Poor Handling of Cancelled Flight
Feb 23, 2007, 7:17 pm
#1
Original Poster
Join Date: Jun 2004
Programs: No More Loyalty
Posts: 608
Poor Handling of Cancelled Flight
Got a message from DL that my cross-country flight tomorrow AM was cancelled and that I was put on the next flight. The notice was nice, the rest, not so nice.
Web site wouldn't let me do anything with my supposed new flight. Guy in India told me he couldn't give me one of the few remaining window seats (there were no aisle seats left, which I booked early on to avoid the dreaded middle on this long flight) b/c I was actually on standby. Didn't believe him so got hold of a domestic agent. She said I was not on standby but was actually booked on the later flight, and further that I was assigned a seat but it wouldn't be disclosed to me until I got to the airport. When I questioned the new "secret seat" regimen, she acknowledged that I didn't really have a seat.
No one would divulge the reason for the cancellation. Pretty obvious it was fully discretional on DL's part.
Web site wouldn't let me do anything with my supposed new flight. Guy in India told me he couldn't give me one of the few remaining window seats (there were no aisle seats left, which I booked early on to avoid the dreaded middle on this long flight) b/c I was actually on standby. Didn't believe him so got hold of a domestic agent. She said I was not on standby but was actually booked on the later flight, and further that I was assigned a seat but it wouldn't be disclosed to me until I got to the airport. When I questioned the new "secret seat" regimen, she acknowledged that I didn't really have a seat.
No one would divulge the reason for the cancellation. Pretty obvious it was fully discretional on DL's part.
Feb 23, 2007, 7:37 pm
#2
Join Date: Aug 2001
Location: Wayne, PA USA
Programs: DL MM, Marriott Bonvoy Lifetime Titanium, HHonors Gold
Posts: 7,242
I wouldn't waste time obsessing over the reason for the original flight cancellation. What would bother me is the seat assignment secrecy. After she told you that you didn't have a seat assignment, was she able to offer you a seat assignment? If not, did you ask her why she couldn't do a seat assignment?
Feb 23, 2007, 8:24 pm
#3
FlyerTalk Evangelist
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
If it's cancelled on a day's notice, a flight today likely was also cancelled or changed such that the plane will not be in position for your flight tomorrow.
Second possibility is that a plane went mechanical or was delayed on another route (perhaps served by fewer flights/day), and it made economic sense to DL to pull a plane (and cancel a flight) from your route.
Whatever, the reservations desk is unlikely to be aware of the details. I think it's great that you were notified (beats finding out at the airport, which also limits your options somewhat). I'd email DL & complain about the seat-assignment run around.
Second possibility is that a plane went mechanical or was delayed on another route (perhaps served by fewer flights/day), and it made economic sense to DL to pull a plane (and cancel a flight) from your route.
Whatever, the reservations desk is unlikely to be aware of the details. I think it's great that you were notified (beats finding out at the airport, which also limits your options somewhat). I'd email DL & complain about the seat-assignment run around.
Feb 23, 2007, 8:30 pm
#4
Join Date: Apr 2005
Location: PHX
Posts: 3,796
Most likely all the pre-assignable seats were gone. A certain number are always held for airport assignment.
Feb 23, 2007, 8:31 pm
#5
Moderator: Coupon Connection & S.P.A.M
Join Date: May 2000
Location: Louisville, KY
Programs: Destination Unknown, TSA Disparager Diamond (LTDD)
Posts: 57,952
How can the reservations desk be unaware of the reason for the cancellation? It's right there in the flight information.
I would not accept standby, if I were you. Furthermore, if you don't like leaving later, see if there is another way to get to your destination that is more appealing to you and ask for that routing instead.
I would not accept standby, if I were you. Furthermore, if you don't like leaving later, see if there is another way to get to your destination that is more appealing to you and ask for that routing instead.
Feb 23, 2007, 8:39 pm
#6
FlyerTalk Evangelist
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
Feb 23, 2007, 9:37 pm
#7
Join Date: Oct 2006
Location: Sunny Florida
Programs: SPG Platinum
Posts: 759
Here's the deal. There is a software program that is run when a flight is cancelled called Auto Restore. It makes all the necessary changes to the reservation to relect all the new information. It also will add unseated passengers to the top of the standby list with a code (HK) that shows the passenger is confirmed without a seat assignment. HK stands for holds confirmed. This is normally only done after you've arrived at the airport.
Once you are added to the HK list there is an indicator next to the segment in your reservation STBY. This is probably where the agent got it that you were on stand by. You are only standing by for a seat assignment not the flight.
AGENTS HATE THIS PROGRAM. Although some of the things the program does are very helpful there are a couple of pieces to it that are not working well and create way too much extra work for the airport agents.
As you can tell it inhibits you from being able to assign a seat should one become available. Agents can't assign one either. It also inhibits you from being able to check in at the airport without having to see an agent. We've had gate agents clear passengers into seats when the people never even showed up at the airport. It has caused us delays looking for the passengers that were no place to be found. This program will also check people in for a flight which causes a whole list of other difficulties. Once this program is run it allows an agent to check you and your bags in 24 hours in advance rather than our standard six hours. We've had people auto restored to the same itinerary for the next day. The passengers and bags get checked in and sent to the gate. It's not until they actually attemt to board the flight that its noticed they've been rebooked for the next day. Usually we can't get their bags back because they aircraft has been loaded. These are not isolated incidents either. They happen over and over.
