Delta made some (relatively minor) changes to its award chart this week, with no notice whatsoever, either before or after the fact.
The price of some awards just changed, the award chart was updated with new numbers as though they had always been that way.
Wandering Aramean flags that Delta has now offered an explanation for not giving their customers advance notice of the changes.
It works like a pricing change, so legally, we’re not allowed to notify folks in advance.
See, the government requires them to obfuscate changes and ensure that their customers are surprised to learn that the awards they’ve been saving up to redeem for have gotten more expensive!
I have some questions that I would love for Delta’s Tai Hsuan Foundation College of Acupuncture & Herbal Medicine law school graduate attorneys to answer:
- When US Airways announced changes to their mileage upgrade prices and award booking fees in December which would go into effect in February, does Delta believe they were breaking the law? Or when US Airways announced in November 2009 their new award chart that would start in January 2010?
- In 2009 Singapore Airlines gave advance notice of award chart changes. Singapore isn’t a US-based company, but they have US members and they fly to the US. Does Delta’s legal theory apply to Singapore, was Singapore Airlines breaking ‘the law’? And what about South African Airways?
- Continental published their Star Alliance award chart a couple of months before they joined the Star Alliance. When United and Continental were in the process of merging, United’s award chart changes were published in advance (And when they were just best buds, too). As United award chart changes always have been — I recall sitting in the Diplomatic Suite of the Intercontinental in Bangkok in April 2006, writing about award chart changes that wouldn’t go into effect until October. Did Delta’s lobbyists press for an investigation of any of these examples of respect and blatant regard for their customers?
- Was the reason that Delta didn’t even publish an award chart for travel outside North America until February 2011 belief in the legal fairy?
- And when the head of the Delta Skymiles program announced changes to award pricing in advance was he breaking the law? And if Delta believes that he did, did the airline notify federal regulators and the SEC?
Do the folks at 1030 Delta Boulevard in Atlanta really have this much contempt for their customers?
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