Archive

Delta SkyMiles needs new leadership

Delta Airlines has cemented its status as the network U.S. carrier with the worst frequent-flier program, further devaluing its long-cheapened SkyMiles. The leadership of the program or the airline — or perhaps both — doesn’t seem to understand what the loyalty business in 2011 is about. It may be time for a new team at the top.

For more than a year, Delta failed to publish an award redemption chart for most of the world, resulting in lack of transparency about how many miles were really needed for an award ticket. When it finally unveiled a chart this week, the mileage rates on many routes were increased significantly. Many loyal SkyMiles members felt cheated and disrespected, calling Delta’s move a “stunt” in comments posted on FlyerTalk, the largest online travel community…

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US Airways denies StarNet blocking

US Airways has denied recent suspicion that it has begun to block award seats made available by its Star Alliance partners for mileage redemption by members of its Dividend Miles program — a practice pioneered by United Airlines, which I first exposed in 2008.

The airline has been silent on the issue since reports about apparent blocking surfaced last fall. Many travelers said they found award inventory on various Star carriers, using one or more of the publicly available sources — the websites of All Nippon Airways, Continental Airlines and Air Canada — but US Airways agents were unable to see those available seats…

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GDS travel-booking model faces change

Don’t be afraid — this is the message I have for travelers who may be concerned about losing the ability for comparison-shopping because of the war between American Airlines and online travel agencies. The longtime Global Distribution Systems (GDS) model is about to change, and many people stand to lose lots of money. That’s why they are trying to scare you.

For decades, the GDS model has been the norm for distributing airline data and booking flights, which has given the three main GDS companies in the world — Sabre, Amadeus and Travelport — enormous power. You might have heard that American was on Sabre and United on Apollo, which is now part of Traveport…

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Wyndham today, Sheraton tomorrow

I’m no expert in hotel management, but it seems reasonable to expect that, when a Wyndham property becomes a Sheraton, there would be a transition period — even just one day — during which the hotel would be closed to make various changes. That didn’t happen in Miami, and hundreds of guests are still being disserviced as a result every day.

I stayed at the Sheraton Miami Airport last week and was stunned how easily a hotel can get away with charging high rates but failing to provide basic necessities, such as heat. I’m all for letting the market determine prices, except that guests book rooms at the Sheraton not knowing they will be cold and their TV won’t work…

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