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Delta's Senior Shuffle
ChrisCrossings · December 17, 2002

Q: For years, Delta Air Lines issued a booklet of senior coupons that allowed people on a fixed income to travel. Last summer they ended the program. My husband and I each had one coupon remaining coupon, good for one leg of a domestic flight.

I thought Delta would then let us apply the coupons toward the purchase of a new ticket. But it didn't. A customer service representative told us we could apply the coupon to a full-fare ticket, but not a discount ticket. Plus, we had to pay a $100 service charge to boot. The coupon is only worth $171.50.

This is so unfair. We have flown Delta for many years as our airline of choice. I understand that all the airlines are experiencing difficult times now. I understand that Delta needs to phase out this program. But does that mean we have to be left holding the bag?

-- Judith Lehman

A: Absolutely not. If what Delta told you is true, then your coupon is really worth $71.50, since you now have to pay a $100 change fee. And because you can only use that coupon toward a full-fare ticket (which no self-respecting leisure traveler would ever book) you might as well use the remaining coupon as kindling. It's practically worthless.

So I asked Delta to clarify its new coupon policy. According to airline spokeswoman Kristi Tucker, holders of a partially-used coupon can still travel by the rules of the former senior coupon program or use the coupon towards the purchase of an applicable published fare. "However, a $100 administrative service charge does apply," she told me.

In other words, Delta's first customer representative was wrong.

Case closed? If only.

After my query, Delta sent you a letter clarifying its revised position that your coupon was usable on any published fare without a change fee. But a few weeks later, a customer representative called to inform you that the letter was incorrect - that, indeed there is a $100 surcharge per coupon, whether it's expired or not.

To make things up with you, Delta sent you two vouchers for $100 each. I recommend using them before Delta changes its mind.

Whenever an airline cancels a program like senior coupons, you're better off using the leftovers as soon as possible. Here's where a knowledgeable travel counselor would also be extremely useful. Often, an agent has contacts within the airline that can bend a rule here and there to get you the ticket you want with a minimum of fuss.

Delta should be credited for owning up to doing the senior shuffle and offering you vouchers. But I think the way it phased out the coupon program could have been handled better. Many seniors complained that there wasn't enough notification and that they didn't know what their rights were if they still held unused coupons.

Charging senior citizens a $100 change fee is, of course, a disgrace. If Delta wants to endear itself to all seniors instead of the two who happened to write me, I suggest that it follow the lead of United Airlines, which just last week dropped its $100 change fee for standby flights. Fewer fees make customers happy. It doesn't take an M.B.A. to know that.

The airline also did a poor job of informing its customer service representatives about the changes, which is probably why it flip-flopped on its stated policy so often.

Finally, Delta erred by trying to handle your case privately even though I had brought this to the airline's attention. It refused to address the specifics of your grievance in my correspondence, even though this issue is clearly of concern to many of its passengers. I had to find out about its reversals, and the $100 vouchers, from you.

Delta's efforts to stop this story left me with the impression that it's more concerned about putting a damper on negative publicity than helping its passengers. When customer service isn't a priority, is it any wonder that airlines like Delta are faring so badly?

Christopher Elliott's column appears on weekly on Ticked.com. All e-mailed questions to ChrisCrossings become property of Ticked.com and may be edited, condensed or republished at the site's discretion. You may reach Elliott at chris@ticked.com. Or visit his home page at http://www.elliott.org.