"Classic Airline Stupidity..."
...as commenter Robert Candee put it at the WSJ.
Delta has nixed the frequent flyer accounts of a cellist who was buying two seats -- one for himself and one for his cello -- because they say that violates their policy.
So, he's buying two seats -- but only getting frequent flyer miles for one. Sounds like a screwing to me. And how idiotic of the airline. There are how many world-class cello players buying two seats -- one for them, one for their instrument -- flying the world? Yeah, this stopped a dangerous pattern of abuse.
Scott McCartney has the story at the WSJ:
Renowned cellist Lynn Harrell travels the world on two airline tickets--one for himself and one for his beloved companion, his $5 million, nearly 300-year-old cello. "Cello Harrell" gets its own boarding pass and even collects frequent-flier miles in its own account. Many cellos do, even for high school musicians.But two seats don't always equal twice the miles. Delta Air Lines' frequent-flier rules only allow people, not musical instruments, to collect miles, and Delta has been auditing accounts to catch frequent-flier scofflaws. Violating the rules can draw a severe penalty: Delta wiped out not only Cello Harrell's SkyMiles account, but also Lynn Harrell's personal SkyMiles account last year. Total loss: half a million miles. And Delta banned him from its loyalty program.
"The punitive nature of stripping me of my miles smarts," said Mr. Harrell, 69, who tours through Europe, Asia and the Americas, often on full-fare tickets. He tried to pull strings with Delta, but the airline refused any appeal.
Extra miles for extra tickets is a growing, thorny issue for airlines as more passengers seek extra seats for various reasons, from being overweight to traveling with a pet. Airlines encourage many to buy two seats to avoid liability for valuables and help larger customers avoid encroaching on neighboring passengers. Delta says the intent of its program is to reward customers for the duration of the flight. "An object doesn't have a loyalty experience," a Delta spokesman said.
The benefits that come to double-seat purchasers vary by airline. United Airlines says it double-credits miles to a traveler's account for the purchase of a second seat, whether for a cello or because the customer needs the extra space. But American Airlines and Delta both say miles accumulate one time per flight, regardless of the number of seats purchased, and only a person can have a frequent-flier account.
Candee wound up with this about Delta (aka Dumb-ta):
Public image is tarnished (if any airline besides SW actually has a positive image) and Delta is a laughingstock over a ridiculous issue to begin with. This could have been turned to a major positive advantage and a great ad campaign for Delta.Hopefully the Delta CEO reads the WSJ and reverses this quickly if nothing else but to show there's more than an unmanned drone in the drivers seat at the top at Delta. What a hoot. And the spokesperson - lose him real quick.
People get very personally enthused about these milage programs. .. but if you feel a company isn't giving you the value you want, you can always find another carrier, right? Same as if a breakfast cereal adds too much sweetener or a magazine drops your favorite columnist.
I understand that people will sometimes plan their vacations through a particular set of frequent flyer rules for years... but it doesn't mean capitalism has failed us just because the company scales something back.
crid at March 13, 2013 11:10 PM
Alaska Air ad at the top of the page right now.
I wish this blog attracted a few more investor types. People have been describing Delta as clueless for many years. .. I wonder if they've made money.
crid at March 13, 2013 11:15 PM
Amy Alkon
http://www.advicegoddess.com/archives/2013/03/14/classic_airline.html#comment-3642034">comment from cridNot getting the value and being rooked are two different things. The guy paid for two seats. They didn't give him a free seat for his cello.
This is a completely idiotic way to run a business.
Amy Alkon
at March 13, 2013 11:34 PM
Agree completely.
I've just always been struck by the attachment people feel to these programs, and the resentment expressed when problems appear. If only we were so attentive to the costs incurred by any number of branches of government.
Crid [CridComment at gmail] at March 13, 2013 11:42 PM
United Airlines says it double-credits miles to a traveler's account for the purchase of a second seat, whether for a cello or because the customer needs the extra space.
Looks like United Airlines has a great advertisement right there. Maybe they could hire Lynn Harrell and his cello to appear in it. Take that, you Delta poltroons!
Old RPM Daddy (OldRPMDaddy at GMail dot com) at March 14, 2013 4:10 AM
Totally agree. A seat's a seat; as long as it's paid for, it shouldn't matter who or what occupies it. In fact, having a musical instrument in its own seat is a benefit to the airline, because a cello doesn't weigh nearly as much as an average passenger.
Cousin Dave at March 14, 2013 6:29 AM
Given the slim profit margins of the airline business, I can understand having a policy about not haven frequent flier miles for instruments. Nonetheless it is certainly behavior that is penny-wise but pound foolish
Elle at March 14, 2013 7:02 AM
The Delta policy and decision is so stupid that one could easily imagine it was made by a government bureaurat.
Bar Sinister at March 14, 2013 7:05 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/03/14/classic_airline.html#comment-3642476">comment from ElleGiven the slim profit margins of the airline business, I can understand having a policy about not haven frequent flier miles for instruments.
Is it likely that maybe five people in the world buy a seat for their cello?
And if you're really fat, and polite enough to pay for two seats, why should you be shorted the frequent flyer miles for that seat. The airline's purpose in offering the miles is immaterial. You've paid for two seats and you should be entitled to two meals (if you want them) and two sets of frequent flyer miles.
Amy Alkon
at March 14, 2013 7:29 AM
"An object doesn't have a loyalty experience," a Delta spokesman said.
No, but its owner does.
"Loyalty experience"? Who talks that way, anyway?
Kevin at March 14, 2013 9:03 AM
You at least used to be able by tickets that did not earn frequent flyer miles (and some other restrictions) for a discount. I remember considering one some years back but the other restrictions were too much for my situation. I saw if they refuse the miles then he has to get the discounted rate (assume the refusal was not for a valid reason - like he didn't pay).
If you pay full market price for two seats that are eligible for FF miles and you claim, then you get them.
The Former Banker at March 14, 2013 9:12 AM
Why does this sort of thing not surprise me? Ever since the TSA got busy airlines have been treating their passengers horribly. I long for the days when I was still doing a lot of business travel, when airlines such as Northwest (which we referred to as Northworst) and US Air (Useless Air) treated their passengers just badly, employing only the snottiest of flight attendants. I was offered a snack on a Northwest flight and had the temerity to ask the flight creature what was in it. Her response? "I don't know, just eat it!"
I would rather drive cross-country in a pirate than fly with Useless Air.
alittlesense at March 14, 2013 9:37 AM
☑ Kevin
(It's important to watch language.)
Crid [CridComment at gmail] at March 14, 2013 10:15 AM
So that's what they meant when they said the Delta mileage rewards programs had no strings.
Conan the Grammarian at March 14, 2013 12:39 PM
How insane. They got the money for the ticket, they give miles for purchasing tickets, he should get the miles for the tickets he buys. So, according to America and Delta, if I buy 6 seats on one flight for my family and give my FF number, I get credited ONE flight? Yeah, SW it's been for me and SW it will stay.
momof4 at March 14, 2013 1:05 PM
I remember reading Pigs is Pigs as a child. Delta should require its execs to read it.
tmitsss at March 14, 2013 3:04 PM
"loyalty experience"...most likely, this is internal Delta jargon.
One way to detect incompetent corporations is that they attempt to communicate *outside* the company using their internal jargon, because they have become so internally-focused that they can't think any other way.
What "loyalty experience" seems to mean is suffering through a Delta flight and then getting some points as compensation.
Most people probably thought the rewards program was a form of quantity discount, not damages for suffering. Delta has clarified.
david foster at March 14, 2013 4:27 PM
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