Delta changed my parents flights drastically- Update!

[triplefigs]

They are using FF miles. This is the 8th change for them. I know that they now have the right to call and request Delta change the flight times without penalty or request refund of their miles without penalty, but does anyone have a link or written policy stating such? Or is just something that the airlines do? My parents aren't convinced it's true...

Any help would be greatly appreciated so I can get them to call customer service TODAY to request better flights. Any other advice (besides being very polite) on how to get this done?

Thanks so much!

 

[bicker]

I don't believe that the written policy I've seen includes FF miles -- it only applies to cash purchases, and when the schedule change is greater than four hours. I suspect to the extent they extend this courtesy to folks who purchase tickets with FF miles, they're doing so as a gesture to foster additional good will.

 

[triplefigs]

I don't believe that the written policy I've seen includes FF miles -- it only applies to cash purchases, and when the schedule change is greater than four hours. I suspect to the extent they extend this courtesy to folks who purchase tickets with FF miles, they're doing so as a gesture to foster additional good will.

Bicker,

My Dad is the highest level Medallion member with Delta (travels on business every week at full price). Do you have a link or copy of the policy for PAID tickets that I could show him?

Thanks!

 

[bicker]

The highest level Medallion member would never encounter any trouble getting most any reasonable accommodation they'd ask for.

I'm not sure of the exact paragraph, but the provisions are in the Contract of Carriage:

delta.m7z.net/delta/delta/pdfs/contract_of_carriage_dom.pdf

Looking closer at this it seems that, normally, passengers would be completely out of luck in this circumstance:

Delta will use its best efforts to carry the passenger and baggage with reasonable dispatch. Times shown in timetables or elsewhere are not guaranteed and form no part of this contract. Delta may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without notice. Delta is not responsible or liable for making connections, or for failing to operate any flight according to schedule, or for changing the schedule or any flight.

So any accommodation Delta offers when they change schedules on passengers is simply their generosity, given that we've already agreed in advance that they can change our flight times however they wish, without incurring any obligation on their part.

 

[triplefigs]

The highest level Medallion member would never encounter any trouble getting most any reasonable accommodation they'd ask for.

I'm not sure of the exact paragraph, but the provisions are in the Contract of Carriage:

delta.m7z.net/delta/delta/pdfs/contract_of_carriage_dom.pdf

Looking closer at this it seems that, normally, passengers would be completely out of luck in this circumstance:

So any accommodation Delta offers when they change schedules on passengers is simply their generosity, given that we've already agreed in advance that they can change our flight times however they wish, without incurring any obligation on their part.

Thanks, Bicker. My dad is calling today and will be very pleasant with them and hopefully get it changed to a better time. I appreciate the help.

 

[triplefigs]

My Dad called today, and they were so nice. They changed the flights to his choice of times, and even allowed them to change days with NO PENALTY!

The woman helping us said that since it was an "Involuntary Change" you could change times and one schedule change (dates) at no penalty. Just wanted to let everyone know that Delta was very helpful, even emailed my Dad to follow up, and extremely nice.

 

[bicker]

It's great to be super-elite!

 

[deltachi8]

I am far from super-elite status but want to say that Delta truly impressed me with their customer service. They did they switch of flight times with me and I called and they were very accomodating, basically saying, which flights do you want?

Alot of times we rant about poor customer service, its always good to see stories reported when people are treated well.

 

[seashoreCM]

They are using FF miles. I know that they now have the right to call and request Delta change the flight times without penalty or request refund of their miles without penalty, but does anyone have a link or written policy stating such? !

Common sense and decency dictates that in the event the airline cancels your flight or changes your flight time significantly, they should reschedule you to any other available suitable flight of theirs even if you are using a Skysaver (capacity controlled FF) or T-class (deepest discount) fare. It would help if you hand pick alternate flights you would like before calling.

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

 

[bicker]

Airlines will always switch you to another flight if they cancel your flight; they want to keep your business, rather than refunding your money. While they won't switch you to just any flight, without you being an elite FF, they'll typically switch you to any flight on that day for which the same fare class is available.

 

[seashoreCM]

>>> ... will use its best efforts to carry the passenger and baggage with reasonable dispatch. Times shown in timetables or elsewhere are not guaranteed and form no part of this contract...

IMHO: Using its best efforts includes, in the event of a schedule change, accommodating the passenger on another of its own flights with space, that more matches the passenger's purpose of flight. While times are not guaranteed, that pertains to the airline's inability, not unwillingness, to accommodate the passenger. Capacity control and fare buckets do not constitute inability to accommodate.

 

[bicker]

Best efforts, however, don't include accommodating the passenger in a class of service significantly higher than that they paid for.

 

[DaveO]

I know .... the headline is a little drastic but it is how I feel about Delta. Just wanted to give the other side of the story on thier customer service. This past NE Blizzard I had a flight scheduled to go on a cruise for the Sunday during the hieght of the storm. I called Fridat morning when the weather service had blizzrd and severe storm warniings for Boston. Delta refused to reschedule my flight. They said 'everyone else is paying the price gouging fare differences' (ok I am paraphrasing). There for they made me pay the additional $700+ to reschedule my flight. A few hours later they were waiving the fees as they should. I figured great ... they will refund my change fee then since it was only a couple of hours ..... nope they would not. So apparently Delta likes to have stranded passengers in an airport during the storm. Instead of a happy custome who praises Delta ... they have one who will let anyone who will listen NEVER to fly Delta.

BTW my letters are already in the mail to VP customer Service, CEO, and COO. If that does not work I will dispute on my CC.

YMMV ..... Dave O.