Delta’s New “Award Calendar” Trick – Improper Mileage Crediting

Perhaps Delta is taking a cue from their award calendar that’s been broken for years now…instead of fixing it, let customers suffer with higher award pricing, increasing profitability for the company. In much the same tone, I wrote last week – Warning – Check Your DL SkyMiles, Errors in Postings Last 2 Weeks! – in which Delta claims their database went down for two weeks preventing some customers from receiving their medallion bonus miles. Despite the faults of the SkyMiles program, Delta’s customer service and on-board product is usually top notch. Unfortunately, my customer service experience the last three weeks has been anything but top notch. After getting the run-around, I found an agent who seemed to know what happened and told me to expect a correction in 5-7 days. When that didn’t happen, I tweeted Delta Assist who said the miles would be credited in 24-48 hours. When that failed to occur, I responded back to Delta’s original email for further clarification. The responses I’ve received are baffling. Agents completely misunderstanding the situation, making up their own rules for bonus miles, not reading the prior messages, and sending canned responses about the benefits of the medallion program. As of today, the miles have still not posted. See this perplexing email trail (newest to oldest):

Dear Mr. Point Me to the Plane,

Thank you for your recent email providing additional information.

I understand the confusion.  Here is a link to delta.com that covers your situation. http://www.delta.com/content/www/en_US/skymiles/about-skymiles/medallion-program/medallion-benefits/terms-conditions.html

In order to receive the Medallion mileage bonus, a member must earn Medallion status through either the required Medallion Qualification Miles (MQMs) or Medallion Qualification Segments (MQSs).

I hope I have been able to resolve your concerns. Your support as a Medallion member is important to Delta, our Connection Carriers, and SkyTeam partners. We look forward to your continued patronage.

Sincerely,

Medallion Desk

Original Message Follows: ————————

Hello,

Thanks for your response, however this is not accurate. Please check all my other flights this year prior to November which have posted medallion bonus miles with no problems whatsoever. In a previous message I was told that they did not credit for this flight due to a database fault not due to my status for 2014. Please see your own message from 11/21/2013 noting such (in bold below).
This is a known problem impacting several SkyMiles customers.

Thank you.

Original Message Follows: ————————

Dear Mr. Point Me to the Plane

Thank you for your recent email providing additional information. I am sorry for the confusion. It appears you will not maintain your Platinum status for 2014. Currently I am showing xxxx MQMs earned. To make Platinum status naturally you would have to earn 75000. As stated in the last email, not all Platinum benefits are extended when status will not be met in the forthcoming year.

We are sorry for the confusion and will leave the bonuses that have been already credited to your account this year.

We very much appreciate your Medallion loyalty to Delta and look forward to the privilege of serving you again soon.

Sincerely,

Medallion Desk
Original Message Follows:
————————
Dear Delta Customer Service,

The last email appears to be a canned response and so I’m going to ignore it, especially since I am not currently on a Platinum challenge, I am a Platinum member with status good through Feb. Please assist in correctly applying the medallion bonus miles.

Thank you,

Adam
On 12/3/2013 1:17 PM, Contact Delta wrote:
Dear Mr. Point Me to the Plane,

Thank you for your email.

A review of your account indicates that you will not earn Platinum Medallion status for 2014.

We do understand that you received some bonus miles during 2013, however, this was an error. We do regret any confusion this has caused.

We appreciate your support as a Platinum Medallion member and look forward to our continued business relationship.

Sincerely,

Medallion Desk

Original Message Follows:

————————
Hi Ms. xxxx

 

Thank you for your timely response. The ticket had two flights, they have posted for the shorter leg, but not the final flight home to New York. Please refer to the original request below.

Thanks,

Adam
On 12/2/13, 8:09 PM, Contact Delta wrote:
Dear Mr. Point Me to the Plane,

Thank you for your follow up email regarding your missing Platinum bonus miles for ticket number 006xxxx. We are sorry for any confusion and inconvenience. We have credited the appropriate 685 bonus miles to your SkyMiles account today (12/02/13). To review your balance, please log in at the web address below: http://www.delta.com Then select : SkyMiles (top navigation link) Manage My Account Account Activity If we may be of additional assistance, feel free to contact us via email from the website or by using the number on the back of your SkyMiles identification card.

