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Delta Mess-up  
User currently offlineSumma767 From United Kingdom, joined Mar 2004, 2561 posts, RR: 6
Posted (6 years 12 months 3 days 11 hours ago) and read 2099 times:

I am wondering if anybody has had a similar problem to the one I describe below, and what was the outcome:

My brother wanted to travel from London to MDE (Medellín, Colombia). He had enough Skyteam miles to use on KL to NYC (He wanted a short stay in NY anyway)
He booked a separate ticket from JFK to MDE. The operating airline is Avianca, but he booked it on the DL website as DL coded flights to accrue Skyteam useful miles.

He got confirmation from Delta on JFK-MDE-JFK the itinerary, and received a reference number. He even received an email reminder that "it is time to check in" for doing so online (although he did not even read that email until he was in Colombia)

All very well until NY, where he had a time to go and enjoy the city, before getting to JFK terminal 4 at 3 am for an early check in.
AV staff opened the desks at 3.30 am for the 7 am flight. He was the first passenger, but the one that would have the biggest headache: They could see his name, but apparently there was no ticket number for him, no confirmed booking. He was told to go and sort it out with DL who had sold him the ticket. He went to terminal 3 DL sales office and waited till the opened at 4.30 am. They looked, and apparently the payment had not gone through. They would also not sell him another ticket as the flight was "full". My bro had not checked the credit card statement, but not had he got any communication from DL about any payment problems!

With time running out, he just went to AV, who did sell him a ticket for significantly more than his original fare. He was told that there was at least one seat available.

He was pretty fed up to be running around JFK, sleepless and tired. On top of that, having to pay more..

I will write a letter to DL, but I would like to know if anybody else has had a similar problem, and what was the outcome.

I am hoping that DL will at least offer vouchers for another flight to cover the extra expense, even if that won't repair the stress.

68 replies: All unread, showing first 25:
 
User currently offlineEddieDude From Mexico, joined Nov 2003, 7587 posts, RR: 43
Reply 1, posted (6 years 12 months 3 days 11 hours ago) and read 2099 times:

Sorry to hear that your brother had to go through this ordeal Juan. Sucks, especially because the whole thing cost him more money than he had already budgeted. I think this happens from time to time and is not a problem exclusive to DL or any specific airline. I recall reading a very recent trip report where a flight was booked with miles but the airline that reedemed the miles did not imput some info into the system of the carrier that was operating the flight... as you can imagine (or as your brother knows now), this was a nightmare but in the end, in this particular case, everything turned out alright (as opposed to your bro's trip). In addition to this, I vaguely recall a few other posts (in this section or in the trip report sections) dealing with problems much like your brother's. Personally, I have never had my payment not go through, but I do agree with you that it is extremely unfair with the passenger if the airline never notifies that this situation arose... furthermore, as you put it, how can one imagine his/her payment did not go through when you receive an e-mail confirming the itinerary and an additional e-mail reminder. System glitches no doubt, but quite annoying.


Next flights: MEX-GRU (AM 77E), GRU-GIG (JJ A320), SDU-CGH (G3 73H), GRU-MEX (JJ A332).
User currently offlineSumma767 From United Kingdom, joined Mar 2004, 2561 posts, RR: 6
Reply 2, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Thanks Ed for your kind words.
I will let you know what answer I get from DL.
At this moment I remain dismayed that such a glitch could happen, but even more so at the lack of attention that my brother got from the airline at JFK. Apparentky he only wished he was dealing with Ryanair -that he has found more useful!And to think that I was rooting for them to fly to my city from ATL...


User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 3, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

This has happened to me before, so I always make sure I have a ticket number in hand and a reciept. It is really stupid how they will give you a "confirmation" (but what the hell is it confirming???) number and a seat number and reminder emails, but no actual ticket.


"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 4, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Summa767 (Thread starter):
I will write a letter to DL, but I would like to know if anybody else has had a similar problem, and what was the outcome.

Why, sir, would you write a letter to Delta if YOU weren't the ticketed passenger? I wouldn't expect a voucher for yourself for a screw-up that you had NOTHING to do with. Using your logic, I could write in to Delta, tell them whatever I wanted (i.e. make up some false travel nightmare), and then expect or ASSUME I got money out of it.

