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Using Global Upgrades on Delta (GUCs) post 2/1/2022 Changes

Using Global Upgrades on Delta (GUCs) post 2/1/2022 Changes

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Old May 15, 22, 12:53 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: Zorak
Wiki Link
Click below to display this full wiki and read if you have general questions about using GUCs -- they may be answered here!
NOTE: Both GUC and RUC rules are listed below because the way GUCs work on domestic routes is now different than how RUCs work

New Fare Table for GUC/RUC Effective 2/1/2022


*****GUC*****

Flight has First Class
MC/C+ = Purchased
First = Last Seat J (Old Policy = OY)

Flight has DPS only
MC/C+ = Purchased
DPS = Last Seat (GUC=P / RUC=G) (Old Policy = RY)

Flight has D1 with no DPS
MC/C+ = Purchased
D1 = Z (Old Policy = OY)

Flight has D1 with DPS
MC/C+ = Purchased
DPS = Last Seat (GUC=P / RUC=G) (Old Policy = RY)
D1 = OY @ T-24h15m

Flight has D1 with DPS
DPS = Purchased
D1 = Z (Old Policy = OY)

Note: If GUC applied to domestic flight, it has better inventory than RUC (better chance for D1 transcon or to Hawaii)

*****RUC*****

Flight has First Class
MC/C+ = Purchased
First = Z (Old Policy = OY)

Flight has D1 with no DPS
MC/C+ = Purchased
D1 = OY (no change in old policy = OY)

Delta is using public inventory buckets J Z P G (and non-public bucket OY in some cases) to determine GUC/RUC availability. However once they have confirmed you the system converts the segment in your reservation to a different bucket. Here is the class mapping:
GUC Usage
MC or C+ purchased / Upgrade to DPS / P class needed / Books into RV (Clears at T-24.15 into D1 as OX if OY available)
MC or C+ purchased / Upgrade to D1 (no DPS) / Z class needed / Books into OK
DPS purchased / Upgrade to D1 / Z class needed / Books into OK
MC or C+ purchased / Upgrade to FC (no D1/DPS) / J class needed / Books into OV

RUC Usage
MC or C+ purchased / Upgrade to DPS / G class needed / Books into RX (Clears at T-24.15 into D1 as OX if OY available) ****THIS AIRCRAFT CONFIG MAKES NO SENSE DPS IS NOT SOLD ON RUC ROUTES, MAYBE THIS IS FOR FUTURE PLANS?****
MC or C+ purchased / Upgrade to D1 (no DPS) / OY class needed / Books into OX
DPS purchased / Upgrade to D1 / OY class needed / Books into OX ****THIS AIRCRAFT CONFIG MAKES NO SENSE DPS IS NOT SOLD ON RUC ROUTES, MAYBE THIS IS FOR FUTURE PLANS?****
MC or C+ purchased / Upgrade to FC (no D1/DPS) / Z class needed / Books into OL

New Delta.com Upgrade Availability Indicators that appeared 2/1/22 and what they mean

Dom D1 Tag meaning:
Global Upgrade Certificate Available = GUC in Z (OY = 0 for RUC)
Upgrade Certificate Available = GUC in Z /or/ RUC in OY both available

Dom F Tag meaning:
Global Upgrade Certificate Available = GUC in Last Seat J (Z = 0 for RUC)
Upgrade Certificate Available = GUC in last seat J /or/ RUC in Z both available

Example D1 Flights from JFK - LAX (flight numbers are fictitious)

DL 01
Dom D1 flight
Actual Availability: J5 C4 D4 Z3
Hidden Availability: OY2
Website indicator: Upgrade Certificate Available
Actual decode: (2 RUC (OY) open, 3 GUC (Z) open)

DL 02
Dom D1 flight
Actual Availability: J5 C4 D4 Z3
Hidden Availability: OY0
Website indicator: Global Upgrade Certificate Available
Actual decode: (0 RUC (OY) open, 3 GUC (Z) open)

DL 03
Dom D1 flight
Actual Availability: J3 C2 D2 Z0
Hidden Availability: OY0
Website indicator: No flag - neither is available GUC (Z0) and RUC (OY0)

DL 04
Dom First flight
Actual Availability: J3 C2 D2 Z1
Hidden Availability: n/a
Website indicator: Upgrade Certificate Available
Actual decode: (1 RUC (Z) open, 3 GUC (J) open)

DL 05
Dom First flight
Actual Availability: J3 C2 D2 Z0
Hidden Availability: n/a
Website indicator: Global Upgrade Certificate Available
Actual decode: (0 RUC (Z) open, 3 GUC (J) open)