Mr. Point Me to the Plane, thank you again for giving us an opportunity to correct the discrepancy. We very much appreciate your patience and your Platinum Medallion loyalty to Delta and look forward to the privilege of serving you again soon.

Sincerely, Medallion Desk

Original Message Follows:

————————

Dear Mr. Point Me to the Plane,

RE: Case Number xxxxx

Thank you for your follow up e-mail to Delta Air Lines requesting more detail about your recent postings which are missing the 100% Platinum Medallion bonus miles. Please accept our apologies for the missing bonus miles. Our database for Delta.com and our mobile apps has been experiencing some difficulties the past few weeks and these are preventing those miles from being added to your account. Our technical team is diligently working on a solution to these issues. Please allow 5-7 business day for these miles to be posted to your account. We regret any inconvenience this may cause you.

Again, thank you for writing. We appreciate your selection of Delta as a Platinum Medallion and will always welcome the opportunity to be of service.

Sincerely,

xxxxxx
Medallion Desk
www.delta.com

Original Message Follows:

————————

Dear Mr. Point Me to the Plane,

Thank you for your email regarding Delta’s SkyMiles program.

After reviewing your account, we found the mileage was previously added and is reflected in your mileage balance. For your convenience, you may review your account information online at delta.com using the web address: http://www.delta.com. Then select: SkyMiles (top navigation link), Manage My Account, Account Activity.

If you encounter difficulty viewing the information online, feel free to call our 24-hour Online Customer Support Desk at
888-750-3284 for navigational assistance. We appreciate your interest in Delta Air Lines.

Sincerely,

xxxx
SkyMiles Account Support

http://www.delta.com

Extremely annoying! I’ll be calling in today instead of continuing on with this email chain!

Anyway, at least it wasn’t as bad as this conversation with Amazon that was posted yesterday. Hysterical by the way (please note this is NOT my convo, it was posted by the individual in the linked story who refers to himself as me) …

You are now connected to farah from Amazon.com

Me:Hello.

farah:Hello. This is Farah. How can I help you today

Me:Someone created an account using my gmail account but with a “.” in it. This is still associate with my email address and is not my account. How can I delete this account?
my name is not brittni.. my name is chris williams. my actual account is ctwilliXXXXX@gmail.com
this other account was created using ct.williXXXXX@gmail.com
i believe it is some sort of phishing attempt but I don’t want this account associate with my email.
hello?

farah:yah..Im just here..but before we proceed let me check your account for security purposes okay?
mAY i KNOW THE ACCOUNT HOLDER PLEASE

Me:ok. my real account is ctwilliXXXXX@gmail.com NOT ct.williXXXXX@gmail.com – i had to password reset in order to get this account.
Chris Williams

farah:May I know the account holder please..

Me:Account holder is Chris Williams

farah:your first and last name plese

Me:First = Chris
Last = Williams

farah:okay let me check this out for you okay?
one moment plese

Me:ok
?

farah:yah..im just here..Im so sorry for taking a long time to wait on this okay..?
ctwilliXXXXX@gmail.com ..this one is your account am I correct on this?

Me:yes… ctwilliXXXXX@gmail.com is my account.

farah:okay..Il reset your password..just check the link on it..so you can have your new password okay?

Me:no
i don’t need you to reset my password

farah:OH OKAY..I ask an apology for that one..

Me:i need you to delete this “ct.williXXXXX@gmail.com” account because it is not mine.
please don’t change my password.

farah:ah yah sure..I’m not going to change your Password maam..

Me:maam?
what is going on here?

farah:oh so sorry to call you Maam..Its okay..I got mis information in here..but let me handle this for you..

Me:can you delete the account “ct.williXXXXX@gmail.com” or not?

farah:okay..please give me another moment again..
okay?

Me:ok.
do you understand the problem i am having or is this a lost cause?
can you please just let me know if this is a problem you can help resolve?

farah:I recommend that you delete the e-mail. For your protection, do not respond to it, and do not open any attachments or click any links it contains okay?

Me:delete my email?
did you say delete my email?
hello?
?????

farah:one moment please let me check it further for you..

