Delta predicts Sky Club overcrowding will be 'solved' within next 2 years (mostly)
Within the next two years, Delta Air Lines’ lounge overcrowding should be all but history … at least on most days, executives proclaimed this week.
“We’re continually working to eradicate the lines and crowding at Sky Clubs,” Delta president Glen Hauenstein said Thursday, speaking on the company’s earnings calls.
It’s an issue that customers and the airline have battled for years amid growth in the number of SkyMiles loyalists, Medallion elites, and Delta and American Express credit card holders.
In 2023, Delta announced sweeping loyalty program changes that included a crackdown in the number of passengers that could visit its lounges. The access overhaul included barring basic economy passengers and capping the number of annual visits allotted to certain credit cardholders (the latter restrictions took effect in February).
Delta has also aimed to thin out crowds in its standard Sky Clubs by funneling high-paying business-class passengers into its swankier Delta One Lounge facilities — which are now open in four cities: New York, Boston, Los Angeles and Seattle.
Read more: Delta's stunning new Seattle business-class lounge is its most unique one yet
Overcrowding persists
But lounge members have still encountered packed clubs on some days — most notably, Hauenstein said, when summer thunderstorms delay flights, stranding more passengers than normal in airport terminals.
“You can’t build a club big enough for lengthy delays,” he said. “I think we’re trying to look at alternatives that we can use as overflow in those instances.”
But for days with normal operations, Hauenstein made this prediction, speaking on a call Thursday:
“We should have almost all of our crowding issues solved within the next 18 to 24 months,” he said.
Solving the crowding problems
Earlier this year, Delta executives I spoke with had described the crowding crackdown as a constant “work in progress.”
To be fair, the carrier is far from alone when it comes to this problem. A myriad of airlines and credit card issuers have had to contend with supply and demand problems in their outposts; recent months have brought tighter access rules for United Airlines and Capital One as well.
“We don’t want people in line. There’s nothing exclusive about that,” chief communications officer Tim Mapes told me in January, while noting the carrier could consider opening up additional grab-and-go lounge locations, which would allow passengers to pick up food or drink items before heading to their gate.
“What we know,” Mapes told me at the time, “is there’s greater demand for that experience and membership in that experience than we’ve got, at the moment […] the capacity to serve.”
Bigger clubs opening, planned
Still, that capacity will continue expanding.
Some of Delta’s largest clubs across its network have opened in recent years, including an expansive 26,000 square foot D-concourse outpost at its Hartsfield-Jackson Atlanta International Airport (ATL) mega-hub that debuted earlier this year.
Another 34,000 square foot facility is planned to open by the end of the year at Delta’s Salt Lake City International Airport (SLC) hub.
“We have a lot of plans,” Hauenstein said Thursday, “to continue to address the places where we are constrained.”
Still to be seen: whether the carrier can truly “eradicate” its lounge crowding problems.
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| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
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You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
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Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.