Delta – What Most Travel Bloggers Get Wrong

If you spend some time looking at travel blogs around the web, you’ll find a common theme – Delta sucks.  Many of these bloggers are great experts on award travel, the points game, using credit cards to get miles, and how to find some of the best award seats and I have learned lots from many of them.  But, many of them seem to hate Delta.

But, what they really hate is Delta’s frequent flyer program.  They’ll tout the much greater availability of award flights on United or the upgrade certificates that American offers on trans-continental flights and they’ll tell you all the bad things about Delta SkyMiles – how the program keeps getting devalued, the lack of availability of low level award seats, the inability to book one way awards, and the broken Delta website search engine.  Many of these are valid points.  As a regular Delta flyer, there are some things that I think could be improved.

What they rarely talk about, however, is the quality of the flying experience.  At the end of the day, if you are a butt-in-seat traveler – and many of them are not – a frequent flyer program is only as good as the product you get to experience in the end.

For example, I recently used award miles to fly some long haul flights on United.  United is often touted as one of the best frequent flyer programs on the market, largely due to award availability and their Star Alliance membership.  My first flights occurred during the “polar vortex” and United simply froze up.  Seriously.  You could not even get in the queue on the telephone, their Twitter service offered to rebook me, for only part of my journey, five days hence, and my email to them got a response over a week later basically saying, “We hope it worked out for you.”  Yes, there was some bad weather, but United’s systems imploded.  If not for some local counter agents who were great to work with – and don’t actually work for United – I might have never gotten on with my trip.

Then, on my return flight to Chicago from Frankfurt, Germany, I experienced their 777 business class product that has the most cramped business class I could have imagined with eight seats across vs. the four that Delta puts on that same piece of equipment.  Four seats in the middle in business class…wow.  And, then there is the constant moan I hear from frequent flyers on United who, since the merger with Continental, have only experienced pain and suffering and a devaluing of their benefits.

So, while United miles may be great as to award availability, the actual experience may not be that great.  US Air, which recently merged with American, is also a Star Alliance member.  But, fly a few times on their airline and you will soon be cured of any desire to do in the future, especially if you have to go through one of their biggest hubs in Philadelphia.

Delta offers the best in-flight product and customer service of any of the “legacy” carriers in the U.S.  Perhaps my view is a bit skewed as a Diamond Medallion member, but it seems like Delta keeps winning the rankings of major domestic carriers as was recently reported in the Wall Street Journal.

Airline Rankings 2013

Airline Rankings 2013

Look at the chart and tell me how much you would want to fly on United week in and week out?

Delta recently introduced upgrade certificates on international flights to be more competitive with American’s offering.  They already have a better policy for redepositing award tickets as long as it is done more than 72 hours prior to travel.  They recently introduced a change to their Sky Club access that was almost universally panned by the blogger community but applauded by people like myself.  Again, there seems to be a vast gulf between the perceptions of those who travel primarily for award travel accrued by credit card spend and those of us who are on planes pretty much every week.

That’s what they get wrong.

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