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spoke too soon - Delta Rant!
GRRRRRRR!
After my Delta rave from last week I knew it was too good to be true . . . DH's miles were merged without issue and we are sitting on them waiting for my miles to come through before booking the flights . . .
Waiting waiting waiting . . .
I decided to call and turns out, Delta CANNOT and WILL NOT merge my accounts without me faxing in my marriage certificate and a formal request.
WHAT?!?!
Plus it can take up to 7 days for everything to go through!
Gee, I wish I had been told this a week ago when I called (ok, so really 5 days, but close enough) - because I could have done all of that and maybe by now, book my tickets - which are increasing in prcie!
So I spoke to a supervisor because I think it is awful that someone (ahem, Holly) didn't tell me a key piece of information that could end up costing me hundreds of dollars. She said her hands were tied and it was an identity theft/fraud prevention procedure that requires them to verify - even though my names are soooo close. Apparently one account has my birthday and one does not and they have different emails so even though the names are similar there is enough different/missing information that they will not process the merge request without additional proof.
Are you effin kidding me?!? I told the woman that I had submitted a positive comment in regards to last week and felt that now, with this new information, I should - and will - go back and submit a complaint!
So I will be racing around this afternoon getting things together so I can fax everything over to them and then hopefully by Thursday things will be processed to the point where I can call them back and complete the booking over the phone - because apparently once the process gets that far, they have special access to things that I don't online.
and yes, our flights are going up in price! DH's will still be free, and mine will still be discounted, but it is the principle of it all! GRRR
Re: spoke too soon - Delta Rant!
I had a nightmare situation with them last week. I think they suck @ss! I spent about 6 hours trying to figure out how to transfer miles and how to change my name.
Finally I had a nice man help me out and with our frequent flyer miles we got 2 tickets for Jamaica for free and we are flying first class on the way back. After several hours on the phone and being disconnected twice I finally got what I needed.
I had to fax my name request as well... Very annoying.
Wow - Who did you speak to?! That is amazing - good for you! If you don't mind - what did you say/complain of that got you that kind of treatment?
If I call on Thursday and things have not progressed and I going to demand some sort of compensation.
oh - and I tried to send a complaint on Delta.com and guess what!? After writing it all out and clicking "send" - I get a message that their "system is experiencing turbulance", so my complaint was probably lost. I don't have time right now to write it out again, but it seems funny that my raving compliments last week went throught without difficulty but my complaints hit "turbulance."
The bolded part made me LOL! Sorry!
I unfortunately don't remember his name. I know he had some kind of an accent. He didn't really give us a deal as the reason we got first class is because it is a red eye flight most people wouldn't want. He did allow us to use a voucherwe had towards all the fees and taxes so that did save is $140. So that was awesome.
I did try to sound very nice even though I was VERY angry and I kept saying thank you even when he put me on hold for 20 minutes.
Maybe just try and speak with someone and see what happens? Sometimes that is the only thing that will work. It stinks that you were given incorrect info to begin with.
That's really unfortunate that they didn't give you the correct answer/info the first time you called. And that flights continue to go up. Hopefully they'll give you a discount or extra miles or something.
I read your first post and I was honestly surprised that they were able to change your name over the phone and merge the accounts. When I changed my name in January I called and they told me I had to mail in my marriage certificate, due to 9/11 and the changes that the FFA has made to security since then. Because your frequent flier number is tied to your identity.
When you really think about it, it shouldn't be as easy as a phone call to change something as big as a name when it comes to flying. I feel safer knowing that there are checks and balances in place, it just sucks that they didn't tell you that right off the bat. They could have avoided all of this and still had a happy customer.
Good luck!
I hate Delta.. I'm sorry your rave turned into a big fat rant.
I tried to book flights using half miles/half pay fare - we used to do that with NWA all the time. Delta only allows it if you use the DELTA AMERICAN EXPRESS card to pay. If you use a business AMEX - Nope. If you use a VISA - Nope! If you use a Discover card - NOPE! Only the Delta AMEX qualifies you to use half miles/half payment. How ridiculously frustrating!
I've been dealing with the name change stuff - I send my paperwork in via fax, they didn't accept it, then I mailed it and it was over the NWA/Delta merger and they "lost" my info, so I still don't have a proper frequent flier number with them. Irritating. It was easier to change my name on my credit card than it has been to change my frequent flier number.
jack | born 9.13.12 at 40w4d | 9 lbs 12 oz | 23 in
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ARGH! You are right!! Damn, I missed that little tid-bit when I was researching! A friend mentioned it to me last weekend but I was all "no, they can't do that - they've never done that" - but yes, indeedy, they do!
Crap! Well, I guess I won't be using my miles to get a discount because I really don't want to sign up for a stupid credit card!
So pretty much unless you have enough miles to fully purchase a ticket, you can't use them for anything. That is so stupid . . .
But on the bright side, now that I can't use my miles to pay for part of the ticket, I guess I don't have to run around trying to gather and fax all my info to them before I can book a ticket . . . a small ray of sunshine in an otherwise black and ugly Delta sky!
Oh, I totally understand the precautions and justifications, but I am a bit annoyed that the C.S. Supervisor said "if your accounts both had a birth date then maybe we could do something since your address matches and your name is essentially the same (maiden name + married name)." So pretty much, I am being put through this hassle because their old World Perks program never asked me for my birth date and their new system did - thus creating and inconsistency over which I had no control? It is flaw in their system and the customer is penalized for it? Great business practices . . .
Plus, I really wouldn't mind if I had been told this when I called - or soon after. But instead I waited a week thinking I'd get an approval email (my husband got his the next day) and during that time my flight price went up. Plus - and this is just bad policy/practice - the supervisor told me that Delta does notify you when your name change has been processed or if there is an issue with its processing - so I'd have to call back to check on things and move ahead with the merge.
I really resent misinformation.
Oh well - it doesn't matter now since they do indeed have the idiotic policy of requiring you to have their Amex card to use miles as partial payment.
/////Deep breath and moving on//////
This is why I don't fly anymore. It's so much easier to get in the car and go.
Hopefully your trip will be fabulous and all the unpleasantness will just fade away....
Thanks!
I would actually LOVE to drive out to CA but time doesn't allow . . . maybe someday!
We booked the tickets tonight - mine at full price, DH's with his miles, so still not too bad and better than our original plan. PLUS we decided to spend an extra day and get the red-eye back. It will be torture for me as I am still hoping to get in a full day's worth of work, but it will allow us more time to explore and have fun - which we need! Yay!