I had a one way flight from PA to KC for 8/30.
I called today to change my flight for 8/29 and was quoted specific flights that fit my need. The fare difference quoted was $170.00 and charged the difference to my credit card. I gave up my hotel room in PA for the night of 8/29.
I received my confirmation itinerary by email and see that it is actually changed to later in the day 8/30, not 8/29.
I call back and am told that they will take care of it and waive the further difference (8/29 now showing a $338 difference, not the $170 I was quoted and charged. To make matters worse, the agent gets flustered because the flight numbers I was provided don't match what he is showing so he puts me on hold again to speak to his supervisor and then comes back and says that they have to send me to reissue desk and the additional fees would be waived.
I reach the reissue desk, explain my dilemma (mind you-due to Delta's error) and am immediately told that the record has not documentation about waiving anything. This is before they even check to help or aplogize for the inconvenience and error!!
Now I am dealing with a robot who continues to use the word "CAN'T" in every sentence he spouts out.
I sit on hold for what seems like eternity (probably closer to 7 minutes).
The agent returns to day here are your options:
1) Keep original flight the same--they voided the $170 transaction already so you are not out the fee.
2) Pay $338 dollars more to change to the Friday flight.
When I ask if they could accomodate the Friday flight for the $170 I was quoted since I gave up my hotel room and otherwise have to find a place to stay in PA they say NO. Can't, Can't, Can't is every other word in the sentence.
No responsibility taken for setting a Customer expectation, making an error and no apology until I asked for one. Was it sincere? Not at all!