Which Airline Rewards Programs Are the Most Rewarding?

The airlines' mileage schemes are routinely referred to as rewards programs. But how rewarding are they? And how do they compare, rewards-wise?

We know a lot about the airlines and the details of their business. How much revenue they generate, and how much they spend in the process. How many bags they mishandle. How many passengers they fly, and how many miles they fly them. The average cents per mile made on every ticket. The percentage of their seats sold and unsold.

What we don't know is how they deliver on the promise implicit in their mileage programs. What are the odds that an airline's frequent flyer program member will be successful in redeeming miles for an award flight?

Nobody knows.

It's not in the airlines' annual reports. And if you ask the airlines directly—as I have on many occasions—they will claim that they don't have the data.

There are around 100 million Americans who participate in one or more airline programs. All of them would like to know how their program performs, and how that compares with the performance of other programs.

Such transparency is at the very heart of what makes capitalism benefit consumers. Give us all the information we need to make informed buying decisions, and let companies compete for our business.

With frequent flyer programs, however, all consumers have to go on is their own experience, and whatever anecdotal evidence they can gather through water-cooler reports.

That's hardly a solid basis for choosing to focus one's mileage-earning in one program rather than another.

There is, however, a new study by ezRez Software and IdeaWorks that shines some light on the airlines' relative generosity in making seats available to award travelers.

Over a two-month period, the companies made 6,160 test bookings on the websites of 22 of the world's largest frequent flyer programs. Their success rates in booking award flights varied enormously, from a high of 99.3 percent to a low of 10.7 percent.

If it were widely known, such a pronounced disparity would clearly affect the value that consumers expect from participating in these programs, and should push travelers away from the underperforming programs and toward programs that offer a better return on their loyalty.

Following are the report's results for the nine largest North America programs, ranked from most generous—Southwest, which had award seats available for 99.3 percent of the award trips—to the least:

1. Southwest (99.3 percent)
2. Air Canada (93.6 percent)
3. Alaska (75.0 percent)
4. Continental (71.4 percent)
5. United (68.6 percent)
6. AirTran (67.9 percent)
7. American (57.9 percent)
8. Delta (12.9 percent)
9. US Airways (10.7 percent)

Is this the final word on award availability? Hardly. As such studies must be, this is just a sampling of routes, during one particular slice of time. Choose different routes, at different times, and the results might be different. The picture would also change if test bookings by phone were added to the online bookings. And important players like JetBlue, Spirit, and Virgin America weren't included.

But this is a down payment on the kind of information travel consumers need and deserve.

Long term, I've called for the government to require the airlines to collect and report data on their programs' award availability. That's the only way full transparency will be achieved.

Without it, airline passengers' loyalty is just a leap of faith.

Reader Reality Check

How do the report's findings compare to your own experience?

Should the government force the airlines to fully disclose the success rates of their program members in redeeming their miles for free flights?

What information would be helpful in assessing your mileage program's value?

Comments

[Anne]

I did not see anything on Spirit Airlines program listed but it seems difficult and costly.

[Brian Birkby]

I too share many readers frustration with Delta. As a former member of NWA World Perks I could book an award ticket for 25 K points. It is absolutely impossible to book an award ticket with Delta for 25 K points. My frustration with Delta is compounded with poor customer service and damaged baggage every time I fly with them.

[Ira Zweifler]

There is no doubt that the ability to get a desired ticket is a key factor in evaluating Frequent Flyer programs, but for many of us, there are some equally important. For people who take 1 way cruises, there is a need for 1 way awards. Delta for one, charges R/T mileage for a 1 way ticket. There is also a major difference in the number of miles for a R/T domestic ticket - in some cases as low as 25,000 miles with some airlines and 60,000 with others

[Stan]

I have had fair to good luck with AA recently 8 months in advance of trip... just booked a RT ticket Nashville to Paris to Bilbao Spain, back to Nashville from Paris via JFK. This for two people using 160,000 FF miles economic, including one person using 50K upgrade to get Business which came available on request, still hoping for a second Business upgrade for second passenger using another 50K for CDG to JFK leg. AAdvantage people exceptionally helpful, kind and patient with changing flights. Big tax paid on Business class "freebie"

[ANNETTE]

NO PROBLEM WITH UNITED 25,000 M....BUT I BOOKED SIX MONTHS AHEAD AND HAD TO CONNECT IN WASHINGTON.
US AIRWAYS FLIGHT TO HAWAII......HAD TO SPEND 65,000 M..(THERE WAS
LIMITED AVAILABILITY FOR 40,000 MILES).... AND I BOOKED 11 MONTHS AHEAD. STILL SEATS AVAILABLE THOUGH.
SO THE TRICK...PLAN AHEAD AND STOCK UP MILES.