DL 06
Dom First flight
Actual Availability: J0 C0 D0 Z0
Hidden Availability: n/a
Website indicator: No flag - neither is available
Actual decode: (0 RUC (Z) open, 0 GUC (J) open)

Other Upgrade Rules (post 01 Feb 2022)

Using GUCs to upgrade companions:
  • "There is no limit to the number of travel companions you can upgrade with an Upgrade Certificate ó even if you donít need to use one for yourself.* In order to upgrade your companions, they must be flying in the same reservation or a linked reservation and each companion will require their own Certificate to be upgraded."
  • *but if you are using an AMEX Companion Cert then you must use GUCs for both passengers or none (must travel in same cabin)

__________________________________________________ __________________________________________________ _______________________
---Below Text is from GUC rules PRIOR to 2/1/2022. Some info is still valid, other points need to be updated over coming days---- (utskicat 2/1/22)
** as we update these notes, I suggest the ones that remain get moved up above this section

Using Delta Global Upgrades


DL page: https://www.delta.com/us/en/skymiles...llion-upgrades
(click or scroll to "Upgrade Certificates Overview" and expand the "Show Additional Details & Terms" sections to see T&C, especially for the specific conditions governing use on partner airlines)

"Global Upgrade Certificates, available exclusively for Diamond Medallion Members, offer upgrades on both international and domestic flights with Delta, and select flights with KLM, Air France, Virgin Atlantic, Virgin Australia, Korean Air and Aeromexico."

Delta offers Diamond Medallion members the benefit of up to 4 Global Upgrade Certificates (GUCs) per year, which each allow a one-way upgrade to business class/Delta One for one person on any route in the Delta network, as well as a limited number of partner flights under specific restricted circumstances described below. 4 GUCs is enough to upgrade the Diamond Medallion member on 2 round trips or 4 one-way trips, or the Diamond Medallion member plus one companion on 1 round trip or 2 one-way trips.

Choosing upgrades as a choice benefit
  • Upgrades are valid one year from the date of issue, usually the day of or day after they are selected in Choice Benefits -- so best to wait as long as possible to select them unless you have a specific use planned for them
  • All Diamond Medallions also receive a Platinum Medallion choice benefit, even if just renewing existing Diamond status in a year, so DMs could for example select 4 RUCs as their Platinum choice benefit and 4 GUCs as one of their Diamond choice benefit, or 4 RUCs as their Platinum choice benefit and 8 more RUCs as one of their Diamond choice benefits
  • However, it is not possible to select 8 RUCs as one Diamond choice benefit and 4 GUCs as another, nor select 4 GUCs more than once for a single year's Diamond choice benefits -- so the most GUCs anyone can currently earn in a single year is 4
  • You may select your DM benefits at different times, so it is best to select fixed-expiration-date benefits (like gifting status or SkyClub memberships) as soon as possible, but wait until you have a specific use in mind to select upgrades, so that the expiration date is as far into the future as possible. This is especially important if you are waitlisting upgrades for a particular trip, since if the waitlist doesn't clear, a later expiration date will maximize the amount of time you have to try again to use them on a different trip.
  • For status earned based on flying in 2017, upgrades can be selected until the last day that status is valid, January 31, 2019, so they could possibly expire as late as January ~30, 2020 if they are selected as late as possible.
  • Upgrades can be used after you are no longer a Diamond Medallion as long as the upgrades are still valid, though non-DM-line phone agents will be less familiar with them, so they may be harder to use or run a higher risk of being processed incorrectly, so it may be worth booking your GUC flights before your DM status expires if possible.
  • All flights to be upgraded must be flown, not just requested, by the expiration date of the upgrade certificates, though there have been some examples of short extensions offered by phone agents (for example, to the end of the month of the expiration date) as long as the upgrade is able to be confirmed before the certificates expire. In this case it is important to push the agent to make sure the ticket is reissued right away, since it will not be possible to reissue the ticket after the GUC expires. You can tell if the ticket has been reissued because the ticket number on the booking will change from what it was when you originally booked in coach, and the GUC will be marked as "closed" in your wallet on Delta.com.

