Background:
I booked a cash fare on Delta One from New York (JFK) to Los Angeles (LAX) for flights during the past holiday season. Five hours before my flight, I got a text from Delta saying that my seat was changed due to an equipment swap. And not just that, but Delta downgraded me to the Main Cabin.
Downgrade Text
Why Did Delta Downgrade Me?
Even though both planes were 767-300’s, they have different configurations. The new plane assigned (76K as Delta calls it) only has 26 Delta One Business Class seats. Versus, the original plane I was originally assigned on (76L) has 36 seats in Delta One. Meaning, they ended up 10 seats short. It seems that my original plane was delayed from Europe, so they swapped the plane to make sure our flight was on time.
Delta One on 767-300 (76K)
What About Premium Select?
Interestingly, I saw that the new plane that would be operating our flight had a “Premium Select” with 18 seats. Why weren’t the people downgraded accommodated into that cabin? The lady sitting next to me, and a couple two rows behind us were all part of the 10 who got downgraded and we all ended up together in the Main Cabin. I think Delta just didn’t try hard enough to accommodate and put us wherever they could. Downgrading to Premium Select would definitely have made the experience feel better and as if they put an effort given the circumstances.
Premium Select Cabin on 767-300 (76K)
On the plus side, even though my ticket was showing “Main Cabin”, it was actually a Comfort Plus seat with a bit more legroom, but they sell it as a standard Main Cabin seat on domestic flights. The couple who was 2 rows behind me ended up in a standard Main Cabin seat, and I heard two other people grumbling down the aisle complaining about being downgraded and in row 50. I got lucky, to say the least.
The lady who sat next to me was quite friendly and joked that it would be nice if we got the meals that we both pre-ordered in Delta One. I told her that would be very surprising if it came true. As predicted, we did not receive our pre-orders- who would have thought!
Main Cabin (Domestic) Comfort Plus (International) on 767-300 (76K)
Any Rebooking Options?
So, after I got the text informing me of the change, I immediately called Delta. They said all flights in Delta One were sold out for the day due to the holidays and upcoming weather. Thus, there were no other options. They did add me to the standby for an earlier flight, but there were no seats available. I also checked with an agent at the JFK Delta Sky Club when I arrived at the airport. Sadly, nothing new popped up. She did tell me to reach out via phone/email after I completed my flight and that I would get a refund of the difference between the Main Cabin to Delta One plus something for the inconvenience. Love how I have to reach out, can’t they proactively do it? 🙂
Refunds Timeline
I submitted a refund request complaint online the day after I completed my flight. The automated email said current response times may exceed 30 days in some instances. About 14 days later, a day or so after completing the final leg of my roundtrip, I finally received an email that seemed partially automated. It was from a Refunds Solutions Specialist that refunded the difference between the Delta One fare to the Main Cabin. I’m unsure how they would calculate the price on that, but with the refund it made the Main Cabin ticket end up costing me $160 one way which seemed to be fair. Oddly, the case number it referenced wasn’t the same as my refund request complaint, so I figured they hadn’t fully addressed it yet.
At day 30 I wanted to check the status of my complaint after hearing nothing on email. So, I called in and got connected to customer care. After explaining my situation, in addition to the fare difference I had received, she said I was eligible for $250 eCredit or 10,000 SkyMiles for the trouble, so I took the eCredit. It seems a bit low given how much they have been giving out in eCredits when looking for volunteers on full flights. But, it’s in line with what people on Reddit have shared with similar experiences to mine. Looks like Delta downgrades people quite often…yikes.
The Verdict:
Out of hundreds of flights I’ve been on, this has been a first for me for getting downgraded on a flight. I do feel Delta could have been more proactive with the whole experience including the refund and complaint resolution. Hopefully, those who are reading never have to deal with this.
Have you been downgraded before from Delta One to the Main Cabin? Or on another carrier? How was your experience? Comment below!
Cheers,
Ty
Have any questions? Comment below or email me at takeofftotravel@gmail.com. I’ve also started working with a travel agency, Fora Travel, and can assist in booking hotel stays or planning trips. You can also view all my other posts here! Thanks for stopping by!
Three days ago an ATL gate agent called me to the counter. She asked, “You’re in Seat 1F correct?” I responded in the affirmative. She said, “Your upgrade came through but the entertainment screen at your seat is broken. There are no other Delta One seats available. You’ll have to move to the coach cabin.” I told her I had an iPad and book with me and I’d fly without an entertainment screen. I told her I’d contact Delta to complain about the broken screen and I was confident Delta would compensate me for it. She kept insisting I move… Read more »
Just before boarding the return flight to ATL from HNL a gate agent called my seat mate to the counter. She told him his tray table in seat 1D was broken. Because there were no more Delta One seats open he would be moved to coach. He said he’d eat his meals in his lap.
