My travels took me to Bermuda last weekend, thanks to a very low Delta Air Lines fare from Newark. Despite holding Delta Platinum status for a year (I have no status anymore with Delta), it was also my first time flying through Atlanta’s Hartsfield-Jackson International Airport—back then I connected in Salt Lake City or Minneapolis only. Even though I was in economy class, the weekend made me realize that a lot is missing on United/Continental.
First, I had all Atlanta-based crews, which Hunter will tell you is either a blessing or a curse. I turned out to be a blessing for me—the crew was excellent on each flight, engaging, attentive and friendly. Back when I flew Delta more often, the service was consistently good, but I was always in first class on those flights. The service you receive in economy class is truly a barometer of whether FAs “care” in my book—on Delta, at least on my four flights, I was treated extremely well.
Second, and just as importantly, I had Wi-Fi on every flight (three different aircraft types, BTW—a MD-88, 737-800, and A319) and complimentary satellite TV and on-demand movies on the Atlanta-Bermuda flights (though the internet and satellite tv did blink off over the ocean). I really can get used to internet and AVOD on domestic flights—the flights helped me understand how much I am missing.
Third, Delta still hands out complimentary snacks on all flights. Granted, free peanuts, pretzels, and cookies are not going to make me switch carriers, but it is nice that Delta hasn’t quite cut back as much on the in-flight product as others have. Delta even gives out junior pilot and FA wings to the kids…and even gave me a couple for my, ahem, kids…
Fourth, 3/4 flights (the only exception being a packed flight from ATL-EWR) went out with open seats in first class. At a time when it has become very difficult for top-tier flyers on United and especially Continental to get upgrades, this was a refreshing sight. I suspect that if I were a Delta Diamond, my complimentary upgrade success rate would be 100%. I was traveling on a T-fare, so Delta would not even let me upgrade with cash ($100/flight) at the gate.
But despite the great trip this weekend (look for my upcoming trip report on Bermuda and a review of the Fairmont Princess Hotel in Hamilton), I do not anticipate I will be flying Delta more often going forward. While Delta is superb domestically (and they even fly Philadelphia-Los Angeles non-stop at great times for me), internationally they remain miles and miles (and miles and miles) behind their competing American carriers. Take upgrades: American allows the use of systemwide upgrades on any fare class while United/Continental allow the use of SWUs on W-fare (lower mid-range fares) and above. Not Delta—if you want use a SWU or even miles to upgrade, you need to buy an M-fare or above, which typically run north of $2,500 r/t from North America to Europe. That makes SWUs essentially worthless, especially after they cut back on the Air France loophole.
Furthermore, when you compare SkyTeam to Star Alliance, there really is no comparison—it’s like comparing a major league team to a minor league team. I don’t wish to denigrate carriers like Air France, KLM, Korean Airlines, and Aeroflot, but when compared to the 26 members of the Star Alliance, the opportunities to earn and accrue mileage in cities around the world is so much less with SkyTeam, and in this globetrotting stage of my life, that is most valuable.
Delta really impressed me over the weekend—they may be stuck in SkyTeam, but I could still see myself throwing more business at them once I make million mile status with United next year if they could only make their international upgrade benefits more competitive. Are you listening Delta?
Nice post Matthew.
I guess some congrats are in order, big daddy!
On a serious note, I completely agree, Delta’s domestic product is far superior to United and most others. The extensive Wifi and IFE is great. They have large first class cabins making for pretty easy upgrades, and they are adding “Economy comfort” to their domestic birds as well. I’ve been tempted, but the gaping holes in their international benefits are still a sufficient barrier for me to move my business their way.
Am I missing something? What are the congrats for??
@Kevin: He’s alluding to the junior wings! I just can’t bring myself to say they are for me! 🙂
Matthew, the AAngels of the SEA ground crew gave everyone on the megado AA wings, so I’m sure DL crews would understand 😉
Umm what am I missing? TATL for 0? I’d jump on that in a heartbeat.
