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Originally Posted by fti
(Post 12093044)
It is people like this who give me a glimmer of hope for DL. There have been so many cuts of so many benefits to both DL and NW fliers that is has been very discouraging. I have decided to wait until the end of the year to decide whether to continue with DL/NW or jump ship. Seeing that someone will actually take the initiative and the responsibility and not give canned answers, like is so true when using TTU or DL's equivalent, is extremely encouraging.
John |
DeltaWebGuy has been in touch about this matter; no resolution so far.
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Originally Posted by bstreeter
(Post 12106154)
DeltaWebGuy has been in touch about this matter; no resolution so far.
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Delta does the right thing!!
DeltaWebGuy has informed me that Delta will issue a credit to the cc used to buy the walk-up fare for the difference between the walk-up fare and the advanced purchase fare that I originally attempted to buy. He says a few days are needed to process the refund and for it to appear on my cc statement. I am patiently waiting to see what happens. I have nothing but the highest praise for the DeltaWebGuy has stepped up to deal with this. Maybe we wil see a change of culture at Delta where customer service gets the attention that it deserves. I will post a note here when the refund processes. Thanks again to DeltaWebGuy!
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Originally Posted by bstreeter
(Post 12116712)
DeltaWebGuy has informed me that Delta will issue a credit to the cc used to buy the walk-up fare for the difference between the walk-up fare and the advanced purchase fare that I originally attempted to buy. He says a few days are needed to process the refund and for it to appear on my cc statement. I am patiently waiting to see what happens. I have nothing but the highest praise for the DeltaWebGuy has stepped up to deal with this. Maybe we wil see a change of culture at Delta where customer service gets the attention that it deserves. I will post a note here when the refund processes. Thanks again to DeltaWebGuy!
Gratis to DLWebGuy, but the fact that this is the only way you've been able to get your problem fixed indicates the exact opposite of customer service getting the attention it deserves. This should have been resolved with a simple phone call that went "I booked this ticket. You failed to ticket it, then charged me an atrocious fare to rectify your error. Please refund the difference." "We're sorry for the inconvenience, and a refund will post to your card shortly." THAT would be good customer service. (Not as good as just issuing the ticket in the first place, or fixing the problem at the airport, but still better than this.) |
I agree but we are not in a perfect world. I was refused a refund on the phone (long story) and when I finally sent a message to Delta through their website, they relented and issued a refund.
I think people need a multi-prong approach. Being persistent is key, especially when you believe you are in the right. |
I also agree. "Hang up and call back" or "Hang up and use website" are valid - you can't expect every single CSR to do the right thing all the time in any organization. But "Hang up, post to 3rd party website, hope someone reads it" is a bit much.
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Originally Posted by raehl311
(Post 12121335)
I also agree. "Hang up and call back" or "Hang up and use website" are valid - you can't expect every single CSR to do the right thing all the time in any organization. But "Hang up, post to 3rd party website, hope someone reads it" is a bit much.
They now have three people actively engaged in FT (2 primarily in the DL forum, 1 in both). DL/NW has a long ways to go to resolve their quality & customer service issues, but if the trend continues there might be some hope. |
Originally Posted by MikeMpls
(Post 12122240)
This is pretty significant progress since the beginning of the year when Delta had no meaningful presence in either forum and a small number of FT's snottier/snobbier elitists were deriding us for expecting them to show any interest in FT.
They now have three people actively engaged in FT (2 primarily in the DL forum, 1 in both). DL/NW has a long ways to go to resolve their quality & customer service issues, but if the trend continues there might be some hope. |
Originally Posted by mnredfox
(Post 12122819)
I haven't switched to the DL forum yet, who are the DL ones?
DeltaWebDev (Drew), delta.com technical lead, see DL-forum thread 2009 : Delta.com Bug Reporting Kevin_SkyMiles Promotions (Kevin), SkyMile Promotions, see DL-forum thread SkyMiles Promotions: Questions and Discrepancies or email [email protected] |
Originally Posted by bstreeter
(Post 12086384)
Sorry to keep harping on this, but I am sitting in the Syclub at ATL - the first chance I've had to really communicate about this situation.
