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Changes To Delta.com Reservation System?  
User currently offlineJmhluv2fly From United States of America, joined Dec 1999, 559 posts, RR: 0
Posted (6 years 4 months 3 days 18 hours ago) and read 2964 times:

I booked travel on DL about a month ago for travel in September this year PNS-SEA, and I do understand with the increase in fuel cost schedule changes are sometimes necessary.
I checked my skymiles trips yesterday and saw where schedule changes had occured.
The ATL-SEA and SEA-ATL segments were downgraded from 763 to 757. I understand the changes in schedule and equipment but I take issue when a good seat selection on the 763 is suddenly changed to poor seat (in my judgement) all the way in rear on a 757. And it seems, which brings me to the main point of the post that Delta has taken away the option of changing seat selection.
I have been given a seat in row 39 on the 57 and Im not able to view the seat map, or make any changes, when I click on "Add/Edit" a window apears for MAAS (specials) options.
Are we no longer able to change seats on DL.com?
Thats one of the big competitve advantages I favor with Delta.
I emailed Delta.com.
Any thoughts or opinions.
Thanks,

JMH-Pensacola, Florida.

14 replies: All unread, jump to last
 
User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 1, posted (6 years 4 months 3 days 17 hours ago) and read 2929 times:

Previous seat selections always go out the window in case of equipment changes, or even configuration changes with the equipment staying the same.

Whether or not you like the new seat that's been assigned to you is, in those instances, unfortunately not a priority for the airline - at least they've reassigned a seat to you, instead of simply telling you to get your seat assignment at check in.

Just consider the fact that even if you do have a confirmed seat reservation, regardless of where you made that reservation (web, travel agency, reservations hotline), the reservation can be changed at any time - just as it has happened to you now.

The one thing, however, that I do not understand is this: why don't you simply call them? Sending an eMail is one thing - but when and how that's replied to remains to be seen... if you call them, you've got your reply within minutes. Why the seeming reluctance to go down that route?

Admittedly, airline callcenters are, in most cases, the last place you should contact in case you want to book something - most of the callcenter agents that I've had the dubious pleasure of talking to within the last years seemed to have no idea that they were even working for an airline (or had no clue what an airline is), didn't know anything about the fares, or the product that they were supposed to be selling... but in cases like this, I'd call them nonetheless.



Smile - it confuses people!
User currently offlineJmhluv2fly From United States of America, joined Dec 1999, 559 posts, RR: 0
Reply 2, posted (6 years 4 months 3 days 16 hours ago) and read 2908 times:

Leskova,
I do appreciate your response and insight; Its not that I am reluctant to call delta, I do intend to if the issue is not resolved via email within a few days. Im not exactly pressed for time, as my travel date is not till mid September; however it does bother me that an airline will place a pax three rows from the rear of an airplane where 23 rows of seats ahead of that seat are available for seat selection, at the very least give me an option to change my seat.
Seat selection has always been a favorable option with Delta where no problems have ever been experienced before.
Other issues to be concerned of, my father is traveling with me on a sky miles ticket on a different reservation, where we were once seated together, who knows where he is now. I just think in the land of competition, its not considerate to seat your customer who booked four months in advance in the rear. Are they obligated to give me another seat assignment when equipment is changed? When you gave me the option of seat to selection to begin with, I do believe so, yes. It cost the airline no more for me to sit in row 12 then it would for me to sit in row 39, where all the rows in between with the exception of the exit rows are available for selection. So far the experience is creating a negative impression.

P.S. In most case when I contact Delta by phone, both day and night, you reach an agent from Egypt who cannot begin to speak English well.
Thus email becomes first point of contact then I opt for the phone.

JMH-Pensacola, Florida


User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 3, posted (6 years 4 months 3 days 15 hours ago) and read 2891 times:

Michael,

in principle, I agree with you - I've had similar things happen to me, being reseated from row 4A (1st row in Y) on an Austrian flight back to FRA to seat 20something-E... second-to-last row, middle seat... in plain English: it sucks.

Unfortunately, as I've stated above, the airline plainly doesn't care at that point - they just need to reaccommodate passengers to wherever they've got seats available instead of leaving them at the airport waiting for the next flight... in my case, they had increased C-Class from 3 to 6 or 7 rows, so I had to be put somewhere else. At that point, I was annoyed on the one hand, but was glad as well - they could have just bumped me off of the flight as well.