The UDU rate on DL varies greatly by route, in my experience. I’m a (matched) DL Plat who lives in a hub, and am far less than 50/50 on complimentary upgrades. Concur that the Diamond level elites (125k/140 segs) enjoy high upgrade rates — but the Platinum level (75k/100 segs) is definitely like old Premier Exec. The occasional UDU, but mostly you lose out to the top tier.
On the hub business routes that I usually fly, the first class cabin is typically full-minus-two by the Diamond upgrade window. There are usually H-UP fares, though, that allow for a monetization route in.
The pervasive wifi is killer. It’s even on RJ’s. That is what’s keeping me on DL so far this year vs. UA, where as a 1K at an outstation, I mostly shared the F cabin with folks commuting to their ORD base. Can’t remember the last time I missed the UDU.
Congrats on the growing family. I’m sure they’ll be 1k by their second birthday…
Delta really is a two-headed beast. The product and elite program are quite good domestically. Absent the super high-demand routes and Times, upgrades generally clear, and service for elites is pretty good. Coach service seems better than the other legacies as well, although my experience there is somewhat limited.
The international program is just not competitive. Swus are worthless, which is a huge contrast to the competition. The redemption story has been told q million times before – doable, but certainly not without roadblocks and not in ifc.
I’d be thrilled by a real international upgrade program, but don’t expect one.
Especially with star adding Ethiopian, there are few areas where skyteam leads. Intra-russia maybe? More options in China? West Indian ocean? While for the most part coverage is or will be adequate, there aren’t the true 5-star type options. There are also some areas of weakness, like SEA and the Pacific. Also they have poor coverage in Iraq. Overall I’d say plenty of territory to redeem the miles earned by a diamond, as long as you don’t demand ifc or want to originate in the eu. Less drive to mileage run for rdms though.
The swu situation is an interesting case of doing things differently from their main competitors, which I sorta salute, academically. I just wish it was a positive difference.
@bmvaughn: That’s odd…both of my dollar signs and figures got erased…
The gate upgrade was $100.
As Lincoln says, upgrade rate is heavily variable between routes. Obviously a weekend leisure route (or many/most weekend routes) is going to be elite-light. However, it can be pretty good, even flying at business times from a hub – at least it has been for me based out of MSP.
I made Platinum in the middle of last year. I think my last half-dozen or so flights as Gold were upgraded, and as a Platinum I missed I believe 2 segments in 2011 (plus 2 where I decided to not split my PNR from my wife for the upgrade), both Monday morning MSP-LAX (LAX is rumored to have the highest diamond coefficient in the system, so that could come into play for you, Matthew) flights. I also missed a Friday afternoon HSV-ATL hop by a long shot a couple of weeks ago. In total 33 upgradeable segments and 30 upgrades – far in excess of my expectations. I also received an opup on KLM post-boarding, which once again exceeded my expectations.
Early 2011 as a gold was about 50/50, and a bit worse in stretches.
The western part of Delta’s route network, excepting LA, seems to be a lot easier to upgrade on than the southeast. The bulk of my travels take me there, so I assume that helps me out quite a bit. I am flying predominantly at business times, although may be more likely to take a late flight at the end of the week than some. I also fly to a low of smaller stations – good upgrade odds as long as they’re not CR2-served.
Not entirely clear where Mr.Lincoln is based and what routes he flies, but something like MSP-LAX and similar would likely give those sort of upgrade rates.
The Diamond and Platinum upgrade windows are the same, but Diamonds clear first. This does make it a bit tough to get a solid feel for when Plats are getting upgraded at the window. The window is also really an extra day out from what’s published, 6 days rather than 5.
I’m in MSP as well, and I travel mostly to DCA and the western half of the country. Interesting to know about the LAX Diamond rate. I have been routing through LA to pick up an extra segment to California, but perhaps I’ll rethink that once winter is over in Salt Lake.
I base my conjecture about Plat UDU rates on (wait for it) looking at baggage tags in the F cabin. It’s a puzzling phenomenon, the peacocking of status on DL. Rarely do I see a gold tag in F (and when I do see one in DCA, I have to assume it’s someone like me who’s monetizing F for a tens of dollars buy-up at ticket purchase, just outside the Diamond window.)
