[degnanjh]

We have been Delta Sky Miles members for years, carefully tracking our miles and participating in their AE Credit Card program. We plan our travel WAY in advance, and redeem our miles and make our reservations through the SkyMiles Customer Service desk, six months in advance. We agree to a "reasonable" flight schedule (even though we must leave Boston at 0600) through Atlanta to Puerto Vallarta, Mexico, arriving at 1310 CST - a seven hour trip - not so bad.
Yesterday, I received an email from Delta advising us of a "schedule change." We still leave Boston at 0600 and arrive in Atlanta at 0845. But our next flight segment departs Atlanta for Minneapolis - St. Paul at 2045 - a 12 hour layover in Atlanta - and arrives in Minneapolis - St. Paul at 2342. Our next flight segment departs Minneapolis - St. Paul at 0945 the next morning arrives at Puerto Vallarta at 1335, making this a total of 31.5 hours of travel.

I called Delta's SkyMiles Customer Service Desk to express our concern. Our very nice rep seemed surprised by our concerns - "Is there a problem with your reservation?" She indicated that our new schedule was the only flight schedule available. We asked what would happen when we arrived in MSP at 2342 - again, she was confused -"What do you mean?" When we explained that the next flight was on the next day she replied -"Yes?" I asked what did we do for those next 9+ hours in MSP? She advised - "You should probably try to get some sleep in the airport - I'd be sure to pack a blanket." But I have a handicap, and need a wheelchair? She replied - "I'm sure that they will have a wheelchair to take you to a comfortable part of the terminal for your overnight stay!"

So the Delta Skymiles lesson to be learned from all of this is something that wouldn't be permitted in any department store in the land - its called Bait and Switch. If you're a loyal Delta customer, if you plan the use of your miles carefully, if you make arrangements well in advance, Delta WILL take advantage of you, and not think twice about it. My only question is, if this is the only way to fly on Delta from Atlanta to Puerto Vallarta - What PAYING passenger would be crazy enough to actually purchase a flight like this?

Once again, Delta is playing Bait and Switch with its most loyal customers. If you play by Delta's rules, if you remain loyal to Delta, Delta will treat you badly. Recently, while waiting for my flight in Atlanta, I sat next to a Delta Crew, waiting for the plane to arrive. Even the employees discuss how badly Delta treats THEM - and they are the ones who have our lives in their hands. The Delta Customer Service explaination is: "All of the airlines do the same thing." That may be, but my answer will be to find another airline to make my "regular airline" - that will probably mean switching my home airport, but it would be worth the switch.

[jimworcs]

That routing is ridiculous and the agent is being utterly disingenuous in suggesting that this is reasonable. You don't say when you are travelling, so it is difficult to say for sure what your options would be, particularly as you are flying on miles, so are at the mercy of their "availability". You might consider writing to your local state Attorney General's office about your experience.

However, if you look at alternative routings, you can see how ludicrous Delta are being. Let's say you were travelling in October, mid week. You could route as follows:

DEPART BOS 07:00 via Detroit and Mexico City arrive Puerta Vallerta 17:40
RETURN Puerta Vallerta 10:30 via Mexico City & JFK arrive Boston 23:38

If you went AA it is even better

Depart Boston 05:40 via DFW arrive Puerta Vallerta 14:55
Return Puerta Vallerta 14:05 via DFW arrive Boston 0:05

The cost of both tickets is in the $650 range.

Frequent flyer schemes are a fraud on the customer. Airlines abuse their passengers and distort the market with them. Norway has actually banned them as being anti-consumer. I wish the rest of the world would catch up and be so enlightened.

[Ombudsman]

If there is a significant schedule change, in this case Delta no longer flies ATL to PVR non-stop, the airline should honor your existing reservation and book you on the most direct routing possible without an overnight stay even if it means booking you on flights which currently have no award availability. You are most likely being forced to accept the routing through MSP as it is all Delta operated flights and those flights most likely had award availability. The reason they are reluctant to rebook you on the same-day itinerary via Mexico City is the MEX to PVR segment is operated by AeroMexico and Delta will have to pay AM to fly you to/from PVR.

If DL refuses to re-book you on the same-day itinerary then file a complaint with the DOT. When DL "merged" with Northwest it left only one SkyTeam carrier in North America. Bad decision by the DOT and DOJ if you ask me as it leaves few options for rebooking on "partner" airlines when no partner airline exists.