No Result
View All Result
Eye of the Flyer
  • BANK & Travel Cards ★
    • Credit Cards
    • CardMatch™
    • Eye of the Flyer Recommended Cards
    • Best Welcome Offers
    • Travel Rewards Cards
    • Airline Credit Cards
    • Hotel Credit Cards
    • Cash Back Credit Cards
    • No Annual Fee Credit Cards
    • Small Business Credit Cards
    • Gas Rewards Cards
    • Balance Transfer Cards
    • Student Credit Cards
    • Visa Credit Cards
    • Mastercards
    • Bad or Poor Credit
    • No Credit or Limited Credit
    • Secured Cards
  • CardMatch™
  • Cruises
  • Rookie
  • Elite Mileage Runs
  • Merchandise
  • αbout US ✉
  • BANK & Travel Cards ★
    • Credit Cards
    • CardMatch™
    • Eye of the Flyer Recommended Cards
    • Best Welcome Offers
    • Travel Rewards Cards
    • Airline Credit Cards
    • Hotel Credit Cards
    • Cash Back Credit Cards
    • No Annual Fee Credit Cards
    • Small Business Credit Cards
    • Gas Rewards Cards
    • Balance Transfer Cards
    • Student Credit Cards
    • Visa Credit Cards
    • Mastercards
    • Bad or Poor Credit
    • No Credit or Limited Credit
    • Secured Cards
  • CardMatch™
  • Cruises
  • Rookie
  • Elite Mileage Runs
  • Merchandise
  • αbout US ✉
No Result
View All Result
No Result
View All Result

So what was the real reason behind Delta dumping the phone booking fee? I have some ideas.

René by René
April 14, 2016
in Travel Related
5

Advertiser Disclosure: Eye of the Flyer, a division of Chatterbox Entertainment, Inc., is part of an affiliate sales network and receives compensation for sending traffic to partner sites, such as CreditCards.com. Some or all of the card offers that appear on the website are from advertisers. Compensation may impact how and where card products appear on the site. This site does not include all card companies or all available card offers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed, or approved by any of these entities. Some of the links on this page are affiliate or referral links. We may receive a commission or referral bonus for purchases or successful applications made during shopping sessions or signups initiated from clicking those links.

phone rep taking a call renespoints blog
Yes, we have waved the phone fee!

Last night my fellow blogger Points, Miles and Martinis broke the news before Delta’s public PR posting that they were in fact dumping the ridiculous over the phone booking fee. The reaction to this by those who the press reached out to was shock, amazement and astonishment that Delta would do this. An airline dumping a fee – why in the world would they do this (no answer was given). Let me try to answer the question rather than just cut-N-paste the Delta News Hub PR press release.

First off Delta does nothing ever unless it helps Delta in some way, that is, the bottom line. Delta would never dump a fee that is making them a gazzillion dollars (or what do you think). I mean as talked about this morning in the Delta 1Q16 live report, the president of Delta himself said that they have the “best revenue team in the business”. Would such a team dump a profitable fee? Not very likely even it makes customers happy. Delta is no charity.

So then, if we are to speculate, why would Delta make this change? I have a few ideas that are very likely the correct guesses. Let’s break them down.

1) The fee is costing more than it earns. Some in the media have speculated that this is the fact, that is, the fee is so punishing that folks are not buying a ticket because they don’t want to pay the fee. That could be. After all, most book online anyway right?

2) It forces folks to use sites other than Delta.com. I think this is the really big reason why. I myself over and over tell my readers NOT to start at Delta.dumb to book tickets because it can cost them so much money. KAYAK.com is an outstanding site that gives you a chance to compare, not just Delta, but other airlines as well. Heck, it can even find routes Delta.com will not find and for cheaper prices. I would think a person calling a Delta rep would be better than this choice (for Delta).

3) A phone rep will only feed the routes / prices the airline wants. You may not be aware of this but Delta is using software that will push routes that may or may not be the cheapest you can find (see point 2). Yes, other sites may find routes, even on Delta, that are less than those a phone reps offers a caller. Yeah, that could be a reason why, one would think.