Home base being Chicago, and now living in CT, I’ve stuck with United since 2006. Back then I thought they were the best. TVs on all mainline and channel 9 with XM radio? Awesome! Fast forward to 2011/12, doing more flying back home to ORD…I looked at Delta, their product looks awesome, but they have NO direct flights to Chicago so that really swayed me. But you’re right, today, United has been left behind.
The CO WiFi and AVOD in their 73 and 757s are a WELCOME addition to the fleet. I want to stick with UA cuz I want that Million Mile status somewhere too, and with Chicago as Home, they’re the no-brainer.
Matt, are you going to be United’s Youngest Million Miler? Sweet!
@EagleJB: I wish I was the youngest MMer, but I doubt it! I should be one of the youngest though!
“I suspect that if I were a Delta Diamond, my complimentary upgrade success rate would be 100%.” 2012 is my third year as a diamond and as 3/11/2012 my upgrade rate is 52% and trending down from there. In March 2012 I am at 10% (1 upgrade out of 10). I have just under 3 million miles, all of those miles were from sitting in an aircraft.
Ted, what routes are you flying?
North America out of RSW every week. This week was 0 for 4. RSW to ATL, ATL to PDX, PDX to DTW, DTW to RSW. These were M fares. So now I am I for 14 for March.
I am flabbergasted, Ted. If my record were that bad, I would be leave–especially with the dismal international side of the program.
I’ve never heard a Diamond have such poor luck clearing, especially on an M-fare.
Did you see if anyone got upgrades or was it all paid traffic. How much more is a Y-up then an M?
If I do not clear after 5 PM, six days out, the probability of an UG drops like a rock. On 3/19/12, I am in first to MSP. The return (MSP-DTW-RSW) does not look good at five days out. MSP-DTW shows 2 open seats in first, DTW to RSW shows 2 open seats in first.
I have been as low as 13 on the UG list in 2012. On a flight from MSP to LAX, row 33, the exit row on this 757, were all DM. How do I know? I asked them as we were waiting to push back.
I don’t know what % has been paid traffic. Naples and Sarasota residents use RSW. Both cities had at one time, median incomes over $100,000. It is the height of the snow bird season. I see 2 to 3 couples seated in first out of and into RSW.
I think elite-qualifying miles for credit card spending are a reason I have such a poor upgrade record. Frequent buyers are treated as frequent flyers. I have to use a company provided CC. Here is another reason. My company gets a reduce cost for a given fare and when it comes to tie breaking, all things being equal in a fare class, I will lose the tie breaker because of the slightly lower cost of my ticket.
Plane movement is down at RSW, passenger traffic is up 7%. Delta has switched some equipment from 757 to MD 80, 88, 90 or even worse A319. Less seats in first, more demand = upset DM. To me, the new DM level is not as good as the old PM but I don’t have an option to leave. US Air want you to pay them a $4K fee for the opportunity to be up-graded. UA-CO has a completive elite program but if you have used that tactic in the last five years (that’s me), you are ineligible.
I am also DM, nearly 3 MM and travel out of ATL — over 250K flown miles in 2012 so far. My upgrade rate is well under 50% this year. I am 0/10 for transcontinental flights from ATL. My upgrade rate for international is 80%, but I buy M or higher fares — typically $4-5K for the Africa and Asia routes I fly.
Along the lines of the OP, I have to say that the great majority of time that I spend in coach is with flight crews who are actively indifferent to antagonistic. You can see them smile all the way down the aisle in FC, and switch to a scowl when they cross the threshold to coach. Even a couple years ago before diamond, the FAs would come through coach, greet the PMs, say that they appreciated business and to let them know if they could do anything to make the flight more comfortable, sorry that we weren’t able to accommodate you up front today, etc. that has completely stopped in the past couple years.
If I thought United 1K upgrade rate was better I would drop Delta in a minute! I have matched 1K status and am 100% upgraded for domestic so far, although based on just 12 flights.