Delta Earns a Cranky Jackass Award for Requiring Several Week Advance Purchase to Book Low Level Domestic Awards and Not Telling Anyone

You may have seen elsewhere that Delta has decided to stop publishing all award charts. That’s bad, because it makes it easier for Delta to change mileage redemption levels without telling anyone. But there are other changes afoot, and I don’t remember seeing them announced anywhere. It appears that Delta is now implementing a three week (or more) advance purchase rule for low level domestic SkyMiles award travel. The news just gets worse over there.

Delta may have a fantastic operation and a good onboard experience, but it is quickly establishing itself as the airline that has an absolute disdain for transparency. While I like flying the airline, actions like these certainly make me think twice when I look to buy tickets. Delta has earned itself another Cranky Jackass Award with these latest moves.

Delta Icarus

Delta had already gone to a very complex five tier award chart, but now those redemption levels won’t even be published at all. This makes it more like a revenue ticket where you don’t know the fare until you search, but award travel is different. Award travel is aspirational so Delta should want its loyal customers to know what they need to earn in order to get their reward. Award charts set goals and encourage people to keep flying (or spending) to reach those goals.

Instead, Delta has decided that it doesn’t like people to know in advance how many miles it will take to do anything. I received this terse statement from the airline. “Delta’s expanded search capabilities and calendar at delta.com offer more flexible and accurate view of Award prices.” Uh huh. That means you have to go through the booking process and will only be told the mileage required during a search. Delta is notorious for not having awards price correctly. Now it won’t matter because you won’t know what it was supposed to be in the first place.

This strikes me as an act of hubris. Delta thinks it knows what you need to know, and redemption levels are clearly on the “you don’t need to know” list. This attitude isn’t new at all. Remember the ExpertFlyer issue? Delta has been trying to hide useful information for some time now.

With this new opaque system, Delta can sneak in any mileage redemption changes it wants and not have to tell anyone about it. The most interesting result so far is that Delta appears to have put in an advance purchase requirement on award tickets at the lowest level (though frankly, I’m not sure when this new policy started).

Take a look at this calendar showing coach availability from Atlanta to Savannah.

Delta SkyMiles Advance Purchase

I figured this would be a market without a ton of award demand, so it would have good availability. I pulled this on Saturday, and sure enough, you can see there appears to be a floor of 20,000 miles within two weeks of travel. In the third week, the floor is 17,500 miles. And only beyond that will you find availability at the low level rate of 12,500 miles one way. Coincidence? No. I looked again a day later (yesterday) and both February 22 (two weeks out) and March 1 (three weeks out) bumped up to the next level. (This is happening in First Class as well.)

Pick out any of your least-traveled short-haul favorites and you’ll see the exact same thing. For example, Seattle-Spokane, JFK-Syracuse, JFK-Buffalo, Salt Lake-Denver, and Detroit-State College all look identical. On longer haul domestic routes, things look worse. It appears that there’s an extra week buffer in there. Shorter term redemptions start at 25,000 miles one way for that. Keep in mind that these are floors. On longer and more popular routes, low level availability becomes more scarce anyway so it’s unlikely you’d see even these floor levels available. For now, this doesn’t impact international travel… yet. [Update: I take that back. It does appear to be impacting international as well.]

Now, I want to be very clear here. If Delta thinks that requiring an advance purchase for low level awards is a good idea then that’s Delta’s business. I personally think that’s stupid. (If low level availability is going to help an airline fill seats at the last minute, then it should have that tool instead of using the blunt advance purchase instrument. There are enough fences involved that Cranky Jackass Awardwill prevent abuse.) But hey, it’s Delta’s decision to make.

What I’m really here to criticize is Delta’s decision to be completely opaque with this and not tell anyone. That’s what earns the Cranky Jackass Award. It used to be that airlines would at least have to tell you if there was going to be a devaluation. What Delta is saying now is that it will do whatever it wants and it won’t bother to let you know.

I asked Delta for comment on this particular change and was told “There are multiple considerations going into award seat availability resulting in availability that will vary by time and market.” There’s that vagueness again.

I don’t earn miles in Delta’s program anymore. (I earn with Alaska when I fly Delta, though who knows how long that’ll still be allowed.) I know Delta was hoping to make SkyMiles more attractive when it allowed for one way redemptions among a host of other changes earlier this year. But so far, the changes are only pushing me further away. I can’t imagine I’m alone in this.

