Screwed out of 12k MQMs b/c idiot customer service representative
 

My wife and I just got back from a trip to Chile (our first international trip in ~7 years of being married). I logged into my Delta account to see my new mileage balance, only to find a big, fat "0" for my entire trip. I've been trying to get to Gold status, and this would've put me really close.

I called up Delta and they said that since I had used the "pay with miles" function for $100 off my plane ticket, I didn't get ANY miles....

While this should be a shame on me... I was told to do this by their customer service department:

When I booked our tickets, I called customer service and told the agent that I wanted to use miles to buy my wife's ticket and that I wanted to pay for my ticket so I could get the MQMs. I must've said this 10 times on the call. He said after my wife's ticket purchase with miles, there were over 10k SkyMiles left in my account that I could use toward my ticket. He told me to go online and book it though so I would save the $35 booking charge. So, I went online, followed his instructions and booked my flight, taking $100 off the fare using 10,000 SkyMiles.

So, upon seeing the big, fat "0" for my trip, I called customer service and was treated very rudely. I spoke to two representatives that kept telling me that "pay with miles" tickets aren't eligible for MQMs and that I should've read the terms and conditions. I politely told them that they were technically correct, but that one of their own told me how to book my ticket and that I simply followed directions. "I'm sorry sir, there's nothing we can do for you" was the only response I got. Then, the manager had the audacity to tell me that if I wanted to get Gold status so badly I could just buy MQMs ...... wait, ISN'T THAT WHY I BOUGHT MY TICKET TO CHILE???!!! I even offered to pay the $100 I saved, but simply received a cold "no". No apology for their idiot customer service agent's advice. No offer to give me regular SkyMiles. Nothing. No exceptions. Screw you, customer.

I guess my current Silver status, and being a Gold and Platinum Delta Amex card member means nothing.

They give out MQMs for staying 2 nights at Hilton hotels, and they can't do it here???? Why won't they admit their mistake and credit my account???!!!


p.s. Our bags were smashed on arriving back to Minneapolis and we had a broken bottle of wine that stained a bunch of our clothes (even though we'd quadruple wrapped it in bubble rap and wrapped it in clothes...). Frames were completely bent, corner supports were disintegrated. BUT, I actually met a nice woman at the baggage problem counter. She apologized profusely for their poor handling of the bags. She gave us 2 BRAND NEW suitcases and two $50 flight certificates. Where was this lady when I called about my 12k MQMs??!!! That's how you treat a loyal customer!!!

I cannot understand why people persist with Delta. They are horrendous and frankly you would be better switching to another carrier. I think you should write to Delta and tell them that you believe you were mislead by their customer service representative and that you had emphasised that you were seeking to achieve gold status with the purchase. Ask them to listen to the tape and restore your miles, as you were mis-sold the ticket. The chances are they won't do it, but it is worth a go. Delta are by far the worst of the big carriers in the US and simply think they are too big to fail. They do not care about you as a passenger. The only way that will change is if people stop using them.

Paul,
Welcome back to the US, and congratulations on seven years of marriage. A trip to Chile sounds like a fantastic way to celebrate. I don’t imagine you will like my response.

As you pointed out, Delta.com, the Cardmember Agreement, and pre-booking T&Cs repeat the same line: “Pay with Miles tickets are not eligible for mileage accrual Medallion Qualification Segments, Medallion Qualification Miles, or Best Fare Guarantee.” [From Terms and Conditions http://www.delta.com/skymiles/use_mi...les/index.jsp].

I would be angry too that you were told otherwise by an agent.

Is it fair? No. Is it annoying? Yes. But from a neutral point of view, I don’t think it is a fair expectation that Delta would give you the MQMs as a resolution to the incident. This is based on the fact that the agent who mislead you did not ticket the reservation. Unfortunately, you “signed” the electronic agreement with those terms and conditions before booking the ticket. Additionally, there are other road warriors such as yourself who have read the rules and earned the MQMs and status through the traditional earning methods.

I think the lesson to those reading the forum is to always read the terms and conditions yourself. Never trust a verbal statement from an airline employee. What it comes down to is this: Even if a Supervisor pulled the phone tapes, the written terms and conditions that you “signed” will always prevail. I wish every agent would be held accountable for what they say, but they never will be.

Matt

Where a salesperson materially mis-represents the product being sold and the conditions for the sale are buried in the Terms and Conditions, there are precedents for courts to find that the sale is invalid. The key is the tape, as the OP claims that he stated at least 10 times that it was his intention to achieve gold status.

I am less familiar with the law in the US, but in the UK, the tape of the call is covered by the Data Protection Act and for a small fee, Delta would be ordered to release a copy or transcript of the call. If similar protections exist in the US, I would purse this avenue and then take my chances in small claims court.

Hi,

I'd like Jim, want to hear what was actually said... IF it was- as the OP claims-- then I think s/he makes a very good point that it was effectively promised as such; and DL I would think should make the OP whole to the extent that's possible...

however, if on the other-hand it' not described as such nor promised as such, then I think DL has acted consistently within their policy.

In the end, I think facts should rule here.. We've heard from the OP and his/her claim as to who said what, and with no presumption of dishonesty on their part, I think to be fair to DL, we'd need to hear their side of the story to determine what's the correct course of action.

As Matt notes there IS language that essentially says what the OP was seeking to do, does NOT earn EQM's... so, so long as the DL agent did not directly go against printed language and essentially say something like "yes, this does earn EQM's" then I think DL isn't obligated to offer remedy..

But again, I think facts should rule here,... and that means hearing who actually said what to whom.. how did that phone call go...

Travel Safe,