Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > Delta Air Lines | SkyMiles
Reload this Page >

Why is reissuing a ticket with DL worse than purgatory?

Why is reissuing a ticket with DL worse than purgatory?

Old Mar 3, 2023, 1:28 pm
  #1  
Original Poster
 
Join Date: May 2003
Location: LAX
Programs: DL-Plat, UA-Plat 2MM, AA-PlatPro, B6-Mosaic 3, AY-Plat, HY-Globalist, MR-LT Plat, HH-Gold
Posts: 1,224
Angry Why is reissuing a ticket with DL worse than purgatory?

My most recent experience with having to get a ticket reissued with DL has honestly made me rethink whether I should continue my relationship. I simply don't understand how the incompetence, lack of training, bad tech, or whatever it is that makes this process so painful continues when it seems to be something that needs to happen on a regular basis with DL. I've never experienced it with other airlines, but every time I have to call in for a change, I dread whether it will require a reissue, whether the agent will understand that it needs to be reissued, and then waiting the 30+ minutes to actually get it reissued. That's just the normal course of business for cleared RUCs, etc, but last night was a 3 hour adventure that is comical in its incompetence.

I was flying LAX-HNL-OGG on a F ticket I purchased using Amex points on Amex Travel. I noticed that LAX-OGG had Z space available, which is the class I booked, so I tried to do a same day change in the app, which wasn't possible. I then went to the desktop website, where it prompted me to the "Change Flights" page and it was available for $30 less than the price I paid. Well that's a no-brainer... selected the flight, got to the very last page to confirm the change and got an error message. Don't remember exactly what it said, but essentially that it could not process. But when I pulled up the reservation, the change had been made and I was confirmed on LAX-OGG and able to select seat assignments. I was not, however, able to check in. Uh-oh, I know what that means...

Call in to DL, who of course doesn't understand. You're confirmed on that flight, everything looks fine. I coach her along that the ticket probably needs to be reissued and she eventually acknowledges and puts me on hold. After some time, she comes on to tell me that she can't reissue it and needs to contact support. 30 minutes later, I'm told that Amex needs to reissue the ticket, there's nothing they can do. I explain that this is something I just did entirely on Delta.com, the flight is tomorrow, and surely they should be able to help? Nope.

I'm not going to harp on the pain of getting Amex to understand the situation. It was like explaining algebra to a fourth grader. Finally I'm transferred to someone who sorta gets it, but keeps insisting that they've reissued the ticket and all looks fine on their end. Finally they call Delta.

Over the next two hours the following is relayed to me from DL via the Amex rep:
  • I need to contact Hawaiian as that is the segment they're apparently having difficulty with (HNL-OGG from the original reservation). This was originally a DL flight to HNL and a DL codeshare to OGG, all on DL stock... so... no, I tell him do not accept that answer.
  • DL sees that it was an error in the website booking, so they will reissue the ticket.
  • DL needs to charge a reissue fee and is trying to get that waived.
  • DL won't waive the reissue fee but will now allow Amex to reissue the ticket themselves (apparently the ticket had gone to DL control).
Each of these responses came with about 20 minutes of waiting between each one. Amex was finally able to reissue and 3 hours after I selected the flight change from the website, I was able to check in.

Again, DL seems to be the only carrier that just can't seem to easily fix a ticketing issue. I've had similar situations on other airlines, and it may take a call to fix, but rarely takes more than 5 minutes. What is so bad at DL that they can't easily fix problems like this?
daslax is offline  
Old Mar 3, 2023, 1:50 pm
  #2  
 
Join Date: Nov 2018
Location: TUL
Programs: Delta, Marriott, IHG Platinum
Posts: 227
I'm sure there's a ton I don't know, but as a lay person I don't understand why an RUC is any different than any other upgrade. If you clear as a medallion or use your miles to upgrade after purchase, they don't have to reissue the ticket. Just change your seating assignment.
tardyturtle likes this.
ostatekitty is offline  
Old Mar 3, 2023, 2:00 pm
  #3  
 
Join Date: Sep 2008
Location: Midwest USA
Programs: BA SIL, WN A, UA SIL, Marriott TIT (LT), Hilton DIA
Posts: 1,968
not defending DL but any time there are extra hands in the pot (i.e. Amex travel agent) it is going to be a pain.