Your entire story has oddities in it that raise reg flags in my eyes - one specificially is the fact that he decided to book his JFK-MDE flight on a Delta website for an Avianca flight to accrue Skyteam credit, which is completely unecessary; that's like saying I booked my SVO-NRT flight on the Delta website because I wanted Skyteam credit, when I could have just booked it on Aeroflot's and received the same credit.

C'mon, man - get real. I see right through this crap.


User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 5, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 4):

If it's the same price, I would always book through the airline in which I will be receiving the credit...just to be safe...there is not really a reason.



"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineNickofatlanta From Australia, joined May 2000, 1488 posts, RR: 0
Reply 6, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 4):
Your entire story has oddities in it that raise reg flags in my eyes - one specificially is the fact that he decided to book his JFK-MDE flight on a Delta website for an Avianca flight to accrue Skyteam credit, which is completely unecessary; that's like saying I booked my SVO-NRT flight on the Delta website because I wanted Skyteam credit, when I could have just booked it on Aeroflot's and received the same credit.

Not unnecessary at all as if a Skymiles members wants to accrue Medallion counting miles for an Avianca flight, they need to book it using the DL code-share flight number. Thus, it is completely logical to go to the DL web-site ...


User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 7, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Summa767 (Thread starter):
to accrue Skyteam useful miles.

Medallion counting miles are not what the author's BROTHER was after.


User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 8
Reply 8, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Summa767 (Thread starter):
will write a letter to DL, but I would like to know if anybody else has had a similar problem, and what was the outcome



Quoting Flynavy (Reply 4):
Your entire story has oddities in it that raise reg flags in my eyes

I agree 100%. This is a bunch of nonsense.

Next.



Tired of airline bankruptcies....EA/PA/TW and finally DL.
User currently offlineSumma767 From United Kingdom, joined Mar 2004, 2561 posts, RR: 6
Reply 9, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 4):
Why, sir, would you write a letter to Delta if YOU weren't the ticketed passenger?

My bro has asked me to write it on his behalf as he has an activity packed holiday and won't be back for 3 weeks.
I will be attaching printouts of the DL emails that state confirmation, seat numbers and check in reminder.

Quoting Flynavy (Reply 4):
Your entire story has oddities in it that raise reg flags in my eyes - one specificially is the fact that he decided to book his JFK-MDE flight on a Delta website for an Avianca flight to accrue Skyteam credit, which is completely unecessary; that's like saying I booked my SVO-NRT flight on the Delta website because I wanted Skyteam credit, when I could have just booked it on Aeroflot's and received the same credit.

The small difference is that Aeroflot is part of Skyteam, and Avianca is not. He thought it best to book on a Skyteam partner code. I hope that the flags in your eyes get better.


User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 10, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 7):
Medallion counting miles are not what the author's BROTHER was after.

How the hell do you know?



"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 11, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Boston92 (Reply 10):
How the hell do you know?

Read his intial post. He said it himself.

NEXT.


User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 12, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Summa767 (Reply 9):
I hope that the flags in your eyes get better.

There's nothing wrong with my eyes. If your brother was so upset over his travel experience he would take the time to initiate a dialouge with the carrier himself. But hey, good luck getting those vouchers for yourself on behalf of someone else.


User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 13, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 11):
Read his intial post. He said it himself.

NEXT.

He said he wanted Skyteam miles. Seeing as Avianca is not part of the Skyteam...it makes PERFECT sense. I bet he wanted to earn KL miles on the flight. How would he earn KL miles on the flight, if he booked it through Avianca? He could earn KL miles if he booked the same flight through Delta though.



"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 14, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Boston92 (Reply 13):
He said he wanted Skyteam miles. Seeing as Avianca is not part of the Skyteam...it makes PERFECT sense. I bet he wanted to earn KL miles on the flight. How would he earn KL miles on the flight, if he booked it through Avianca? He could earn KL miles if he booked the same flight through Delta though.

He wasn't the fare paying customer.


