So there I was, excited that my Delta reservation to Kilimanjaro in business was finally confirmed. After months of trying, I thought I finally had it. Then I received the confirmation email and to my surprise it showed the following:
What’s this, why is the AMS-JRO showing main cabin? I called up Delta and the agent initially tried to tell me that Main Cabin meant first or business because the letter ‘X’ was code for those class tickets. I asked if she was 100% sure. She put me on hold and asked her help desk. Sure enough, it was economy. Annoyed, I told her I would cancel the ticket online and bid her goodnight.
Then this happened:
What is this? I assumed there was a 24 hour cancellation policy. I know from my experience with AA, once you take the reservation off hold and ticket the reservation, then cancelling the ticket any time thereafter will result in a cancellation fee. I’m well aware of that rule but this is not the same set of circumstances. I assumed that Delta’s computers were too stupid to know that I had just booked this ticket and was eligible for a full refund so I called Delta back. I was on hold for over an hour and finally spoke to an agent who cancelled the ticket and redeposited the miles.
I asked the agent to clarify what the policy is for award tickets cancelled within 24 hours. Here is what the agent told me: It is risk free so long as it is cancelled by midnight the next day. She confirmed that there was a computer issue with my reservation.
- Never trust Delta’s computers.
- Cancel over the phone when you get the chance. I wasted half an evening dealing with this and experienced the entire spectrum of emotions.
- Follow your booking protocol: I had searched this route so many times, confirmed that it was all in business, only to get ‘ticket unavailable’ when I pulled the trigger. This time, I didn’t expect that it would work and did not double-check the cabins on each leg. Now I know why it went through.
Here is the value of the ticket I thought I would be getting.
In the words of Diddy, “Time to move on, time to be strong.”