[devecibasi]

I am a delta Platinum SkyMiles member. On June 6th, I called Platinum reservations office to book a FULLY REFUNDABLE flight to France. During this phone call, the agent verbally confirmed at least 5 TIMES that the ticket was FULLY REFUNDABLE and it could be refunded at no cost until the travel date.

On June 14th, I called Delta to cancel my ticket and the agent told me that this ticket was in fact NON-REFUNDABLE. In my shock, I asked to talk to the supervisor, and the supervisor told me that this ticket was NOT refundable. They offered me to waive the $400 rescheduling fee, but denied to refund me any cost of this ticket. I paid $3,167 to this ticket. A non-refundable ticket would cost round $1000, therefore it made sense that this was a non-refundable ticket.

I asked Delta to listen to the recordings of the call where the agent told me 5 times that this ticket was REFUNDABLE, they denied to do that.

This is a situation where the agent literally LIED to me on the phone. I clearly asked at least 5 times whether the ticket was refundable and she confirmed.

I am asking Delta to fully refunda the cost of the ticket OR provide the recording where the agent confirmed that this was a REFUNDABLE ticket. Would appreciate any help on how I can pursue this? Would it be too costly if I actually sue them?

Thanks..

[Ombudsman]

Dispute the charge with your credit card immediately. Clearly Delta is not unlikely to budge on this unless you keep going up the "food chain" to higher levels of management and by then it may be too late to initiate a chargeback. This way you only have to make your case once with the CC company and let them do battle with Delta's evil minions. Save your confirmation e-mail and receipt as well as it will show what fare the ticket was booked into so you can show it was refundable should you ultimately need to take this to court.

Airline pricing is tricky. If this was a multi-segment itinerary and the agent that booked it made an error an booked just one segment with a non-refundable fare it will render the entire ticket as non-refundable. If this happened it will work in your favor as well. What person in their right mind would actually request 3 of four segments with a refundable fare and 1 non-refundable.

Good luck and hope all works out in your favor.

[jimworcs]

It is not costly to pursue a small claims court case... And you have this avenue available to you also. You may also ask Delta for a transcript or copy of the recording, asking them to disclose any data they hold on you.

[Ombudsman]

Originally Posted by jimworcs

It is not costly to pursue a small claims court case... And you have this avenue available to you also. You may also ask Delta for a transcript or copy of the recording, asking them to disclose any data they hold on you.

Unfortunately the recording of the phone call is Delta's property. At the begining of any call to a call center that records calls there is a statement made that calls are recorded. Continuing with the call is your consent to that recording. Delta is under no obligation to release a copy or transcript of any call unless ordered to do so by a court.