kthomas

I called in at about 7pm tonight from the phone of a friend who does not have status, no evident way to enter my credentials.

Problem: award return segment booking tomorrow, wanted to change date, online tool has been pricing a change that should be +7K or so as 140K etc by forcing into NY.

First agent began helpful but after 1/2 hour went in circles and had no ideas when they couldn’t figure out the pricing problem. When I asked for a supervisor I’m pretty sure they were working from home and handed their phone to friend who immediately told me “I’ve been listening in on the conversation” “pricing changes happen all the time, it’s Revenue management,” made more stuff up about fares that make no sense, then refused to do anything and essentially told me to pound sand and hung up on my.

Called back in from my phone, got a 7m not 1h15m wait time, explained situation again agent who transferred me to ticketing team.

Ticketing team member took about 5m to rebook at expected +7K price, which was what came up in their system.

Other than the mess (“never seen that before”), I was blatantly lied to and insulted by an agent, who IMO probably can’t be retrained if they’re going to make stuff up.

DLATL777

Remember, its always easier to make up reasons why youre an idiot than learning how to do their own jobs properly. Its the Delta way.

xliioper

How do you know it "should have been" +7K miles? Awards work like revenue fares these days and vary based on O&D and are subject to advance purchase requirements, bucket inventory availability (they've duplicated revenue fare buckets with equivalent award buckets and mostly duplicated revenue fare filings), and so forth.

kthomas

I submit the fact that an actual agent made the change for the amount as definitive proof of my ontological claim.

( Yes, I could have been wrong, and I told the ticketing agent that when we started. But I wasn't, and the first call agents had a duty to figure out what was going wrong -- or just fix it. The ticketing agent just fixed it. )

kthomas

I've had lots of agents who required HUCA for whatever reason.

Making up general nonsense about how fares work to CYA when you have no clue is just fraud, and a new one on me, at least from Delta.

I expect neither person knew what the ticketing team was (and alas, I was too preoccupied with other things to refer them-- it's their job to know). And as I said, I strongly suspect the second person was just a friend ("I *work for Delta*, she screamed!)

kthomas

Also FWIW: this RT like most RTs could have been booked as two OWs, thus avoiding any problem / annoyance like this.