Question about a schedule change on an Award ticket
Dec 17, 2022, 8:56 am
#1
Original Poster
Join Date: Nov 2006
Location: Norway, Maine
Programs: United Silver and HH Diamond
Posts: 1,474
Question about a schedule change on an Award ticket
I originally booked the nonstop flight Boston to Phoenix on 8/19/23 using award miles. This flight was nonstop and left at 7am. My flight has now changed to depart at 7:59pm, more than a 12 hour schedule change. I called to request an earlier flight out (of course that would be a connecting flight). I was just informed that you have to accept a schedule change on award tickets and they will not move me to an earlier flight. Is this accurate?
Dec 17, 2022, 9:02 am
#2
FlyerTalk Evangelist
Join Date: Jun 2015
Location: Back in Reds Country (DAY/CVG). Previously: SEA & SAT.
Programs: DL PM 1MM, AA PLAT, UA Silver, Marriott Bonvoy Titanium
Posts: 10,361
I originally booked the nonstop flight Boston to Phoenix on 8/19/23 using award miles. This flight was nonstop and left at 7am. My flight has now changed to depart at 7:59pm, more than a 12 hour schedule change. I called to request an earlier flight out (of course that would be a connecting flight). I was just informed that you have to accept a schedule change on award tickets and they will not move me to an earlier flight. Is this accurate?
**For future reference, you may not always have the same position with DL awards booked on partners as DL cannot force the partner to open space on the partner operated flights so you may be “stuck” with the new schedule. The same may be true if you use another program’s miles to book a DL operated award flight where that program cannot force DL to open award space.
Dec 17, 2022, 9:03 am
#3
Join Date: Jun 2011
Posts: 378
I originally booked the nonstop flight Boston to Phoenix on 8/19/23 using award miles. This flight was nonstop and left at 7am. My flight has now changed to depart at 7:59pm, more than a 12 hour schedule change. I called to request an earlier flight out (of course that would be a connecting flight). I was just informed that you have to accept a schedule change on award tickets and they will not move me to an earlier flight. Is this accurate?
Source: My award flights are in the process of being changed to different airports for the nth time, as Delta keeps cutting flights.
Dec 17, 2022, 9:37 am
#4
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Join Date: Jul 2003
Posts: 23,070
I would second suggestion of just attempting to change online. I was able to change an award flight online recently after a significant schedule change and was able to change to alternate flights with no difference in mileage (even though they were different mileage amounts if you attempted to book a new trip on them). You might also want to try the online chat function on website if that doesn't work. I have had decent success with them on recent issues.
Dec 17, 2022, 10:16 am
#5
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Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
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today is Schedule Change Saturday … let the system percolate until Mon and then try to resolve to your satisfaction
note also that there will likely be three or four more changes between now and late June / early July (which is when the mid-August schedules should be ~98% firm)
note also that there will likely be three or four more changes between now and late June / early July (which is when the mid-August schedules should be ~98% firm)
Dec 17, 2022, 10:17 am
#6
Original Poster
Join Date: Nov 2006
Location: Norway, Maine
Programs: United Silver and HH Diamond
Posts: 1,474
today is Schedule Change Saturday … let the system percolate until Mon and then try to resolve to your satisfaction
note also that there will likely be three or four more changes between now and late June / early July (which is when the mid-August schedules should be ~98% firm)
note also that there will likely be three or four more changes between now and late June / early July (which is when the mid-August schedules should be ~98% firm)
Dec 17, 2022, 10:26 am
#7
Original Poster
Join Date: Nov 2006
Location: Norway, Maine
Programs: United Silver and HH Diamond
Posts: 1,474
I would second suggestion of just attempting to change online. I was able to change an award flight online recently after a significant schedule change and was able to change to alternate flights with no difference in mileage (even though they were different mileage amounts if you attempted to book a new trip on them). You might also want to try the online chat function on website if that doesn't work. I have had decent success with them on recent issues.
Dec 17, 2022, 11:21 am
#8
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,859
The website and app are not letting me change anything. I will wait a few days and call again. If by online chat you meaning texting through my cell phone, I tried that and the person said the same thing. Award tickets cannot be changed only cancelled and rebooked. No exceptions.
Last edited by GagaPilot; Dec 17, 2022 at 1:15 pm
Dec 17, 2022, 11:32 am
#9
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Join Date: Jul 2003
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The website and app are not letting me change anything. I will wait a few days and call again. If by online chat you meaning texting through my cell phone, I tried that and the person said the same thing. Award tickets cannot be changed only cancelled and rebooked. No exceptions.
Dec 17, 2022, 11:54 am
#11
Join Date: Mar 2011
Location: New York, NY
Programs: AA ExPl, DL PM, UA Silver, Hyatt Globalist, Marriott Titanium, probably some others
Posts: 4,105
You can absolutely change award tickets to a similar routing with no price change if you have a significant schedule change if they're a DL ticket on DL metal. Misinformed agents. HUCB, ask for a supervisor, this is a DOT rule.
Dec 17, 2022, 12:09 pm
#12
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Join Date: Jul 2003
Posts: 23,070
Sorry to be blunt, but something sounds off here if multiple agents are actually saying "no exceptions" to a complementary change with a 12 hour schedule change (I can't say I've personally experienced anything like that). I wouldn't expect that much pushback if requesting reasonable options. However, something like demanding a D1 routing on an FC award might not get hoped for results.
Dec 17, 2022, 1:11 pm
#13
Original Poster
Join Date: Nov 2006
Location: Norway, Maine
Programs: United Silver and HH Diamond
Posts: 1,474
Sorry to be blunt, but something sounds off here if multiple agents are actually saying "no exceptions" to a complementary change with a 12 hour schedule change (I can't say I've personally experienced anything like that). I wouldn't expect that much pushback if requesting reasonable options. However, something like demanding a D1 routing on an FC award might not get hoped for results.
Dec 17, 2022, 1:29 pm
#14
Join Date: Jul 2017
Programs: Delta Platinum; Hilton Diamond; Marriot Gold
Posts: 1,119
Check the website. There are no D1 routings to Phoenix (from any city). I have no status with Delta. I suspect most people who book award tickets are elites and are treated differently than common folk to be honest. I think accepting a 12-13 hour schedule change because it is an award ticket is unacceptable. I might simply cancel and move on or I might fight this for months. Haven't decided how many hours I want to put into this.
decide what flight you want, call back on Monday (you get the crappiest agents on the weekend).
tell them this:
”hi my name is xxxxxx, and I was notified of a schedule change greater than 2 hours for my flight on 8/13. Confirmation number is xxxx. I would like to make a change to flight number yyyy connecting on flight zzzz per the policy regarding delta-initiated schedule changes.”
Dec 17, 2022, 1:31 pm
#15
Join Date: May 2010
Posts: 1,125
Check the website. There are no D1 routings to Phoenix (from any city). I have no status with Delta. I suspect most people who book award tickets are elites and are treated differently than common folk to be honest. I think accepting a 12-13 hour schedule change because it is an award ticket is unacceptable. I might simply cancel and move on or I might fight this for months. Haven't decided how many hours I want to put into this.
I usually start with the chat, and either get completely wrong or nonsensical answers or am.told I have to call. Inevitably the first agent I talk to is just as unhelpful, but they will eventually transfer me to someone who can help.