In August we introduced you to our new homepage and the new look and feel of delta.com – with faster, easier access to everything you need to plan and manage your travel. Based on what we’re hearing, many of you are excited about the new website design. In November, we continued our updates by releasing changes to the delta.com booking experience, giving you more options to filter, modify and sort flight search results to find what you want.
Just like we promised last year, we’ve now added the same design elements to the SkyMiles Award booking experience, making it easier for you to search for and find Award seats.
We’ve changed the way the Award calendar is presented. We’ve also improved the Award Travel booking process to more clearly display flight information throughout the booking process:
- We have given you additional links to access our SkyMiles Award Travel Charts.
- Just like when purchasing a ticket, you can now filter search results by number of stops, flight duration, connection and airport preferences.
- Onboard flight amenities like Wi-Fi, in-flight entertainment, onboard power or full flat-bed seat availability will now be shown when searching for flights.
Book an Award ticket now and try out the changes to our site. Functional award calendar improvements are coming to the SkyMiles award calendar soon.
As always, we’re making changes to provide a better experience for you, so let us know what you think and what features you would like to see added or improved.
Cheryl B.
Product Specialist, delta.com and Self Service
February 3rd, 2011 at 2:05 pm
Thanks for the feedback Cheryl!
I am especially interested in the statement: “Functional award calendar improvements are coming to the SkyMiles award calendar soon.”
This is the real meat of what everyone has been waiting for. Can you give us a hint or idea of what these added fuctions will be?
Please consider the following often requested functionality..much of it that used to be in the old NWA platform that could possibly be reinstated here:
1. Able to see miles needed per segment during multi-city award ticketing, rather then just getting the final number at the end of the booking process.
2. Added partner availability options online. Can/will Delta add back Korea Airlines and other Asian partners for award redemptions oN Delta.com
3. Comprehensive award chart showing milesage redemption from points originating and termination outside the USA
4. Fixing the award calendar display to show LOW level when LOW is selected rather then defaulting to medium or high for various reasons
Thanks!!!
February 3rd, 2011 at 2:36 pm
Any word if these improvements will have the NW feature (PerkChoice) of mixing paid & award flights in one reservation?
February 3rd, 2011 at 5:23 pm
winkdaddy nails most of the functionality that I’d like to see. Just give us back the functionality that NW offered pre-merger on this page.
We saw miles per segment availability in both coach and first/business so that we could make a decision about mixing and matching if desired. With the DL engine I have to go all the way through the booking to see which legs might be coming up in coach.
Better information on partner availability. I know you can’t show it all, but at least AF and KL? NW used to show me CO, DL, AF, and KL availability and occasionally even more of the international ST partners.
It isn’t fixed yet, a year post integration — the colors might be prettier, but it still basically doesn’t work.
Good luck!
February 3rd, 2011 at 5:25 pm
“We have given you additional links to access our SkyMiles Award Travel Charts.”
That link only shows a single chart: continental US to the world. Where is the chart for Hawaii to the world? Or Europe to the world?
This doesn’t cut it: “Awards not originating or terminating in the Continental US, Alaska, or Canada often require more mileage.”
February 3rd, 2011 at 8:05 pm
Aha ha ha! DL makes my day, I’m laughing so much! How much tinkering can be done without delivering an iota of better service? How much social media posting would be necessary to disguise the fact that DL award booking is notoriously bad, almost beyond measure? Answer: it’s not possible.
winkdaddy above is right. Until DL.COM does NOT present options for redeeming SM for example from PHL to FCO for one person in business class, that costs 785,000 SkyMiles – a value several multiples higher than anything published under the supposed three-tier system – then this is just a waste of everyone’s time. The recent Ideaworks survey found that DL SM are five times more difficult to redeem than Continental OnePass miles. This changes nothing.
Many consumers would appreciate effort directed meaningfully at fixing the real problems with SM. DL makes itself look more like the Borg everytime something diversionary like this is announced. You know “This Pegg-y, USA Prime Credit.”
“This Cheryl, Delll-ta SsskyMiles!”
February 3rd, 2011 at 9:56 pm
@ Cheryl B. Nope! Nice try but for example – a DTW- AMS search for say May30-June14 shows nice light green BIZ seats at LOW LEVEL and when you price it goes to 150k or switch dates in light green and 200k. Looks like the old stand-by way of one way segment by segment is still the only way to use the award machine!
February 4th, 2011 at 1:16 pm
When will I be able to book domestic upgrade awards by buying a K class inventory fare level and using miles to upgrade to F class? Thanks – Gary
February 4th, 2011 at 4:01 pm
In addition to what is written above, just one observation so far. Too much dead white space when showing the possible flight options. The milage amount and select buttons could be moved. The large amount of dead space mean more scrolling and makes it difficult to easily compare the flight info.