Finding upgrade space
  • Delta phone agents and the @Delta Twitter account can check for available upgrade space
  • There is no general way to check for available upgrade space online
  • However there is one exception where some flights appear to be able to be checked online: for Delta flights carrying a KLM code -- for example, most flights between the US and Europe -- ExpertFlyer.com (paid membership required) shows KLM upgrade space, and will show upgrade space for those KL-coded, DL-operated flights, which based on anecdotal evidence seems to often (but not always) correspond to upgrade space made available by Delta. This can be a way to check many dates and flights easily, but confirm with Delta that the upgrade space does in fact exist before making firm plans.
  • Upgrade space is not necessarily correlated with award space
  • If upgrade space is not available on your desired flight, you can waitlist, and it is possible the upgrade may clear before departure. If not your name should appear on the upgrade list at the gate. See next section for details.
  • Upgrade space is rarely seen in advance on busy, high-upgrade-demand routes like ATL-JNB and LAX-SYD.

Requesting an upgrade
  • You must call or Tweet at Delta to request an upgrade, they cannot be requested on the website
  • If upgrade space is available, the agent will process the upgrade immediately and you will be able to select business class seats
  • If the upgrade is confirmed in advance, your ticket will be reissued in business class at some point before the flight and you will receive a new itinerary email when this happens; occasionally the ticket does not get reissued and you will not be able to check in, but a quick call to Delta usually fixes this easily
  • Occasionally an email is sent to alert you if a waitlisted upgrade has cleared, but often the best indication is if a segment of your itinerary disappears entirely from Delta.com, which usually means the upgrade has cleared on that segment. Call Delta to have them process it so that it reappears in your itinerary, and you will be able to select business class seats.
  • There have been reports of upgrades coded incorrectly by agents -- unfortunately there is no way to know for sure if your upgrade is coded correctly, and requested upgrades seem to show up a few different ways on Delta.com, sometimes with an "upgrade requested" designation on the flight, and/or with a "phantom" duplicate flight in the seat maps which will not let you select seats
  • If an upgrade has not cleared by check-in time and you do not appear on the upgrade list on the Delta app or Delta.com, call to have an agent correct the upgrade
  • In certain airports where other airlines handle Delta's flights (particularly AMS), it is not officially possible to clear at the gate; KLM does process upgrades at the gate in AMS for certificates waitlisted 24 hours in advance of departure, but this is not an officially guaranteed benefit. To be safe make sure you have your GUC certificate numbers and redemption codes written down in case the KLM agents need this information.
  • If you are connecting, for example flying MCO-ATL-LHR, and upgrade space is not available on ATL-LHR, best practice is to waitlist on the ATL-LHR leg only, so as not to waste a global upgrade on the short MCO-ATL flight, and then add the upgrade request to MCO-ATL when/if ATL-LHR clears; most agents will understand this approach and may even proactively suggest it
  • If you have selected your choice benefits very recently (within the last 24-48 hours), the phone agent may not yet be able to see your upgrade codes, but you can read the codes to the agent from the My Wallet page on Delta.com
  • The priority order of GUCs, RUCs, mileage upgrades, and complimentary upgrades is not 100% clear, but it is known that GUCs and RUCs have higher priority than complimentary upgrades, and that GUCs and RUCs appear to have equal priority. It is listed on Delta.com that GUCs and RUCs clear first by medallion level and then by time of request, which is different from the upgrade priority used for complimentary upgrades (which is also listed on the website)

Other upgrade rules
  • Upgrades are valid on Delta flights on all economy fares except Basic Economy (E)
  • It is possible to request upgrades in one direction of a roundtrip only, for example if you had 4 US-Europe trips planned and only 4 GUCs, you might decide to upgrade the eastbound flights only as they are overnight flights and remain in economy for the westbound flights.
  • On flights operated with a Premium Select cabin, Delta has indicated that it will still be possible to use a GUC to upgrade directly from economy to Premium Select or to Delta One using the same number of GUCs. However, if an upgrade is cleared from economy to Premium Select, the GUC will be considered used, and another GUC would be required to upgrade again to Delta One. The best strategy is probably to waitlist only for Delta One upgrades, and perhaps if the GUC is close to expiring or you don't expect to have another use for it, to add a request for a Premium Select upgrade close to departure if the Delta One upgrade hasn't yet cleared and/or the Delta One seat map looks very full.
  • Unlike AA and UA upgrades, DL upgrades cannot be gifted to someone whom the SkyMiles member is not traveling with
Using upgrades on KLM

