Beware When Changing a Refundable Ticket

Back in May 2023 I booked a FULLY REFUNDABLE ticket on Delta for my upcoming March 2024 trip to SXM. Just 2 days after booking, the fare dropped by around $60 so I called to see about a refund back to my original form of payment. The Delta agent indicated the difference in fare was closer to $160 and issued that amount back to my credit card. No problem, at least I thought. I guess in hindsight, I should have questioned why the difference was more than what I initially noticed.

Today I was checking the same itinerary and noticed a sizable drop (around $120) in the same FULLY REFUNDABLE fare. I did not see any option to request this online so I called Delta. The agent I spoke with indicated the fare difference was closer to $245 and offered me an e-voucher. I said I would prefer a refund back to the original form of payment as Delta had done that before. Now, the agent says she can't issue the requested form of refund as I had changed my FULLY REFUNDABLE ticket to a NON-REFUNDABLE ticket back in May. I insisted that I had made any such change or request with the agent I dealt with in May. The agent today went to a supervisor to see if there was any recourse and indicated there was nothing more they could offer other than an e-voucher that has to be used by May 2024. She then offered to transfer me to a supervisor so we proceeded.

The supervisor looked at options and insisted that since the ticket fare class had been changed (Delta changed it, NOT me) there was nothing more she could offer. I insisted that I never requested the change and it was made without my knowledge or authorization. I figured if I was stuck with the e-voucher they could at least make it good for 1 year from today. She said the system would NOT allow that. The supervisor was very nice and understanding but could not offer any further recourse other than me initiating a consumer complaint with Delta, which I have done.

I don't know if Delta records phone calls, especially when it comes to refunds, but in my complaint, I stated the name of the agent that made the change, along with other details. I have no recollection of the agent mentioning changing the fare class, nor would I have agreed to changing a FULLY REFUNDABLE ticket to NON-REFUNDABLE.

Be aware if any others find themselves in a similar situation and make SURE you keep the fully refundable fare if that is what you initially booked. Verify if you have any doubt.

Good advice. Sorry this happened to you.

JD--before this situation, I guess I never understood why someone would book a fully refundable ticket. I understand it now--even if you're pretty sure that you will go, if the fare goes down, you can always cancel and re-book. I have to confess, I have never even looked at fully refundable tickets.

I hope maybe you are able to get some type of a resolution with them.

You got it!

It was only about a $90 difference in price to get the fully refundable (to original form of payment) ticket so I thought it was a pretty good deal to book that way in case of a fare drop. In all, from when I booked to what the fare is today (on the same fully refundable ticket), it has dropped by almost $300 and I would much prefer the actual refund vs an e-voucher. A refund never expires, the e-voucher is only good for 1 year from the original purchase date.

On Delta you are looking at Basic fare (pretty much no changes and seats assigned at check in), Main cabin (cancel/change with e-voucher/eCredit) and Main Cabin fully refundable to original form of payment. You can also book Delta Comfort+ and Delta First Class. Each level adds a premium to the base fare. I initially chose the Main Cabin Fully Refundable.

I learned something today!! I guess that's always a good thing to say.

I was just looking at AA, as we are probably going to both SXM and St Croix this year, although I don't have anything booked yet. Fully refundable to voucher would probably work for us.

I bought a partially refundable ticket on JetBlue last fall. I've checked prices, and it has dropped TWICE. Each time I've rebooked and banked the credit. It's partially refundable in that I opted for the middle tier ticket that allows a voucher, but not a refund of $.

EDIT: And my $700 ticket is now $470!

To update this. I received an email response to my online customer complaint, basically indicating since I had not traveled yet, there was nothing that could be done, and they do not handle a situation like this.

"We have identified your submission to be about a pre-trip ticket purchase, change, cancellation, or special request. Unfortunately, our comment/complaint form does not assist with pre-trip support requests and we will not be able to respond to your submission. "

I then decided to try an online chat with Delta, with little hope of any resolve. The first agent was sympathetic but could not do anything but did offer to transfer me to a supervisor. The supervisor reviewed the notes (including the name of the reservation agent that made the unauthorized change to my ticket status) from the chat with the previous agent, and then asked what I wanted to be done. I said I wanted the difference in fare refunded to my credit card (due to the price drop and I did not want the eCredit as it was originally a fully refundable to original form of payment) and the status or the ticket changed. Much to my surprise, the agent said this could be done and the credit did come back to my credit card.

Good on Delta and the chat agent I dealt with. It was very much appreciated on my account. I will be doing a follow-up with Delta on a customer COMPLIMENT form for the agent that made this right.

So glad it was resolved to your satisfaction. And good on you for following through with a compliment. Unfortunately, few people do that.

Glad it all worked out.

On a side note, if you have problems like that with Delta you can email the CEO directly. He publishes his email address. I am pretty sure an assistant handles most of the things but I was very satisfied with how they handled my bad situation.