells fully refundable tickets. It also sells deeply discounted tickets with various restrictions. Up to the passenger. All about consumer choice and not having someone else's choice rammed down your throat.
Regardless of whether a ticket is refundable or not, a passenger pays for a specific service. That includes departure time and arrival time.

How can a passenger be deprived of what they pay for?

imagine you prepay for a haircut at 5pm. Your barber calls you and TELLS you to come at 3pm instead. Youíre at work, and barber keeps your money. Do you think thatís fair?

if airlines can change by 120 minutes, why couldnít passengers change by 120 minutes without consequences?

further, Iím incessantly surprised that American consumers allow corporations to treat them so poorly.

EDIT: many thanks to LAX_Esq for a proper analogy.
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Last edited by smartytravel; Aug 2, 20 at 9:07 pm
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Old Aug 2, 20, 1:15 pm
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Didn’t UA change their policy to 25 hours back in March. To me, that is much more unacceptable.
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Old Aug 2, 20, 1:41 pm
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Originally Posted by Mr. Tickets View Post
Didnít UA change their policy to 25 hours back in March. To me, that is much more unacceptable.
They went to 24, then 6, then back to 2.

https://viewfromthewing.com/united-r...cancellations/
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Old Aug 2, 20, 2:13 pm
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Originally Posted by Often1 View Post
Up to the passenger.
If you think itís up to the passenger, why do the airlines take away passengerís choice?

In case of any schedule change, the passenger should be able to choose. If a new itinerary doesnít work for a passenger, the airlines MUST refund.

Thats the only way we would see an improvement in customer service or operations. Right now, we see the sprint to the bottom, and Delta joins the pack.
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Old Aug 2, 20, 2:34 pm
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Originally Posted by smartytravel View Post
if airlines can change by 120 minutes, why couldnít passengers change by 120 minutes without consequences?
Because the passenger AGREES to that contract of adhesion from the oligopolistic airline, don't you get it?
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Old Aug 2, 20, 3:00 pm
  #15  
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Originally Posted by smartytravel View Post
Regardless of whether a ticket is refundable or not, a passenger pays for a specific service. That includes departure time and arrival time.

How can a passenger be deprived of what they pay for?

imagine you want to get a full haircut at a barber. Instead of giving you a haircut, the barber only trims your hair over the ears. Do you think thatís fair?

if airlines can change by 120 minutes, why couldnít passengers change by 120 minutes without consequences?

further, Iím incessantly surprised that American consumers allow corporations to treat them so poorly.
No, schedule is not. The passenger's contract with DL specifically provides:

"published schedules, flight times, aircraft types, seat assignments, and similar details reflected in the ticket or Delta’s published schedules are not guaranteed and form no part of this contract."

As to the notion that this is a contract of adhesion and thus voidable, that's just one of those social media urban myths.

Simple solution is not to buy deeply discounted fares. Then you can cancel for any reason or no reason at all. Don't like the font on your boarding pass, the chime made by the BP reader, or the muzak played at your gate, just leave and call in at your leisure for your money.
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