Dedicated thread: https://www.flyertalk.com/forum/delt...grade-klm.html
  • "For travel on KLM-operated, Delta-marketed flights this certificate may be used to upgrade on published fares booked in Y, B, M, H, Q, K, L, U, T, X or V class and all fare classes upgrade into Z class. For travel on KLM-operated flights marketed by KLM, fares booked in Y, B, M, K, H, L, Q, T, N, R, or V class are eligible to upgrade into Z class. For travel on KLM-operated flights marketed by AF, this certificate may be used to upgrade on published fares booked in Y, B, M, K, H, L, Q, T, N, R, or V class into Z class. "
  • NOTE: some of the combinations above are only (relatively) recently eligible for GUCs. Phone agents may not be familiar with the new rules, and may need to be gently pointed in the direction of the DL T&C on their own website.
  • In the course of processing the upgrade of a Delta-marketed, KLM-operated flight, Delta reissues the KLM flights on KLM flight numbers when they issue the upgrade, but the flights must be bought on DL flight numbers initially (unless buying expensive Y, B, or M fares with KLM)
  • It is not possible to waitlist for upgrade on KLM flights, nor to go to the airport upgrade list, so space must be available in advance in order for the upgrade to clear. Many agents will offer to put you on the waitlist, but putting you on the upgrade waitlist for a KLM flight will simply never clear so you're better off monitoring it yourself (see next bullets).
  • KLM upgrade space can be checked on ExpertFlyer.com (requires a paid membership). ExpertFlyer also allows users to set alerts for particular fare classes becoming available, which could be useful in lieu of being able to waitlist -- you can set an ExpertFlyer alert for "Z" availability and then call Delta to grab the upgrade if you receive an ExpertFlyer alert that it becomes available.
  • KLM upgrade space on a single segment is different if you search that segment alone vs. if you search a connecting itinerary involving that segment. So if you are looking for KLM upgrades ORD-AMS-JNB, you need to search ORD-JNB in ExpertFlyer to see the true availability; even if there is space on ORD-AMS and AMS-JNB, if it Z space doesn't show up for ORD-JNB you won't be able to upgrade. Unfortunately this means that ExpertFlyer availability alerts, which can only be set on a segment-by-segment basis, are not useful for monitoring KLM upgrade availability on connecting flights.
  • In some cases, adding a DL domestic connecting flight can change KLM upgrade availability. For example ATL-AMS on KLM may show availability but MCO-ATL-AMS may not. Example. Unfortunately some more complex routings, such as forcing an extra connection to find KLM upgrade space (flying JFK-ORD-AMS-CPT instead of JFK-AMS-CPT), do not show up on ExpertFlyer so you are at the mercy of hopefully finding Delta agents who know what they're doing.
  • Bookings with KLM ticket numbers (starting in 074) can be upgraded using the same rules as bookings with Delta ticket numbers (starting in 006). Delta-operated, KLM-coded flights can be upgraded under the same rules as any other KLM-coded flight. Delta-coded, Delta-operated flights booked on a KLM ticket number can be upgraded the same as if they were booked on a Delta ticket number, so in any fare class other than E.
  • There have been numerous challenges with KLM upgrades, so be careful, be persistent, and make sure you request the upgrade within the no-risk cancellation window of the ticket so you can cancel if it doesn't work as expected.
  • More KLM upgrade reading: 1, 2, 3, 4, 5, 6

Using upgrades on Virgin Atlantic

3-year-old thread: https://www.flyertalk.com/forum/delt...lantic-vs.html
related, upgrading VS with SkyMiles (also requires G class, so the info may be useful too?): https://www.flyertalk.com/forum/delt...pgrade-vs.html
  • "Valid on Delta-marketed (DL flight number), Virgin Atlantic-operated flights for use globally on published fares booked in W, Y, B, M, H, Q, K, L, U, T, X or V class to G class (Upper Class). " Upgrading on Virgin-marketed (VS flight number) flights using GUCs is not possible.
  • Global Upgrades on Virgin Atlantic flights must be confirmed 24 hours prior to departure.
  • Global Upgrade Certificates may not be used to waitlist for a Virgin Atlantic-operated flight. Many agents will offer to put you on the waitlist, but putting you on the upgrade waitlist for a Virgin Atlantic flight will simply never clear so you're better off monitoring it yourself (see next bullets).
  • DL flight numbers are not available for most Virgin Atlantic flights to regions other than the US (for example LHR-JNB), so it is not possible to use GUCs on those flights.
  • Virgin Atlantic upgrade space appears to use the same availability as awards, so if a business class award is available for a Virgin Atlantic flight on Delta.com, it should be available for an upgrade (as long as that flight is booked on a DL flight number). If an award is not available, an upgrade is probably not available -- but if you notice any exceptions to this rule please share in the thread. You can also monitor G space using ExpertFlyer (see KLM section above).
  • Because G is the same code as Virgin Atlantic uses for award tickets, after you fly the tickets will register with Delta as having been awards and will not earn any miles. Watch your mileage earning carefully and you will likely have to call Delta and explain that it wasn't an award ticket but an upgrade from a paid coach ticket, and they will correct the mileage earning to be equivalent to what you would have earned on your original coach ticket.

