Bravada04

First and foremost, I would like to thank the Lurkers for their investigation into my concern.
I understand that this is not their problem as Delta administers this but I am extremely disappointed in the response from Delta not only to the Lurkers but to myself as well.

This what I am told:


[/B]

From my point of view either something has changed; maybe an IT glitch at times or I have no idea. As I mentioned before, I have flown with my wife already since inception of this program and have had no issues.

In essence what they are saying above changes the T&C's of the program. The T&C's clearly state that up to 3 additional passengers can have their baggage fees waived and up to 8 additional passengers can receive priority boarding but they must be part of the same reservation The upgrades are simply attached to my individual skymiles account and again as mentioned before I have had no problem over the last 2 years.

Based on their response and my personal communication, my feeling is they simply do not want to take the time to look into this. This is very frustrating because to me it seems like a simple explanation for them to understand but I can say when talking to them on the phone........I can literally say none of them had an understanding of the program and/or even knew what I was talking about. One gentleman kept telling me that my Delta American Express will provide me these benefits? I kept telling him I don't own a Delta Amex card - what are you talking about?

Anyway - I moved over to Delta for these benefits - now they are saying pick one but not both? This is the first time I had to deal with Delta customer service and am extremely disappointed by the lack of education or willing to escalate to someone else. As for Starwood, this should not be allowed to happen as the benefits are clearly not being administered properly.
Done with Delta.

bgriff

I'm not really sure what to tell you but all of this is pretty consistent with how Delta treats upgrades for their entire elite program. Medallion members are entitled to companion upgrades based on the priority of the lower of the two passegners, and if their companion has no status, they are upgraded at a "companion" priority that is below all medallions (it is not clear where that priority stands relative to SPG Crossover upgrades).

Since SPG Platinums are not entitled to companion upgrades, the lower of the two of your priorities is "no upgrade" and so you don't get upgraded.

If you don't have status with any other airline, it still seems like getting free checked bags and other benefits through Crossover Rewards is superior to having nothing -- and since, at the SPG Platinum upgrade priority, you would be getting upgrades very, very rarely, if at all -- it seems like abandoning Delta may be a bit of overkill. That said, you may decide it is not worth it to you to fly Delta if another airline is cheaper, but occasionally taking advantage of the checked bag benefit through Crossover Rewards is worth something.

I do sympathize with your frustrations with Delta's call center -- unfortunately even the "premium" call center I reach as a Diamond Medallion is often no better than "acceptable" (though there are some great agents out there), and since Delta tweaks their frequent flyer rules constantly, even the best Diamond line agents often have outdated or inaccurate information about programs like this. Since you are calling the no-status call center, I can't imagine how bad they are.

Bravada04

My sincere apologies to the Lurkers as I should not have posted the response that I received. I did not realize it was against policy. Again, I do apologize and did not mean to cross that line at all.

You are totally right this is not the end of the world ......... at all. I guess I just become frustrated with the whole process. I'm not sure if I have been clear but I totally understand that any companions flying with me would not be entitled to any upgrades whatsoever. The weird thing is I have been using Delta since the CROSSOVER program began and as I mentioned have booked reservations with my wife already - to me it was simple and worked perfectly......the reservation was made and then on the reservation in my account it always reference the CROSSOVER REWARDS to my name / skymiles # - We had no problems - we got the free checked baggage; priority boarding and my name was automatically on the upgrade list.
I actually have received upgrades and it is probably because of the legs I fly?? Just assuming.....Nonetheless, no issues and everything worked perfectly.
I am just having a hard time understanding what is being said now? In essence if I am interested in trying to get lucky with the upgrades my wife has to be on a separate reservation ( this is what I am understanding anyway ). In saying that then how on earth would the other benefits come into play for her? I'll stop beating this to death but just makes absolutely no sense all of a sudden.

Again, I want to apologize to the Lurkers for posting the response from Delta. My sincere apologies.

twoner32

So for over a year now, my DL Miles and SPG Points haven't been posting to either account. I've called DL And SPG and gotten NO WHERE...everyone tells me they can't do anything and to talk to the other...

Does anyone have any ideas on how to get this resolved?

Thanks

mahasamatman

Just to confirm - you did book directly through Delta and not an OTA, right?

twoner32

Directly w DL

Starwood Lurker III

Hi twoner32,

My apologies for the inconveniences to you.

We would like to help look into this if you can provide your account details to us via private mail or by email below.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

twoner32

Hello. I will reach out to you. Thank you very much.

Pretzelsandpeanuts

I don't normally stay at Starwood properties, better or worse have thrown my lot in with Marriott, but stayed at the Liberty hotel in Boston which is a Starwood property. I requested a late checkout today as my flight wasn't until later in the day citing the crossover benefits as I am diamond on Delta. The front desk clerk had absolutely no idea what I was talking about. Said she never heard of such a thing. What is the use of a benefit if the person working at the company offering the benefit has no clue the benefit exists?

Starwood Lurker III

Hi Pretzelsandpeanuts,

If you could provide your reservation details to us via email, we will pass along this to SPG Hotel Coordinators so that they can follow up with the hotel.

[email protected]

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

dc2005b

I have had the incorrect amount of miles posted in my SPG account and am having hard time figuring out how to fix this.

The Delta website says:
This seems quite clear that I should contact Delta for claiming missing Starpoints but when I do, they say I need to contact SPG first. I have tried 3 times now and they say the same thing. Normally this program has worked fine for me but something with this flight has caused an issue.

Has anyone had experience with correcting something like this or advice?

Thanks

Starwood Lurker

My apologies for the inconvenience. If you can send me the details regarding the flight in question to the email address below, I'll be glad to see if we can intervene.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

yvr76

Did a search in the thread, couldn't find anything concrete.

I signed up for SkyMiles and entered my SPG (Plat) number during registration. In my profile I see my SPG number and paperclip icon. Is there anyway to confirm that Platinum perks are active, or do I just wait the 48 hours and assume it's in place?

I had a flight booked on Delta next week and want to know when to attach my new SkyMiles number.

steveman518

Has anyone else had points from flights around mid-june post, or are we all still waiting for the next sweep?

thwnd08

Has anyone experienced situations where the SPG Crossover Rewards are not showing up for individual flights on Delta.com?

I am SPG Plat and so far have had good luck with upgrades (flying mostly RJ flights on fairly quiet routes) since obtaining Plat in August 2014. For each flight, pre-flight on Delta.com would show "Crossover Rewards Upgrade Requested" (or something to the effect) on the flight info/status page prior to checking in for the flight (i.e. T-1 and earlier). Once checked in, I would automatically be put on the upgrade list. Recently booked a flight directly with DL and this message does not show up when I look at the status/info page within my DL profile. Spoke with Delta and was told that it should automatically put me on the upgrade list upon checking in, but not 100% confident.

Curious to see if anyone else has experienced this recently, and, if so what success they've had in still getting the associated benefits (fee waiver, upgrade, etc.) once they fly? FWIW I've been upgraded as recently as May so it seems to be a new glitch?