Crack mileage programs

I’ve often called frequent flier programs the crack cocaine of the travel industry. Apologists for these so-called “rewards” have begged to differ, likening them more to recreational drugs such as a fine Pinot Noir or a bong of high-grade Cheeba Cheeba that do nothing more than build loyalty.

They’re wrong, of course. Mileage programs are extremely habit-forming, and they are a cruel mistress. As a frequent flier, you’re either on the wagon or you’re a crack ho.

A recent email from a reader showed again how futile and frustrating rewards programs can be. “I pay £50 each year for an MBNA credit card that gives me Delta SkyMiles,” wrote Ann Lambert. “I recently also paid £173 to purchase some extra miles to give me the 100,000 miles needed to purchase two round trip tickets from the UK.”

Lambert wanted to cash in her miles for a trip from Manchester to Salt Lake City, with a return through Indianapolis and Atlanta. Delta Air Lines gave every indication that if she bought the miles, the tickets would be hers.

“I called early morning of the first booking day for my outward flight, and I was told no seats had been released for SkyMiles,” she said. “The booking was held until I could request my return date. At that time I was told that no award seats had been released on that flight either. At the moment they are holding my wait-list booking until the end of this month.”

So far, the only flight that Delta has confirmed is the one between Atlanta and Salt Lake City. “For both the outward and return journey I made an approach within hours of the seats being bookable, the full 330 days ahead. I doubt the seats had all been taken, and the indications given to me were that they hadn’t released them,” she added.

Basically, Lambert has done everything she should have. She’s paid an annual fee for a credit card to accumulate her miles and even bought 12,000 miles from Delta. But it’s still not enough for her to fly.

“We have played fair with both MBNA and Delta, paying a fee for our card, and purchasing extra miles, and now it seems that fair play is not being reciprocated,” she concluded.

I’ve heard Lambert’s story numerous times over the years. Passengers try to play by the rules, only to find that the rules change. Only to find that, indeed, rewards programs can be a cruel mistress.

All is not lost for her. I think it’s possible that Lambert may yet get the flight she wants.

But I wouldn’t guarantee it.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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