Using upgrades on Virgin Australia

Valid on Delta-marketed, Virgin Australia-operated flights on published fares booked in Y, B, M, H, Q, K, L, U class to Virgin Australiaís Business Class.

Using upgrades on Air France

Dedicated thread: https://www.flyertalk.com/forum/delt...20-onward.html

"For travel on Air France-operated flights marketed by Air France and booked in Y, B, M, K, H, L, Q, T, N, R, or V class, customers can upgrade into A class (Premium Economy) or Z class (Business Class). For Air France-operated flights marketed by KLM, customers with a published fare booked in Y, B, M, K, H, L, Q, T, N, R, or V class can upgrade into Z class (Business Class). For Air France-operated flights marketed by Delta, customers with a published fare booked in Y, B, M, H, Q, K, L, U, T, X or V class can upgrade into A class (Premium Economy) or Z class (Business Class). In addition, customers traveling on an Air France-marketed and operated flight and booked in W, S or A class as well as customers traveling on an Air France-operated, Delta-marketed flight and booked in P, A, or G class can upgrade to Z class (Business Class)"

NOTE: GUC usage on AF used to be restricted to high fare classes only. Phone agents may not be familiar with the new rules, and may need to be gently pointed in the direction of the DL T&C on their own website.

Using upgrades on Korean (restricted to certain fare classes only)

Dedicated thread: https://www.flyertalk.com/forum/delt...ed-thread.html

"Valid on Delta-marketed, Korean Air-operated flights for use globally on Delta's published fares booked in Y or B class to Korean Air's Z class, or booked in M class to Korean Air's O class."

GUC usage on Korean requires the purchase of high fare classes, which may mean that it is cheaper to buy a discounted business class ticket than to buy an eligible coach fare and try to upgrade. Uniquely, it is possible to use GUCs to upgrade from business to first on Korean, but only if you buy the most expensive business class fares.

Using upgrades on Aeromexico

"For travel on Aeromexico operated, Delta marketed flights this certificate may be used to upgrade on Delta`s published fares booked in W, Y, B, M, H, Q, K, L, U, T, X or V class and all fare classes upgrade into Aeromexico`s O class."
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Old Feb 5, 22, 3:20 pm
  #46  
 
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.5MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,615
DL Initiated 3 hr Change but still must have new ug inventory

For two weeks running, DL has made a mess of a simple schedule: OKC-ATL-JFK-LHR. The original ticket was purchased 11/4/21 using GUCs.
Last week, there was a 3 hour change with the ATL-JFL flight, but rather than put me on OKC-ATL-LHR, they messed around and I now arrive later in LHR than is helpful for my onward travel out of the LHR airport.
Today, I do not know how many minutes were involved with ATL-JFK schedule change, but now I have 16 minutes to connect at ATL coming in from OKC and on to JFK.
The agent talked to someone in international changes (we disconnected and she called maybe 2 hours later) and said they would not put me on the direct flight due to the absence of ug inventory.
So when did DL change the policy that if they make a change as big as 3 hours they will not change the code and clear me into the best connection? Apparently the only thing that says my current schedule is that JFK-LHR still has ug inventory and they want me to be glad they are not charging me the PS fare (it is open jaw coming back from FCO that has direct flights).
In the past, we had changes that 'worked to our advantage'. Now, they are telling me to sit on this and see what happens since ATL-JFK flights appear to be changing almost every weekend now.
Xeno is online now  
Old Feb 5, 22, 4:36 pm
  #47  
 
Join Date: Feb 2007
Location: Atlanta
Programs: DL 2xMillion Miler, Hyatt Globalist, IHG Plat, Marriott/Hilton Gold Life
Posts: 565
If the outbound higher-end call center gets involved, they can do anything.
Standard folks not so much.
But have you tried the chat?
Somehow chat saved me $200 on a R/T over other ATL-LIB tickets we purchased for same itinerary.... no idea how when online was showing more expensive price.
(so... additional inventory)
lindros2 is offline  
Old Feb 5, 22, 6:54 pm
  #48  
 