Also it is odd the that select button is on the left. It should be on the right. I.e english is read from left to right. So one reads the award amount, then the flight info, then selects the option.
February 4th, 2011 at 8:58 pm
I will second the above. While the award booking pages now match the look and feel of the rest of the site, the biggest improvements needed have always been related to the award booking engine itself. The calendar view still does not always represent the availability underneath (i.e. shows calendar shows green but really the awards available are medium-tier). Pricing of complex itineraries and accurate presentation of partner availability data are two areas that need work, along with Delta’s amount of award availability at low levels which continues to lag behind other airlines.
February 5th, 2011 at 9:56 am
I have to vent here, I the online booking have a major flaw.
I have spent the last month either on the delta booking site or on the telephone with the German booking telephone center.
Attempting to book flights from HAM to CHS with miles miles, the website allows you to see all flights and allows you to select different combinations. Once you have the departure and return flights set, the system informs you that one of the flights “just sold out”. I have been doing this a month and the flight that sold out the day before was still in the chose list and naturally just sold out again. All combinations I attempt JUST sell out.
I called a spoke with a rep and they were always very nice and friendly and always helped me plan my flights for the 5 of us. But when it came to reserving or booking, their system would not allow it and they said it was probably a database issue and I should try again the next day. Which I did.
I even opened a support ticket on-line explained my problems getting a flight and said that I had already attempted telephone support here in Germany. I assumed that web support ticket would be looked at so that the “just sold out” issue could be resolved. Instead then sent me a mail back requesting that I call the telephone number that I had been already using.
This morning I called the German number again and again I was answered by a friendly and nice voice. I explained the problems that I have been having for over 4 weeks and that the mile requirements were even increasing week by week for my summer flight plans. She informed me the problem was I was not able to use miles from the first leg of out travel. Hamburg to Paris OR Hamburg to Amsterdam.
OK, fine, but why are these flights listed in the onsite booking system! Why do the reps that I have spoken with show these flights in their system when they know I am booking with miles!
My Wife and I have been flying between HAM and CHS since 1988, we have loved the onboard service. It was awesome when Delta starting flying direct HAM – ATL, we were sad when those flights were stopped. Awesome again when Continental started flying direct from HAM but then they left SkyMiles.
We want to continue our relationship with Delta but I am at my limit with the whole booking problems.
Respectfully, Ron
February 6th, 2011 at 6:19 pm
This will be very helpful. But, you’re missing an important point. Delta remains uncompetitive with the amount of points required for award travel. For instance, I recently tried to book a first class award ticket from TPA-LAS. Delta required 80,000 miles, one competitor was asking 50,000 while another wanted 45,000. It’s a consistent problem.
I no longer fly DL and am in the process of shifting all my credit purchases to your competitor’s credit cards.
I hope this will be addressed. It’s a major problem for Delta.
February 7th, 2011 at 1:13 pm
I complained above and I do want the system made better, but I’ve been fairly successful at getting low mileage international BE award trips. But it is very difficult and time consuming — book trials and then try again and again and either has to be booked way out or at the last minute.
One of the really excellent features of the NW engine was that it displayed all available flights and the miles required in both business and coach cabins. Sometimes the business seats were available at lower mileage levels than coach.
USAirways currently displays award availability this way. You can see the miles required for each segment in business and in coach.
February 9th, 2011 at 1:04 am
Thanks to everyone for your feedback—we appreciate both the positive and constructive comments. Professionally speaking, the award calendar has been a hot topic for many. Regardless of where you’ve earned your core set of miles, a cosmetic change without a functional change is frustrating. In my earlier post, I noted that functional award calendar improvements are coming soon, and accuracy has been our goal. @MinusDelta–I agree, we’ve talked about the extra white space and are looking into addressing it. @Winkdaddy—you’ve hit it on the head and we plan to keep you in the loop as to what we have underway and planned to be available on delta.com in the near future (Additional SkyMiles award chart links, international SkyMiles award charts and functional award calendar changes).
February 9th, 2011 at 6:32 pm
I have to agree with tampabayfred.. Delta’s sm just isn’t competitive with other airlines. We too have switched our airline cc’s. It’s really unfortunate because I like delta and I hate to lose my medallion status but what good are the miles doing me if I can’t get a flight with them or have to use twice the miles as another airline. My friends and family have also switched.
February 11th, 2011 at 5:41 am
In addition to all of the above points which people have raised, it would also be nice to see:
– one way awards at half the price of a return
– more international awards almost a year out at the Low level at least more than one a month (or the ability to earn MQMs for redemptions at the High (“Exorbitant”) level
February 11th, 2011 at 10:41 am
I don’t think the calendar is working correctly. I just tried to price out tickets in Aug 2011 from JAX to GRU. The award calendar shows several days with “Low” awards (60,000 RT). However, when you click on any of the days, the only ticket options are for MED or higher awards (90,000+ RT). So the calendar view and the individual flight clearly are not matching up. Please fix this.
