Can Anyone Post Success in Getting Refund From Delta Due To Schedule Change?(ANYONE?)

[MermaidsMom]

It seems like there are alot of posts about people wondering about getting better flights or refunds, but not alot of follow up about what their results were. Anyone had any luck? If you've gotten a refund please give the details of how much your schedule was changed.

EDITED TO TRY AGAIN: (12-15) I'm still hoping to find anyone who actually has GOTTEN the refund after a time change and find out how it worked for them.

 

[DaveO]

Delta will do everything in thier power not to refund you any monies. I had a large issue last January with them and changing my flights due to weather. Even though there was a BLIZZARD they would not refund my money or let me change my flight. Your only recourse is to file a complaint with your credit card company. Have web site screen prints to back you up (I Did). After sending countless letters and phone calls to Delta with horrible customer service this is what I did. I ended up getting credited back over $800 in change fees. On top of that I believe the CC company charged Delta about $50 for each dispute - since I had four tickets it cost Delta and extra $100!

VINDICATION against Delta was sweet !!!

Dave O.

 

[CarolA]

Weather conditions are NOT the same as normal schedule changes.

If when you note the schedule change you ask for a refund you may get it. However, the change must be substantail. (ie. my mother's flight next week was moved 5 minutes, that is not large enough to get the refund) However, if you call and ask for new seats etc, airlines generally consider that acceptance of the change so I suggest you know what you want to do before you call. Also time changes generally need to be at least an hour and up to two on some airlines.

 

[Lewisc]

I can't find it on Delta's website, I thought the change had to be at least 2 hours.

 

[bicker]

It's either two hours or four hours. I don't remember (and it's such a PITA to read through the Contract to find it again).

Here's the link: http://www.delta.com/legal/contract_of_carriage/index.jsp

 

[Lewisc]

I can't find it. I even did a search for "2 hours" "two hours" "4 hours" and "four hours". The cynic in me thinks Delta may have removed specific rules and time standards from their contract of carriage.

It's either two hours or four hours. I don't remember (and it's such a PITA to read through the Contract to find it again).

Here's the link: http://www.delta.com/legal/contract_of_carriage/index.jsp

 

[bicker]

Actually, my memory was spotty: The 2 hours/4 hours thing related to amenities for delayed passengers.

Airlines are never liable for schedule changes announced prior to the initiation of your flight, regardless of the extent of the schedule change. As long as they are willing to fly you from A to B on that date, your choices are to go when they say or to eat the loss. I'm sure, in practice, they're more generous than that, but folks should know that this is pretty-much how the entire domestic airline industry operates. Schedules are guidelines only and are not in any way part of the specifications of the service you contract the airline to provide you.

 

[SuzanneSLO]

According to posts under the Delta forum at flyertalk.com, the policy at Delta (updated 12/8) is as follows:

Customers impacted by a schedule change should be offered a genuine apology for any inconvenience and may be re-accommodated on alternate flights or, in certain situations, eligible for a refund.

On the same thread, some posters reported success in being accomodated on different flights (even into and out of different airports ow with the dates slightly changed) with a change as small as 8 minutes.

I would suspect that refunds are not easy to pry out of any airline. You should be prepared to tell the CSR why an alternative flight/airport/day isn't likely to solve the probelm that the schedule change created.

Best of luck -- Suzanne

 

[seashoreCM]

Almost every airline's contract of carriage states that the airline will endeavor to (or use its best efforts to) transport the passenger in accordance with the reservation. This is very subjective. Endeavoring does not include offering an alternative that costs more.

A passenger wishing to make a refund claim via a credit company or otherwise can and should state what the airline could have done (such as honoring the ticket on an earlier available flight the passenger actually showed up for unannounced before the blizzard hit) and/or state that the trip lost its purpose (became futile or in vain) as a result of inability to reach the destination in timely fashion.

OT: If Disney offered to lop off the first night of a resort stay in the event of delayed arrival, refunding accordingly, then fewer people arriving late in the day would be inclined to book instead an airport area hotel for the first night, taking Magical Express the next morning.

 

[bicker]

Customers impacted by a schedule change should be offered a genuine apology for any inconvenience and may be re-accommodated on alternate flights or, in certain situations, eligible for a refund.

So basically, it is up to the airline's discretion what, if anything, to offer if a customer is unhappy with a flight schedule change. The only thing this policy requires is an apology. :shrug:

 

[MermaidsMom]

Trying again! Anyone with a success story?

 

[bicker]

Check out the travel bulletin boards -- you'll find a number of both success stories and failures for most any specific scenario. However, just keep in mind that, in the airline industry, someone else's success story will generally not help you much.

 

[Lewisc]

You can try doing a search. I think you'll need a good story/accomodating employee if the schedule change is less than 2 hours.

I thought the CoC used to guarantee a refund if the change was more than two hours but it's not there now.