If I never had a ticket (and apparently never paid for one) why did Delta send me a OLCI reminder: Dear Benjamin Streeter Iii, Ready for your upcoming flight? Save time and check-in online now whether you are traveling with or without baggage. And don't worry about reconfirming your flights - you're all set! Delta confirmation # PAWVW6 Saturday, July 18 Flight: Delta 2725 operated by Northwest Airlines using their equipment Departs: 8:33 am from Washington - Reagan National, Washington DC Arrives: 10:14 am at Minneapolis - St Paul, Minnesota Seats: 5A Flight: Delta 2382 operated by Northwest Airlines using their equipment Departs: 11:20 am from Minneapolis - St Paul, Minnesota Arrives: 12:32 pm at Phoenix, Arizona Seats: 21E Saturday, July 25 Flight: Northwest Airlines 122 Departs: 1:05 pm from Phoenix, Arizona Arrives: 6:09 pm at Minneapolis - St Paul, Minnesota Flight: Northwest Airlines 1169 Departs: 6:40 pm from Minneapolis - St Paul, Minnesota Arrives: 10:04 pm at Washington - Reagan National, Washington DC Check out the weather in Phoenix, Arizona Remember to visit delta.com for all your travel needs - near and far. Thank you for choosing Delta. We look forward to seeing you onboard tomorrow. This e-mail message and its contents are copyrighted and are proprietary products of Delta Air Lines, Inc. Any unauthorized use, reproduction, or transfer of this message or its contents, in any medium, is strictly prohibited. This is a post only e-mail - please do not respond to this message. delta.com|Itineraries|Profile|Online Check-In|Unsubscribe|Privacy Policy © 2009 Delta Air Lines, Inc. He had to dig VERY deep to find the ticket, it appears that when you have a ticket that starts on one airline and then finishes on another the system thinks you blew off the first flights and cancels the ticket the sames as if you are a no show on your first segment. Because of all this I wasnt on the upgrade list ahead of time either and ended up back in 38B! The great irony of my adventure that day, was that I ended up on the same flight as Jeff Robertson and Bob Soukup (Bob was my seat mate). So I had some immediate feedback to DL/NW on the day *grin* I can say that my more recent trips have been more stable and I have been able to do OLCI on the hybrids again (still having some problems getting on the upgrade list right). |
Originally Posted by Lehava
(Post 12125157)
Glad to see DL is making ths right, but for those thinking this is the OP's fault, I thought I would chime in. I had a similar problem a month or so ago. It is/was happening on "hybrid" tickets. In my case a multi-city ticket booked via NWA. My first two cities were on NW metal and I did fine. When I went to fly the final segment (ATL-MSP) and went to check in the ticket supposedly did not exist. It took me nearly an hour of persistence to get the TA at Atlanta (I went to the small remaining NWA ticket counter instead of the DL ones merely because of who I booked through) to find the ticket. He kept telling me it didn't exist and I kept pointing out I had already flow parts of it.
He had to dig VERY deep to find the ticket, it appears that when you have a ticket that starts on one airline and then finishes on another the system thinks you blew off the first flights and cancels the ticket the sames as if you are a no show on your first segment. Because of all this I wasnt on the upgrade list ahead of time either and ended up back in 38B! The great irony of my adventure that day, was that I ended up on the same flight as Jeff Robertson and Bob Soukup (Bob was my seat mate). So I had some immediate feedback to DL/NW on the day *grin* I can say that my more recent trips have been more stable and I have been able to do OLCI on the hybrids again (still having some problems getting on the upgrade list right). |
Originally Posted by ADLFO
(Post 12125813)
I can confirm as something similar happened to me in May. Original flights, all on NW metal. Originating NW flight goes mechanical, so I get rebooked on DL metal two days later. Saw the DL flights on my itineraries on DL.com so I thought all was well. Spent two hours the night before the DL replacement flights on the phone with both DL and NW who said the rebook was never ticketed. It took them forever, and I got bounced three times, but a Seattle NW agent on the phone with someone else finally got it ticketed. I'm just glad I tried to OLCI the night before, as it would not allow me to check in and this alerted me to there being a problem. So, make sure you are TICKETED, as your itin showing online means little or nothing.
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As of August 5, 2009 no refund has appeared on my cc. Still waiting and trying to be patient. I also noticed once the cc bill arrived that the ever-efficient Delta Ticket counter agent charged me $35 for one checked bag without telling me, even though he issued me f/c boarding passes b/c the walk-up fare was immediately upgradable. I don't have the energy to go ballistic over this until the bigger problem has been resolved, but I am certainly not yet done with this mess.
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Originally Posted by bstreeter
(Post 12179860)
I also noticed once the cc bill arrived that the ever-efficient Delta Ticket counter agent charged me $35 for one checked bag without telling me, even though he issued me f/c boarding passes b/c the walk-up fare was immediately upgradable. I don't have the energy to go ballistic over this until the bigger problem has been resolved, but I am certainly not yet done with this mess.
Not good. |
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