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My trip has disappeared from Delta! EDIT: Delta fixed the glitch

Has anyone had this happen? I booked my trip to GLA from MSP in early July. I paid using e-credits and my Delta AMEX card, and received a receipt with a ticket and confirmation number. The charge appeared on my AMEX bill and I paid it.

But when I just went to check something on the trip, there is no record of it on the Delta app or website. I've searched by confirmation no, ticket no. and credit card number but it's keeps saying there is no record. I do have a receipt that showed up on the Delta website and a confirmation email. I'm online and trying to message Delta now but just wondered if anyone else has had this experience. I'm freaking out a little.

Posted by
10222 posts

I had it happen using United miles and booking through them on an Austrian Air flight. That flight segment disappeared, so I contacted United and they said they fixed it. That segment disappeared again, and I ended up changing it to a different European partner airline because I didn’t trust it anymore. This was for a 2020 trip, so obviously it didn’t end up happening.

Posted by
610 posts

I had to contact Delta customer service via phone to have it sorted out. Interesting I also had this happen for upcoming travel on Amtrak. The train was no longer available. Amtrak had emailed to say that I had been rebooked. However no rebooking had occurred. Instead everything fell through the cracks. An agent was able to take care of that as well.

Posted by
6312 posts

I hope it's just a glitch - unfortunately it takes forever to get anyone to respond. I've got both the message window open and I'm on hold on the phone, so we'll see which one answers first. I checked to make sure the flight hadn't been cancelled but it's still there.

Posted by
6312 posts

PROBLEM SOLVED! I finally got someone on the phone and she fixed it. For some reason, Delta cancelled the trip on July 15th (of course, I received NO notification) but she was able to reinstate the trip with my chosen seats and it's now showing up on the website.

Phew!

Posted by
42 posts

Glad to hear your problem has been resolved. Mine has never been resolved. Had a booking and e-tickets then Lufthansa changed one of my flights. Even though I did not ask to cancel--the agent and I actually agreed to the flight change--they then refunded my tickets three days after they changed my flight. Have never received an email from them; only found out by seeing the refund on my credit card statement. Many phone calls and emails later and they still say I just need to buy new tickets. (Meanwhile they do tell me when there are other flight changes to this booking I cannot use!)

I have a tour scheduled in late September but now have no flight. I will definitely not use Lufthansa again. This has become doubly complicated as last week I had major surgery and have to wait a couple weeks before I find out if my medical team will allow me to take this trip. Oh well, at least I have travel insurance and a valid medical reason if I have to cancel.

Posted by
6788 posts

Hopefully your departure is not imminent. Here's a suggestion: It's possible (likely) that one (or more) of your flight segments was cancelled or significantly changed. In that case, you might be able to use this as an opportunity to get a better flight (assuming a better flight exists).

Before you speak with someone (you probably have some time to kill while waiting to speak with someone, might as well use it productively), "do your homework": go search Delta (and their partners, eg Air France/KLM) to see what flights would work best for you. Note all the details of your alternative flights, jot them down, have them ready when you speak with the agent.

You paid for your ticket, they will get you where you are going; if your original routing is no longer an option, you can request a different routing (fewer stops/layovers, more convenient timing), even if that would cost more if you paid for it today. You already paid for your ticket (it's a legally-binding contract), they'll take you there. Don't expect an upgrade to business class, but if your old routing had two connections and a miserable long layover, but if you can find a better ("better" as defined by you) routing that starts and ends in the same cities as the original routing, you can ask for that and as long as there are available seats, they should give it to you. It'll help if you have done your homework and have all the flight numbers and other details for your preferred alternative. Be nice, ask politely, let them Do The Right Thing. Good luck and don't panic!

Posted by
6312 posts

Deborah, that is awful - I'm so sorry! I hate it when the airlines treat travelers like pawns to be shuffled around (or kicked off) at will.

Posted by
6312 posts

Thanks, David! Delta did fix the problem and restored me to my original flight (in May of 2023, so I had plenty of time) with the original seats I had chosen. I think it was a glitch with my personal account - I'm still not sure what happened but they had cancelled the flight because the record of my payment was not showing up (even though I had used eCredits and my AMEX card to pay it).

The woman I spoke to was very very helpful (and it turns out, she lives in Hibbing, MN, which is not too far from me) and resolved everything. So I am much calmer now. But thank you for your information - I may need it in the future!

Edit: I'm always nice. 😉 I've been on the other end in customer service and know how stressful it can be.

Posted by
6788 posts

Well, you're a Minnesotan, so it kinda goes without saying, no? 😎

Glad it worked out. Worth remembering: if your trip isn't until May 2023, you can expect that there will be a schedule change (possibly many) between now and then. Any time you have a schedule change, it presents you with an opportunity to request a different/better alternative. So file that away for the next time Delta's schedule shuffles the cards. Cheers.

Posted by
6312 posts

David, ha ha!!! Yes, that Minnesota nice is real. :) I will remember and thanks again!

Posted by
6312 posts

Tom, interesting. I remember the merger - my brother is a pilot for Delta and he talked about it a lot. That's why Cincinnati lost its hub status with Delta - it was too close to Minneapolis, which was a bigger city.

Posted by
2745 posts

Delta is currently having an IT meltdown as far as I can tell. They have refunded me the fee and taxes for a frequent flyer ticket three times but still haven’t given cancel the flight. I assume eventually they will fix this it’s not until October so I’m not panicking over it right now

But if you are flying Delta the first of every week check your flight. Delta does schedule changes on Saturday, known in the frequent-flier community as schedule change Saturday, fights on Sunday often are complete and total disaster but by Monday you should see what you’re really getting and that’s when you need to call Delta if you don’t like what they did to you

Posted by
6312 posts

Carol, thanks. They changed one of my flights to Germany and I didn't realize it till a month or so later. I am definitely going to be keeping an eye on this trip!