 

[kaytieeldr]

Hmm... well, Rule 240 looks interesting:
"RULE 240: FLIGHT DELAYS/CANCELLATIONS
A. Flight Schedules are Not Guaranteed
Delta will exercise reasonable efforts to carry you and your baggage according to Delta’s published schedules and the schedule reflected on your ticket, but published schedules, flight times, aircraft type, seat assignments, and similar details reflected in your ticket or Delta’s published schedules are not guaranteed and form no part of this contract. Delta may substitute alternate carriers or aircraft, delay or cancel flights, change seat assignments, and alter or omit stopping places shown on the ticket at any time. Schedules are subject to change without notice. Except as stated in this rule and in Delta’s Customer Commitment (Rule 200), Delta will have no liability for making connections, failing to operate any flight according to schedule, changing the schedule for any flight, changing eat assignments or aircraft types, or revising the routings by which we carry you from your origin to destination."

So does Rule 270: "RULE 270: VOLUNTARY REFUNDS
A. Fully Refundable Tickets
If your ticket was purchased at a fare that is fully refundable in whole or part, Delta will issue a refund of the refundable portion of your ticket at your request. You must surrender any unused portion of the ticket at the time of the refund request. The amount of the refund will be calculated as follows:
1. If no portion of the ticket has been used, Delta will refund the total fare and all taxes, fees or charges paid.
2. If a portion of the ticket has been used, Delta will refund the difference between the fare and charges applicable to the ticket as issued and the fare and charges applicable to the transportation covered by the used portion of the ticket.
B. Nonrefundable Tickets
1. General Rule
Delta will not refund any portion of a fare that is nonrefundable, and Delta will not refund any taxes, fees or charges collected upon nonrefundable tickets.
2. Application of Unused Ticket toward Future Purchases
Delta may permit a portion of the fare paid for an unused nonrefundable ticket to be applied toward the purchase of future travel on Delta, as set forth in the applicable fare rule.
3. Upgrade/Downgrade of Nonrefundable Tickets
Delta may permit passengers purchasing certain nonrefundable fares to upgrade or downgrade those tickets after purchase, as set forth in the applicable fare rule."

The OP might want to check over at www.flyertalk.com, perhaps even register so she can post there - especially since it appears that nobody who's read this question yet HAS gotten a refund. But based on the above - it doesn't look promising. Or, has the OP maybe tried searching here on the DISBoards for "Delta refund" or "refund Delta" or anything? Maybe there are some older results.

 

[emerson7]

They changed our flight a number of times, including changing a non-stop to a Atlanta layover. My husband accepted the change, but I didn't like it. We found a much better fare on Southwest, and then we called Delta to cancel. We called on a weekend, he had to speak to the cancellation desk, back to Customer Service, back to cancellation/refund desk. They eventually gave us all of our money back. All he said after speaking kindly to all the people was "You can change and cancel our flight any time you like, I would just like to do the same thing". Be persistant and kind - you may be able to do it faster on a weekday.

 

[safetymom]

Try asking on www.flyertalk.com

 

[coinkc]

We had originally booked non-stop flights on Delta from Kansas City for our trip last summer. They switched both of our flights to ones with connections and layovers. This was unacceptable to us as we are traveling with another family whose son is in a wheelchair and must be carried on to the plane. We were trying to find the easiest route possible. We also,would not be arriving until later in the evening instead of the 11:00 am arrival we had planned on. I called and Delta gave us a refund and we rebooked on Midwest. (We also gained an extra two hours at WDW!)

I was told at the time by a Delta rep. that if they changed the times more than 90 minutes, we were eligible for a refund. Several people however have told me it is a 2 hour rule but I was told 90 minutes on more than one occasion.

it is a pain as many of the people who answer the phone have strong accents so it was a little difficult to communicate, but it was worth it to us. They actually refunded the money to AAA since that was who we had booked through and then AAA applied it to our balance.

Good luck!

 

[bicker]

I was told at the time by a Delta rep. that if they changed the times more than 90 minutes, we were eligible for a refund. Several people however have told me it is a 2 hour rule but I was told 90 minutes on more than one occasion.

It probably varies week-to-week, based on Delta's revenue projections.

 

[seashoreCM]

it is a pain as many of the people who answer the phone have strong accents so it was a little difficult to communicate, ck!

OT: Fiendish way to make it dawn on the corporation that outsourcing customer service overseas is not good: If you don't understand the answer, repeat your question or comment using the same words repeatedly, or ask the person on the phone, "I don't understand what you said, could you please repeat what you said?"

Another fiendish way: Play teacher-pupil with the customer service agent and have him confirm to you his understanding by repeating what you said back to you. Repeat your request (as in oral drill) until he repeats back correctly.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[bicker]

That's good advice. However, I think it is important to keep in mind, as much as we can, that these are real human beings that we're talking to, and they're likely to be extremely intelligent (and sensitive): After all, the are passably fluent in more languages than the average American. Indians, especially. One Indian friend of mine speaks eight languages, and English isn't in his top four. So while I would indeed take your advice to be repetitive until you're sure that there is a shared understanding between you and the CSR, I would be careful not to get overly patronizing.