I commend Delta for so many things. I love the people. I really like the product. I love the fact they are on-time most of the time. I know when things go wonky they will make it better. What I don’t like and I do go very hard on about a bunch is their IT. Why? It is horrid and as I mentioned in the latest poll most of us think they like it this way!
This latest event resulted in a call that started the other day at 9:23AM and ended at 11:05. Let me break down the fun chain of events and this is just one more reason I am so hard on Delta IT.
You see, Lisa & I are making a return trip to Hawaii this fall. I found on Delta.com low SAVER level seats from SBN to HNL and mid STANDARD level on the way back. Thus the price is 80k outbound and 135k return. The way it works is you take ½ of each way and results = 107,500 (40k+67.5=107,500). Not great, but full flats back (with a stop over) for sleeping so I can live with this price that is 27,500 more Skymiles each than saver round trip seats. But then Delta.com will not issue the ticket. Time to call the Diamond line. Here we go:
Rene – Call DM line & explain situation to rep.
DM rep – finds same flights and is ready to ticket no problem. Then same error. Hold to fix. Fixed, go to issue and price is 120,000 RT not 107,500 round trip. Why? Hold. Rep talks to supervisor and says we see it at 107,500 but can not issue no matter what just too bad. Told must speak to “Dot.Com” for help as it is a Dot.Com issue.
Rene – Can we liaison so you can help me.
DM rep – Not supposed to but hold and will do that.
Then there is a very long hold then rep one gone! Great, plus reservation on hold is gone now! Grrr. This is going from Grrr to BIG Grrrr!
Dot.Com rep – how can I help you.
Rene – I have to start from scratch. Explain it all to her on a bad connection to boot.
Dot.Com rep – I see the seats at 107,500 round trip Alaska is the issue. Alaska is showing fake inventory to Delta and it is not updated at Delta.com so I cannot issue the tickets even though they show they are there.
Rene – OK that is not my problem. Delta.com shows price then I should get it at that price – IMO.
Dot.Com rep – hold for a supervisor please.
OH Great. A very nice supervisor from CVG comes on the line but has no idea what is up. I explain it all and thankfully the itinerary is still in the system this time.
CVG Supervisor – Please hold. He then tells me it is NOT an Alaska inventory issue as he checked and that was just fine but an issue with the 2 updates on the way that will change the award chart this year.
Rene – But it is pricing at the NEW award levels for both and should work right?
CVG Supervisor – yes it should but the IT will just not award it at that level even though it should. The only solution, since the IT will not work for anyone, is that we give you 25,000 miles i.e. the difference between what it should price at and what it does price at and we award at the standard level for the total flight.
Rene – OK as long as I can get a ticket at the net price shown great.
So at long last, after more than 1 ½ hours on the phone and all sorts of different “stories” along the way I get the ticket issued as well as the points adjustment because even Delta cannot make Delta IT work the way it should.
What should you take away from this? Clearly Delta does much right, but we all know the award page is not one of them and what should take no time seems to often take a lot of time. I think Delta would like to dump every partner they have as making any of them work with Delta is like pulling teeth. But for us, stick to your guns and keep asking when you know you are right or until you get someone who has power to do what you want. As I always say Delta Skymiles have great value you just have to WRENCH the value out of them! – Rene
PS – and yes, as a Diamond Medallion if I can find SAVER level on these flights before flight I will be re-depositing this ticket and picking up the award at the lower level. The 25k bonus will then be to me a nice little consolation prize for spending that much time on the phone and having to endure Delta’s broken IT!
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