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.
Rant About Delta's Seating Policy
"Recently, I traveled on Delta from JFK-SLC with my family. Many months earlier, I had used 200k Continental miles to purchase 4 first class tickets. One week before the trip, I called to request children's meals. While on hold, I checked the Delta site, and there were more than a dozen seats open in first class. After requesting the meals, I re-confirmed my reservations with the CSR.
"When we arrived at the airport, we were given 4 coach tickets in the back of the plane. After complaining, we were told that the equipment had changed, which reduced the number of first class seats (from 26 to 24). When I pointed out that I had purchased first class seats, they were able to find 3 spread-out seats for us, which meant the family was separated. The counter agent said we had to request re-seating at the gate. The gate agent was not any more helpful. When I asked how it was that we were not given priority, all she could say was that the computer randomly assigned the seats when re-seating, but she would not tell me whether we were given lower priority because we had frequent flyer award tickets. When I said that she should re-assign someone who had been upgraded back into coach (where they started), she said 'that wouldn't be fair to them.' When we got onboard the plane, passengers (no help from any Delta employee mind you) were nice enough to switch seats so that the kids sat together with my wife behind them.
"After the trip, I emailed Delta to complain. They refused to answer a simple question: 'Please explain why the computer system is programmed to give less priority to frequent flyer first class passengers than to Medallion coach passengers.' It took 4 different managers and a coordinator until they said: 'We do have an in-house policy on priority of accommodation. However, we do not disclose this policy publicly.' So don't think that your first class frequent flyer award tickets are worth anything on Delta. You're worth less than a coach passenger with an upgrade. That is not right under any circumstances. It's bad enough airlines make it almost impossible for you to redeem frequent flyer miles for tickets, but having done that, you should be treated as if you paid cash for those seats, and you should have priority over all other coach passengers, regardless of status." [John - New York, NY]
Delta Rebooking Fee
"Daughter and I had tickets on Delta to fly to Rome. She had serious problems at her office; we cancelled a month ahead.
"Last week I booked a Delta flight using the cancelled ticket. Delta charged me a penalty of $250! Not only did they have the use of my $540 for several months; they took $250 for 'rewriting' my ticket. How long does it take Delta to write another ticket? Ridiculous!!" [G. L.]
FlexPerks and Similar Credit Cards
"Many credit cards are now offering you miles for dollars, promising airline seats with no capacity controls and no blackout dates.
"I am NWA Platinum elite, and many flights are now flying full. Like we have not all noticed.
"So how are these programs going to work? Are they making promises on which there is remote possibility of fulfillment? How does this work? Do you have any clues?" [Kathleen B. - Minneapolis, MN]
[FrequentFlier replies - There are pluses and minuses to proprietary credit card rewards programs like FlexPerks. But they certainly do deliver on the promise of hassle-free awards, since they purchase tickets on cardholders' behalf when they redeem their miles. So the blackout dates and capacity controls that make airline program awards such a hassle simply do not apply. For a fuller discussion of the new FlexPerks card, see my recent SmarterTravel blog.]
Northwest/Delta Probem
"If you go to the Northwest web site and book a Northwest Vacation you are prompted to go to Upgrade to Business class for these Vacations. I booked a trip to Hawaii and then called the 800 number to use my Frequent Flyer miles to upgrade to business. I was told that they were not longer honoring that Vacation Upgrade.
"Why then is the upgrade still offered on the web site?" [John R.]
Until next week...
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