problem changing ticket (fareclass)
 

I had to change a reservation this morning to return 1 day early. On delta.com, i was able to find the same flight only a day earlier and the change cost was only 4.99 cents after the fare difference. To top it off, 2 of the segments were listed as Y class now instead of T. I was stoked. I attempted to make the purchase but the website kept saying that it could not process the transaction at the time and to call. So i called, and after an hour of waiting and 3 different Indian agents, the gentleman told me he fixed it, and was all set for 4.99. I explicitly told them that the fare class was Y. However, after hanging up and checking my itin. again, i am booked through on T. I am trying to call Delta back ( been on hold again for near 30 minutes) do you think there is anything i can do?

No, because there was obviously something wrong with the Y class to start with and it should have never been that way for $5.

Yes. Try to find a real American agent to speak to. I'm sure he/she will be able to fix it. :rolleyes:

If I get someone in India I immediately ask to be transfered to someone in the US. I do that on call to ANY customer service.

And you started out doing so well ... :(

I really hope that Delta is keeping track of how freaking awful the India customer service is. My co-worker who is now traveling with me almost 75% of the time (not a medallion level yet) and he wanted to book a M,B,Y class so he could book a mileage upgrade. He called the first time and got India and the guy there said that there now flights out of LAS that day that had any of those fares.

I called up SMS and within 3 min the US agent had found 3 flights that he would be able to get that upgrade on.

He would have ended up getting a super cheap fare rather than the M fare thus loosing money for Delta.

I'll get this in before the post is (unfairly) locked. Press or say the option for International Res. I'm not sure if your problem is even fixible... haven't heard of anything like that before. At least that will get you an agent who can try to help you, as opposed to reading off a cue card that says "NO"

Mods, please change the title of this thread to "Weekly India-Bashing Thread."

I don't see why it should be locked. It is the truth that you get incorrect information from the agents in India. I don't know if they get delayed information or just don't want to or don't know how to search for this type of information. I can only guess that they are loosing major $$$ for Delta.

I don't think it should be locked at all. It's entertaining to see the same rants repeated over and over again. No doubt they serve a cathartic function for you, but here's a revolutionary idea: Why don't you complain to the airline instead of whining here? Or better still, vote with your wallet if this is such a huge issue for you?

Ok, i took the advice of this forum and chose international reservations. I didnt luck out though. The delta agent told me that unless i was previously booked in Y, they couldnt change me up to Y even if it was a mistake on the previous agents part because she couldnt see what i was trying to explain. She gave me 2 options, she would put up in Y for like 600.00 or she could cancel my entire Itin free of charge and refund the original change fee so that i could start over and book into Y myself. Problem is, that was much more expensive then the change into Y. Yes talking to agents from India is tough, and i consider myself to be very polite and patient with them but as posted above, i wish i was talking to someone in Atl. Beyond that, the wait times are long either way you call.

What made you think you would?

I guess there are some things that even a real American agent can't fix. ;)

Please tell me what's wrong with this? :confused: He just kicked up a notch in my book. Anyone who puts up with that crappy service goes down a notch.

Why? That's a pretty immature attitude. It is what it is. Also, AFAIK, Medallions don't get the Indian call centers. DL has obviously decided that it does not want to spend money on customer service for non-Medallions (i.e., infrequent flyers). It does no one any good to moan about it here on a weekly basis. And then just about every such thread wanders off from the customer service issue and starts talking about the agents' accents, or names, or command of English. Frankly I think such criticisms are laughable when many of the critics themselves have only a passing acquaintance with proper English usage.

I don't see how the smiley faces are even appropriate to this discussion. As the post originator, i didn't intend this post to turn into a customer service discussion about East Indians. The only reason it has is because you have helped it along vasantn. No offense but true. And yes, i thought talking to someone in Atlanta would help. My dad worked for delta for 28 years and many of his friends and my friends of which i find many to be very helpful to this day. The fare i was shown online was a Y and i requested it to the original agent (who just by chance happened to be from India) and i did not receive the fare i requested. Why wouldn't i call back and expect as a loyal paying Delta customer for it to be fixed?

You paid for T and you got T. I don't know why you feel entitled to benefit from a mistake. Post #2 by indufan accurately answered your question.

Oh, it will be locked.

As far as the agents go, I don't blame them. It's Delta's fault the agents are poorly trained. It really needs to do something about this situation. It is rare, but occassionally I do end up speaking with overseas agents. It is generally not the experience I have come to expect from Delta. I'm not bashing India, Indians or those of Indian descent, but IMO those call centers terrible.

Vasantn, get over it. If the call centers were in Canada and provided the same level of service the Indian call centers do, everyone would be just as displeased as they are now. It has nothing to do with India, per se.

I don't deal with them much anymore since I get to use the SMS. However I do know that people (such as a my co-workers) do still deal with the primary customer service people and the service is way below par. If they knew what they were doing and could do a good job I would be all for them. But the truth is they don't know what they are doing for the most part.

I have encouraged each of co-workers to send a message to Delta when they have a bad experience. Most have and never rec'd anything back. The reason I bring it up here is because DL does read this board and if you don't enjoy this thread or get anything out of it please just ignore it.

Sorry to hijack your topic Scoobie! - Calling international was a good idea - let us know how it works out. This will be my last post in this thread.

To wit:




Actually, there is a call center in YUL which I find to be quite good.


As a side note, at least DL answers the phones for non-Medallion callers. I have recently had reason to phone NW a few times. If you aren't NW elite, you actually sometimes go to a recording that says something to the effect of "we are too busy to take your call now. Try the website or call us back later." Seriously. (I think you can avoid it by punching keys that indicate you want to actually purchase a ticket, rather than something like seat assignments or the like."