(Thanks to reader Cale for tipping me off to this.)

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39 Comments on "Delta Earns a Cranky Jackass Award for Requiring Several Week Advance Purchase to Book Low Level Domestic Awards and Not Telling Anyone"

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AC Chicago
Guest
Frankly I’m surprised that you could find ANY low-level award availability on Delta. Unless you’re searching for flights out of a major hub, I’ve found SkyMiles to be all but worthless. It’s too bad – used to be a great program. As you said, having defined award charts would seem to motivate people to continue flying to save up for that aspirational trip. Now you have no idea if that trip will be 12,500 or 37,500 per leg of a r/t flight. As a Chicago flyer, I’ve all but given up on Delta unless it is a trip to LGA… Read more »
noahkimmel
Member
Good luck with shuttle! As a PM and co-brand CC holder, I have flown a few award trips on DL between LGA and ORD and have a very hard time getting Sunday shuttle flights at low level (unless its the 6 am). Amazing since the flights are empty, but sure enough, they want me to connect in MSP to get the cheap awards. Cranky hit it on the head “Delta may have a fantastic operation and a good onboard experience, but it is quickly establishing itself as the airline that has an absolute disdain for transparency.” I’m afraid DL is… Read more »
SEAN
Guest

Noah,

The problem is Delta, American & United assume that no matter how they screw with the customer, they will return because they always do. It’s not an overt statement – rather it’s the way things are done as a corporate enterprise.

Ben
Guest
Sadly, I think now that there are only 3 major airlines, Delta doesn’t think it needs to treat passengers well. Sure, it will always cater to the business travelers who rack up diamond status, but they have shown that customers like me who went out of their way to fly Delta in the past are as worthless as the bargain hunters who only buy the cheapest fare. I’d bet United will follow suit within six months, because UA management seems to think running an airline involves copying whatever Delta does. Until the big three fall on hard times again, I… Read more »
A
Guest
Even if Alaska “wins” Seattle (which I think they already have) it’s just one market. For most people you can’t replace DL with AS. That includes everyone east of the rockies. A combination of WN, B6, etc. might offer enough destinations and schedules but again, it’s going to be tough unless you’re only flying to larger cities. Point is Delta knows I can’t leave them unless I go out of my way flying absurd connections and losing a ton of time. That doesn’t work for business, and my SkyPesos – those are for leisure. Cranky is right to give them… Read more »
JuliaZ
Member

I fly Alaska exclusively from Seattle even if it costs a little more. Service excellent and it’s easy to use my FF miles for tickets.

Jason H
Guest

Delta is also using married-segment logic with award tickets now.
I recently booked an award flight JFK-SFO-LAX-OAK for 20., but JFK-SFO alone with the same JFK-SFO flight was 25k. Not the end of the world if you know to expect it and are willing to look around a bit, but rather unexpected to say the least.

SEAN
Guest

Just be thankful that Delta doesn’t do the same thing with it’s schedules.

ontheroadscott
Guest

I have a feeling that Delta won’t be making a trophy out of this award…

Jim Kingdon
Member

Yes, that was my first thought too. Hopefully they are willing to notice both good and bad reactions from the press/blogosphere but it doesn’t seem like we should count on it.

Oliver
Guest

The response would hardly be unexpected.

gobluetwo
Guest

As a United flier – oh please United don’t do this.

Juan from CHI
Guest

I agree. Its currently easy to redeem miles with United at the lowest level.

DeltaPoints ?? (@DeltaPoints)
Guest

Doing a number of searches. Most agree with your findings. However, not all. For example, SEA to NYC is coming up with coach LEVEL 1 awards for a bulk of the days for the next 3 weeks!

Derek Pugh
Member

Seattle could be the exception rather than the rule. DL is absolutely duking it out there with AS and offering better availability there could be seen as a necessary evil for the time being.

It’s also being reported that dynamic pricing may be here on Delta (which may not be legal) reports of a trip pricing out at 52.5k miles for a Diamond Member and only 40k miles for a non status member at the same time.

I see it playing out like this:

Passenger: how many miles does this trip cost?