Very interesting! Crazy how their whole operation seems very messy as of now. I’m glad you got to keep your seat and that the IFE worked. Thanks for sharing.
I would have thanked them for giving me a seat without an entertainment system that I don’t want!
Typical Delta vaporware
No value for loyalty either with your Medallion status
$250 on top of the refund is absurdly low compensation for a downgrade. You made plans assuming the premium cabin seat was available. Minimum $500 compensation plus the refund.
Agreed! Thanks for reading.
Shit happens
After SWA royal holiday meltdown occurred, I had everything promised to me, 25,000 x 2 miles, refund for alternate flights I took, status extensions and all done within 20 days. What took delta so long?
Great point here…thanks for sharing!
remember when Delta was a quality airline on all fronts? It feels like forever ago but it’s only been around a decade.
We have used numerous airlines but majority use Delta. Delta is still by far one of the better airlines. We have been fortunate than, only one staff with bad attitude. The rest have been super to us.
I used to be a fanatical Delta fan. The plethora of devaluations along with some other things showed what my loyalty was worth to them. They also made enough screwups that even suggest flying Delta to my wife (who is not involved in miles or loyalty) is guaranteed to start a fight between us. For me, it was leaving an abusive relationship but I’m genuinely glad that you’re happy.
I’m glad you’ve had good experiences. Cynthia! Thanks for sharing.
I feel the same. As far as domestic airlines go, I’d take Delta before any other airlines. I’m usually always upgraded to first. Yearly companion tickets I rarely use. Great service in a pretty nonexistent service world today. Nice sky club if not crowded. Many times I’m traveling to a somewhat stressful situation where my time on Delta may be the nicest part of my trip.
I definitely feel you Christian. I used to have solid experiences on Delta when I first became Medallion back in 2014. Now, not so much. Thanks for sharing.
Did you have status with Delta? I’m curious how they decided which folks in D1 would be downgraded.
I’m currently Delta Gold Medallion. I’m sure they just went by pure numbers with the cash fare paid and didn’t look into loyalty. Thanks for reading!
Last May got a call from AA asking me if I would be willing to downgrade from flagship biz to coach. They offered me an immediate credit of $500. I was #1 on the upgrade list ahead of Conkeys (I am EP) and when that didn’t clear refunded me proactively. Was seated in Premium Economy and FA sent drinks back, and invited me to hang with my wife, who kept her seat. Fed me too.
Wow that’s nice of them to proactively call! Sounds like much better customer service here. Thanks for sharing!
You definitely should have demanded more than this. I received $150 eCredit plus 7,500 sky pesos for writing an email about how rude the gate agents were at JFK and how many delays associated with my flight. This was a poor effort on their part.
Thanks for sharing and reading!
This just happened to me and my wife 1/29. We were on a paid Delta One fare from LAX to JFK, about an hour before the flight we got the same message informing us we’ve been downgraded to main cabin. The only option they offered was to rebook on a red eye flight going out 8 hrs later. Wound up buying two last minute tickets on JetBlue Mint and am hoping Delta will do the right thing and refund us the money and provide additional compensation at least to make us whole with the Jet Blue tickets. Sounds like for… Read more »
Thanks for sharing, and sorry that happened to you! Keep us posted on how the refund process goes, I wish they were more proactive.
Several years ago I was downgraded from first to economy on American. I paid full first class ticket. It wasn’t an upgrade. They changed aircraft and I was placed in the back of the plane. American’s attitude was either take the economy seat or lose all. This was a NYC to SFO flight. After 6+ months and numerous emails and calls to American, I received a $62 fare credit. That’s it $62. The first class ticket was greater than $2,300 and coach at the time was less than $200. It was like pulling teeth to get the $62. It was… Read more »
Oh my, sorry to hear that! The 6+ months does not sound fun. Appreciate the share!
10K Delta mlles is such a joke. It should be at least 50K. The difference in miles between Delta One and main cabin for this flight is about 72K.
I totally feel! Thanks for reading!
I had a downgrade from a paid First fare a couple years ago with Delta… it was just Atlanta to Chattanooga (30 minute flight) that was changed from a MD-88 to a CRJ with no First about a month before departure. Only rebooking to keep First was 12 hours later, which is silly for that flight to wait. On the day I traveled, I did complain about it in the SkyClub and they gave me a $200 eCredit. On my return home, I filed for the refund of fare difference (they calculated it to be $28) and received that back… Read more »
Ooo interesting! Thanks for sharing!
File a DOT complaint, airlines do this bc passengers just accept it and go oh well. Whenever I buy a J fare, I screenshot the Y fare in case they do this, bc the airlines downgrade you and then refund the fare you paid from like full Y. Absolutely unacceptable that it’s only $160 difference for a cross country ticket.