I've also gone through the scenario where, a day before departure, I was given a written confirmation by an airline that the seats I had booked for my girlfriend and me were, indeed, still assigned to our reservation - the next day, at the airport, we were told that there was no seat-reservation in the PNR, and never had been... too bad for them that I entered the seat-reservation into the PNR myself, directly in Amadeus, and had received a confirmation both from the airline's host itself (this was OS again, so I'd say the host is Amadeus as well), and I still had the letter from the airline's own agent from the day before... suddenly they found our seats again...  Wink

As for seating you in the rear - the strange thing that I've been seeing while checking in on either LH or LX (my most frequent carriers) is that the seat assignments their system throws out as a recommendation at first seems extremely random: I often get a seat suggested to me in rows that already have both other seats occupied (in a 3-3 config), while other rows are still completely empty. But I guess that's simply the airline's system trying to make optimal use of the seats on board, while ignoring the preference for comfort that most of us still have.  Wink

Especially reading that you're travelling with your father, I'd really suggest you call them - wasn't DL the airline where, for a charge (instead of a toll-free line) you could speak to an agent within the US? Or was that another carrier? Nonetheless, before you try to sort that stuff out by eMail, I'd really recommend the phone here - even if that does end you up with a call to someone in Egypt or elsewhere, with limited command of English.

In any case - best of luck, hope it works out well and you get decent seats for the both of you.

Regards,
Frank



Smile - it confuses people!
User currently offlineAA737-823 From United States of America, joined Mar 2000, 5873 posts, RR: 11
Reply 4, posted (6 years 4 months 3 days 15 hours ago) and read 2868 times:

I didn't bother to read your dialogue with the above replier, so pardon me if this has been answered, but I don't think it has.

You can definitely still access seat assignments on delta.com.
I've done it just today, though I elected not to change my selected seat.

Under "itineraries & check-in" put your first and last name, PNR number, and go. It takes me to my itinerary, and down the page, I can view or change seat selections.
I don't know why it wouldn't work the same way for you.


User currently offlineAA737-823 From United States of America, joined Mar 2000, 5873 posts, RR: 11
Reply 5, posted (6 years 4 months 3 days 15 hours ago) and read 2862 times:

Also, Delta's call center is in India, not Egypt. Come on, get with it, man!  Smile

Anyhow, I believe if you'll dig long enough on their website, it will warn you that seat assignments will not necessarily be honored. The disclaimer is out there.
It's odd, the downgrade... I know that Sept 1 they're still flying a 763 ATL-SEA as I nearly booked it yesterday.

Yeah, I just checked, flights 1051 and 1057 are definitely still listed as domestic 767-332s, through September 15th anyway, that's what I checked.


User currently offlinePilotboi From United States of America, joined Sep 2007, 2366 posts, RR: 9
Reply 6, posted (6 years 4 months 3 days 9 hours ago) and read 2758 times:



Quoting Jmhluv2fly (Reply 2):
P.S. In most case when I contact Delta by phone, both day and night, you reach an agent from Egypt who cannot begin to speak English well.

It's true, sometimes you can not understand people over the phone, reguardless of where they are from. Even perfectly speaking English people can be hard to hear/understand. But this is typical now a days for any company and we just have to get used to it. If you don't understand something, just ask to repeat it.

I've called many times and actually a majority of the times I've gotten someone that clearly speaks English as their first language. So you never know.

Quoting AA737-823 (Reply 4):
You can definitely still access seat assignments on delta.com.
I've done it just today, though I elected not to change my selected seat.

Under "itineraries & check-in" put your first and last name, PNR number, and go. It takes me to my itinerary, and down the page, I can view or change seat selections.
I don't know why it wouldn't work the same way for you.

Not always. I've had a flight booked for August (Oshkosh baby!) since April and it's been changed more times then I can remember. Almost every time there was a significant enough change that it would not let me pick new seats. I had to either call reservations, or see someone in person (ticket counter at your airport, which is easier for me because I can just talk to an agent at work :-P).


User currently offlineLudavid777 From United States of America, joined Jun 2001, 206 posts, RR: 0
Reply 7, posted (6 years 4 months 3 days 7 hours ago) and read 2679 times:



Quoting Leskova (Reply 1):
Previous seat selections always go out the window in case of equipment changes, or even configuration changes with the equipment staying the same.

Also, just FYI for "generic seat selection", meaning the system automatically selecting your seat: (unless you are Elite)

Delta - (Deltamatic) automatically assigns seats from back to front
AA - (Sabre) has a sequence, jumps back and forth rows filling up seats throughout the aircraft.
US - (Shares) Assigns from front to back
UA - (Apollo) Front to back
CO - (Shares/Sonic) Sequence
NW - (Worldspan) front to back.

A bit more infor that you care to know hehe  Smile


User currently offlineAcey559 From United States of America, joined Jan 2007, 1537 posts, RR: 2
Reply 8, posted (6 years 4 months 3 days 7 hours ago) and read 2666 times:

I'm flying MLI-MUC in November and my flight out of MLI was changed and I had almost the same problem. All I had to do was call the reservations number for SkyMiles members and I was on the phone with an American in less than a minute. He got everything taken care of, and even rebooked me on the 11:00AM (I was automatically rebooked for the 5:50AM flight) without a single question and no charge. If you don't get an answer soon, I'd suggest calling, it may help much more than waiting for your email.

