Thoughts and options?

[hutch]

Hello,

Interested to know your thoughts...

I booked a Delta flight (DL Code) from Vancouver to Chicago (via Calgary) operated by WestJet. The flight is booked for September, is in economy (non-flex) and booked through Helloworld.

This flight left Vancouver 10:00am and arrived into Chicago just before 6pm.

I received notification yesterday of a flight change. It appears that Delta is no longer codesharing with WestJet and they have moved me to a Delta flight (via Minneapolis). This flight departs at 6:40am and arrives at 2:30pm.

I accept that flight times change. But moving a flight 3hrs20mins earlier on a Sunday morning lacks appeal... plus it becomes more of a hassle. The 6:40am flight is probably too early to comfortably catch the skytrain, so it adds some cabs costs... plus it just ruins my Saturday night. If we are talking an hour or 2, I'd just live with it.

Now, the WestJet flight is still flying to the same schedule. I asked the TA to ask Delta if they will refund the ticket, with the intention of rebooking on WestJet. Delta refused.

I asked if I could move to later flight that day (even though this flight arrives into Chicago much later). Advised no other options.

Do I have any other options? Assuming I ring Delta directly and try the TA again, could I do a cc chargeback? Or should I just suck it up?

 

[BAM1748]

If you don't mind me asking, how much was the ticket? I'm pragmatic these days about what I spend my time doing.

Matt

 

[hutch]

Just over $300AUD

 

[Boca68]

I think your options are limited.

But, saying that, getting to YVR is probably about as easy as you get. Yep, skytrain it might be pushing it for time, certainly not impossible, depending on where you are in Vancouver. But, it is a short taxi from downtown.

I think a $30 to $40 taxi ride, overrides cancelling the ticket (which seems your only option)

You could try the HUACA method (hang up and call again). might be worth a shot. Failing that, suck it up and get to YVR at 5:30am.

 

[flyingfan]

I had a related problem in the other direction - DL going to YYC and they changed the flight time enough to make me really uncomfortable about making my connection. I rang DL and they instantly changed the supposedly non-changeable flight without question. Their clause says if the change is more than an hour they would do it but even though the change of time on my flight was less, I still wasn't refused.

So at least HUACA, the worst that can happen is they say no again but it seems it's not an inviolable rule.

Also have you made sure your VA # is in the booking? Any status might give you a bit more leverage.

 

[hutch]

Thanks for the feedback. I don't have any Virgin status unfortunately.

As for some further information. I rang Delta directly today, advised the situation and sought advice on options available. Their advice that due to their schedule change, they offer:

-a free flight change to a flight the same day or a day either side
-or a refund

This seems like a fair and reasonable policy. So credit to Delta.

Delta advised that it appears that Helloworld has accepted the flight change, hence why the refund was rejected.

I have since called back Helloworld and advised them of the above. I'm waiting on a supervisor to call me back.

Also, I had another lot of Delta flights rescheduled (on my way to Vancouver). These were booked on Virgin velocity points. This changed resulted in me arriving in Vancouver several hours later. I could have lived with it, but rang Virgin to see if there were other options. Got re-routed through Minneapolis rather than Seattle and now arriving at basically the originally planned time.

Whilst it took a little while for Virgin to rebook, it was a painless experience and what I expect when the airline initiates a change.

 

[MEL_Traveller]

Hutch - as soon as I got half way through your post I pretty much figured what had happened. The DL policy would be exactly as they told you - but the agent is the one not wanting to help you.

 

[hutch]

Hutch - as soon as I got half way through your post I pretty much figured what had happened. The DL policy would be exactly as they told you - but the agent is the one not wanting to help you.

@Mel_Traveller, Basically true!

As an update to the above, Helloworld has now agreed to a refund (is coming supposedly, but is yet to arrive) . I will still not be booking a flight with them in the future. I digress...

In my previous post, I mentioned I was waiting for a supervisor to call me back. Well, that phone call came at 11:57pm AEST (yes that's not a typo, 11:57pm). I obviously missed this call, but received an email 8 minutes later stating words to the effect of "we tried calling, we won't be refunding as it's a minor schedule change". Great service guys!

I contacted Delta back the next morning, to clarify policy. Delta confirmed if the flight moves more than 90 minutes:

-a free flight change to a flight the same day or a day either side
-or a refund

Delta agent advised to get TA to call through as they are happy to relay policy to helloworld.

Put this in my email response to Helloworld and rang them to confirm I wanted someone to respond to they email when they get a chance.

Anyway, received a email response a few days later:
"Please be advised that with your due permission we have reached out to Delta Air Refund desk and requested for the cancellation and refund of your tickets.Please be advised that as per Delta, refund may take place within 7-10 business days."

Okay, well thanks for your proactive service (sarcasm). Then received another email a couple of days later.

"We wanted to let you know that we have submitted your refund request to Delta Airlines.

• Record Locator -

If the airline approves your refund, it will take an average of 45 days to process the refund to you. We will send you an e-mail once the airline has confirmed the final status of this request"

No one really knows what's happening at this company. 45 days to process a refund suggests they have very efficient processes.

Anyway, found a direct flight on United from Vancouver to Chicago for only $20 more. "Why connect, when you can fly direct?" (see what I did there??) Plus the flight leaves at 1:40pm. So I have booked that, and yes I booked it directly with the airline. I have never flown United or Delta, so at least I can say I've been there and done that (I know I shouldn't be excited).

Maybe my refund will arrive one day.

As an aside, found the head office of Helloworld is based in Sydney. Sent a letter via express post to the CEO (got really cranky about that phone call!) and have not heard a response... I understand letter response time is 60days