Thanks for sharing! Just to clarify, the refund was more, but net effect made the economy ticket cost $160.
Gold status isn’t enough to keep you up front. Plenty of flyers with top tier status, they’re gonna bump the lowest status first
After traveling 70-90 segments a year with Delta, I flew on them last week after a 3 year hiatus, what a joke. I will fly American if I have a choice; Delta has lost it and people who think they are with are just barely hanging on.
Sorry to hear that, thanks for sharing!
I purchased a First Class ticket for my sister on Delta. It was her first visit to my new home and I did it as a surprise for her. You cannot imagine my shock when I discovered she flew in the main cabin. She is an inexperienced flyer. Fortunately, I saved all paperwork and wrote to Delta. She received a $200 credit for a future flight. Still, I was and still am unhappy. No one in my family has been on a Delta flight since. We all fly United.
Sorry to hear about your sister’s experience! Thanks for sharing.
I had the reverse happen to me! I was ticketed for a flight (LAX/JFK/LAX) over the holidays using their lowest fare (ie: no upgrades allowed). Was notified of cancellation 24 hours prior and rebooked for a flight two days later. Couldn’t do anything online or the app, so I spent nearly three hours waiting on an automated callback. Got a really sweet agent in ATL. Despite my elite Medallion status she could not get me on a flight any sooner, or even waitlist me. She was very apologetic and immediately changed my new booking to Delta One both ways with… Read more »
Wow, you must be quite lucky! Glad to hear, thanks for sharing.
Not unusual. Air Canada did it to us. Their excuse was the same. Same type but a different configuration. I would buy that excuse if I were sitting in row 18 and in the different configuration there were only 17 rows but, we were seated in row 9 so it should never have happened. Air Canada has this little trick of auctioning upgrades. My guess is someone bid higher than what AC would have to refund me. It isn’t so much a configuration issue as it is maximizing profit and, I don’t believe they care who they inconvenience.
That sucks! Hope this doesn’t become a normal event. Thanks for sharing.
Air France downgraded us from Business to Economy the day after a strike, so not only did they give away our confirmed seats, when we boarded there were TWO uniformed AF employees in Business – that was unbelievable that they’d keep non-revs in Business & downgrade paying passengers. Neither AF or our Travel Agent will refund us the difference – each says the other has to and DOT can’t help as foreign flight. Luckily it was a short flightn, but word to the wise might be to demand refund on the spot – we tried but they said our TA… Read more »
Thanks for sharing! But, wow that’s not fun! If your flight originated in Europe, the regulation EU261 is supposed to protect you. Did you file a claim online with AF? The regulation states that amount of the compensation varies depending on the distance of your flight, from 30-75% of your ticket.
So that was the only delta flight you went on and it was the only one that was downgraded. HARSH!
Thanks for reading!
Delta Airlines suck. I took my wife on a trip to Seattle last April and on our way back to Denver, we had to switch planes in SLC, somewhere between Sea-Tac and SLC the ramp guys broke my wife’s power wheelchair and said there was nothing they could do. So we will never make the mistake of flying Delta again and stick with United Airlines.
Sorry to hear that. Thanks for reading!
February of 2022 I was downgraded on a Delta flight from Denver to Detroit. I booked and paid for my 1st class ticket 6 months in advance. My husband was on the same flight and booked separately than me. He did not get downgraded. There was no plane change and the same number of 1st class seats. They could not give me any reason and gave me a $200 credit and a small fare difference refund. I would have rather sat in the seat I had booked … but was informed that your seat is a preference (even if you… Read more »
It would have been better if they could have asked for volunteers at the airport.
Perhaps! I wonder how high the vouchers would have gone. Thanks for sharing!
You just didn’t know your rights, they can downgrade you but you could have asked to be accommodated to the next higher class, also I’d have still argued for my difference in ticket fare. I also hope you asked for a refund for the difference.
Thankfully, I did get a refund for the difference! Thanks for reading.
what seat where you in Delta One? I am assuming they just moved every one from rows 7,8,9 back to main or did they use some other criteria to determine which of you were moved to the back?
I was originally assigned row 5 so I really think they just checked who paid the least and bumped them. Thanks for reading!
So, you did you receive a refund and $250 OR just $250? Either is unacceptable to me.
It was a refund of the fare difference + the eCredit. Thanks for reading !
What a misleading post. First was it true that all dl 1 options were sold out during holidays. Probably yes. 2 you refer to prem select seats. Just like your seat which was a comfort pluscseat sold as a regular coach seat. Prem select is sold as comfort plus seat on this type of 767 domestic. 3 they took care of 200 plus passengers and slightly inconvenienced 10 and gave refunds and miles. Sounds like a decent way to run an airline. See Southwest on how not to run an airline.