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.5MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,615
Originally Posted by Xeno View Post
For two weeks running, DL has made a mess of a simple schedule: OKC-ATL-JFK-LHR. The original ticket was purchased 11/4/21 using GUCs.
Last week, there was a 3 hour change with the ATL-JFL flight, but rather than put me on OKC-ATL-LHR, they messed around and I now arrive later in LHR than is helpful for my onward travel out of the LHR airport.
Today, I do not know how many minutes were involved with ATL-JFK schedule change, but now I have 16 minutes to connect at ATL coming in from OKC and on to JFK.
The agent talked to someone in international changes (we disconnected and she called maybe 2 hours later) and said they would not put me on the direct flight due to the absence of ug inventory.
So when did DL change the policy that if they make a change as big as 3 hours they will not change the code and clear me into the best connection? Apparently the only thing that says my current schedule is that JFK-LHR still has ug inventory and they want me to be glad they are not charging me the PS fare (it is open jaw coming back from FCO that has direct flights).
In the past, we had changes that 'worked to our advantage'. Now, they are telling me to sit on this and see what happens since ATL-JFK flights appear to be changing almost every weekend now.
I am very disappointed my thread was merged into this meaningful but long and winding thread. My query had nothing to do with 2/1/22 policy about GUCs, but the change of policy by DL for some time now of not protecting out ug when they are the ones who made the changed.
Xeno is online now  
Old Feb 7, 22, 3:06 pm
  #49  
 
Join Date: Jan 2018
Programs: DL Diamond, Hertz PC, Bonvoy Gold Elite
Posts: 430
Originally Posted by Xeno View Post
For two weeks running, DL has made a mess of a simple schedule: OKC-ATL-JFK-LHR. The original ticket was purchased 11/4/21 using GUCs.
Last week, there was a 3 hour change with the ATL-JFL flight, but rather than put me on OKC-ATL-LHR, they messed around and I now arrive later in LHR than is helpful for my onward travel out of the LHR airport.
Today, I do not know how many minutes were involved with ATL-JFK schedule change, but now I have 16 minutes to connect at ATL coming in from OKC and on to JFK.
The agent talked to someone in international changes (we disconnected and she called maybe 2 hours later) and said they would not put me on the direct flight due to the absence of ug inventory.
So when did DL change the policy that if they make a change as big as 3 hours they will not change the code and clear me into the best connection? Apparently the only thing that says my current schedule is that JFK-LHR still has ug inventory and they want me to be glad they are not charging me the PS fare (it is open jaw coming back from FCO that has direct flights).
In the past, we had changes that 'worked to our advantage'. Now, they are telling me to sit on this and see what happens since ATL-JFK flights appear to be changing almost every weekend now.
Just call back and push the issue. If they do a schedule change, you should not have to requalify for upgrade, thats on them. There have been multiple reports of this. HUCA seems to work.
Utskicat is offline  
Old Feb 7, 22, 3:14 pm
  #50  
 
Join Date: Jul 2001
Posts: 345
I need to vent. I have been a Diamond member since the inception of the program, and I cannot remember ever facing this amount of frustration with Delta. I am trying to purchase a Delta One fare for myself on a TATL itinerary and purchase a Premium Select fare for my wife which will be upgraded with a GUC. I spent ~ 1 hour online searching for upgrade space for her, greatly complicated by the fact that if I do XXX-ATL-CDG-YYY it will not show the upgrade availability in many cases on ATL-CDG, but if I just search ATL-CDG it will. So I need to look at possible itineraries XXX-DTW-CDG-YYY, XXX-JFK-CDG-YYY, XXX-ATL-AMS-YYY, etc. I found an itinerary that works without having an absurd Delta One fare (> $8k), and then spent 2 and a half hours on the phone with Delta (and this does not include the 5 minutes holding to speak with an agent initially). We go through ticketing both me and my wife, and then they say that the TATL return (CDG-DTW) can only be waitlisted for my wife, as there is no availability. I say that is crazy, the web site shows otherwise:


Here is the pop-up window if you click on "Delta One available..."