4) The missed chance to upsell a caller. If someone calls a Delta rep, and knows they will not pay a booking fee, then the rep is working “for them” or at least they may think that. After finding flights, a phone rep can warn them firmly that the BASIC cheapest flights they have found have nasty restrictions and do they REALLY want to book these tickets. I mean, for a few bucks more they can be in C+ that has almost 1st class-lite service with priory boarding, free Delta studio and drinks! What a deal!

5) The missed chance to upsell after the sale. I would guess very few book hotels or cars after they are done booking a ticket but unless you never called Delta you do not know that reps PUSH hotels and cars for where you are going. Then they notice you don’t have the Delta AMEX card so do you want one of those. I would think a fee free booking would help push all these extra sales.

6) Delta.com may not be able to book what they are looking for. We all know Delta.com is not the most user friendly site in the world and that is why we use KAYAK.com and others. I am sure, despite married segment logic and such a phone rep could, if asked, make sure to find tickets that a caller is wanting.

7) It is so much simpler and with new booking rules someone may not check for cheaper routes. Clearly Delta does not want folks to book a number of one-way tickets that may be MUCH cheaper than all these one-ways on one ticket. I doubt a Delta phone rep is going to tell the caller, “hey, you can save a ton of cash if you book these as a number of one-ways“!

I think we could go on and on and do this all day long and I think you see my point. I am reasonably sure Delta has very carefully run all the numbers, run focus groups, consulted with psychologists and a gaggle of bean counters and all have told Delta that they will make money dumping the phone booking fee.

At least this is my guess. What do you think? – Rene

Advertiser Disclosure: Eye of the Flyer, a division of Chatterbox Entertainment, Inc., is part of an affiliate sales network and receives compensation for sending traffic to partner sites, such as CreditCards.com. Some or all of the card offers that appear on the website are from advertisers. Compensation may impact how and where card products appear on the site. This site does not include all card companies or all available card offers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed, or approved by any of these entities. Some of the links on this page are affiliate or referral links. We may receive a commission or referral bonus for purchases or successful applications made during shopping sessions or signups initiated from clicking those links.

Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.

Previous Post

My take on today’s Delta 1Q16 conference call. Bombardier? AMEX, FCM, branded fares & more!

Next Post

Delta SkyMiles Europe award sale. Win a PVT jet trip. Delta A321 VS/& CS300 & other news!

René

René

René de Lambert is a contributing writer for EyeoftheFlyer.com - He is an avid Delta and SkyTeam flyer who has held Delta’s top Diamond Medallion status for many years and flown millions of miles.

Next Post

Delta SkyMiles Europe award sale. Win a PVT jet trip. Delta A321 VS/& CS300 & other news!

Comments 5

  1. Ed Travel says:
    9 years ago

    It is true. A couple of weeks ago I need it to book a flight so I go to Delta see every single one of the option given and the price was not what I wanted. I go to flights.google.com and sure enough there is a cheaper flight that they did not show me. I click on it and now it takes me to Delta to finalize the sale…
    PS what are you thinking about doing after May 16? Just testing the new system or jumping to another “vessel”…

    Reply
    • rene says:
      9 years ago

      @Ed Travel – I am flying a few days later on one of the 250 SkyMiles “sale” tickets in 1st class 🙂

      Reply
  2. Jimmy Gottfredson says:
    9 years ago

    Rene – “all have told Delta that they will make money dumping the phone booking fee.”

    I think your spot on.

    Reply
  3. Basil says:
    9 years ago

    By dumping the phone booking fee they’re hoping to have the agents upsell economy comfort

    Reply
    • rene says:
      9 years ago

      @Basil – Agree, and think I said just that in the post.

      Reply

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

➤ Search Eye of the Flyer

No Result
View All Result

Subscribe

Subscribe To Our NewsletterJoin our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!

GREAT Travel and Cash Back Card Offers for Spring 2025!

Eye of the Flyer may receive a commission from the links below. See our Privacy Policy

See some of the biggest and best offers now!
Capital One Venture X Business: Earn 150,000 bonus miles once you spend $30,000 on eligible purchases within three (3) months of being approved for card membership. Then, earn an additional 200,000 miles after you spend a total of $200,000 within the first six (6) months. That's a total of 350,000 miles. Learn here how to apply.