[FTM29]

AA is terrible. I have over 200K in the bank and have been trying to bbok a flight a year in adavnce to Europe. I keep getting the "All seats on that flight are taken" excuse even though I am calling THE DAY THEY ARE FIRST AVAILABLE.

[Joanne Rile]

I try to fly Southwest exclusively. Sometimes I have to fly U.S. Air or Delta and both are difficult and unpleasant to use miles. Southwest is easy and I have never had a problem. I also used to fly United and seldom had any problems. But, Southwest is also simple to use miles and I do no have to pay the high fees for luggage.

[Flyer Ben]

In addition to Delta's low availability ranking, I think you'll find their points requirements higher than the other majors...particularly on international flights. The more Delta points I acquire, the higher the requirements seem to get. It would be useful to create a measure that combines availability and point requirements. It would quickly identify the airlines that truly reward for loyalty.

[Scott]

I have points with United, American & Delta. I have had no problem using my points on United & American with the minimum points every time, but never once been able to find one available with minimum points on Delta yet....

[Dan]

Trying to book on Delta is as frustrating for their agents as it is for us the customers. I reached Platinum and thought it would open up some more low mileage usage options, but it didn't. Thank you for your thoughts on looking a few weeks prior to the flight up to the day of the flight for usage of low miles on Delta. As a Platinum, there is no charge to cancel a award ticket.

[Dr Jim]

There have to be some errors in that study. They disclose some information about method, but omit a lot. E.g., did they require availability at the cheapest level? Did they actually verify that the airline even flew between the two cities? Did they include foreign routes, require first class availability, etc.?

Otherwise I can see no way in the world that the 10.7% can be accurate for US Airways. That is my primary carrier, and other than full blackout dates around the holidays, I have only seen no availability on one online search out of about 75, and it was only one specific date. I am usually searching from one small airport which requires travel specifically through PHL to a variety of domestic destinations.

I just did a quick test with 10 destinations for June. I realize I'm earlier than they were, but I found availability every day of June for all destinations.

Something is definitely fishy with their study.

[Mark A. O'Deady]

I'm an AAdvantage Platinum (American) and MVP Gold (Alaska). On American I tend to use my mileage for upgrades, but on Alaska where I typically receive a free upgrade I typically use my mileage to help my family visit me or meet me somewhere. I also take advantage of Alaska's miles + cash program that enables frequent fliers to use mileage to cut half their fare (up to $250) and still receive elite mileage credit for the flight -- a Godsend for last minute flights!

I was a little perturbed recently when I learned that American now charges $75 when frequent fliers choose to convert miles (15,000 each way) to obtain an all segment guaranteed upgrade. I hate being "nickel and dimed"...

[Bob]

I'm a former NW Airlines loyalist whose frequent flyer miles were transferred to Delta. I had expected that Delta's frequent flyer program would be comparable to NW's, but sadly it is not. Finding a seat to Asia using 60,000 miles, which I could do round-trip on NW, is nearly impossible on Delta. Delta's website provides a calendar supposedly showing days when you can choose "low" mileage travel dates (60,000 miles to Asia), but the results are usually seats requiring 90,000 or 120,000 miles. It simply doesn't work.

[Emily Cohen]

Hi! Check out our blog at El Al to learn about our frequent flyer program "Matmid."
The link is: http://www.skywordswithelal.com/?p=494

I hope you enjoy our blog!

[SooTsong Lim]

Don't even border to check Delta for lowest mileage availability ( 25,000 miles ). I have mileage program with all major airlines, and Delta is the last one that I check. The only reason I check on Delta is because they have direct flight out of Memphis. Other than that,
American airlines have much better mileage availability.

[JC]

Why am I not surprised with Flying Blue being in the bottom?
I had over 140,000 miles with them that expired without notice. So so frustrating!
Avoid at all costs. At least United sends reminders.

[Leighton Ratkey]

I have had the best luck out of RNO using UAL, DAL is by far the worst, AA works sometimes also, all out of RNO. UAL works best at last minute reservations.

[Brent]

What most don't know is that DL has the worst computer system when it comes to availability, and this makes their already bad situation appear even worse. With multiple hubs [post NW merger] and SkyTeam partners [AF, KL etc], there are an incredible number of combinations that can be checked for reward space [same thing applies to paid tickets as well].

Yet DL's system is so antiquated, especially in regards to what they show on the web [refreshed appearances notwithstanding] that you are left resorting to manually doing what their computer is supposed to, i.e. check every combination. They may only show a DL/DL connection over ATL but never show one with AF over CDG or KL over AMS, much less a combination of both.

