Q: I have been a Delta SkyMiles member for more years than I can count, and my husband and I pay an annual fee to have a Delta American Express card to build up more mileage.
Despite that, we are having trouble cashing in our points.
We tried to use our miles for a bereavement ticket, but got routed through Timbuktu. We were told that if we wanted to pay more, we could get a more direct route. We tried to upgrade our seats and were told that we don’t have the right ticket to do it, or that we’re not important enough. We tried to get a free ticket, and found out that no flights are available – even a year in advance, flying on Tuesdays through Thursdays.
We went to Delta’s Web site to try to find out what kind of ticket we need to buy, but there was no information. We used Delta’s Web site to try to find out what days do have SkyMiles tickets available, and found that we can’t search that way.
I’ve heard about Delta’s new plan, SkyChoice, which lets you get the equivalent of an unrestricted roundtrip ticket for 50,000 miles, compared with the 25,000 miles it usually takes. Do you think that’s the way to get around this problem?
– Diane Scholfield
A: I would avoid SkyChoice at all costs. True, you get to travel any time you want as long as there’s a seat available in your class of service, but you’re also spending twice the number of miles that you normally would.
I think that when most people collect mileage, they believe their points will be as easy to redeem as Delta’s SkyChoice. No blackout dates, few restrictions, zero hassles. But Delta is extorting its best customers with SkyChoice by demanding double the miles for a round-trip ticket, and you’re better off using another strategy to get your ticket.
First, I would seriously consider switching loyalties. Delta’s frequent flier program is completely unremarkable, a fact that Inside Flyer magazine, which is considered the leading authority on frequent traveler programs, recognizes. In its latest survey of top frequent flier programs, SkyMiles was all but shut out. The only mention of the program was a note that after Sept. 11, it took the “unprecedented move” of temporarily reducing domestic awards to 15,000 miles, “becoming the first in the industry to leverage its frequent flier program in an effort to convince the world to fly again.”
So what? You’re better off taking your business elsewhere, to a better program. At this point, it seems almost any program will be more generous than Delta’s.
The second option you have is the one I would recommend only if leaving Delta isn’t possible. If you’ve got too much invested with Delta, or if it’s the only carrier that serves your airport (let’s say you live in Atlanta or Salt Lake City, which are cities that Delta dominates) then you might want to try going for elite status.
As a silver, gold or platinum medallion-level SkyMiles member, you would have fewer troubles securing an award ticket. The more “elite” you are, the easier it gets to cash in your miles. Blackout dates are often waived, upgrades are routinely granted, and you’re given booking priority, which can make the whole exercise worthwhile.
Reaching elite status isn’t easy. You have to fly a certain number of “base” miles (50,000 miles for gold status, for example) and you also have to keep flying year after year in order to retain your privileges. But it can certainly be worth it.
Either way you decide to go, remember that frequent flier programs are meant to manipulate travelers like you. Don’t let Delta – or any other airline – play you.
✓ Get the latest travel news, tips and commentary from Elliott’s E-Mail, the subversive newsletter from industry gadfly Christopher Elliott. You’ll travel like a pro. Sign up here. It’s free.
Sign up for my 
{ 3 comments… read them below or add one }
United’s (star alliance) program is just as bad. I have enough miles to qualify for an international ticket, which I tried to book to go to Costa Rica via Washington DC. My options were: Fly from JFK to DC to Los Angeles to Costa Rica, or, Fly on the first flight to Washington DC, and sit there and wait ALL day and take the last flight to Costa Rica. Why bother? Id rather spend money and fly on another airline.
Try to book a business class transatlantic flt. with Delta for 100,000 points. No longer available – now 200,000 points. It is really disappointing to previously loyal customers.
Delta, has really alienated a lot of flyers. I find it impossible to redeem miles to Mexico or the Caribbean without it taking 15-20 hours or the maximum miles possible.
I have really transitoned who I use based on the futility of redeeming miles with Delta. Lastly I dropped the credit card since anything I earned was hard or impossible to redeem.
Lastly, they wont put miles back in my account for flights that were cancelled during the H1NI state departments recommendation to cancel trips to Mexico last year. Poor service all around. This means new airline loyalty in 2010.