Feedback from the Frontlines of Travel
We welcome reader feedback on issues related to travel generally and frequent flyer programs in particular. Please use this link to submit comments.
Southwest 'Setting the Standard'
"... an additional positive comment on the people who work the 'free' desks at the airlines.
"It can pay to check back on available seats and flights on a given day. In this instance, it was on Southwest from Chicago Midway to Portland, Oregon next month. When the nonstop seat 'popped up' as available, I had some difficulty with booking online, so turned to 'Loretta 76' with Southwest by phone in Houston. She took care of the matter instantly. For me, it will mean getting home from Europe some seven hours earlier than an already-booked award with another carrier (who have done their very-best as well). I'll need to arrange a shuttle from O'Hare to Midway, but that's a very small price.
"Southwest Airlines has set the standard for customer service and care. Sure, they don't have any airport clubs. But, with Southwest my experience has consistently been that they get you where you want to go without the need for a club room to appease getting stuck.
"After all, it's really just travel." [Ed N.]
Delta Versus American
"I realize that you guys really, really like American and its frequent flyer program, and really, really don't like Delta and its frequent flyer program, but that's no reason to ignore Delta when they do something right.
"For a couple of weeks now, Delta has been offering (through May 31) to double points transferred. It's a great opportunity for those of us who have friends or relatives with points that will soon expire or never be used. My son turned 13,000 SkyMiles he'll never make use of into a nice 26,000 mile Mother's Day birthday gift for me. But I didn't learn about that offer from your mailings. And, so far as I can find, American isn't matching the offer -- but American severely limits the number of miles that can be transferred either into or out of an account, while Delta's allowance is much more generous." [Charlotte]
[FrequentFlier.com replies - Delta comes in for its share of criticism, both from this publication and from our readers. We've also praised them on more than one occasion. Same with American. In fact, one of the themes in recent months has been the decline of American's program, and what may be Delta's rise to the top of the mileage program heap. And as for that Delta transfer bonus, we'll cover it in next week's newsletter.]
Response to Kim, Whose 26,000 Miles Are Expiring
"Your miles are expiring because you are not a frequent flier. Some airlines' miles do expire like that, because it makes sense to them (and me) as if you really did fly much, that balance would continue to grow.
"You also 'can't justify spending $56' to keep them. Either you don't get paid very much, or you don't think having the ability to fly round trip somewhere in the U.S. (albeit coach) with those 26,000 miles for $56 is a good deal. No matter how this pie (first class maybe, some day) is sliced, you should probably be satisfied with your never fly anymore job and worry about something else...
"Keep up the good work." [Kevin D. - Two Harbors, MN. Platinum Elite NWA/Delta, Diamond Hilton, Platinum Holiday Inn, Executive Elite National Car Rental]
[FrequentFlier.com replies - We have a mix of travel types subscribing to this newsletter, from the very occasional leisure flyer to the veteran road warrior. The hope is that the experts will serve as mentors to the less experienced. We all started out as newbies, after all.]
Delta-Northwest Merger Issues (continued from last week)
"I'm not quite sure why this reader was having quite so much difficulty, and there are obvious fixes to many of the reader's problems. The most obvious is that NW and DL have been allowing people to merge their frequent flier accounts for months, and even given bonus miles for people who merged their accounts.
"As for much of the rest of the complaint, well, it strikes me as incoherent (and I'm a DL Platinum elite too), and I'm surprised you even published it." [Adam]
Delta/Northwest a Carny Show?
"Am I missing something?
"For quite a time, any thought of a Delta-Northwest merger was ridiculed as not-any-longer-healthy Delta buying a bunch of very old airplanes and a history of in-your-face indifferent and surly service with Northwest. By way of reference, my experience with Northwest dates to the late 1950s.
"Since the merger announcement, that kind of talk has all but disappeared from media commentary. With airline deregulation dating from 1978, what benefit accrues to Delta that they couldn't just simply do on their own? Add in that both carriers are parking a lot of airplanes in the Arizona desert and any sense to this merger is below the radar." [Ed]
Expired Aeroplan Miles (continued from last week)
"Regarding Richard E.'s email [last week]... He was President and COO?
"Think. Start at the top, not at the bottom and work yourself up the ladder. I've written many a letter to the CEO/President and have had enormous success. Good luck." [Pam L.]
Until next week...
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