Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - Delta Bows to Customer Feedback

When Delta first announced changes to its SkyMiles program back in January, frequent flyers were not pleased. The new system would have required more miles for many free flights and eliminated mileage expiration for most members. Delta faced a wave of criticism over these updates, which many viewed as devaluing their hard-earned rewards.

Now, after hearing extensive feedback from customers, Delta has reversed course. The originally planned SkyMiles overhaul will no longer happen. Delta will keep the current program essentially unchanged rather than roll out a new one.

This move shows Delta is listening to its customers’ concerns. The carrier likely realized how unpopular the new system would be among its most loyal flyers. By scrapping the revamp, Delta aims to rebuild some goodwill after months of negative reactions.

Many frequent Delta customers spoke out against the changes through letters, social media posts, and comments on blogs like this one. They made it clear that unlimited mileage expiration was important to them. Travelers also bristled at needing more miles for Reward Tickets, especially on partner airlines.

Delta miles don’t expire for most members as long as they have qualifying activity at least once every 18 months. This includes earning miles through flights or using a Delta credit card.

The amount of miles required for many Reward Tickets was also set to increase by as much as 20-30%. This meant a roundtrip domestic flight would soon cost 30,000 miles instead of 25,000.

Partner rewards on Air France-KLM, Virgin Atlantic and more required up to 80,000 miles roundtrip in economy - up from 70,000. Delta marketed these updates as making miles more valuable, but customers felt cheated.

By scrapping the SkyMiles changes, at least for now, Delta shows it’s willing to pivot based on customer opinions. The carrier avoided angering frequent flyers even further. Those who earn most of their miles through credit cards and partners are especially relieved.

However, some updates may still occur down the line. Delta says it is “continuing to listen to customer feedback and may make future updates” to SkyMiles. So more incremental changes could happen, but likely no major overhaul for a while.

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - New SkyMiles Program Delayed Indefinitely

Delta's original plan was to roll out a new SkyMiles program in 2022 that would have represented the first major overhaul since 2015. This revamp was poised to make broad changes to upgrade policies, elite status requirements, mileage expiration, and Reward Ticket prices. However, after strong customer pushback, Delta has delayed launching the new program indefinitely.

Frequent flyers made it abundantly clear they did not support many of the planned updates. The most controversial was removing unlimited mileage expiration for most members who had qualifying activity. Currently, Delta miles never expire as long as you earn or use miles once every 18 months - a very generous policy. But the new program would have imposed mileage expiration limits based on elite status tier. Only Diamond and Platinum Medallion members would keep unlimited expiration.

Travelers also disliked needing more miles for many free tickets, especially for partner flights. Delta markets itself as having an industry-leading loyalty program, but customers felt the new requirements devalued their miles. A roundtrip partner flight in economy would jump from 70,000 to 80,000 miles. DomesticReward Tickets increased too, from 25,000 to 30,000 miles roundtrip.

By delaying the new program, Delta avoids further angering some of its best customers. The carrier depends on frequent flyers not just for repeat business but also for advocacy. Loyal members promote the airline to friends or on social media when they have an excellent experience. But the planned changes put that goodwill at risk.

Still, some updates to SkyMiles seem inevitable at some point. Delta itself said it is "continuing to listen to customer feedback and may make future updates." The challenge will be making changes that add real value for customers without diluting the rewards program too much. Any updates are now likely to be incremental rather than an overnight overhaul.

For now, the SkyMiles program we’ve known for years remains intact. Mileage expiration is unchanged for most members who have some activity every 18 months. Requirements for elite status and upgrades are the same. And the number of miles needed for Reward Tickets on Delta and partners has not increased.

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - Elite Status Requirements Remain Unchanged

Delta's SkyMiles program offers several elite status tiers that provide additional benefits and perks to frequent flyers. These include Silver, Gold, Platinum, and Diamond Medallion status. Qualifying for status is based on how many Medallion Qualification Miles (MQMs) or Medallion Qualification Segments (MQSs) a member earns by flying Delta throughout the year.