One tip, that does take advantage of their new no-fee booking for under 21 days: they often make low/standard space available just a few days prior to departure when you would never see it months in advance, especially on SkyTeam partner AF. Also applies to heavy DL routes like LAX-ATL, where you won't see "low" space for months, but can see it a couple of days before departure.

Having looked at this a lot in the last few weeks, it seems they're making a corporate decision to loosen up availability [thanks to PR/pressure], but mostly after the summer, and not by much.

My advice: do NOT book at a higher mileage rate in advance unless you absolutely have to. Wait until the last minute, be creative and look for space segment by segment [i.e. MEM-AMS, then add connecting flights] and you'll probably end up with a low-mileage ticket wherever you want to go.

All done at a very high price of investment of your time as a low-end reservation/computer agent--something they should have fixed long ago in their system.

[btw, UA's system isn't much better - but I recommend ANA's frequent flier booking site that has all Star Alliance reward availability world-wide. AA's customer service aside, they have the best computer system, which nearly every time will show every possible combination between cities you request]

[Disgusted with Delta]

I tried booking a flight for 25,000 miles reward travel for the last month. I have been very flexible and have tried for flights 3 months and 6 months, and longer in advance and there is nothing. The ticket agents only want to search for 3 days in advance and prior the suggested date. I have managed to check just about every available date and nothing is available for my domestic travel plans. Last year, it was possible to do the same basic flight with the same basic advance booking. Delta 25,000 mile rewards is a sham and the agents have gotten less and less helpful (probably because they know nothing is available).

P.S. also tried 330 day in advance and the said that is too far ahead of time.

So you're too early, too late, or whatever excuse they make up, because the agents admit they know nothing about the awards.
I think the advice be flexible and reserve early is B.S. because they either have one or two awards allocated for the year, and you have a better chance of getting hit by lightning or winning the lottery. Best to boycott Delta for their deceptive practices. They should cut out the 25,000 mile deception, because there aren't any awards. We need transparency is award seats allocated and the FAA should look into this deception.

[Rob]

I've gotten last minute tickets several times - even at low award levels on both United & American. I've also failed to get award tickets booking months in advance - even at high award levels. What I've noticed is that when I get award tickets, the plane almost always has empty seats. When I end up not getting a ticket and buying one instead, the plane is usually full and in some cases overbooked. I guess the reason there seem to be less award tickets is that service cuts give remaining flights a higher load factor. Since award programs were designed to offer unsold seats, every service cut is a direct hit to award seat availability. I suspect that Southwest's good record on awards is due to the point-to-point route system. When Southwest can get you someplace, it more often requires only a single flight rather than the 2 flights required for non-hub city residents using a network carrier. Needing a single flight increases the odds you can find an empty seat that the airline has made available for award use. If my interpretation of this pattern is correct, I guess frequent flyers can expect Fuller Flights = Lower Award Availability. While overall carrier rankings are interesting data, the real test should be where YOU need to go to/from and how the carriers do on the routes you want to claim. I don't know any good way to analyze this by route except through personal experience.

[Darrell]

I've been in both Southwest's & United's programs for over 8 years and fly domestic 3-4 times a year (pleasure) or fly my kids home on occasion. I usually book 3-6 weeks ahead. I find this survey quite accurate for these 2 carriers. I've always felt SWA's one-way for half a "ticket" was a big plus, and was very surprised (pleasantly!) to see UAL adopt this a few months back.

[GC Sr]

I have been flying with Air Canada for 16 years. I used all miles for International Business class, usually 1 week notice or less. At worst you use call center, and never had any trouble. Ever.

[RMH]

Delta promotes flexibility with no blackout dates. Problem is they only make seats available at the premium award levels, which are 2 to 3 times the miles, regardless of how far in advance you book. Most of the airlines now do this, but Delta is the worst. (In general, I've found United to have the best availability at the lowest award levels.) With high award levels and "use it or lose it" rules, it doesn't seem to be worth chasing the miles anymore.

[MPW]

According to this I have my miles in the two worst airlines, Delta and US Air. I didn't have much of a problem getting award tickets last year from both of them, but as one commenter said "you have to book way ahead of time". That's what I did in my experience. Scares me if I have to use miles quickly though. The only reason I use US Air is that they and United are the only airlines that service my little airport and I fly to Charlotte and Atlanta most of the time. Delta pulled out when fuel went nuts.

[ID_JM]

Northwest was the worst but since their merger with Delta, along with Delta's previous dismal program, Delta is now the absolute worst. Closely followed by US Airways (after their merger). Is this the merger message? Let us merge and we'll make our program worse but continue to tell you how great we will be.

Southwest is still the best.