Dear Delta Customer Service

I am writing concerning the distribution of Delta dollars as compensation for denied boarding or volunteering to take a later flight when the flights are oversold.

As a Medallion, I spend a lot of time on your airplanes. In the last 2 months, I have experienced a significant number oversold flights. As I had some flexibility (rarely happens), I was willing to help out the pleading gate agent by taking another flight for Delta dollars…not anymore!

Last night I went to redeem $518 Delta dollars to send my wife to Kansas City for Mother’s Day. I was informed by the agent that Delta dollars were no longer transferable and could no longer be combined to purchase a higher priced ticket. The certificates are now more of a discount since most tickets are over $400.

I understand from the agent last night that this rule was changed in December of 2011. The changes to the terms and conditions were not disclosed and are definitely not disclosed when the gate agent is pleading for volunteers. Had I known about the changes, I would not have given up my seat as this severely limits my ability to use Delta dollars. I travel so much for work that getting my wife and I to fly on the same flights is highly unlikely unless we are both travelling for vacation. But with a $400 limit I'd rather use Skymiles than Delta dollars.

The agent informed me that the change was the result of fraud occurring in the program. I can’t believe that a multi-billion dollar operation like Delta could not institute a password to protect the certificates. Instead Delta changes the terms of use that penalizes everyone that does a good thing that benefits the airline and its customers. The alternative is denied boarding, US currency compensation, delayed flights and most of all very unhappy customers.

This reminds me of the expression of “No good deed goes unpunished”.

I look forward to further discussing this issue.