Here’s how Delta, Hilton and Hyatt impressed me during a crisis
Loyalty in the travel industry is a very strange beast.
For most airline, hotel and car rental programs the clock resets on January 1 and travelers find themselves scrambling to requalify for the following year.
Sure, there are some lifetime elite status tiers that can be hit. But generally, you are only as valuable to a company as your business during the past 12 months.
That relationship is now even more tenuous with most of the world staying at home to avoid the spread of the novel coronavirus and the COVID-19 disease.
Get the latest updates about how the travel industry is responding to the coronavirus by signing up for our daily newsletter.
At The Points Guy, we hear from our readers daily. For most of March, there were questions about canceling cruises, flights and hotel stays.
We responded with several guides:
- Airline travel waiver and cancellation policies
- Canceling award tickets
- What to do if you've booked travel through an online travel agency
- How to cancel or postpone a cruise
But the question that has really been on many of our minds is: What about my hard-earned status?
On March 15, two days after my family in Manhattan started our social distancing, Delta CEO Ed Bastian sent out a great letter to members of the airline's loyalty program. It was mostly about cancellation policies but he was very direct about status. He wrote:
"We're grateful for the loyalty of millions of customers who choose to fly with Delta each year, and I know some of you have questions regarding Medallion Status and promotions. Please know that we hear you and understand your concerns. Right now, we are 100 percent focused on helping our customers with immediate flight needs. As soon as we get through this critical time, we will address questions about what we are doing to help ensure you can continue to enjoy Status and benefits when you fly now, and in the future."
That was perfect. It acknowledged our concerns but made it clear that this was a fast-changing situation and the airline had other priorities at the moment.
Now, Delta Air Lines has becomes the first U.S. carrier to extend members 2020 status for 2021. You can read all the details here, but it is the most-generous and customer-friendly policy we could all hope for. Everybody, including those with gifted status, get an extra year of status. The extra year of status also comes with additional Choice Benefits, which include regional and global upgrade certificates. All of the miles flown in 2020 and 2021 will count toward 2022 status, as the airline is letting elite members rollover and combine those "Medallion Qualifying Miles" or MQMs.
As a Delta Diamond Medallion member, I couldn't be happier. TPG's founder and CEO Brian Kelly also thinks it is a great move. Read his thoughts here.
Delta isn't alone in this.
Hilton Honors, followed by World of Hyatt, both decided to extend elite status for another year. We have yet to hear from Marriott's Bonvoy program. InterContinental Hotels Group (IHG) lowered its elite qualifications first. Now that others have gone further, they might have to revisit.
I give Delta props for going one step further than Hyatt, in granting a new set of upgrade certificates for the extended status year. That's costly and generous. But it was the right thing to do.
When this pandemic is over -- and it will end at some point -- we are going to want to hit the road again.
The moves that companies make now are the ones that will last with us for the rest of our lives.
Delta's SkyMiles aren't the best out there. I struggle to always find value in my miles, especially for international premium rewards. But the airline has always done right for me. The service is great and the on-time flights often get me home in time to see my family.
American and United now have to either follow Delta's lead or risk alienating passengers who have spent years loyal to them.
I'll remember what Delta, Hilton and Hyatt have done for me. This isn't about where I'm going to stay or who I'm going to fly between now and December 31. This is about long-term trust and faith in a brand and its loyalty program.
For the latest on elite status extension, check out:
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 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. |
| 5X | New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App. |
| 3X | Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines. |
| 2X | Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
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 $8,000 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.
- New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App.
- Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines.
- Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- Pay It® lets you tap in the American Express® App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan It® gives you the option to split up big purchases into equal monthly payments with a fixed fee. You’ll know upfront exactly how much you’ll pay.
- Updated! $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American Express® Gold Card. That’s up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American Express® Gold Card at U.S. Dunkin’ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- New! As an American Express® Gold Card Member, you can enjoy complimentary Hertz Five Star® Status. Enjoy benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Take advantage of a $100 credit towards eligible charges* at over 1,300 upscale hotels worldwide when you book The Hotel Collection through AmexTravel.com or the Amex Travel App **. *Eligible charges vary by property. **The Hotel Collection requires a two-night minimum stay.
- Book your travel through the Amex Travel App with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.