That said, it shouldn't be that hard.
Adam1222, Marschel and hhdl like this.
nachosdelux is offline  
Old Mar 3, 2023, 2:13 pm
  #4  
FlyerTalk Evangelist
 
Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
Programs: DL PM 1.57MM; AS MVPG 100K
Posts: 21,236
Originally Posted by daslax
My most recent experience with having to get a ticket reissued with DL ... was a 3 hour adventure that is comical in its incompetence.

I was flying LAX-HNL-OGG on a F ticket I purchased using Amex points on Amex Travel. I noticed that LAX-OGG had Z space available, which is the class I booked, so I tried to do a same day change in the app, which wasn't possible. I then went to the desktop website, where it prompted me to the "Change Flights" page and it was available for $30 less than the price I paid. Well that's a no-brainer... selected the flight, got to the very last page to confirm the change and got an error message. Don't remember exactly what it said, but essentially that it could not process. But when I pulled up the reservation, the change had been made and I was confirmed on LAX-OGG and able to select seat assignments. I was not, however, able to check in. Uh-oh, I know what that means...

Call in to DL, who of course doesn't understand. ... What is so bad at DL that they can't easily fix problems like this?
when you purchase a ticket *from an entity other than the airline* *AND* it's before day of departure, you *HAVE* to deal with the selling entity ... the operating airline *CANNOT* actually do anything with the reservation until DoD
Adam1222, Marschel and hhdl like this.
jrl767 is offline  
Old Mar 3, 2023, 2:18 pm
  #5  
 
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 1,140
Its not just you though, sometimes getting a ticket issued/re-issued on DL alone is a hour/hours long process, esp if an upgrade or sched change is involved
GeminisTwin likes this.
unitedbusiness is offline  
Old Mar 3, 2023, 2:38 pm
  #6  
dw
 
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,356
Originally Posted by jrl767
when you purchase a ticket *from an entity other than the airline* *AND* it's before day of departure, you *HAVE* to deal with the selling entity ... the operating airline *CANNOT* actually do anything with the reservation until DoD
Thats not entirely true, the operating airline can take over an agency issued ticket, though some will impose a service charge to do so
indufan likes this.
dw is offline  
Old Mar 3, 2023, 6:08 pm
  #7  
 
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,632
This is single handedly my biggest frustration with DL in general. The need to get a ticket reissued when the system doesn't do it or the agent doesn't know to do it when applying a GUC/RUC or when there's a schedule change or an SDC.

Then, when you do find someone willing to do it, having to wait on hold for 30 mins to an hour.

in 2023 it is just inexcusable that these things can't be done automatically
happydad100, duluthDL and Marschel like this.
demkr is offline  
Old Mar 3, 2023, 6:17 pm
  #8  
 
Join Date: Jul 2015
Location: Utah
Programs: DL DM
Posts: 41
Ive had a number of these issues with RUCs/GUCs and I cant help but feel like its intentional at this point. It really sours the benefit and just adds one more reason for going FA after I work down my status.
SledMonkey is offline  
Old Mar 3, 2023, 6:18 pm
  #9  
Original Poster
 
Join Date: May 2003
Location: LAX
Programs: DL-Plat, UA-Plat 2MM, AA-PlatPro, B6-Mosaic 3, AY-Plat, HY-Globalist, MR-LT Plat, HH-Gold
Posts: 1,224
Originally Posted by nachosdelux
not defending DL but any time there are extra hands in the pot (i.e. Amex travel agent) it is going to be a pain.

