This. Is. Maddening! If you are not aware of this issue let me bring you up to speed. Delta has had a number of issues with seat maps for a while now going all the way to the introduction of C+, on the Fly Delta App and Delta.com, not showing the correct number of open seats. They have fixed some issues only to this year end up with an even worse problem that many times all but the cabin (or class of service) you paid for are blocked. For example, when in “Comfort Plus” on a Delta CJR200 the rest of the cabin shows full.
However it is clearly not when you do a “dummy” booking in the app or online. Delta has simply chosen with their IT “enhancements” to prevent us from seeing the real open seats. It is beyond frustrating that Delta has done this and we have to take this extra step to see what seats are open in whatever cabin. It has now become MUCH worse.
Delta phone reps screens are now seeing the same “blocked” seat maps!
Yep, you can now expect, even when you call to ask if you can be moved to another seat in coach that the Delta rep will give you false information that all the seats are full (when clearly they are not).
I have had this happen to me over and over this month. The first few times I thought it was just lazy reps who did not want to help me. But the last time it happened I decided to grill (in a nice way) the rep for more info. The conversation went something like this:
René – I would like to downgrade from row 1 Comfort Plus to exit row 8 C&D
Delta Rep – Sorry the cabin is all sold out.
René – Really I see a number of seats including 8 C&D
Delta Rep – No, sorry those are not available.
René – Please check again as I can, right now, if I book a ticket, select these seats.
Delta Rep – Let me check another screen. No, those are not open.
René – Do you need me to simply book a ticket to show you they are open and then send you that PNR?
Delta Rep – Let me try one more screen and see.
René – OK thanks
Delta Rep – You are right – they are open and many more. That is strange that I could not see them. OK you are moved and I have sent you a confirmation to your e-mail.
There were a few other things said but that is the gist of the conversation. The part you and I must key in on is Delta IT is now even blocking Delta customer service folks from seeing the real open seats and thus we CAN NOT TRUST THE INFORMATION they are feeding us unless we check for ourselves. Even then, expect a fight as they will trust their eyes that the seats are full when they are not. The effort to “dumb down” the tools Delta reps have is just shocking and so sad. The phone rep even complained to me that with each update they get it is harder for them to do their job!
I did reach out to Delta Corp about this seat blocking but now expanding to impact not just us as fliers but even impacting phone reps and was told:
“As a result of a number of variables, customers may see fewer seats available for purchase in the post-purchase upgrade environment than were visible in the original shopping path. All applications – for consumers or agents – show the same seat availability. We continually monitor the tool’s functionality and customer feedback to ensure it works as intended. “ – Kate Modolo Delta Air Lines (bold mine)
This was very similar to the quote from last time with the addition that now AGENTS also show the same seats available. Just great! Now we can expect, at times, that Delta reps who we should trust to give us accurate information are not always going to be able to do so. Then, we will have to fight them when we have to tell them they are wrong (never a good thing to have to do – right?)!
I really do not understand this “Keep Descending” worthy IT change by Delta and am shocked that this is working as it was intended to. I can maybe if we really push it understand the logic of blocking every day users from seeing a seat map in a class of service they have not paid for but blocking Delta customer service people from seeing the true map is flat out crazy! How is this a good thing for anyone I ask you?
At least you know now what you need to do and have been warned. They do not seem to care to fix this and be ready to HUCB if you get a rep who will not do what it takes to put you into the seat you want to be in that is in FACT wide open. – René
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