Hotel Vouchers for Elite Status during IRROPs?
Nov 19, 2018, 10:13 pm
#1
Original Poster
Join Date: Jul 2017
Programs: Delta Platinum; Hilton Diamond; Marriot Gold
Posts: 1,117
Hotel Vouchers for Elite Status during IRROPs?
Hey all, I’m new to Gold and had an interesting experience tonight at DTW.
IRROPS put us in too late tonight and I missed my connection (as did 90% of the plane). Was first in line at the Gate for a voucher- GA said they had nothing at the Westin. I asked about just paying out of pocket and submitting for reimbursement through Delta.
GA suddenly asked if I had status. When I told him I did, he pulled out his cell phone and called some number, telling them he had an “Elite 2” and gave some codes. 30 seconds later, I magically had a a Westin voucher. Anyone else have experiences like these? It seemed to be a recognized thing on the other end. Definitely happy about it!
IRROPS put us in too late tonight and I missed my connection (as did 90% of the plane). Was first in line at the Gate for a voucher- GA said they had nothing at the Westin. I asked about just paying out of pocket and submitting for reimbursement through Delta.
GA suddenly asked if I had status. When I told him I did, he pulled out his cell phone and called some number, telling them he had an “Elite 2” and gave some codes. 30 seconds later, I magically had a a Westin voucher. Anyone else have experiences like these? It seemed to be a recognized thing on the other end. Definitely happy about it!
Nov 19, 2018, 10:57 pm
#2
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
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Wow, very good. You lucked out. Even at the contracted rates DL would pay, I would guess that the Westin is much more expensive than most airport hotels at DTW.
If the original cause of the delay was mechanical (and DL didn't try to categorize it as weather or whatever if weather became an issue after the delay started, etc.), then DL should be paying for hotels and modest meals, etc., but it's likely to be closer to a Motel6 than the Westin Gateway at DTW.
If the original cause of the delay was mechanical (and DL didn't try to categorize it as weather or whatever if weather became an issue after the delay started, etc.), then DL should be paying for hotels and modest meals, etc., but it's likely to be closer to a Motel6 than the Westin Gateway at DTW.
Nov 20, 2018, 6:31 am
#3
Original Poster
Join Date: Jul 2017
Programs: Delta Platinum; Hilton Diamond; Marriot Gold
Posts: 1,117
Yeah, I was really surprised, especially since I’m only Gold.
For point of reference, i *did* call the Westin before I even made it to DTW and I was sitting in my original location asking about space availability. The Westin did say they had “voucher available space” if I needed it when I arrived. So when I asked and was told “no” initially by the GA, I was a bit surprised; hence the reason I asked about just getting a room reimbursed.
My “lucky” day, if you don’t count the 3.5 hr tarmac delay for hydraulics... 😁
For point of reference, i *did* call the Westin before I even made it to DTW and I was sitting in my original location asking about space availability. The Westin did say they had “voucher available space” if I needed it when I arrived. So when I asked and was told “no” initially by the GA, I was a bit surprised; hence the reason I asked about just getting a room reimbursed.
My “lucky” day, if you don’t count the 3.5 hr tarmac delay for hydraulics... 😁
Nov 20, 2018, 7:45 am
#6
Join Date: Jun 2006
Posts: 2,426
Wow, very good. You lucked out. Even at the contracted rates DL would pay, I would guess that the Westin is much more expensive than most airport hotels at DTW.
If the original cause of the delay was mechanical (and DL didn't try to categorize it as weather or whatever if weather became an issue after the delay started, etc.), then DL should be paying for hotels and modest meals, etc., but it's likely to be closer to a Motel6 than the Westin Gateway at DTW.
If the original cause of the delay was mechanical (and DL didn't try to categorize it as weather or whatever if weather became an issue after the delay started, etc.), then DL should be paying for hotels and modest meals, etc., but it's likely to be closer to a Motel6 than the Westin Gateway at DTW.
