Delta (lack of) logic

[sam_gordon]

OK, I'm not looking for pixie dust, just someone please explain the possible logic here.

We booked our flight for next year back in July. Last month, Delta changed the flight, and I was able to reschedule departure at 2pm, arrival at MCO at 6:30pm (90 minute layover in ATL). All good, right?

This morning I happen to check, and Delta changed our departing flight again (no big surprise there). HOWEVER, while they changed the first leg of our flight (leaving at 3:15p instead of 2p), they didn't change the 2nd leg... leaving us a 15 minute layover in ATL! Obviously won't work.

So, me being the savy scheduler I am, I check for a new flight on line (using a new tab before "acknowledging" the change). Guess what, they STILL have a flight departing my airport at 2pm, but a different flight number.

So I go back to the original page I was on, "acknowledge" the change (and am them notified by Delta that I might miss my connection-- no kidding), and try to change the flight... they don't give me the 2pm as an option.

So I call. The rep I'm on the phone with says here are my departing flight options... and doesn't list the 2pm. I mention I see it on line and give her the flight number... she says OK, and now we're booked on the NEW 2pm flight.

So... my questions...
1) Why would the Delta computer change my flight to one leaving 75 minutes later instead of to the NEW one leaving at the same time?
2) Why would the Delta computer not change the connecting flight when it realizes a 15 minute layover in ATL means "you might miss your flight"?
3) Why did the NEW 2pm flight appear when I was searching for a "new" itinerary, but NOT when I was trying to modify my CURRENT itinerary (for me or for the rep)?

If someone can explain the logic behind any of this, I'd appreciate it.

Thanks

 

[starstruck93]

Good grief! What a PITA! I have no answers for you, sorry.... it sounds like Delta needs a new IT person though! My husband is a pilot ( only for the congressman and senators, not commercial) He's been trying to get hired by Delta and Continental for a few years though. Yes, airlines are nuts and there's no rhyme or reason for anything they do. They treat their pilots like crap too.... but that's a whole "nother" thread! I'm a type A person too and like to have everything planned out very thoroughly. Good Luck with your trip! April

 

[DebbieB]

Perhaps the 2:00 was deleted and they moved you and then later the 2:00 was readded. I've had situations where they did not change connections. One time they had us arriving at JFK at the same time the MCO flight left. You really have to watch your itinerary with them. They will also change your seats when there is a change. We had seats in the third row of coach and they changed the plane from a 737 to 757, they moved us to the last row! Luckily I caught it and moved us back, there were still seats in the front. I like Delta but that's one area I have a complaint with.

 

[goofy4tink]

I feel your pain. I only fly Delta when forced to. Yes, sometimes I have gotten very good fares with them. But.....when Delta makes numerous changes, without telling you, until it's too late to do anything that resembles a good fix, it almost makes sense to spend more and go with another airline.
I have had similar experiences with Delta. You have to stay on top of them constantly. When I do book with them, I check every single week to make sure everything is the way I booked it. Then, about 2 months before travel, I start checking twice a week. A month before??? Every single day!!!

 

[dudspizza]

I would watch the new 2pm departure flight. If it isn't showing for them, it would make me nervous they are in the process of making changes....

Duds

 

[sam_gordon]

Perhaps the 2:00 was deleted and they moved you and then later the 2:00 was readded.

That's possible.

I've had situations where they did not change connections. One time they had us arriving at JFK at the same time the MCO flight left.

But shouldn't computers be programmed to look for that? They have a flight change. I get it. That's the risk I take when I book so far out. I'm fine with that. But shouldn't there be some programming that checks the layover/connecting flight times?

You really have to watch your itinerary with them. They will also change your seats when there is a change. We had seats in the third row of coach and they changed the plane from a 737 to 757, they moved us to the last row! Luckily I caught it and moved us back, there were still seats in the front. I like Delta but that's one area I have a complaint with.

What's strange is I checked my seats after reading your email and the seats on the flights TO Orlando are fine. On the flight back though, they moved ONE of our party of 5 to a middle seat across the aisle from the rest of the party.

At least they're giving me something to do every week.

 

[connorlevismom]

I am having the same problem with them. They have changed my flight twice and this last time was the last straw with me. I had a flight to leave MCO at 155pm because I don't like rushing around in the morning to get to the airport. They changed my flight to a 12:08 flight! If I wanted to leave at noon, I would have BOOKED a flight at noon. Not only that, but they moved me 5 row in front of the rest of my family leaving my DH to deal with a 6 year old and a 1 year old all by himself. I called and they told me the flight is full so they cannot change my seat. Total crap!