User currently offlineEddieDude From Mexico, joined Nov 2003, 7587 posts, RR: 43
Reply 15, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 4):
specificially is the fact that he decided to book his JFK-MDE flight on a Delta website for an Avianca flight to accrue Skyteam credit, which is completely unecessary

In addition to the medallion miles, perhaps he wanted the 500 (or so) mile bonus that DL gives SkyMiles members when booking through DL.com



Next flights: MEX-GRU (AM 77E), GRU-GIG (JJ A320), SDU-CGH (G3 73H), GRU-MEX (JJ A332).
User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 16, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

This is no different than someone taking a defective product to customer service that they didn't buy, but somehow got ahold of the product's receipt, and expects a refund for a product they didn't buy.

The fact that some of you can't see that is slightly humorous.

[Edited 2007-10-05 16:57:27]

User currently offlineSumma767 From United Kingdom, joined Mar 2004, 2561 posts, RR: 6
Reply 17, posted (6 years 12 months 3 days 8 hours ago) and read 2099 times:

Quoting Flynavy (Reply 12):
There's nothing wrong with my eyes. If your brother was so upset over his travel experience he would take the time to initiate a dialouge with the carrier himself. But hey, good luck getting those vouchers for yourself on behalf of someone else.

He tried having a dialogue with DL at JFK (as I stated at the start, try reading again). But it takes 2 to hold a conversation and Delta staff did not want to know.


User currently offlineFlynavy From , joined Dec 1969, posts, RR:
Reply 18, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

Quoting Summa767 (Reply 17):
He tried having a dialogue with DL at JFK (as I stated at the start, try reading again). But it takes 2 to hold a conversation and Delta staff did not want to know.

Did he get their names?

This post is so completely useless without clarification of why you think you are entilted to anything from a company that you didn't buy anything from. What I'm telling you is that the airline isn't sending you a dime - any airline, DL, UA, CO, AS, LH. If your brother writes in, it might be a slightly different outcome - but you don't seem to understand that.

That is, of course, assuming you actually have a brother. And, assuming said brother actually was IN New York at the time of the supposed "mess up."

Otherwise this just seems like another "Bash Delta" thread.

[Edited 2007-10-05 17:03:58]

User currently offlineSumma767 From United Kingdom, joined Mar 2004, 2561 posts, RR: 6
Reply 19, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

Quoting Flynavy (Reply 16):
This is no different than someone taking a defective product to customer service that they didn't buy, but somehow got ahold of the product's receipt, and expects a refund for a product they didn't buy.

The fact that some of you can't see that is slightly humorous.

You are clutching straws here. The difference is that he did not "somehow got ahold of the product's receipt", but he was sent a receipt for a service that he agreed with Delta Airlines. The fact that DL did not process the payment is a different matter.


User currently offlineEddieDude From Mexico, joined Nov 2003, 7587 posts, RR: 43
Reply 20, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

Quoting Summa767 (Thread starter):
I am hoping that DL will at least offer vouchers for another flight to cover the extra expense, even if that won't repair the stress.



Quoting Flynavy (Reply 12):
good luck getting those vouchers for yourself on behalf of someone else.

Chris, can you show us where exactly in his post Summa767 says he wants vouchers for himself? The sentence "I am hoping DL will at least offer vouchers for another flight to cover the extra expense..." does not imply Summa767 wants them for himself. I think it is clear to the reader that Summa 767 is writing a letter on behalf of his brother and that the vouchers should be issued to his brother, and not to anyone else.



Next flights: MEX-GRU (AM 77E), GRU-GIG (JJ A320), SDU-CGH (G3 73H), GRU-MEX (JJ A332).
User currently offlineSumma767 From United Kingdom, joined Mar 2004, 2561 posts, RR: 6
Reply 21, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

Quoting Flynavy (Reply 18):
Otherwise this just seems like another "Bash Delta" thread

I had not read such threads. For the record, I have been an admirer of DL's expansion overseas, and especially in Latin America. I have been looking forward to their move to LHR too, and had hoped to fly them.

My bro's experience, and the reactions from that side of the Atlantic over his predicament have fallen like a bucket of cold water.


User currently offlineMPDPilot From United States of America, joined Jul 2006, 993 posts, RR: 0
Reply 22, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

Quoting Flynavy (Reply 18):
This post is so completely useless without clarification of why you think you are entilted to anything from a company that you didn't buy anything from. What I'm telling you is that the airline isn't sending you a dime - any airline, DL, UA, CO, AS, LH. If your brother writes in, it might be a slightly different outcome - but you don't seem to understand that.