Nov 20, 2018, 7:55 am
#8
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
It's not just IROPs - it's Delta mechanical IROPs. The domestic contract of carriage establishes responsibility for overnight accommodations.
However, when a passenger’s travel is interrupted for more than 4 hours after the scheduled departure time as a result of flight cancellation or delay on the date of travel other than from force majeure, Delta will provide the passenger with the following additional amenities during the delay: (a) Hotels If overnight accommodations are available at Delta contracted facilities, Delta will provide the passenger with a voucher for one night’s lodging when the delay is during the period of 10:00 pm to 6:00 am. Delta will provide free public ground transportation to the hotel if the hotel does not offer such service. If accommodations are not available, Delta will provide the passenger with a voucher that may be applied to future travel on Delta equal in value to the contracted hotel rate, up to $100 USD.
Do I think higher status passengers (or those in paid premium cabins) get better hotels? I think there's a lot of postings in this forum to support that contention.
However, when a passenger’s travel is interrupted for more than 4 hours after the scheduled departure time as a result of flight cancellation or delay on the date of travel other than from force majeure, Delta will provide the passenger with the following additional amenities during the delay: (a) Hotels If overnight accommodations are available at Delta contracted facilities, Delta will provide the passenger with a voucher for one night’s lodging when the delay is during the period of 10:00 pm to 6:00 am. Delta will provide free public ground transportation to the hotel if the hotel does not offer such service. If accommodations are not available, Delta will provide the passenger with a voucher that may be applied to future travel on Delta equal in value to the contracted hotel rate, up to $100 USD.
Do I think higher status passengers (or those in paid premium cabins) get better hotels? I think there's a lot of postings in this forum to support that contention.
Nov 20, 2018, 8:25 am
#9
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
DL's practice is not different than many carrier's. Taking care of premium cabins and elites is part of the value proposition. The DL COC policy is especially stingy. If you do wind up having to pay on your own, all you are getting is $100 in funny money.
My guess is that this is not a big expense item to DL. Negotiated rates are dirt cheap and many business travelers are being reimbursed so don't even wait in line for a voucher, so simply head for a hotel.
My guess is that this is not a big expense item to DL. Negotiated rates are dirt cheap and many business travelers are being reimbursed so don't even wait in line for a voucher, so simply head for a hotel.
Nov 20, 2018, 10:35 am
#10
FlyerTalk Evangelist
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: 27,042
Yes, elites get better hotels. Recently I went to SC to get a hotel. They called their line and told them this was for high value customer. Instead of the low end, got a high end hotel.
I've also gotten vouchers when it was weather related delay. According to agent we get them regardless.
AS for reimbursement, I've never been denied full cost as long as it was a normal room I booked. Ie don't book the presidential suite and expect DL to cover it.
I've also gotten vouchers when it was weather related delay. According to agent we get them regardless.
AS for reimbursement, I've never been denied full cost as long as it was a normal room I booked. Ie don't book the presidential suite and expect DL to cover it.
Nov 20, 2018, 7:50 pm
#11
Join Date: Sep 2016
Location: HSV
Programs: Bellevue Lifetime Premiere Mega Elite Supreme
Posts: 1,509
Had a similar situation last year. I approached the frazzled-looking agent a bit sheepishly and she basically told me to pound sand, as she was at the end of a long shift and was being inundated by 200+ angry pax. I sympathized with her, but she wasn't having any of it. Once she loosened up just a bit she asked for my BP, so I showed her my phone. Once she saw I was a DM her entire demeanor changed and, suddenly, I went from persona non grata to king of the universe. She apologized for her attitude, which I accepted and continued to sympathize with. It went from "Sorry, I can't help you, you're on your own." to a nice room at the Westin DTW.
