soxfanndc

Backdrop: So I was scheduled one way on DL in FC from BOS-MIA in July of this year. It was a nonstop flight. I was notified over the weekend that there "was a schedule change" and that I'd been rebooked on a connection, BOS-ATL-MIA and I noticed that my connecting flights would arrive 2 hours later than my nonstop. TRULY not the end of the world. I contacted DL via text and after AN HOUR of actively texting the rep (this does not include wait time) I was advised that BOTH of the two options I'd wanted would involve an add/collect. To be clear, the first option I wanted was BOS-MSP-MIA (a lil out of the way, and I "get" that) but then the second option was simply BOS-ATL-MIA and it was just a tad later than what they'd automatically re-booked me on. I was immensely frustrated that the text agent advised me that I'd have to pay an add/collect b/c their automatic rebooking tool didn't quite meet my needs and I had NO recourse other than to get a refund or accept their booking?????? I terminated the text convo. I FINALLY was able to book one of my desired options on the website and no issue at all. I don't fly DL much anymore and, in fact, have transferred my flying to United or to whomever has the best FC fare for where I'm going, but is this what DL has come to? Truly want to know if this is the "new" DL and thanks for any input. Safe travels.

Cory6188

Frankly, unless you're doing something super simple, the text agents are amazingly clueless. It's a real low point in DL's services.

The website actually lets you rebook for free, as it looks like you discovered (when you click "Change Flights," all the options will show up at the same price you paid), or if you call, any agent should be able to help without hesitation.

hi55us

The issue is probably because a connection in MSP isn't valid in the fare rules, therefore the agent is totally repricing the whole flight. Something like MIA-DTW-BOS is probably a valid routing and they would let you change for no charge.

soxfanndc

OP here. Thank you and yes, I'm aware of that but my 2nd choice was BOS-ATL-MIA but on a later flight then the rebooking tool had me on, and they advised me that it would be an add/collect on that one as well. so yes, I do understand that portion of my query to them BUT I'll also add that there is a revenue routing available for BOS-MSP-MIA. I appreciate your reply. The interaction w/ DL was most frustrating. Be well and travel safely!!!!

sydneyracquelle

Save aggravation. Try website first after accepting the change. Usually it is an even exchange. Otherwise try the phone. Never ever do this by text.

Mountain Explorer

Sucks you had that experience, but I agree with others, if you need to contact an agent, always better to call. A phone agent would have given you any legal routing you wanted in under 5 minutes without any difficulty. I def get the appeal of texting but it's just not worth it

Eastbay1K

I also suggest waiting a few days after a major schedule change to contact DL (or any airline).

rjburns

I always have a spare hour or two to wait on hold to speak to an agent.

ATLawyer

(Use the callback option).

Separately, can we all agree that “we’re experiencing high call volumes” isn’t an excuse? When it’s been occurring for 2 years straight, it’s not a “high call volume” it’s just the new normal coupled with staffing.

shoodawg

fully agree the texting / messaging is a waste of time.

shoodawg

I heard a leak that marketing is changing keep climbing to keep dialing.

flyerCO

You'd be surprised at valid routings. SLC can even be valid for some East coast to East coast O/D. Mainly due to limited flight numbers since CV19 appeared, these have become legal. Basically LAX and/or SEA generally are the only two you won't see often.

xliioper

MSP is a valid routing for F fares and the pricier coach fares (below). Although married segment inventory on MSP routings looks to be zeroed out (or limited to higher fare buckets) on many days. There are a number of cheap coach (and corresponding BE/C+) fares that require non-stop routing.

MAP CONSTRUCTED LEFT TO RIGHT AND RIGHT TO LEFT
1. BOS-ATL/DTT/MSP/NYC/RDU-MIA

fwfdan

I would think that for DL that MSP would be valid for a fare unless it was a non-stop only fare. Once a connection is allowed you would be surprised how funky routings are allow... There was a time that I believe that UA had a routing that pretty much would have allowed BOS-x/SFO-MIA

Repooc17

Given the flight is not until July, I would sit tight and let things play out in their natural courses. I would not be surprised if there would be more schedule updates.