The Extra Mile

As Mileage Programs Evolve, Beware and Be Vocal

Q&A: Miles for past flights?

January 22, 2003 - The travel industry, to put it politely, is in flux. The full-service airlines are leaving no stone unturned in their search for cost savings and revenue enhancement. And their mileage programs aren't immune from the nipping and tucking.

While there are the occasional improvements sprinkled in among the changes, the bulk of the modifications have been negative.

In Oct., United raised the price, in miles or cash, for upgrades. Effective Jan. 1, Continental imposed new restrictions on upgradeable fares and increased fees for issuing and changing award tickets and for redepositing miles in members' accounts. Delta SkyMiles members now earn just .5 elite-qualifying miles when traveling on deeply discounted tickets (L, T, U fares). Beginning on Mar. 1, Northwest will no longer allow upgrades on V and K fares. And on May 1, American is raising selected award levels in the AAdvantage program.

Less apparent but no less worrisome than the price increases and more restrictive policies is the effect of contracting networks. As the airlines attempt to shrink into profitability, members of their frequent flyer programs are left with fewer flights on which to earn miles, and fewer opportunities to redeem them as well.

While the overall trend toward devaluing the programs is probably inevitable, customer disapproval can affect specific changes. The feedback effect was demonstrated clearly late last year when US Airways announced that miles earned for most non-refundable fares would no longer count toward elite status. The consumer backlash was so loud and so sustained that the policy was rescinded two weeks later.

The simplest way to register your displeasure with a customer-unfriendly change: call the airline's toll-free reservations number and request the mailing address, fax number or e-mail address for the customer relations department.

Complaining is like voting. You may never know whether your input made a difference. But if you don't raise your voice, it can't be heard.

Readers: Miles on their Minds

Question from Anthony W.

How far back could I go to get credit for my frequent flier miles which are from several other airlines?

Answer

The rules on retroactive credit differ somewhat among programs.

Looking at the three largest programs, American and United will credit eligible flights or partner activity reported within 12 months of the transaction date, but only if you were a member when the activity occurred. Delta will honor activity reported within six months, and up to 30 days prior to a member's enrollment date.

To receive credit after the fact, all programs require documentation. As a general rule, retain boarding passes, receipts and other proof of purchase until miles have been credited to your account. Reconcile your mileage account statements periodically, and if miles are not posted within three months, follow the program's procedure for retroactive claims.