A couple of days ago I reported that Delta appears to be charging more miles for elites booking economy awards than general members. Logged in elites would see a one-way flight for 17,500 miles that general members would see priced at 12,500 miles.
While there was a great deal of teeth gnashing over this, I did not believe it was intentional. Delta’s narrative is that they want to reward their most profitable customers more than others. Charging more miles for elites sends the exact opposite message.
I don’t doubt that there have been plenty of programming changes to the way Delta prices awards, some of them in the background, and some that may be ready to go live but aren’t yet fully tested. Nonetheless, I don’t think this specific result, where General Members can book a seat for 12,500 miles but elites pay 40% more, is what Delta has in store.
I asked Delta what was going on. And I specifically asked whether – if this was a glitch — they would identify any elites that paid more miles for award tickets as a result of this issue, and whether they would be proactively contacting those members to refund their points.
Here’s Delta’s response:
Quick update for you.
We found the pricing issue, corrected it and are now identifying the impacted accounts to refund the overcharge of miles.
As you noted, this was not an attempt to display higher pricing for medallion members.
We apologize for any inconvenience this may have cause
While I give Delta a great deal of criticism for their recent program changes, and their lack of trasnparency around those changes, in this case they appear to be doing the right thing.