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Delta flight gone but reservation still valid

We have flights booked on Delta: Boston to Manchester England non-stop on 9/1/20 and returning Heathrow to Boston on 9/23. I am expecting Delta to cancel the Boston - Manchester leg since that was a new seasonal route announced in August 2019.

I checked the Delta booking site and searched for the itinerary that included the non-stop Boston to Manchester segment. It was not available. The flight does show up when I check my actual reservation, and I have not received any notifications from Delta.

Should I assume that at some point Delta will notify me that the flight has been cancelled, at which time I can request a refund?

Posted by
6223 posts

I would not assume that you will get a notification - better to check online yourself. I did not get email alerts from certain airlines even though I was part of their loyalty program and they had my email address.

Posted by
2070 posts

I will ditto that. In the past month American first removed the itinerary for the trip we should currently be on, and last week made a major (unacceptable) change to our itinerary for our late August trip. No notifications were sent. There were no problems getting refunds/vouchers when we called. Would be best for you to contact them first thing in the morning, and be prepared to make sure the phone robot understands the word "agent".

Posted by
2837 posts

As others have said, I'd monitor the situation. I've flown Lufthansa to France the last several years, and when there were modifications to a flight (there were some minor ones each year) I'd get an email. But this Spring I didn't get such notices, except for one that said our seat assignments had been changed (when actually the flight had been cancelled). So I just checked the Lufthansa web site on a regular basis.

Posted by
5541 posts

Your flight may be canceled but your reservation may still be valid. Delta could reroute you on different flights from Boston to our booked destination. If you are from the US the refund rule would apply if Delta cancels a flight and "the airline made a significant schedule change and/or significantly delays a flight and the passenger chooses not to travel". In that case you would need to request a refund. https://www.transportation.gov/individuals/aviation-consumer-protection/refunds

Posted by
300 posts

I have the same situation: flights show under my reservation, but one or more are not available through the booking option.

I called Delta this morning (got through immediately, no hold time), and the agent told me that in my case the flights that don’t show up under the booking option are actually sold out and still operating (for now).

So keep monitoring and call closer to your actual travel date.

Posted by
964 posts

The flight from Boston to Manchester is not sold out - I checked the seating chart.

Posted by
24 posts

I'm not sure that the seating chart is any longer a reliable indication of the number of reservations. "Basic Economy" type fares to not get seat assignments until the day of the flight, so there could be 100 unassigned seats appearing on the on-line seating chart and 100 Basic Economy passengers waiting for them.
-Ben

Posted by
1534 posts

Seating charts are totally unreliable. I have been on planes with every seat showing booked and the planes was half empty. I’ve been on planes where the seating charts showing all kinds of seats available and at the gate they were begging for volunteers because it’s oversold

if you’re flying the next few weeks and the seating chart shows empty that’s probably because the plane is wide open but any other time it’s unreliable

Posted by
2881 posts

In answer to your last question, yes, but . . .
Based on my experience, I advise you not to try to do anything on line right now. Here’s that experience. We were supposed to fly to mxp via ams on April 12. For a couple of weeks prior to that date, I knew it wasn’t going to happen, but the Delta website continued to show the flight, whether I looked at my reservation or just checked the site. About a week before the departure date, I got a cancellation notice from klm (ams to mxp segment) that the flight was cancelled. That was my signal to act. I called, and got a call back time of 25 minutes. Response came as promised. The agent checked our reservation and immediately agreed to process a refund for the whole trip. The credit appeared on our Amex statement a few days later.
Maybe as the airlines refine their responses to the on-going crisis in travel, they will develop easy ways to obtain refunds on-line; but right now, it appears that the best strategy is to wait until close to your departure time, then call. If you get a cancellation notice for any part of your trip, call for a refund.

Posted by
300 posts

My sold-out flights show tons of "empty" seats. People with tickets just haven't selected them yet.

Posted by
3142 posts

Expect Delta to notify you of cancellation 7-10 days prior to that flight

Here is what I would do: call Delta and before you give the agent any of your info, ask if there is a nonstop on 9/1 between BOS & MAN. If you are told no or it was cancelled, introduce yourself and say that you are confused as you have a reservation on September 1 for nonstop between those two cities and give the agent the flight number. That this flight was canceled entitles you to select a refund or e-credit. If you want to refund the entire itinerary, ask for it. Request an email confirmation and stay on the phone with the agent until you receive the email confirmation.

Posted by
964 posts

Update as of 4/26:

I checked the Manage My Trip area and it appears that the Boston - Manchester flight has been cancelled. I did not receive an email from Delta.

Delta has a special phone number for cash refunds: 1-800-847-0578. The cash refund service is available Monday - Friday 8 AM to 7 PM. I will be calling on Monday 4/27 to ask for a refund. Cash refunds going back to the credit card used can take up to 30 days to process and two billing cycles to appear on your statement.

The Delta website only allows for a request for a refund that results in an ecredit.. According to the most recent Delta guidelines, the credit could be used through 9/30/22 for cancelled flights scheduled to depart through 9/30/20.