The first agent says that he cannot explain the discrepancy between what he sees (no upgrade availability) and what I see, and would I like to talk with another associate. I say yes, and go through the same process. She also ends up saying that she cannot upgrade my wife, and I insist that she talk to a supervisor. She goes back and forth between me and the supervisor, asks me to email them the screenshots above, and then says that since the web shows availability, the supervisor should be able to book this and honor that. Ultimately, she comes back and says that they will not do it, but would I like to speak with the supervisor. I talk with the supervisor who remains adamant that they can do nothing. I thought in the past that having status meant that you could avoid all of this and that Delta would honor what their web site shows. That appears to no longer be the case. It is also clear that the GUCs are worthless even if I am willing to pay $2,800 for a PS fare.
ehe123 is offline  
Old Feb 7, 22, 3:15 pm
  #51  
 
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.5MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,615
Originally Posted by Utskicat View Post
Just call back and push the issue. If they do a schedule change, you should not have to requalify for upgrade, thats on them. There have been multiple reports of this. HUCA seems to work.
The reason I started a dedicated thread was that HUCA does not resolve a policy DL put in place at some point in 2021. I have run into this before and do not remember how it was resolved.
For two weekends running, I have invested in 3.5 hour phone tie ups with DL agents. The initial DM agents want to quickly move me to the direct flight out of ATL but 1 or 2 hours later someone else tells him/her that they will not move me due to the lack of ug inventory even though DL initiated the change and not me.
Xeno is online now  
Old Feb 7, 22, 5:00 pm
  #52  
 
Join Date: Sep 2017
Posts: 83
Originally Posted by ehe123 View Post
I need to vent. I have been a Diamond member since the inception of the program, and I cannot remember ever facing this amount of frustration with Delta. I am trying to purchase a Delta One fare for myself on a TATL itinerary and purchase a Premium Select fare for my wife which will be upgraded with a GUC. I spent ~ 1 hour online searching for upgrade space for her, greatly complicated by the fact that if I do XXX-ATL-CDG-YYY it will not show the upgrade availability in many cases on ATL-CDG, but if I just search ATL-CDG it will. So I need to look at possible itineraries XXX-DTW-CDG-YYY, XXX-JFK-CDG-YYY, XXX-ATL-AMS-YYY, etc. I found an itinerary that works without having an absurd Delta One fare (> $8k), and then spent 2 and a half hours on the phone with Delta (and this does not include the 5 minutes holding to speak with an agent initially). We go through ticketing both me and my wife, and then they say that the TATL return (CDG-DTW) can only be waitlisted for my wife, as there is no availability. I say that is crazy, the web site shows otherwise:


Here is the pop-up window if you click on "Delta One available..."


The first agent says that he cannot explain the discrepancy between what he sees (no upgrade availability) and what I see, and would I like to talk with another associate. I say yes, and go through the same process. She also ends up saying that she cannot upgrade my wife, and I insist that she talk to a supervisor. She goes back and forth between me and the supervisor, asks me to email them the screenshots above, and then says that since the web shows availability, the supervisor should be able to book this and honor that. Ultimately, she comes back and says that they will not do it, but would I like to speak with the supervisor. I talk with the supervisor who remains adamant that they can do nothing. I thought in the past that having status meant that you could avoid all of this and that Delta would honor what their web site shows. That appears to no longer be the case. It is also clear that the GUCs are worthless even if I am willing to pay $2,800 for a PS fare.
I think the problem is married segment vs one way availability.
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Old Feb 7, 22, 8:20 pm
  #53  
 
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Originally Posted by kobyjones21 View Post
I think the problem is married segment vs one way availability.
From my experience Delta metal has never been subject to married segments for GUC (segment by segment) but AF and KL are because you need Z avails (meaning your ticket has to be rebooked as Z and if Z not available all the way through they canít do it). I had a schedule change after 2/1 for AF metal booked in coach and upgraded to Z. They moved me to a new AF flight in 20 min but they changed the flight code from AF to DL (but still Z). So I wonít get MQD boost but oh well. At least the flight was rebooked quickly. DL needs to fix the no rebooking with schedule change on DL metal that people are complaining of.
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Old Feb 7, 22, 9:05 pm
  #54  
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Originally Posted by Xeno View Post
The reason I started a dedicated thread was that HUCA does not resolve a policy DL put in place at some point in 2021.
There's also this existing thread: Rebookings with RUCs/GUCs (schedule change/IRROPs/voluntary changes) Thread

rumblings about a change in policy began in May/June, read forward from about post 55.
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Old Feb 7, 22, 10:58 pm
  #55  
 
