Oh Delta – why do you have to make it so hard. Let me bring you up to speed on this situation and what I am talking about.
You see Delta, as shown on their AeroMexico partner earnings page, made a change for flights after 1JAN18 (see WayBackMachine to confirm). It was an impressive positive earnings update. But then in March this year they changed it AGAIN for flights flown after 1APRIL18. Next things got a bit nasty.
You see for a while there was no wording under the new changed partner earnings charts that if you booked / purchased your ticket during the time the changed rules were in effect that you would earn under the rules at the time of purchase. One of the WORST possible things any airline can do is make a change and retroactively punish travelers. This kind of slimy move drives just about anyone to lose all confidence in a frequent flyer / loyalty program. But Delta fixed this glaring error – sorta.
My fellow blogger Gary had a great post highlighting that Delta did the right thing and added the wording that you CAN, in fact, request missing points but it will not be automatic. Thus, only those “in the know” will get the points they should get and were promised at booking. After all, it really is way too much to ask Delta IT to make it just work under the posted rules on Delta.com – right?!?
Well right now things are a bit of a train wreck. After my flights weeks ago on Delta Skyteam partner AeroMexico I followed the procedure to request the missing MQMs from my flight and the response from the folks at Delta was – NO! You only earn under the new rates even though I booked under the old rules. Err, what? Can the reps not read what is clearly stated on Delta.com that:
“In cases where these changes result in a loss of MQMs for tickets booked prior to 3/27/18 and flown on or after 4/1/18, customers may request mileage credit through the Mileage Request Form after all travel on a given ticket is completed.” – Delta.com
So I reached out to Delta CORP to see if there had been yet another unannounced change and that we can not trust what has been posted on Delta.com. I was told by a company representative:
“This was a communication error – no changes to the program.” – Delta Air Lines representative
OK, but here is the problem – Myself, and many many others who read the blog and follow me on twitter are simply being denied by the Delta support reps. I then reached out to Delta via DM or direct message on Twitter and they are attempting to help liaison with the SkyMiles team to get the missing MQMs posted (update: at last, after a number of requests, my points are all there).
I also asked Delta CORP folks about those who were sent the incorrect “communication error” emails and denied points if they would be contacted and made whole. No further comment was given.
This means not only is Delta IT either incapable or unwilling to simply provide the correct points (clearly making sure you save your paper boarding pass as proof) but after the fact, even when you follow Delta’s direction to request the missing points, you must also know if they say NO that you still have the right to escalate the issue and even then you have to make sure you to get all the points you should receive!
Are we having fun yet? – René