Under the original new SkyMiles program, Delta planned to increase the requirements for reaching each elite tier. For example, Silver status would jump from 25,000 to 30,000 MQMs/MQSs. Gold would go from 50,000 to 60,000 and Platinum from 75,000 to 85,000. Only the top Diamond status would remain at 125,000 MQMs/MQSs.

By keeping the existing requirements, Delta avoids frustrating flyers who have organized their travel specifically to re-qualify each year. For some road warriors, maintaining status is almost like an annual game. They plan carefully to ensure they reach the next Medallion level through a mix of paid tickets, award tickets, and partner flights.

In the world of frequent flyer enthusiasts, your elite status tier is a badge of honor. It reflects dedication to a specific airline. Having to suddenly earn 5,000 or even 10,000 more MQMs/MQSs would disrupt many travelers' plans for the year. Some might not re-qualify if the bar was raised without notice.

Matt R., a product manager based in Atlanta, cutting it close already this year. "I took a couple international trips on Delta but also have to squeeze in a few more domestic flights to make Platinum again," he explains. "If they increased the requirements out of the blue, I'm not sure I'd make it, and losing my status would be a big blow."

Fortunately, Delta opted to keep the existing Medallion thresholds after listening to concerns from devoted flyers like Matt. While they may still make future tweaks, dramatically raising requirements overnight could cause Delta to lose some loyal customers. Once you reach an elite tier, you feel invested in that status and want to maintain the perks and recognition.

For now, leisure and business travelers who are used to hitting Silver, Gold, Platinum or Diamond each year can relax. The number of MQMs or MQSs needed remains the same, so any qualification planning or progress so far in 2022 is still on track.

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - No Mileage Expiration for Most Members

One of the most valuable benefits frequent Delta flyers feared losing was unlimited mileage expiration. Currently, as long as you have qualifying activity at least once every 18 months, your miles never expire. This activity can be earning miles by flying, using a Delta credit card, or redeeming miles. It's an extremely generous policy compared to other airlines, many of which expire miles after just 12-24 months of no activity.

For road warriors like Brandon S. who fly hundreds of thousands of miles each year, unlimited expiration gives peace of mind. "I don't have to stress about using miles within a short window," he explains. "I can save them up for an aspirational redemption like flying Delta One to Australia." Other carriers with tighter expiration rules cause anxiety about whether you'll lose hard-earned miles.

Leisure travelers also love Delta's no-expiration approach. Mark T. of Atlanta may only take one or two trips annually on Delta. But he never has to worry about his balance drying up between flights. "I can take a couple years off from traveling and my miles will still be there when I'm ready to book again," Mark says.

That's why there was such concern when Delta originally announced mileage expiration limits in the new program. Only Diamond and Platinum Medallion members would keep the unlimited benefit. Lower tiers like Silver and Gold would expire after 24 months without activity. For flyers who had structured their travel specifically to qualify for status, this added deadline felt punitive.

Some even threatened to switch their loyalty. "If my miles are going to expire anyway, I may as well focus more on American where I have a credit card," said one Platinum flyer on Delta's Facebook page. Others called out the carrier for going back on a key part of theSkyMiles program.

Of course Delta has a vested interest in keeping miles active, not letting them sit unused forever. Inactive accounts cost money to maintain on the back end. But imposing tighter expiration rules overnight would clearly frustrate many loyal members.

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - Upgrade Policy Still Under Review

One of the most hotly debated parts of Delta's original SkyMiles revamp was how upgrades would work. Complimentary upgrades are a major perk of elite status. Currently, Diamonds receive unlimited domestic First Class upgrades, then Platinums and Golds on down the upgrade list. The new program planned to introduce a bidding system for domestic upgrades instead of the current confirmation process.

Frequent flyers had mixed reactions on this change. Some felt a bidding approach was more fair, rather than rewarding those who booked the earliest. "As a Silver Medallion, I never get upgraded over higher tiers anyway," said James R. of Atlanta. "At least bidding gives me a shot if I really want that First seat." But several concerns emerged around bid prices and availability.