Delta: Well how many do you have???

DeltaPoints ?? (@DeltaPoints)
Guest

Delta has confirmed they no longer offer enhanced award seats to medallions due to the new award page working so well.

David SF eastbay
Member
So while airlines can say it cost more mileage to redeem ‘anytime’ miles and lower mileage if you redeem with a certain advance time, DL is now just not telling you at all what miles you need until as you said you go through the process to book the travel. You might as well forget using their mileage program and just buy a regualr ticket since it’s the same procedure of not knowing how much it will cost until you select the actural flight you want. Good thing grocery stores don’t work that way or you would never know how… Read more »
MeanMeosh
Guest

The ~$5 is for the TSA and PFC fees, I believe.

VC745D
Guest
…”the airline that has an absolute disdain for transparency.” I won’t go into the details of Delta’s complete mismanagement of twice-cancelled, rebooked, cancelled again flights for me today–I have yet to leave. Was given LAX as an alternative to PHX, which actually would work for me since I am going in between. Then, unable to check in online, I actually phoned the Skym desk–was called back 1:35 later–told that since LAX is not coterminus or whatever the f, the seats were changed back to PHX, a very inconvenient connection, rental cars changed etc–“your tickets to LAX were not confirmed”–Me: but… Read more »
Brian
Guest

I was hoping you were going to give them this award!

Robert
Guest

Have they done the same thing to low level first class?

bh
Guest

I just booked a trip on Delta this weekend using my miles. I want to burn through everything I have left so I can be done with Delta completely. That may not be the kind of customer loyalty they’re going for!

Nealo
Guest

“Delta may have a fantastic operation and a good onboard experience, but it is quickly establishing itself as the airline that has an absolute disdain for transparency.” Great statement Brett, but you should add loyalty to that as well.

PF
Guest

I recently decided not to renew my DL AMEX unless they offer a generous incentive to keep it.

southbay flier
Guest
If I flew for the best FF program, I would have ditched DL years ago. But, they are still the best of the network carriers in terms of product and service even though their new 737-900’s are god awful sardine cans. But, I really don’t like the arrogant attitude of leaving their customers in the dark on whether a redemption is a good value or not. We all know that it’s 25,000 for a domestic round trip ticket in Y. But, I’m somoene who goes for international J when I redeem. I really don’t have the chart memorized. I guess… Read more »
Geoff
Member

This move is as punitive and customer-unfriendly as the inability to change an award itin within 72 hours of departure. It’s downright impressive that DL has been able to get away for so long with having such a miserly Loyalty program relative to their competition.

My question is, why didn’t they just go to the B6 model of tying award redemptions to the retail cost of the ticket? At least that model is more directly tied to supply and demand and other market forces. Did their alliance or FF partner agreements keep them from doing that?

Carl
Member

DL’s actions seem duplicitous and their comments full of doublespeak

To really send DL a message, folks need to cancel their credit cards and book away from DL whenever possible.

Wyodog@mac.com
Guest

Carl- You’re absolutely right: the Amex affiliation adds $5 billion+ a year to DL’s bottom line. Too bad for arrogant Delta that as miserly as they’ve become with award tickets, they still have to hand out something.

Joseph
Guest

Suggestion
How about a blog post on the Cranky Jackass Awards?
-When/why did you start awarding them
-How many have been given
-Airlines with the most awards
-Award counts by category (airline policy, bad service, management decision, etc.)
-Fun facts or stories on them

Leslie in Oregon
Member

Delta offers a “good onboard experience?” As a frequent coach/economy passenger, I have not found that to be the case since at least 1991. I fly on Alaska, Jet Blue or European/Asian carriers whenever I can, and in “onboard experience” Delta compares very unfavorably with any of them.

E
Member

Sorry for going down a totally different tangent, but if the airline is this willing to drop even the pretense of transparency with their customers, then nobody should be in the least bit surprised that the flight attendants have decided that they no longer trust the company to be transparent in their dealings and need a collective bargaining agreement.

Wyodog
Guest

Spot on! But I don’t think the Machinists are exactly a model of transparency either…

Ron
Guest

Wrong: There’s no three-week advance purchase rule (at least not today). There are a dates available for 25K round trips in two weeks for ATL-Chicago, Orlando and Miami.

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