I am not a gambler; that is unless I am calling Delta Air Lines. Then, I play the game we all play, that is “call center roulette!” There are so many days that I need to go back and re-read my very first blog post I ever wrote. The reason I say this is that I just booked a low level business class trip from home to Sweden for my wife and I.
During the process I had two different reps tell me it was IMPOSSIBLE to do what I wanted to do. I was told there has been a change in the way KLM assigns award seats to Delta and if I could not use Delta.com to search from point A to point B then there were NO seats, even if I could find them some other way on Delta.com. Rep #1 seemed very knowledgeable and almost threw me off my “game”! But we all know the drill, hang up and call back if you don’t like the answer right?
I was told by rep #2 the same story, if I could not find inventory direct all the way from point A to point B on Delta.com then they would not be able to book it. The “old way”, if you found all the Delta parts you want over the water, you could then call and have the reps look for KLM seats intra-Europe and grab the rest for you. I was told this way was “wrecking havoc with KLM inventory” and so this was no longer possible by any Delta reps! This was a NEW policy implemented over 6-weeks ago – uh oh not good! Now here is the deal, I could find, searching one way segments, business seats on delta.dumb AZO-DTW-EWR at low level and EWR-AMS-GOT at low level but could not put them into one trip on Delta.com.
So in frustration at this possible NEW rule I did not know about, I reached out to Gary @ View from the Wing. His advice was perfect and so correct. Most Delta phone reps don’t know their jobs and that is why we must call back again and again and play “call center roulette.” He suggested putting segments on hold on Delta.com. I did just that and held them ALL in 3 ONE WAY segments (outbound and return) in individual PNR’s all at low level business seats.
Time for call #3. This rep seemed good. I asked her to please look up all 3 PNR’s and put them into one trip. In about 10 min, and with a call to the help desk, she did just that. She did the impossible! How in the WORLD did she do this I asked? What did she have to ask for from the help desk? The answer was almost too simple to believe; the help desk simply told her “price them as booked“! So thank you Gary for your wonderful bit of advice as I now have two 100k tickets for just points and $87 (billed to my Delta AMEX Reserve card naturally)! And again please take my advice from my first blog post ever, if you don’t like the answer you get call back again and again and again and again!
I will tell you I am not happy to AZO-DTW-EWR-AMS-GOT, but this far out, we are talking spring 2013 here, there will be no less than 5-10 schedule changes to this trip and I have no doubt I will end up flying SBN-DTW-AMS-GOT on the exact flights that right now would have cost me 325,000 Skymiles each!
“Are we learning yet” (me included)? – Rene
Editorial Note: This content is not provided by American Express. Any opinions, analyses, reviews or recommendations expressed in this article are those of the author’s alone, and have not been reviewed, approved or otherwise endorsed by American Express.
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