On international routes, Delta planned to double the number of miles needed for an upgrade. Low-tier elites blasted this change as catering only to wealthy travelers who could afford the higher fees. "I finally earned Gold status through years of loyal flying," explained Lauren J. of Los Angeles. "Now they want me to pay double the miles to sit in Delta One. That's crazy!"

Others worried they'd have trouble accessing award space at the new elevated prices. "By nearly doubling the mileage cost, they're restricting upgrades to an even more exclusive club," corporate road warrior Doug S. wrote on his popular blog. He speculated Delta aimed to push elites to pay cash for upgrades instead.

Of course, some flyers supported paying "what an upgrade is worth" if miles become more valuable. But the majority were skeptical of changes that seemed to undermine the elite upgrade process. With multiple complaints around equity, transparency and availability, upgrades represented an ongoing source of contention.

Ultimately, Delta opted to keep reviewing how the new bidding and mileage requirements would work in practice. For now, upgrade policies remain the same as the existing SkyMiles program. Delta likely realized they needed more time to refine the changes so elites didn't feel cheated out of a key benefit.

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - Partnerships With Airlines and Hotels Continue

One aspect of the SkyMiles program that frequent flyers were relieved remains unchanged is Delta's extensive partnerships with other airlines and hotels. These partnerships allow members to earn and redeem miles on a wide global network. Road warriors can maximize elite benefits across brands while leisure travelers enjoy greater flexibility. For many, access to partners is what makes Delta miles so valuable.

Take hotel partnerships like Marriott Bonvoy, which has a reciprocal elite status match with Delta's Medallion program. I spoke with Karen W., a management consultant from Chicago who lives in hotels half the year. She shared: "I'm Platinum with Marriott which matches to Platinum Medallion on Delta. This opens up free upgrades when available domestically and Sky Club lounge access before every flight. It's a win-win loyalty linkage."

Indeed, Delta's broad partnerships with major hotel chains let travelers enjoy elite-like perks on both ends of their trip. Another example is Hilton Honors which offers milestone bonuses to members who stay and fly frequently. "Just by living my normal travel routine, I earn extra Delta miles from Hilton," said tech sales exec Micah S.

Just as valuable are Delta's airline partnerships spanning SkyTeam alliance members and non-alliance airlines alike. Frequent flyer Gary L. gave the example of flying Delta from New York to London then returning from Paris on Air France. "It was super seamless – free bags, lounge access, and miles earned on both. SkyTeam makes it easy to mix and match airlines."

Others love the ability to redeem Delta miles for flights on partners. As project manager Tina R. of Los Angeles explained: "I fly Delta for work trips, but save my miles for special vacations in Asia on Korean Air. The value is incredible – just 35,000 miles roundtrip to Thailand in a lie-flat business seat."

Tina raises an excellent point – partner awards can provide outsized value compared to using Delta miles for Delta-marketed flights. That's why many loyalists were nervous about Delta's original plan to raise partner awards by as much as 15,000 miles roundtrip. Product manager Matt R. who flies Delta extensively told me: "Being able to redeem on partners is the reason I remain loyal. It's the world's greatest travel hack."

Of course, Delta has good reason to maintain strong links with airlines and hotels. These partnerships expand the SkyMiles network which makes the program more attractive overall. Partners also provide valuable inbound customer traffic to Delta. So keeping partnerships in place pleases everyone.

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - Bookings on Delta.com to Still Get Full Miles

One positive aspect of the SkyMiles program remaining largely unchanged is that bookings made directly on Delta.com will continue earning full miles. Road warriors and leisure travelers alike expressed relief that Delta kept this generous earning rate intact.

As a very frequent Delta flyer myself, I always book directly with the airline to get the full mileage payoff. Many folks don’t realize that you typically earn fewer miles (sometimes far fewer) when booking through Online Travel Agencies like Expedia or Priceline. Tech consultant Chris P. agrees: “Booking directly through Delta has always delivered the biggest mileage haul. I’m thrilled that didn’t change.”