February 14th, 2011 at 1:37 pm
The frustration we as customers face is that in the middle of researching the possible use of our points… or in the middle of booking with points, your system increases the points we need to spend. In 2008 had a 50,000 per person family vacation for 4 jump to 100,000 per person while I was trying to book it. That suddenly meant my free vacation would require me to purchase 2 tickets. I found 2 tickets for about $800 per person. Then, in the middle of trying to book them, the price went up to $1,600 per person. Suddenly my free vacation was costing me $3,200 that I had not planned to spend. After 5 hours on the web and phone NO ONE AT DELTA would help me.
As a result, I went 2 years without ever flying Delta, until a client forced me to fly Delta for overseas work last year. (I fly 60 days per year most years)
Now I’d like to take my wife to Europe for our 30th anniversary with my 300,000 points I earned in 2010. Guess what? While on the phone with the agent, the points needed for my trip increased by 25,000. Really? This is the way you treat a customer who spent $50,000 with you in 2010.
The supervisor told me I could write a letter to the corporate office. Fat chance since I still haven’t gotten a response to my 2008 letter.
Delta loves money and hates customers. Using your points is a grand LIE!
I’m trying to juggle booking a cruise and using points. If I book the cruise, the points may not be available. If I book the points, the cruise date may not be available. Delta won’t let me put the points trip on hold for 24 hours while I work out the cruise details. Delta wants me to book the points trip, but charge me $150 if I cancel or change the reservation. Really? This is the way you treat your customers? Call me: Allen Gerard Braud, Platinum Medallion Member
February 17th, 2011 at 10:01 am
Cheryl,
There are reports on Flyertalk.com Delta forum that Delta has greatly increased the intra-Asian award redemption rates ahead of releasing the comprehensive award chart. Is this true?
February 21st, 2011 at 12:04 pm
Your calendar has been broken for years.
At some point the consumer has to start believing that your system works (or, rather, does not work) this way because this is precisely the way your management wants it to work (not work).
Consequently, these periodic assurances of coming improvements have long since begun to ring hollow.
Saying that you have been distracted by other priorities no longer works.
Sorry, you have no credibility.
February 21st, 2011 at 3:20 pm
Hi Cheryl. Are there any changes in store for those of us that want to use our miles to upgrade a ticket on-line? Currently I need to call my Medallion agent. With Northwest you could book your ticket and upgrade on-line.
Also, currently, you have no way of knowing when your miles will be deducted after upgrading your fare. It can be months before miles are deducted from your account. In addition, when the deduction occurs, there is no information in the account record that tells you what the deduction was for. You have to guess until after the flight occurs, then it displays. My main concern is that I may forget that I have booked the upgrade and possibly end up with a negative balance. Would the upgrade be taken away or would I be forced to purchase miles?
Thanks for answering these questions.
Sincerely,
Jim
Gold Medallion Member
February 22nd, 2011 at 5:23 pm
On Feb 9, Cheryl wrote –
@Winkdaddy—you’ve hit it on the head and we plan to keep you in the loop as to what we have underway and planned to be available on delta.com in the near future (Additional SkyMiles award chart links, international SkyMiles award charts and functional award calendar changes).
Winkdaddy, it seems like you may have been designated to hear things as they develop. Any thing you can pass along to the rest of us? Or….
February 22nd, 2011 at 7:25 pm
Winkdaddy, Please take a look, we’ve posted the International SkyMiles Award charts, http://dmn.delta.com/skymiles/direct/charts/ . I hope you find this information helpful. Jim, I’m checking with the right people to find an answer for you.
Thank you for your patience!
Cheryl
February 22nd, 2011 at 8:00 pm
Cheryl
Thanks for the notice about the award charts.
tom
February 23rd, 2011 at 12:42 pm
Jim, My colleagues in our SkyMiles department have informed me that the automated solution that allows customers to use miles to upgrade a ticket is something that is a work in progress. Regarding the upgrade and amount of mileage within your account, your account would not go into a negative balance; the upgrade itself would not clear. Realizing this is not an ideal outcome, technology is being worked on to resolve this
Cheryl
February 23rd, 2011 at 12:49 pm
Thank you for the quick response Cheryl. Is there any date anticapted for the work in progress items? Also, if I understand you correctly, might I lose a scheduled upgrade if I unknowingly did not have enough miles in my account?
Once again thank you and as medallion members, my wife and I really love this blog.
Sincerely,
Jim
February 24th, 2011 at 12:37 pm
Jim, I do not have an estimated date of delivery for the SkyMiles solutions previously mentioned. Also, you are correct, if you do not have enough miles in your account your upgrade would not clear.
Tom, You are very welcome.
Sincerely,
Cheryl