That said, it shouldn't be that hard.
Originally Posted by jrl767
when you purchase a ticket *from an entity other than the airline* *AND* it's before day of departure, you *HAVE* to deal with the selling entity ... the operating airline *CANNOT* actually do anything with the reservation until DoD
I expected this response and I guess I should have addressed it better in my post. Yes, if I had called DL and they said sorry, we cant do anything with your ticket, if you want to change your ticket speak to Amex, then fine. Thats not what happened here. Delta has a same day change program and I was trying to make a same day change that I expected would not need to involve the external agency. Furthermore, Deltas website allowed me to proceed with the change. If external bookings are not eligible to change, they should be blocked. Deltas own technology produced the problem here, they needed to find a solution. And clearly they are ABLE to reissue a ticket, its just not their policy. And to fix the problem THEY created, they needed to waive this policy.

Originally Posted by dw
Thats not entirely true, the operating airline can take over an agency issued ticket, though some will impose a service charge to do so
Exactly. In fact, Amex told me that they had tried to reissue the ticket but Delta had taken it over. Remember that the final solution here was that Delta gave control BACK to Amex, so clearly Delta can take it over if they want to.
dw and AlwaysFlyStar like this.
daslax is offline  
Old Mar 3, 2023, 6:26 pm
  #10  
FlyerTalk Evangelist
Hilton Contributor Badge
 
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 26,684
Originally Posted by daslax
My most recent experience with having to get a ticket reissued with DL has honestly made me rethink whether I should continue my relationship. I simply don't understand how the incompetence, lack of training, bad tech, or whatever it is that makes this process so painful continues when it seems to be something that needs to happen on a regular basis with DL. I've never experienced it with other airlines, but every time I have to call in for a change, I dread whether it will require a reissue, whether the agent will understand that it needs to be reissued, and then waiting the 30+ minutes to actually get it reissued. That's just the normal course of business for cleared RUCs, etc, but last night was a 3 hour adventure that is comical in its incompetence.

I was flying LAX-HNL-OGG on a F ticket I purchased using Amex points on Amex Travel. I noticed that LAX-OGG had Z space available, which is the class I booked, so I tried to do a same day change in the app, which wasn't possible. I then went to the desktop website, where it prompted me to the "Change Flights" page and it was available for $30 less than the price I paid. Well that's a no-brainer... selected the flight, got to the very last page to confirm the change and got an error message. Don't remember exactly what it said, but essentially that it could not process. But when I pulled up the reservation, the change had been made and I was confirmed on LAX-OGG and able to select seat assignments. I was not, however, able to check in. Uh-oh, I know what that means...

Call in to DL, who of course doesn't understand. You're confirmed on that flight, everything looks fine. I coach her along that the ticket probably needs to be reissued and she eventually acknowledges and puts me on hold. After some time, she comes on to tell me that she can't reissue it and needs to contact support. 30 minutes later, I'm told that Amex needs to reissue the ticket, there's nothing they can do. I explain that this is something I just did entirely on Delta.com, the flight is tomorrow, and surely they should be able to help? Nope.

I'm not going to harp on the pain of getting Amex to understand the situation. It was like explaining algebra to a fourth grader. Finally I'm transferred to someone who sorta gets it, but keeps insisting that they've reissued the ticket and all looks fine on their end. Finally they call Delta.

Over the next two hours the following is relayed to me from DL via the Amex rep:
  • I need to contact Hawaiian as that is the segment they're apparently having difficulty with (HNL-OGG from the original reservation). This was originally a DL flight to HNL and a DL codeshare to OGG, all on DL stock... so... no, I tell him do not accept that answer.
  • DL sees that it was an error in the website booking, so they will reissue the ticket.
  • DL needs to charge a reissue fee and is trying to get that waived.
  • DL won't waive the reissue fee but will now allow Amex to reissue the ticket themselves (apparently the ticket had gone to DL control).
Each of these responses came with about 20 minutes of waiting between each one. Amex was finally able to reissue and 3 hours after I selected the flight change from the website, I was able to check in.

Again, DL seems to be the only carrier that just can't seem to easily fix a ticketing issue. I've had similar situations on other airlines, and it may take a call to fix, but rarely takes more than 5 minutes. What is so bad at DL that they can't easily fix problems like this?
The DL systemshould'venever given you option to change the ticket. As it was issued by AMEX, anything requiring a reissue should be done through them. Only IRROPS rebookings do the airline reissuetickets for. (Without charging a fee)

Now since was DL system fault for even allowing you to search, they shouldve taken responsibility.

