Meet Jill Noll, who thought she’d done everything right when she applied for a new American Express Membership Rewards through Delta Air Lines, and the promised SkyMiles never appeared in her account.
If Noll transferred her points to the American Express card, she could get 30 percent more miles — an extra 15,600 points. At least that’s what they said.
We transferred a total of 52,000 points, and then waited the usual six to eight weeks for the additional miles to show up in our account.
I engaged in a losing email commentary first with Delta, who put the blame on American Express. And then, with American Express, with them saying it was Delta’s promotion.
We then talked with Delta’s customer service people who then proceeded to ask if we were registered. We explained we had been loyal and long time customers registered with Membership Rewards in partners with Delta for many years. That went on for several times, before we caught on to the fact that we were supposed to register specifically for that promotion.
And then, they had the nerve to say we couldn’t have our points back!
We really feel cheated on all levels and were so frustrated with Delta’s people.
I checked with Delta, and as it turns out, Noll needed to register for this promotion.
“Although our records do not show they ever registered for this promotion, we did make a one-time exception and added 15,600 bonus miles to account,” a spokeswoman told me.
That’s awfully nice of Delta. But was this misunderstanding preventable? Absolutely.
If Delta had explicitly told Noll that she needed to register — that simply being a SkyMiles member wasn’t enough — then I think this might have been avoided. Seems to me Noll could have also paid closer attention to the terms of the promotion, which would have stated that you have to register, even if you’re already a frequent flier.
No one was trying to cheat Noll out of 15,600 points, as it turns out.
(Photo: tipiro/Flickr Creative Commons)