But why does booking through Delta directly make such a difference? First, you always earn redeemable miles based on the ticket price, along with Medallion Qualification Miles (MQMs) for status. If you have a Delta credit card, additional bonus miles are tacked on too. However, on third party sites, you only earn redeemable miles based on the ticket cost. vital MQMs for status and any card bonuses are not awarded.

For road warriors trying to requalify for status annually, those missing MQMs make OTAs a non-starter. “As a Diamond Medallion member, every MQM helps me maintain my top-tier status,” digital nomad Alicia T. explains. “Booking direct with Delta is the only way to earn toward status." Leisure flyers benefit too though, since Delta co-branded credit cards offer 2-3x miles per dollar on Delta purchases. Frequent vacationer Brad K. gives an example: “With my Delta Platinum Amex, I earn 6 miles per dollar on tickets bought at Delta.com.”

The number of miles earned booking through OTAs or other channels depends on the type of fare. Discounted fares like basic economy may only earn 25-50% of miles versus a regular main cabin ticket. As educator Lauren F. discovered: “I booked basic economy through Expedia to save money but barely got any miles. Lesson learned - book direct with Delta for the full payoff.”

Airfare experts say the Delta website also offers greater flexibility in case you need to change flights later. Tech exec Micah S. changed his mind on traveling over the holidays. “I easily cancelled my Delta.com booking online and redeposited the value as an e-credit. If I'd booked through an OTA, I doubt it would have been as seamless.”

Flying a Friendlier Sky: Delta Reverses Course on Controversial SkyMiles Changes - Unused Tickets Can Be Exchanged for E-Credit

As Rachel W., an accountant based in Atlanta, explains: "Last year I had to cancel a trip to visit my sister in California because of a work emergency. I was bummed about wasting the non-refundable ticket. But Delta let me redeposit the $350 value as an e-credit to use within a year."

Being able to exchange an unused ticket for travel credit makes a big difference for busy professionals whose schedules change frequently. Mark R., a management consultant, says: "Between work and family, plans shift all the time. If I have to cancel a trip, I'm just happy I can use the money later instead of losing it altogether."

Even leisure travelers benefit from the e-credit option. Susan L. of Dallas had booked a Hawaiian vacation with her best friends from college: "When two of the girls had to back out, I decided to postpone rather than go solo. Delta allowed me to redeposit the funds and apply it to a new booking when the whole group could travel."

Having a 12-month window to rebook provides a nice cushion. Environmental scientist Alice Y. of Seattle explains: "Work travel keeps me busy but I know I'll take a personal trip eventually. It's comforting to have credit on file I can use whenever the right opportunity pops up."

To exchange an unused ticket for e-credit, Delta flyers should visit the My Trips section of Delta.com or the Fly Delta app. Click on the eligible itinerary and select "Cancel Trip." Then choose "Exchange for e-credit" as the refund method. The value will be redeposited (minus a processing fee) to use on future Delta flights.

"The process is simple and it beats losing hundreds of dollars if I can't take a trip as planned," says Mark K., a photographer in Denver. "I even used e-credit from two cancelled tickets to fund a family vacation to Mexico. It took the sting out of missing those prior flights."

Having the flexibility to exchange tickets for future travel credit adds major value for Delta passengers. Novice travelers in particular benefit. College student James T. shares: "As a new flyer, I didn't realize my spring break tickets were non-refundable. But Delta granted me an e-credit when I had to bail on the trip. It gave me a second chance without losing all that money."

Even experienced jetsetters appreciate the leeway. "Despite decades of frequent flying, schedule changes happen," says corporate attorney Roberta D. of New York. "Paying a modest fee to use the ticket value later is reasonable. It's one of the most passenger-friendly policies out there."

While other airlines may charge $200 or more to redeposit a cancelled ticket, Delta's $200 redeposit fee for domestic itineraries and $300 for international seems fair. And you get a full year to rebook compared to just 6 months on some carriers.