Originally Posted by ostatekitty
I'm sure there's a ton I don't know, but as a lay person I don't understand why an RUC is any different than any other upgrade. If you clear as a medallion or use your miles to upgrade after purchase, they don't have to reissue the ticket. Just change your seating assignment.
When use miles they do indeed reissue. Also upgrades depend on type of upgrade. When you upgrade a single segment, you're doing a seat upgrade, these don't require ticket reissue like mile/GUC upgrades as they're simply seating you in a hugher cabin than ticketed. If you use a GUC/RUC, the ticket is reissued or at minimum revalidated. Different processes due to different methods. Also effects you in IRROPS. A seat uograde doesn't need be honored on new flight. An upgrade using miles, does.

Originally Posted by jrl767
when you purchase a ticket *from an entity other than the airline* *AND* it's before day of departure, you *HAVE* to deal with the selling entity ... the operating airline *CANNOT* actually do anything with the reservation until DoD
Yes/No. The airline can takeover, but there's an external ticket reissue fee.
flyerCO is offline  
Old Mar 3, 2023, 7:39 pm
  #11  
 
Join Date: Sep 2022
Location: ATL, DSM
Programs: Delta PM, Hilton Diamond
Posts: 22
Originally Posted by SledMonkey
Ive had a number of these issues with RUCs/GUCs and I cant help but feel like its intentional at this point. It really sours the benefit and just adds one more reason for going FA after I work down my status.
Agree.
RUCs and GUCs in general are a cluster f^&k. I've tried to get one reissued for July and flat out been denied by chat and call agents. Not sure why it's such a problem. I've had others in the past say "no problem" and <5 minutes later had it all done.
cyplainsdrifter is offline  
Old Mar 3, 2023, 10:42 pm
  #12  
 
Join Date: Jan 2019
Posts: 317
I had a similar but worse experience with Chase because Chase managed to cancel my ticket and would only let me rebook it for double the price. They were the ones to cancel it! I had to spend hours with Chase to fix it. After that, I gladly paid the fee to let the airline take over the ticket afterwards.
pampa is offline  
Old Mar 3, 2023, 10:42 pm
  #13  
 
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,130
So, the hangup I see here is that (and this isn't the only time I've seen this sort of issue) DL's system is waiting until the end of the transaction to say "Computer says no" with no clear explanation. If they want to say they're not going to allow X, they really ought to just tag the confirmation number/PNR with that and block it at the start (with an error message like "Externally issued ticket; call to change, extra charge may apply") rather than waiting until the end of the process to go "Whoops!"

[This is marginally more frustrating than my circus a few days ago where the system was letting me start booking a Companion Coupon ticket and then saying, in so many words, "No space available for the return, try other dates" and kicking me to the flexible-dates interface...only to let me keep trying to book those dates (the problem occurred across two browsers, too). Spoiler alert: When I called in, there very much was space available on the return dates, but I had to bother an agent because the computer needed a few hours with a dunce cap on.]
pampa likes this.

Last edited by GrayAnderson; Mar 3, 2023 at 10:50 pm
GrayAnderson is offline  
Old Mar 3, 2023, 11:04 pm
  #14  
 
Join Date: Jan 2022
Programs: DL 3MM DM / UA 1K / AC 75K / F9 100K / Hilton Diamond / Marriott Platinum / Hertz Presidential
Posts: 33
D e l t a m a t i c
JDJuice is offline  
Old Mar 4, 2023, 5:58 am
  #15  
 
Join Date: Mar 2016
Posts: 594
What is astonishing to me is that agents know how to process a RUC/GUC, but are seemingly unaware the ticket must then be re-issued. This has happened to me 3 times in the last year, resulting in a huge waste of my time when I cannot check in.
RobertS975, demkr and Marschel like this.
pfreet is offline  

Thread Tools
Search this Thread

Contact Us - Manage Preferences - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service -

This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.