There is always griping about the hassles this program causes on our internal message board...sigh
I hope you'll let the Delta HQ's know how you feel about this program!!!
Once you are added to the HK list there is an indicator next to the segment in your reservation STBY. This is probably where the agent got it that you were on stand by. You are only standing by for a seat assignment not the flight.
AGENTS HATE THIS PROGRAM. Although some of the things the program does are very helpful there are a couple of pieces to it that are not working well and create way too much extra work for the airport agents.
As you can tell it inhibits you from being able to assign a seat should one become available. Agents can't assign one either. It also inhibits you from being able to check in at the airport without having to see an agent. We've had gate agents clear passengers into seats when the people never even showed up at the airport. It has caused us delays looking for the passengers that were no place to be found. This program will also check people in for a flight which causes a whole list of other difficulties. Once this program is run it allows an agent to check you and your bags in 24 hours in advance rather than our standard six hours. We've had people auto restored to the same itinerary for the next day. The passengers and bags get checked in and sent to the gate. It's not until they actually attemt to board the flight that its noticed they've been rebooked for the next day. Usually we can't get their bags back because they aircraft has been loaded. These are not isolated incidents either. They happen over and over.
There is always griping about the hassles this program causes on our internal message board...sigh
I hope you'll let the Delta HQ's know how you feel about this program!!!
Feb 23, 2007, 9:59 pm
#8
Join Date: Apr 2003
Location: Orlando
Programs: DL 4MM/PM, UA 1MM/Gold, AA Paper
Posts: 1,386
Here's the deal. There is a software program that is run when a flight is cancelled called Auto Restore. It makes all the necessary changes to the reservation to relect all the new information. It also will add unseated passengers to the top of the standby list with a code (HK) that shows the passenger is confirmed without a seat assignment. HK stands for holds confirmed. This is normally only done after you've arrived at the airport.
Once you are added to the HK list there is an indicator next to the segment in your reservation STBY. This is probably where the agent got it that you were on stand by. You are only standing by for a seat assignment not the flight.
AGENTS HATE THIS PROGRAM. Although some of the things the program does are very helpful there are a couple of pieces to it that are not working well and create way too much extra work for the airport agents.
As you can tell it inhibits you from being able to assign a seat should one become available. Agents can't assign one either. It also inhibits you from being able to check in at the airport without having to see an agent. We've had gate agents clear passengers into seats when the people never even showed up at the airport. It has caused us delays looking for the passengers that were no place to be found. This program will also check people in for a flight which causes a whole list of other difficulties. Once this program is run it allows an agent to check you and your bags in 24 hours in advance rather than our standard six hours. We've had people auto restored to the same itinerary for the next day. The passengers and bags get checked in and sent to the gate. It's not until they actually attemt to board the flight that its noticed they've been rebooked for the next day. Usually we can't get their bags back because they aircraft has been loaded. These are not isolated incidents either. They happen over and over.
There is always griping about the hassles this program causes on our internal message board...sigh
I hope you'll let the Delta HQ's know how you feel about this program!!!
Once you are added to the HK list there is an indicator next to the segment in your reservation STBY. This is probably where the agent got it that you were on stand by. You are only standing by for a seat assignment not the flight.
AGENTS HATE THIS PROGRAM. Although some of the things the program does are very helpful there are a couple of pieces to it that are not working well and create way too much extra work for the airport agents.
As you can tell it inhibits you from being able to assign a seat should one become available. Agents can't assign one either. It also inhibits you from being able to check in at the airport without having to see an agent. We've had gate agents clear passengers into seats when the people never even showed up at the airport. It has caused us delays looking for the passengers that were no place to be found. This program will also check people in for a flight which causes a whole list of other difficulties. Once this program is run it allows an agent to check you and your bags in 24 hours in advance rather than our standard six hours. We've had people auto restored to the same itinerary for the next day. The passengers and bags get checked in and sent to the gate. It's not until they actually attemt to board the flight that its noticed they've been rebooked for the next day. Usually we can't get their bags back because they aircraft has been loaded. These are not isolated incidents either. They happen over and over.
There is always griping about the hassles this program causes on our internal message board...sigh
I hope you'll let the Delta HQ's know how you feel about this program!!!
Feb 24, 2007, 9:42 am
#9
Join Date: Apr 2003
Location: Right here
Posts: 2,940
Here's the deal. There is a software program that is run when a flight is cancelled called Auto Restore...
AGENTS HATE THIS PROGRAM. Although some of the things the program does are very helpful there are a couple of pieces to it that are not working well and create way too much extra work for the airport agents.
AGENTS HATE THIS PROGRAM. Although some of the things the program does are very helpful there are a couple of pieces to it that are not working well and create way too much extra work for the airport agents.
Feb 24, 2007, 10:41 am
#10
Join Date: Oct 2006
Location: Sunny Florida
Programs: SPG Platinum
Posts: 759
Last year, I had my initial outbound flight canceled, and was rebooked on a different routing. Lots of extra typing when I checked in for the outbound, but my favorite was checking in for the return flight. After pulling up my record, the agent said to me "How would you like to pay for this ticket, Mr. clarence5ybr?". I said I'd already paid for it, did she perhaps think I hadn't because I'd had IRROPS on my outbound flight and had been rebooked? With that explanation, she typed for quite a while, and I was fine (no need to pay for my ticket a second time!).