Me:ONE MOMENT? NOT SURE WHAT YOUR DEFINITION OF A MOMENT IS BUT THIS HAS BEEN GOING ON FOR A LONG TIME AND YOU OBVIOUSLY HAVE NO IDEA WHAT YOU ARE DOING.
THIS IS F—ING RIDICULOUS!
1. YOU CAN’T SPELL 2. YOU AREN’T LISTENING TO MY PROBLEM 3. YOU KEEP ASKING ME TO WAIT A MOMENT (10 MINUTES EACH TIME) 4. YOU SUGGEST I DELETE MY EMAIL (HOW THE HELL DOES THAT HELP?) 5. YOU ARE VERY UNHELPFUL.
I FEEL LIKE I’M BEING PRANKED HERE.
I WILL ASK ONE LAST TIME….
CAN YOU DELETE THIS ACCOUNT OR NOT? SIMPLE QUESTION.

farah:okay..i will refer you to our account specialist do this account you want to be deleted okay..

Me:READ WHAT YOU JUST TYPED. IT DOESN’T MAKE SENSE.

farah:I am really so sorry about this inconvenience that you experienced but our account specialist will handle this for you okay?

Me:YES PLEASE PUT ME IN TOUCH WITH SOMEONE… ANYONE.

farah:okay..i will refer you to our account specialist do this account you want to be deleted okay..this text is a mistake so sorry for this..

Me:WHAT THE F—

farah:What I’m trying to say here is I will refer you to our account specialist..so it will be deleted the one that you want to SO SORRY really for this..
I hope you can forgive my fault in here

Me:OK.. CAN YOU PLEASE CONNECT ME WITH AN ACCOUNT SPECIALIST.

farah:I am really Sorry for this..yes sure I will..
I am really Sorry for this..yes sure I will..
I will ask first an apology for this please..I am so sorry Brittni..let me connect you now to our account specialist okay?

Me:CHRIS MY NAME IS CHRIS I HAVE TOLD YOU THAT AT LEAST 6 TIMES.
CONNECT ME TO SOMEONE ELSE NOW
I WILL NOT APOLOGIZE TO YOU.

???????
ARE YOU TRANSFERRING ME OR NOT?
?
?
?
?
?

farah:May I have your phone number please?

Me:I AM POSTING THIS CONVERSATION ONLINE. THIS IS UNBELIEVABLE. WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED.
[XXX-XXX-XXXX]

farah:I do apologize that this is taking time than usual however, let me go ahead right now and will look for another available rep to call you.

Thank you for your patience and understanding!

Me:Ok

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Comments

  1. This type of conversation justifies the annual fee I pay on my CSP. Nothing against the subcontinent but dealing with customer service there is just a nightmare. They never speak enough English and are never empowered to solve real problems. If I get connected to India, I always hang up and limp through the Spanish customer service. I don’t speak much Spanish but that customer service is always domestic.

  2. Thank you for your post. I thought that it was only happening to me. I have been getting the same run around from delta in regards to whether I get MQD’s for Alaska Air/ Horizon flights that I puchase via delta.com.
    Incomprehensible responses that have nothing to do with the inquiry, given misinformatin (told that horizon is not a partner airline) or better yet, no response at all. I am platinum as well and to be honest,between the broken website, awful app and terrible customer service (Exceluding the flight crews and gaet agents.They are wonderful and the reason I have stayed for so long) and now the MQD’s, it is time to say goodbye to Delta.

  3. Hilarious chat. But I think you were a bit rude with the expletives (that’s usually what I’m thinking, but not what I type).

    Just ask for a supervisor next time.

    As for the rest of the run around, welcome to outsourced CS…

  4. I was missing about 58k miles, earned during the month of November. After faxing all boarding passes – glad I always save them – the missing miles posted correctly within 24 hours, including the Plat bonus miles.
    But agreed … it’s a PITA !

    • @George – Thanks it’s been a crazy ordeal…and is still ongoing! I love the response that Platinum benefits stop this time of year if you aren’t going to re-qualify for next!

  5. Hmmmmm…..Are you friends with the Rabbi? Did you ever mention that you were sympathetic to his case? You know these Hotlanta boys hold a grudge and they are not the most intelligent species in the jungle! As a good lawyer once advised me after a run in with US Scareways: Either sue them or vote with your feet. Anything in the middle is a colossal waste of time. I haven’t flown them in 20 years and I don’t regret that advice one bit.

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