I am pretty sure he want to get the miles or voucher for his brother not himself he is just writing the letter. that makes sense as well. I am on vacation and I have a brother that knows something about the airlines I would much rather him write it than me. I will also add I think that the response will probably be "your brother needs to contact us and then we can arrange compensation" But I don't see anywhere where he asks from anything he says he is going to write a letter. Sounds perfectly logical to me.



One mile of highway gets you one mile, one mile of runway gets you anywhere.
User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 23, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

Quoting Flynavy (Reply 16):

Stop changing your story. First you called him a liar because his brother booked on Delta.com, but since you found out that it was legit, you are embarassed, and are now bagging on him because you claim that he wants to write a letter to get vouchers for himself, which he never said. Then you make stupid metaphors like:

Quoting Flynavy (Reply 16):
someone taking a defective product to customer service that they didn't buy, but somehow got ahold of the product's receipt, and expects a refund for a product they didn't buy.

He simply wants to write a letter on his brothers behalf. No wrong-doing there.



"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineWorldTraveler From , joined Dec 1969, posts, RR:
Reply 24, posted (6 years 12 months 3 days 7 hours ago) and read 2099 times:

There are alot of pieces of this story but the bottom line is that no company - in any line of business - will provide the products or services that were purchased if the form of payment is faulty. You haven't provided all the details, but the fact that there are 3 countries involved raises the possibility that the card was not acceptable for an itinerary that as far as DL or AV was concerned originated in the US. Also, if the billing address didn't match what was provided by the customer, the charge will be rejected. Even though we live in a global world, money does not move freely around the world.

Neither do contacts... although you say DL never contacted you, were they aware that your contact for a NYC originating itinerary was actually in Europe? A form of payment problem would be something they would contact you by phone for, not by e-mail.

And finally, it is highly likely that DL could not have sold another ticket after the original form of payment was rejected and the space released. Some codeshare arrangements are based on inventory which is returned to the operating carrier within a certain time before departure.

While I'd like to be sympathetic, the elements of this story say that this was a complicated transaction that could and very well would have happened on many airlines - and alot of other companies too.


