One of my friends phoned the Diamond Medallion Line last week to cancel an upcoming trip for October.
Delta changed his itinerary by two hours and three minutes — thus entitling him to a refund.
The (first) rep with whom he spoke basically said he’d cancel the reservation — but the refund process might not start immediately. The refund would have to be processed by the refund department. So the funds wouldn’t go back to my friend’s method of payment for an indeterminate amount of time. (I waited two months for refunds on several reservations.)
So he spoke to a supervisor. She worked some magic — and deleted the flight segments from his itinerary before canceling the itinerary. He received an email confirmation almost immediately and the credit showed up on his Amex a couple of days later.
Something several people and I have discussed is that reps — phone and online — aren’t always correct. (We saw that with a recent incident when a Delta rep mistakenly told a blogger that MQD and Delta Amex spend would roll over to next year.)
With change fees (some, not all) being waived, certificate, flight credit, and elite status extensions, and all sorts of other “stuff” going on, it’s not surprising some customer service reps may not give you the correct answer. Perhaps they genuinely are mistaken. Maybe they don’t have the most current information themselves.
Moral of the story: it’s sometimes best to speak to multiple agents. If you don’t receive a reasonable answer you want the first time around, consider asking the rep(s) to notate your record with whatever you discussed — and then ask for a supervisor. Or say you want to consider your options — then HUCB (hang up and call back). The next agent with whom you speak may be in a position to help you better.
Feature image: ©iStock.com/Bojan89
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