Nov 20, 2018, 9:35 pm
#12
FlyerTalk Evangelist
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: 27,042
Had a similar situation last year. I approached the frazzled-looking agent a bit sheepishly and she basically told me to pound sand, as she was at the end of a long shift and was being inundated by 200+ angry pax. I sympathized with her, but she wasn't having any of it. Once she loosened up just a bit she asked for my BP, so I showed her my phone. Once she saw I was a DM her entire demeanor changed and, suddenly, I went from persona non grata to king of the universe. She apologized for her attitude, which I accepted and continued to sympathize with. It went from "Sorry, I can't help you, you're on your own." to a nice room at the Westin DTW.
Nov 20, 2018, 11:08 pm
#13
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,404
Had a similar situation last year. I approached the frazzled-looking agent a bit sheepishly and she basically told me to pound sand, as she was at the end of a long shift and was being inundated by 200+ angry pax. I sympathized with her, but she wasn't having any of it. Once she loosened up just a bit she asked for my BP, so I showed her my phone. Once she saw I was a DM her entire demeanor changed and, suddenly, I went from persona non grata to king of the universe. She apologized for her attitude, which I accepted and continued to sympathize with. It went from "Sorry, I can't help you, you're on your own." to a nice room at the Westin DTW.
Back when physical FF cards were used more frequently, my SOP for IROPs rebookings at the airport and just about any other situation at the airport when I was trying to fix something, change something, or request a favor was always to hand over the FF card on top of the relevant boarding pass or other documentation. It served as a subtle reminder of my top tier status which was harder to ignore than just the line on the boarding pass and avoided having to say with emphasis what my status was.
Nov 21, 2018, 6:29 am
#14
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
It is no surprise that a bit of honey goes a long way. Even if the situation is 100% caused by the carrier and was 100% avoidable, getting into an argument with a front line agent is juvenile. Even comments such as "you'd think DL would know how to fix a flat tire on a plane" don't change the situation. But, starting the conversation with that assures you a middle seat next to the lav on the worst available routing.
Sometimes the situation can't be fixed and the best isn't good enough. But, those situations are far more rare than what someone who is motivated to help can find if the motivation isn't taken away.
People are their own worst enemies.
Sometimes the situation can't be fixed and the best isn't good enough. But, those situations are far more rare than what someone who is motivated to help can find if the motivation isn't taken away.
People are their own worst enemies.
Nov 21, 2018, 7:18 am
#15
Join Date: Jun 2015
Location: Seattle
Programs: DL DM; Hyatt Globalist; etc
Posts: 540
That is nice!
Last year I was doing a particularly awful trip of JFK-BNA-JFK that morphed into JFK-DTW-BNA-DTW-JFK, wherein I misconnected due to IRROPS both directions times.
The first time was clear wx, but I was given a hotel voucher (not to the Westin!) as an exception, which was great. I credit that to being nice and cheery to the people working the airport, who were getting screamed at by other people as I was chatting with them.
On the way back it was just due to a late inbound aircraft to BNA. Expecting to miss my connection (I did), and that there wouldn't be anything else available, I went ahead and booked a cash + points rate at the Westin in DTW (I believe it was $250 + 5k SPG points?) and went right there.
The next day I wrote DL and asked for at least the cash portion of it back, if not cash + SM to make upper the SPG points. Two weeks later a check written out to me from Delta for $250 cash and 15k SM were deposited in my account. Not bad.
Last year I was doing a particularly awful trip of JFK-BNA-JFK that morphed into JFK-DTW-BNA-DTW-JFK, wherein I misconnected due to IRROPS both directions times.
The first time was clear wx, but I was given a hotel voucher (not to the Westin!) as an exception, which was great. I credit that to being nice and cheery to the people working the airport, who were getting screamed at by other people as I was chatting with them.
On the way back it was just due to a late inbound aircraft to BNA. Expecting to miss my connection (I did), and that there wouldn't be anything else available, I went ahead and booked a cash + points rate at the Westin in DTW (I believe it was $250 + 5k SPG points?) and went right there.
The next day I wrote DL and asked for at least the cash portion of it back, if not cash + SM to make upper the SPG points. Two weeks later a check written out to me from Delta for $250 cash and 15k SM were deposited in my account. Not bad.