User currently offlineAA737-823 From United States of America, joined Mar 2000, 5873 posts, RR: 11
Reply 9, posted (6 years 4 months 3 days 6 hours ago) and read 2610 times:



Quoting Pilotboi (Reply 6):
It's true, sometimes you can not understand people over the phone, reguardless of where they are from. Even perfectly speaking English people can be hard to hear/understand. But this is typical now a days for any company and we just have to get used to it. If you don't understand something, just ask to repeat it.

That's all pie in the sky there, buddy.
Seriously- I wasn't joking- Delta's call center is IN INDIA. I'm not being stereotypical.
And NO, I don't "just have to deal with it" when I can't understand your customer service rep. YOU the BUSINESS have to deal with my frustrations and letters of complaint.
Just asking them to repeat it is like asking a nuclear physicist to 'just repeat it'. It doesn't matter how many times, you're not going to get it.


Back on topic, I didn't realize that when the EQ swap, they lock out seat selection. Odd!


User currently offlineGjsint172 From United States of America, joined Aug 2007, 64 posts, RR: 0
Reply 10, posted (6 years 4 months 3 days 2 hours ago) and read 2543 times:

My experience has been that when there is a schedule change and / or equipment change that I have to call to get the 'record' cleaned up. Once that is done the seat change option returns.
Cheers
GJSINT172


User currently offlineAlitalia744 From United States of America, joined Mar 2000, 4753 posts, RR: 45
Reply 11, posted (6 years 4 months 3 days 1 hour ago) and read 2516 times:

Call SMS and have the record cleaned up and you'll be able to re-select your seat if it's an issue.


Some see lines, others see between the lines.
User currently offlineJmhluv2fly From United States of America, joined Dec 1999, 559 posts, RR: 0
Reply 12, posted (6 years 4 months 2 days 21 hours ago) and read 2436 times:

Thanks for all the replies. I heard back from DL today via email; part of what they had to say:

....."Whenever there is even a minor schedule change, the original ticket has
to be revalidated. Until the reservation is updated to reflect the
changes, any seats associated with the flight will show as "not
confirmed" even though the seat numbers may not have changed.

To revalidate your ticket and to check the available options, it will be
necessary for you to contact our Reservation Sales Department at
800-221-1212, 404-765-5000, or the number on the back of your SkyMiles
card. A representative will be glad to assist you.".....

So, I will do as instructed, but one thing I think they may want to consider in the future is notify the passenger by ethier phone or email, to inform of schedule change (If I had not checked I would have never known) and advise pax an extra step is needed to "revalidate" ticket.
I have worked in the airline business before, I worked for FL, and I dont remember things as complicated, I suppose it was four years ago and a different type carrier, but I still think when the airline makes a decision to change a schedule, they should chage everything for the pax and give them the opportunity to change seats/flights if they wish.
As the new schedule stands now, on our return trip we now have only 25 mintues to connect in ATL to DL 829, if the SEA trip is delayed at all, we will miss the last PNS run of the day.
So hoping we can change return flight to the 11:55am flt. versus the 12:55 which we are presently on, before the connection time was 2 hours.
We shall see how things go.
Thanks for responses.

JMH -Pensacola, Florida.


User currently offlineRwSEA From Netherlands, joined Jan 2005, 3108 posts, RR: 2
Reply 13, posted (6 years 4 months 2 days 21 hours ago) and read 2432 times:

Delta is notorious for constantly changing their flight schedules. It's really annoying in my opinion because often it will look like you've lost your seat assignments. Plus, I've had several instances where the schedule changed, a connection became impossible, and I had to overnight somewhere as a result.

The SEA-AUA trip I've booked for later this year has already changed about 5 different times (practically each week by a minute here or there) and has lost all 763s with a downgrade to 757s on each sector (yuck!).


User currently offlineDeltAirlines From United States of America, joined May 1999, 8906 posts, RR: 12
Reply 14, posted (6 years 4 months 2 days 20 hours ago) and read 2401 times:



Quoting Alitalia744 (Reply 11):
Call SMS and have the record cleaned up and you'll be able to re-select your seat if it's an issue.

That's what I've always done and it's never been an issue - normally a quick call where the agent types a few keystrokes and everything is back to normal.

Fortunately, it's become much less of an issue in the past few months with delta.com being a lot faster at updating schedules. I haven't had to call SMS for an issue like that in several months (only time I called SMS in the past 4 months was to book an award ticket the other day).


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