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Originally Posted by Xeno View Post
The reason I started a dedicated thread was that HUCA does not resolve a policy DL put in place at some point in 2021. I have run into this before and do not remember how it was resolved.
For two weekends running, I have invested in 3.5 hour phone tie ups with DL agents. The initial DM agents want to quickly move me to the direct flight out of ATL but 1 or 2 hours later someone else tells him/her that they will not move me due to the lack of ug inventory even though DL initiated the change and not me.
Last time I spoke with an agent who successfully did the rebook, I questioned why so many agents now say you have to have upgrade inventory on the new flight. His reply was two-fold
1) He said many agents confuse the KM sections that are referring to VOLUNTARY changes. Its apparently a very long page and when people do a search for the rebooking rules, they start reading rules not realizing they are under the voluntary changes section.
2) The newest language in the schedule change section is apparently very poorly written. He said that the rules refer to protecting "originally ticketed class" which accurately refer to the ticketed class BEFORE the schedule change. But some agents read this to mean the original ticket purchased (before upgrade). He also said there is a note that they can call some other desk to have them protect upgraded space if its not available on the new flights. He told me to push on this policy if I get it...that it hasn't been addressed from mgmt, its just agents trying to decode poorly written instructions.
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Last edited by Utskicat; Feb 8, 22 at 8:52 pm
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Old Feb 8, 22, 7:50 am
  #56  
 
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Originally Posted by kobyjones21 View Post
I think the problem is married segment vs one way availability.
I suspect that this is the issue, but it is amazing that the three agents (including one supervisor) never raised this. But the problem is only on the return not the outbound. Instead of doing XXX-DTW-CDG-YYY, Delta One Upgrade availability will show if I do XXX-DTW-CDG. Unfortunately, the one seat available for upgrade on Nov. 12 for CDG-ATL now no longer exists.
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Old Feb 8, 22, 8:24 am
  #57  
 
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Originally Posted by Zorak View Post
There's also this existing thread: Rebookings with RUCs/GUCs (schedule change/IRROPs/voluntary changes) Thread

rumblings about a change in policy began in May/June, read forward from about post 55.
I see that post #63 is like my case so my thread should have been moved to this conversation.
I would say that from my experience in the last few weeks that DL is more rigid about insisting I must locate ug inventory even when DL makes the change. Not all the DM agents who answer my calls seem to know this, but by the time they talk to a supervisor or international reissue agent they move from sympathetic to rigid rejection.
I know we are not supposed to cross post, but I am tempted to start posting in this other thread since my issues have nothing to do with the GUC changes on 2/1/22.
Edited to say I see that I actually posted in that thread #124 when I first encountered this problem in July 2021!

Last edited by Xeno; Feb 8, 22 at 8:44 am
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Old Feb 8, 22, 8:29 am
  #58  
 
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Originally Posted by Utskicat View Post
Last time I spoke with an agent who successfully did the rebook, I questioned why so many agents now say you have to have upgrade inventory on the new flight. His reply was two-fold
1) He said many agents confuse the KM sections that are referring to VOLUNTARY changes. Its apparently a very long page and when people do a search for the rebooking, they start reading rules not realizing they are under the voluntary changes section.
2) The newest language in the schedule change section is apparently very poorly written. He said that the rules refer to protecting "originally ticketed class" which accurately refer to the ticketed class BEFORE the schedule change. But some agents read this to mean the original ticket purchased. He also said there is a note that they can call some other desk to have them protect upgraded space if its not available on the new flights. He told me to push on this policy if I get it...that it hasn't been addressed from mgmt, its just agents trying to decode poorly written instructions.
I have faithfully checked Saturday schedule changes to make certain to avoid developments that would negatively impact my trips. There was a time that when DL made a change of perhaps 90 minutes, I could call up with selected flights and have little to no trouble getting alternative flights.
Now DL's IT goes wild - first it's a 3 hour change then it's a 16 minute connect not marked as illegal - and while DM agents start out friendly, by the time they transfer me to a supervisor that is the end of the road. I thought the DM phone agents were also consulting with international reissue agents and if so then DL has an unpublished policy that penalizes someone like me who has to purchase tickets far in advance of actual travel.
BTW, DL would have put me on the direct ATL-LHR flight but I would be waitlisted which is not an option with my medical history.

Last edited by Xeno; Feb 8, 22 at 8:43 am
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Old Feb 8, 22, 10:25 am
  #59  
 
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I think I have now resigned myself to thinking that GUCs are useless for most international travel, and that they have become super-RUCs that can be reliably used for domestic flights without waitlisting.
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Old Feb 8, 22, 10:35 am
  #60  
 
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Originally Posted by ehe123 View Post
I think I have now resigned myself to thinking that GUCs are useless for most international travel, and that they have become super-RUCs that can be reliably used for domestic flights without waitlisting.
I used to do okay when we had to buy M/B/Y to use GUCs for international D1 and worried that the switch to lower fares would doom the program. It appears that anxiety was not misplaced.
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