 

[sam_gordon]

Connorlevismom...

My suggestion... look online for a new flight (don't be logged in if you are a skymiles member). Find a flight that works for YOU. Call them and tell them the new arrangements THEY made won't work. Then tell them about the flight you found.

 

[DebbieB]

If your flight is changed, they will work with you. I've had that work to my advantage on my last 2 trips. For my trip in October, the latest flight I could get leaving MCO with miles was at 12:30pm. We really like staying to late afternoon. They changed it to 11:50am so I called and was able to get on a 6:30pm.

 

[At World's End]

Last year we flew Delta and they totally screwed up our flights (90 minute layovers changed to 9+ hour layovers each way!) When I called to rebook, I was told that the flights they could re-book me on were limited to those having seats available in the seat category that I had purchased. Since I had booked about 9 months in advance at really low rates, there were very few of those seats available by the time the changes were made by Delta (Delta never notified me, I happened to check my itinerary and catch it.) So we were stuck with two layovers instead of one. They also changed our seat assignments after I re-booked the flights. Oh, and they also put us on standby at our connecting city after I did online check-in with seat assignments the day before our flight. Needless to say, I'm not a fan of Delta. Don't trust that your flights and seat assignments are assured until you are in the air!

 

[Disflyer]

I was told that the flights they could re-book me on were limited to those having seats available in the seat category that I had purchased. Since I had booked about 9 months in advance at really low rates, there were very few of those seats available by the time the changes were made by Delta

This is most likely what happened. Each seat is assigned a different code or booking class. Each booking class is priced differently based on allowing changes, cancelations, upgrades, etc. If a flight changes or cancels the computer system automatically looks for the next closest flight with the inventory for the booking class originally booked. When you called the Res agent did the same thing. My guess is there were no seats available in your booking class, now because it was a Delta initiated change the agent has the power to add your booking class to a flight where the inventory may not be available in the system. The airline pricing world is crazy and complex and as a result these are the types of things that happen! Glad you were able to get onto the same time.

One other thing that may have happened, the flight originally cancelled may have been switched to a "commuter" airline, again the computer systems are written to add you to a DL flight first not a comair or mesaba or whomever they would use.

Sorry for the boring rambling post.

 

[sam_gordon]

Disflyer... I think you answered my question #1. But I disagree that each SEAT is a different code (with the exception of first/business class).

So, anyone have any ideas on why Delta wouldn't automaticcally change the connecting flight? I wouldn't trust a 15 minute layover at my HOME airport, much less ATL.

 

[Disflyer]

Disflyer... I think you answered my question #1. But I disagree that each SEAT is a different code (with the exception of first/business class).

So, anyone have any ideas on why Delta wouldn't automaticcally change the connecting flight? I wouldn't trust a 15 minute layover at my HOME airport, much less ATL.

Sorry, when I said seat I should have said ticket. You are correct though, seats are not sold or discounted because of their location on the airplane (however you can pay premiums, in coach, for a better seat location).

Honestly I am surprised it gave you the flight it did, most GDS (ticketing systems airlines use) have code that prevents connecting times within a certain length, I can't specifically answer what Delta's is.

 

[sam_gordon]

Sorry, when I said seat I should have said ticket. You are correct though, seats are not sold or discounted because of their location on the airplane (however you can pay premiums, in coach, for a better seat location).

Honestly I am surprised it gave you the flight it did, most GDS (ticketing systems airlines use) have code that prevents connecting times within a certain length, I can't specifically answer what Delta's is.

We're on the same page then.

 

[inkkognito]

Delta + logic = epic fail. I only flew them once (round trip with connecting flights both ways) and never will again. They totally screwed up our seat assignments, and the originating airport fixed things on that leg and told me to talk to customer service on the next leg to fix the rest. DH and I were flying together, but I'm the one who handles such things. The rep was Middle Eastern, which is relevant because he was very visibly offended at speaking to a woman while her husband stood by. He refused to fix the situation, then said, "I will not speak to you anymore." What the ???? I was calm and courteous in the conversation, but also assertive in wanting it fixed and I could see he did not like female assertiveness. So I looked at his name tag and started writing down his name, planning to find a supervisor to report him and take care of the problem. He said, "What are you doing?" so I told him, and he said, "I did NOT refuse to speak to you." I asked my husband, "Did he?" and he said, "Sure did!" Then I said, "So are you saying you WILL speak to me now?" and he said "No," so I continued writing. Then he said, "That's not my real name." I said, "I think it will do just fine." Thankfully, the supervisor I tracked down sorted things out but that was the most surreal customer service experience I've ever had.