My wife and I purchased tickets a few months ago to go to Maui together. Since then, we've reconsidered and instead wanted to take our children on their first-ever aviation experience, in this case to Florida! The cost of making this change would result in our having to spend a bit more money (e.g. 2 people Maui was $1499, 4 people to Florida would be about $1664.

In reaching out to Delta via the Messages app, I requested to be able to add our two children to our reservation. I was told that it's not possible to add additional people to an existing reservation. Subsequently, I proposed that I change our existing reservation destination to Florida and then use the remaining eCredit (which I suspected to be around $667) to go towards the purchase of the tickets for our children. Again, I was told this was not possible because the eCredit would not be transferable to my children.

This was the first time I've heard of eCredit not being transferable. Nowhere in our Contract of Carriage did it state that if I were to receive an eCredit, that it would be non-transferable. This led me on a wild goose chase with the representative who I spoke with to find out where on the Delta.com website it mentions that eCredits are non-transferable. I looked high and low on the Delta website for any indication that this was the case. The representative continued to try and convince me that it was true that eCredits are non-refundable, but each time I requested written proof for what seems to me like a simple type of policy that should clearly be stated somewhere readily available for a consumer to read, she couldn't provide any evidence. I was even encouraged to navigate to this weird URL by searching for 'delta eCredit non-refundable' on the Google site, and though in the Terms and Conditions tab it does indicate under the section titled 'Redemption/Transferability' that "this eCredit is non-transferable UNLESS assigned to someone traveling with the original eCredit owner on the same reservation at the time the eCredit is being redeemed" the representative refused to allow me to even do this (what I would have wanted to do is cancel my current reservation, then create a new reservation where I would include my children and use the full eCredit amount available plus pay the $165 additional cost.) When I asked the representative how a brand-new customer to Delta could discover what stipulations are in place in how they can use their eCredit, they didn't have any answer either. There is simply no clear-cut written guidance available to a consumer from Delta on how eCredits can be used.

I was on this chat with Delta from 17:56 to 23:28, which represents over 5 ½ hours of them not being able to provide me any clear written indication as to what Delta customers can expect when it comes to using eCredits.

/rant