Delta Airlines is Really Complicating Things

[Superchief]

Delta has recently really complicated their fare structures and reservation systems. When I used the website recently to book flights to RSW for a trip to Marco Island, I noticed major changes resulting in higher fares. Economy(Main) and Economy Plus(Comfort) now each have three levels: Basic, Classic, and Extra. The basic fares don't include assigned seating, earning miles, status upgrades, and are fully non-refundable. Classic is what regular economy used to be: assigned seat, earns miles, status upgrades, and refundable for e-credits. Extra is fully refundable and changeable, earns more miles, and receives higher upgrade priority and earlier boarding. Fare examples for CVG-RSW roundtrip in October are Economy Basic $339, Classic: $409, Extra: $469. Comfort Basic : $449, Classic: $519, Extra $639.

The Economy Basic fare is similar to my regular economy last year, so I would now have to pay $409 for the same features. I'm currently Gold level and usually can upgrade to Comfort seats from my economy ticket. Upgrades will now be really confusing. Where will the Silver, Gold, and Platinum upgrade priorities rank when all of these fare options are considered. If Comfort Basic passengers receive seat assignments prior to Status upgrades for Main cabin classic, it will be virtually impossible for me to get future upgrades. I typically fly main cabin but reserve an Exit Aisle seat, which are typically better than Comfort seats anyway. Fares are definitely higher than last year, and I hope Delta realizes that this increases the complexity of operations and greatly reduces customer satisfaction.

 

[davidvel]

They have been talking about this a la cart model at each level for awhile, so now it is here.

 

[emeryjre]

Delta has recently really complicated their fare structures and reservation systems. When I used the website recently to book flights to RSW for a trip to Marco Island, I noticed major changes resulting in higher fares. Economy(Main) and Economy Plus(Comfort) now each have three levels: Basic, Classic, and Extra. The basic fares don't include assigned seating, earning miles, status upgrades, and are fully non-refundable. Classic is what regular economy used to be: assigned seat, earns miles, status upgrades, and refundable for e-credits. Extra is fully refundable and changeable, earns more miles, and receives higher upgrade priority and earlier boarding. Fare examples for CVG-RSW roundtrip in October are Economy Basic $339, Classic: $409, Extra: $469. Comfort Basic : $449, Classic: $519, Extra $639.

The Economy Basic fare is similar to my regular economy last year, so I would now have to pay $409 for the same features. I'm currently Gold level and usually can upgrade to Comfort seats from my economy ticket. Upgrades will now be really confusing. Where will the Silver, Gold, and Platinum upgrade priorities rank when all of these fare options are considered. If Comfort Basic passengers receive seat assignments prior to Status upgrades for Main cabin classic, it will be virtually impossible for me to get future upgrades. I typically fly main cabin but reserve an Exit Aisle seat, which are typically better than Comfort seats anyway. Fares are definitely higher than last year, and I hope Delta realizes that this increases the complexity of operations and greatly reduces customer satisfaction.

The complexity is incredible
They can't keep track of my fare level when I attempt to choose my seats.
Sometimes I am allowed to choose the appropriate seat for my fare
Sometimes I am not
The call center people do not have much better luck when I call
They apologize profusely about the issues

Their entire computer system needs a major upgrade
The software engineers I know tell me everyone is waiting for new data centers and AI coding to settle out before they attempt this
AI coding is evolving at an incredible speed
The hardware is still being built out

It is really something to experience
After 50 years since Windows came out, the computer situation seems worse than ever

 

[Superchief]

I also read on Flyertalk that they are now using AI for the platinum (and likely others) phone lines. It takes forever to give the response to actually speak with an agent. Most experienced travelers don't call customer service unless they have an issue that requires speaking with somebody. AI phone systems make that difficult. I've noticed the same problem with MVC resorts. I have to spend five minutes of prompts to speak with someone that I really need to speak with. The problem with AI is it is only as good as the people who program them and the information in the databases that are used to generate responses. Delta previously was my preferred airline, but they are regressing to the level of their competitors. Travel agents may make a comeback because they can become the experts in navigating these confounding systems.

 

[emeryjre]

I also read on Flyertalk that they are now using AI for the platinum (and likely others) phone lines. It takes forever to give the response to actually speak with an agent. Most experienced travelers don't call customer service unless they have an issue that requires speaking with somebody. AI phone systems make that difficult. I've noticed the same problem with MVC resorts. I have to spend five minutes of prompts to speak with someone that I really need to speak with. The problem with AI is it is only as good as the people who program them and the information in the databases that are used to generate responses. Delta previously was my preferred airline, but they are regressing to the level of their competitors. Travel agents may make a comeback because they can become the experts in navigating these confounding systems.

Blame the managers for thinking that AI is a solution
The people implementing it are rookies
As are 99.6% of people involved with AI
Nobody has a real clue how it works
We are the alpha testers in the experiment

 

[WinniWoman]

This AI stuff stinks to high heaven! Our local propane company was bought out by a large Canadian company that downsized staff and went to AI. Now everything is a disaster. Can’t get anyone on the phone. This whole winter season I’ve had to go outside early morning in my pjs to flag down the drivers to get a fill up! People with this company all over the east coast and Canada have run out of fuel. Nightmare!

 

[emeryjre]

This AI stuff stinks to high heaven! Our local propane company was bought out by a large Canadian company that downsized staff and went to AI. Now everything is a disaster. Can’t get anyone on the phone. This whole winter season I’ve had to go outside early morning in my pjs to flag down the drivers to get a fill up! People with this company all over the east coast and Canada have run out of fuel. Nightmare!

Who is the parent company if you don’t mind sharing
This story is just one of several I have heard from different people about various industries
Mine is my credit card company
Cut my credit card limit to 3K overnight
I have excellent credit but only 2 different cards
Charge everything, pay it off every month
The rewards are good which is why I use it
They can’t review the decision for 3 months
All driven by a new AI review system

 

[WinniWoman]

Who is the parent company if you don’t mind sharing
This story is just one of several I have heard from different people about various industries
Mine is my credit card company
Cut my credit card limit to 3K overnight
I have excellent credit but only 2 different cards
Charge everything, pay it off every month
The rewards are good which is why I use it
They can’t review the decision for 3 months
All driven by a new AI review system

Superior Plus

 

[CanuckTravlr]

After 50 years since Windows came out, the computer situation seems worse than ever

It's actually "only" 40 years. Windows 1.0 was first released in November 1985.

 

[emeryjre]

It's actually "only" 40 years. Windows 1.0 was first released in November 1985.

How time flies when you are having fun
You are correct
I started out using early apple models in the late 70's
Software was available at the apple store and was written by fellow enthusiasts
I forgot how long it was until Windows came out
It is still amazing after all these years that the airlines are so far behind
Imagine if Sears had invested in software like Amazon did

 

[Talent312]

... Imagine if Sears had invested in software like Amazon did.

Imagine if Sears had invested in Amazon...
(Instead of buying back its own worthless stock.)

 

[heitmullerj02]

SW is using the same model as Delta, so confusing as well as charging 229.00 for the credit card that lets you pick a seat, highway robbery!

 

[Luanne]

SW is using the same model as Delta, so confusing as well as charging 229.00 for the credit card that lets you pick a seat, highway robbery!

Cancelled my SW card. The fee increase was the reason. I don't fly them enough any more to justify that cost.