Posted by
864 posts

Wow, same here. Had a JFK-LHR to Europe (day flight) and a KEF-JFK return. The London leg has been changed to an overnight flight (no email about it, but now departing 10 hours later as a traditional overnight flight) and the Reyjavick leg is showing a red exclamation point about being "changed" but the times look the same. When I click on it, however, no seats show (period) and I can't book any flights to/from Iceland in July. Any feeble hopes I had of being able to still squeeze in a July trip are being dashed!

Posted by
964 posts

Update 4/27/20:

I called the special number for refunds and got through immediately. The Delta representative was very friendly and efficient, and processed a refund to my credit card.

Here are the terms of the refund:

Credit Card Refunds could take up to two billing cycles to appear on your credit card account. Refunds for eligible tickets purchased with cash or check will be processed within 30 business days.

Posted by
494 posts

Thanks for the telephone # and experiences. I Checked mine this morning. It seems i was upgraded to 1st class to CDG enroute to Spain. Departure is earlier and layover shows as longer. But the second segment I can’t open, CDG - BCN. Prior to today it always said check back 72 hours before departure.
I seriously hope they don’t think I’m taking this trip. I expect it to be cancelled and want a refund and not an ecredit.

Posted by
964 posts

Summary

August 2019: Delta announced a new seasonal route from Boston to Manchester England

November 2019: Booked RS Best of England Tour for September 2020. Our plan was to visit Liverpool before the start of the tour. Therefore, the new Boston-Manchester nonstop route was appealing to us.

January 2020: Purchased Delta multi-city tickets Boston - Manchester 9/1/20 and return from Heathrow to Boston on 9/23/20.

Mid-April 2020: Noticed that the BOS-MAN route was not available for purchase on the Delta website or on Kayak. Flights available were 1 -stops through JFK or Atlanta.

4/26/20: Checked my reservation through Manage My Trips. The BOS-MAN flight was cancelled by Delta but no email was sent.

4/27/20: Requested refund from Delta on the phone. I could have obtained a no-fee credit from Delta on the website to be used by 9/30/22 but preferred the refund. Delta has a special phone number for cash refunds: 1-800-847-0578. The cash refund service is available Monday - Friday 8 AM to 7 PM.

4/28/20: Refund posted to credit card statement.

Overall, I am happy with how Delta handled this. This whole process was simplified by the fact that the Boston - Manchester leg was a new route, and I expected it to be cancelled. Also, the entire itinerary was purchased on the Delta Website with no partner airlines involved. We also did not have the complication of separate flights within Europe. Last year we used miles to purchase round trip tickets Boston - Paris and bought separate tickets from Air France to complete our trip to Italy.

Posted by
3142 posts

Bob, if you don’t mind my asking, do you have a SkyMiles account with Delta? I ask because I am surprised that you did not get an email notifying you of cancellation.

For whatever reason, my refunds of both JFK — LHR and LGA — YUL roundtrips came through the following day. I hope yours comes soon!

Posted by
964 posts

Continental:

I do have a skymiles account, and used to have a Delta AMEX card. In previous years, Delta has sent emails regarding schedule changes.

Posted by
3142 posts

Bob, thanks for letting me know. I have no idea why email notifications are sporadic.

Posted by
47 posts

I thought I'd add my experience for a trip that was to start Monday.

November, 2019: booked flight through Delta, as a Skymiles member (no special status). Depart MSP 04-May, connect/transfer at AMS 05-May, KLM operated flight to LIS. Return 16-May, AMS to MSP

November, 2019: booked separate hop from OPO to AMS through KLM, as a Flying Blue member. (Did not want a 5:00 AM flight from OPO to AMS returning to MSP.)

16-April: my hop from OPO to AMS was canceled, notified by email from KLM. Voucher only.

18-April: my 4-hour layover on 05-May for the LIS segment was reduced to 45 minutes, when reviewing My Trips on Delta.com.

29-April: trip no longer appears in My Trips, and a search for the original itinerary turns up no such route found.

Like most everyone else, I'm now playing the waiting game with Delta and will see what happens between now and the 4th.

Update: One of my siblings somehow received my trip cancellation email from Delta on the evening of 30-April. Our email addresses aren't even remotely similar; we are both Delta customers. The email is suggesting I redeem my ecredit. They canceled, and I will be requesting a refund.

This was to be have been my second European trip. I'll hopefully look forward to planning that second trip, for Fall 2021 or later.

Update 2: 02-May. I called Delta this morning. The entire process from start to refund confirmation emails took under 30 minutes (including a 20 minute callback wait), and we verified my email address, which of course they already have. No complaints, everything went smoothly, and I should get refund back to my cc at about 30 days out.

Also, I have my voucher from KLM, valid for 1 year from date of issue.

Best of luck to everyone else having to sort things out. Thanks to those on this forum who, in some form or another, provided intelligent and straightforward guidance (without all the drama).

Posted by
3142 posts

JG, call Delta directly and instruct the agent to refund your ticket. It is best to handle this speaking with the agent and not online.