Question for DL agents- ticket reissue

[tadjr]

Had a customer tonight who purchased her ticket online (Expedia or similar) with US being the carrier flown down and DL back. Was issued on 037 stock, but she flew us 3 days ago and was HK on DL for tomorrow. She went to DL to see about changing her flight back home to today (on DL) and DL agent said she had to see US since it was on 037 stock to change.
Now, when did DL quit helping their passengers (even though it was plated on 037 stock, she was booked on DL) rebook their flights just because a ticket was plated on another carrier? What would happen if she had been on 037 stock and had a ticket with an open jaw out of a city US didnt fly to? Would DL refuse to help her then or was the agent just being lazy?
The reason I'm asking is because this is the 3rd time recently that we've had this happen and was curious why DL was not helping people (and collecting $$$ from them) to change flights.
Thoughts and responses appreciated.

 

[deltaflyboy]

Sounds like a training issue to me with the local agents - I rebook OAL all the time, and I get OAL's sending folks to us to rebook 006 ticket stock...and I am sure some of our PBI agents are sending away revenue too...

 

[WNrforlife]

Sounds like a training issue to me with the local agents - I rebook OAL all the time, and I get OAL's sending folks to us to rebook 006 ticket stock...and I am sure some of our PBI agents are sending away revenue too...

We don't have this problem at WN, since we don't interline.
This should be a lesson for all of the "legacy" carriers....keep it simple, stupid. (KISS)

 

[PhxMama]

We don't have this problem at WN, since we don't interline.
This should be a lesson for all of the "legacy" carriers....keep it simple, stupid. (KISS)

Did you mean keep it simple for the stupids? This didnt involve WN and if you want to jump in when you should MYOB than you'll get these types of replies. Yeah, I can see all the CEO's taking notes on this one, get real. Tad was just looking for info not in the least demeaning to anyone, so why did you feel the need? Just wondering. Im sure you have some valuable insight to add to these threads because you work for a profitable airline that takes care of its employees. But please dont demean us when for many of us these policies help our customers get to destinations that maybe they couldnt without the combined network. Mama

 

[gizmo_sc]

Sounds like a training issue to me with the local agents - I rebook OAL all the time, and I get OAL's sending folks to us to rebook 006 ticket stock...and I am sure some of our PBI agents are sending away revenue too...

SO HOW do you know what the fare rules are for changing OAL FARES... ????

EXCOP48

 

[tadjr]

The reason I was asking is because DL is losing money on these tickets and I was wondering if that is what they were being taught or if there were some lazy agents at DL here.
I took every one of them for US and one was FC family of 4 from SFO-TPA. US didnt even fly out of RNO at the time so that is why I was curious what DL would have done then. He ended up driving and taking US back from SFO instead and since it was a FC ticket, all that had to be done was reissue the ticket with a little a/c. DL could have kept the high $ ticket out of RNO if they had just reissued it for a different date.
One was a schedule change on DL (ticket plated on 037/US, but she was on a codeshare with CaribbeanSun or Star US*) so never technically on US metal. US* didnt fly SJU-EIS any more and I couldnt get her on DL to anything else to connect so US to SJU and AA to EIS R735D. Now DL got nothing out of the ticket and US would have had to reroute the SJU-EIS ticket anyway in the end.
Third time, and the one that was originally discussed, the agent that got her asked us what he should do. She wanted to go that day and since DL wouldnt rebook her, there was no way he was going to reissue a ticket on DL and send her back to DL. We ended up taking the ticket with a date change fee and she was happy. DL lost out on the ticket AND the change fee.
As far as OAL fare rules, you can pull them up (for the most part) in the computer to see what the restrictions are. We had been advised by training that most tickets had some value in it and if the original carrier isnt willing to help, we can usually figure something out... h34r:

 

[deltaflyboy]

SO HOW do you know what the fare rules are for changing OAL FARES... ????

EXCOP48

the question was about DL flights on OAL ticket stock..the DL flights would be booked with a DL fare basis which I can pull up...in the cases of OAL flights on DL ticket stock, if the operating carrier wont reissue I call the ticket counter of the operating carrier and ask what the restrictions are - rebook the pax on a DL flight and charge fees accordingly...