25 MPDPilot : But he was contacted, saying "Check-in for your flight" and he was told that he was going to fly. Judging from what was said and I don't know the tru
26 EddieDude : Well, if I am not mistaken, one can pay for a DL ticket at DL's website with a credit card issued by a U.S. bank, a U.K. bank or a Colombian bank, so
27 Summa767 : Yes, I have seen DL's emails, and the fact that the address is in the UK is clear, the amount is in British Pounds too. Even if I go in DL's website
28 WorldTraveler : These are e-mailed notices.... I'm not sure they audit every aspect of an itinerary, including all of the ticketing fields. or used a credit card tha
29 Summa767 : As an international airline, I don't see why Delta they would not go for "this type of transaction". I am baffled that one should be skeptic for usin
30 NG1Fan : Slightly off-topic: I had a reservation with CX - reservation only, no payment yet, and the return leg was still waitlisted. Still, the Marco Polo po
31 Maddog888 : I think the problem here is a non-US card on a US website. I go the the USA 3-4 times a year and regularly have problems arranging travel whilst in t
32 NW747-400 : I'm sort of curious as to how your brother received a notification to check-in online for an international flight. International flights require airpo
33 JGPH1A : The "confirmation" is the confirmation that space has been booked and is held with confirmed status. This does not mean that the booking has been pai
34 Tango-Bravo : Code-share fraud strikes again!
35 Caspritz78 : That can really happen but every good online booking system will give you an error message when checking the credit card. Credit card information are
36 JGPH1A : No they don't - they just check that the billing address is a US address, if they check at all. I used to just give my brother's address in the US as
37 WorldTraveler : Airlines all over the world regularly sell tickets in other countries but they determine where you are based on the selection you make as to what cou
38 Tango-Bravo : Legal, unfortunately yes. Fraudulent nonetheless; regardless of "operated by Avianca" disclosures, to put a DL flight numbers on a flight itinerary t
39 JGPH1A : I'm not arguing with you on that score - codeshare is an outdated and useless concept that wilfully decieves the passenger into thinking they are buy
40 Post contains images Tango-Bravo : Although I would argue that codeshares were a legalized scam from day one, meaning that, technically, it cannot be outdated since a new concept, bad
41 USFlyer MSP : You've obviously never tried to book a domestic flight in Brazil or Russia with a foreign CC. I can tell you that it is a complete PITA. In fact, in
42 Reggaebird : Definitely not a USA specific problem. Try using a USA-issued credit card online to pay your British Telecom phone bill for your apartment in the UK
43 Post contains images Reggaebird : I think that we are missing something obvious here. It is the responsibility of the passenger to ensure that all documents (tickets, passports, visas)
44 EddieDude : I am not surpirsed. I have been able to check-in online for a BA MEX-LHR flight without any problem. At the airport, I just had to drop my bag at a d
45 Summa767 : Which he had! Or if it was not, it was extremely misleading: It had an alphanumeric reference number, the itinerary, seat numbers and fare paid! It a
46 Post contains links Reggaebird : Ah!!! Finally, we get to the crux of the issue. When you said, "Which he had! Or if it was not, it was extremely misleading", you confirmed my origin
47 Summa767 : I just read the correspondance emails again. The subject heading reads: Your confirmation and itinerary. It did not say anything about waiting for a
48 CyberUAL : Like other posters stated, i think your brother received an itin only email. Do you see a ticket number anywhere like 006 XXXXXXXXXX? If it didn't tic
49 Post contains images Reggaebird : _____________________________________________________________________________________________ UNPAID RESERVATION EMAILS HAVE A SUBJECT OF "DL ITINERA
50 Flynavy : And we have a winner, folks. The author of this post even stated that the payment for this itinerary never was processed... So, let me get this strai
51 Summa767 : No, read again. It is not difficult. He had not got the credit card statement at that stage, but had provided Delta with the credit card information
52 Summa767 : The mail header says "Your Confirmation and Itineray" With no mention about it not being a recepit or the requirement of one. The subject line is : "
53 Reggaebird : Funny that! I bet there was a charge for the taxes on the FF award ticket though. As for your belief that "DL have the aurthority and required inform
54 Post contains images SandroZRH : The arrogance of some people on here never cease to amaze me, get over yourself you clown.
55 Summa767 : Yes! Which KLM's booking system managed without a hitch, as one would expect from the reliable airline.
56 Post contains images JGPH1A : Or a reliable booking system - DL take note...
57 PlanenutzTB : I can relate to the OP regarding this issue with DL reservation system. I had a similar problem last year with tickets purchased through DL for their
58 Reggaebird : Absolutely. And any reliable airline dealing with reasonably intelligent customers can provide said customers with the appropriate ticketing assuming
59 Reggaebird : Why would you buy a one-way ticket from LAX-SVO and then pay for the other half with skymiles when it costs the same number of miles if you go on-way
60 SandroZRH : Actually, thinking of it, it happened to me aswell. I booked a ZRH-HEL roundtrip on AY on one of the last days in January, and didn't notice that my c
61 Reggaebird : I would think that the way to deal with such situations is to make sure that they don't occur in the first place. An efficient airline would have ide
62 Tango-Bravo : A word to the wise: until one can see a 13-digit ticket number attached to their confirmed reservation, whether viewing the trip details/receipt onlin
63 JGPH1A : Are these failures due to card / payment authorisation problems or problems within the pricing/ticketing application itself ? It is odd that the onli
64 Summa767 : Thanks very much for the tip. Definitely worth knowing. Once once has booked successfully with a particular airline, one gets to know the procedure f
65 HAMAD : very simple. the vouchers will be in his brother's name
66 Tango-Bravo : It can be either, although I would estimate that 97% of the time it is failure of the credit card number given for purchase being approved for the am
67 Analog : No, it's like a store letting someone walk out with a piece of paper that looks like a credit card receipt for a back-ordered item, and then coming b
68 PlanenutzTB : Reggaebird please re-read my post I arranged TWO RT (Round Trip) tickets through Delta, one free and one on my CC (credit card). Delta's reservation
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