GUC randomly being pulled?
Nov 12, 2023, 4:45 pm
#1
Original Poster
Join Date: Jun 2009
Location: SAN
Programs: DL DM / 2MM - Marriott Ambassador
Posts: 1,526
GUC randomly being pulled?
I saw today that one of my newly chosen GUCs was CLOSED in my account. I have not used it. Just selected it back a few weeks ago. I called the Diamond line and they were like "oh, yeah, we will just go ahead and open that back up for you". What? How could this happen? Delta gave no explanation.
Nov 12, 2023, 6:26 pm
#3
Join Date: Apr 2015
Location: RDU
Programs: DL DM
Posts: 179
Similar thing happened to me. My recent RDU-ATL-HND round trip pulled 3 GUCs. Called the DM line today and they found that the return flight pulled 2 GUCs, apparently by mistake. They said they would re-open one GUC for me. Still waiting to see if it will re-open.
Nov 12, 2023, 6:54 pm
#4
Join Date: Feb 2013
Programs: Delta DM MM, HH Diamond, Marriott Bonvoy Ambassador Elite, TSA Pre-Check
Posts: 346
Every time I have had this issue they do in fact reopen them but they will remain showing "Closed" on Delta.com which means to use them you will need to call in and have them attached to your reservation.
Jan 3, 2024, 6:02 pm
#5
Original Poster
Join Date: Jun 2009
Location: SAN
Programs: DL DM / 2MM - Marriott Ambassador
Posts: 1,526
Yeah so Delta looked into this, admitted it was a mistake and opened the GUC back up. However, I randomly went back in today and its closed again. I have now talked to 4 people over the last 45 min on the phone and they won't budge. They say I used it for a flight which I did not. I keep telling them "don't you have notes or a record of the last phone call" to which they say no. Now they actually hung up on me. Fun!
Jan 3, 2024, 6:05 pm
#6
Join Date: Jul 2003
Location: Atlanta
Posts: 5,204
Yeah so Delta looked into this, admitted it was a mistake and opened the GUC back up. However, I randomly went back in today and its closed again. I have now talked to 4 people over the last 45 min on the phone and they won't budge. They say I used it for a flight which I did not. I keep telling them "don't you have notes or a record of the last phone call" to which they say no. Now they actually hung up on me. Fun!
Jan 3, 2024, 6:06 pm
#7
Original Poster
Join Date: Jun 2009
Location: SAN
Programs: DL DM / 2MM - Marriott Ambassador
Posts: 1,526
Jan 3, 2024, 6:07 pm
#8
Join Date: Jul 2003
Location: Atlanta
Posts: 5,204
I wasn’t joking. If it were me I would be absolutely livid. You tried DL customer no service and got nowhere. So you need to either escalate or walk away.
Last edited by sydneyracquelle; Jan 3, 2024 at 6:15 pm
Jan 3, 2024, 6:08 pm
#9
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,227
They absolutely should have information on their side about what ticket the GUC was attached to. Unfortunately sounds like you need to keep wasting your time hunting this down. I'd suggest asking for global ticketing. Or you could try sending an email and just be simply to the point - your guc number xxxx was incorrectly closed since you did not use it and see what happens.
Jan 3, 2024, 11:26 pm
#10
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,861
As with any major corporation, escalate, escalate, escalate. Go up the chain to all senior management you can find. Get an attorney to write a letter if necessary. The frontline people you speak to are largely clueless, or at least powerless. And this is being said by someone whose spouse works as a supervisor in a customer service department (not DL, not airline). Ask DL for a detailed accounting of where the GUC was supposedly used. It’s there.
Jan 4, 2024, 6:35 am
#11
Join Date: Apr 2015
Location: RDU
Programs: DL DM
Posts: 179
Yeah so Delta looked into this, admitted it was a mistake and opened the GUC back up. However, I randomly went back in today and its closed again. I have now talked to 4 people over the last 45 min on the phone and they won't budge. They say I used it for a flight which I did not. I keep telling them "don't you have notes or a record of the last phone call" to which they say no. Now they actually hung up on me. Fun!