Marriott Bonvoy Brilliant® American Express® Card

Marriott Bonvoy Brilliant® American Express® Card: Earn up to 150,000 bonus Marriott Bonvoy points. First, earn 100,000 bonus points after you spend $6,000 in eligible purchases on the card within six (6) months of being approved for card membership. Earn additional 50,000 bonus points after you spend $2,000 in eligible purchases on the card within six (6) months of being approved for card membership. Long story short: Earn 150,000 bonus points after spending $8,000 on eligible purchases within the first six months of being approved. (Terms Apply.). Read more and learn here how to apply.

Capital One Venture Rewards Credit Card
Capital One Venture Rewards Credit Card: Earn 75,000 Miles once you spend $4,000 on eligible purchases within three (3) months of being approved for card membership. Learn more here.

 

American Express® Business Gold Card

American Express® Business Gold Card: Earn 100,000 bonus Membership Rewards® points after you spend $15,000 on eligible purchases with the Business Gold Card within the first three (3) months of being approved for card membership. Plus, enjoy a 0% introductory APR for the first six (6) months from the date of account opening on purchases eligible for Pay Over Time, then a 18.49% to 27.49% variable APR. (See Rates & Fees) Terms apply.. Learn more here.

The Business Platinum Card® from American Express

The Business Platinum Card® from American Express: Earn 150,000 bonus American Express® Membership Rewards® points after you spend $20,000 on eligible purchases on the card within the first three (3) months of being approved for card membership. Plus, earn a $500 statement credit after you spend $2,500 on qualifying flights booked directly with airlines or through American Express Travel with your Business Platinum Card within the first 3 months of Card Membership. You can earn one or both of these offers. This offer expires on June 30, 2025. Terms apply.. Plus, enjoy select airport lounge access, statement credit opportunities galore, and more! Read here why we love this card.

Eye of the Flyer partner offer!CardMatch™CardMatch™
Offers may not be available to all users.

Unauthorized use and/or duplication of this material without express and written permission from this site’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Eye of the Flyer with appropriate and specific directions to the original content.

Subscribe

Subscribe To Our NewsletterJoin our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!

Resources

  • ✍ Editors Disclaimer
  • 💰 Advertiser Disclosure
  • 🔒 Privacy Policy
  • BANK & Travel Cards ★
  • CardMatch™
  • Cruises
  • Rookie
  • Elite Mileage Runs
  • Merchandise
  • αbout US ✉

Copyright © 2025 Eye of the Flyer. All Rights Reserved.

No Result
View All Result
  • BANK & Travel Cards ★
    • Credit Cards
    • CardMatch™
    • Eye of the Flyer Recommended Cards
    • Best Welcome Offers
    • Travel Rewards Cards
    • Airline Credit Cards
    • Hotel Credit Cards
    • Cash Back Credit Cards
    • No Annual Fee Credit Cards
    • Small Business Credit Cards
    • Gas Rewards Cards
    • Balance Transfer Cards
    • Student Credit Cards
    • Visa Credit Cards
    • Mastercards
    • Bad or Poor Credit
    • No Credit or Limited Credit
    • Secured Cards
  • CardMatch™
  • Cruises
  • Rookie
  • Elite Mileage Runs
  • Merchandise
  • αbout US ✉

Copyright © 2025 Eye of the Flyer. All Rights Reserved.

Cleantalk Pixel
No Result
View All Result
  • BANK & Travel Cards ★
    • Credit Cards
    • CardMatch™
    • Eye of the Flyer Recommended Cards
    • Best Welcome Offers
    • Travel Rewards Cards
    • Airline Credit Cards
    • Hotel Credit Cards
    • Cash Back Credit Cards
    • No Annual Fee Credit Cards
    • Small Business Credit Cards
    • Gas Rewards Cards
    • Balance Transfer Cards
    • Student Credit Cards
    • Visa Credit Cards
    • Mastercards
    • Bad or Poor Credit
    • No Credit or Limited Credit
    • Secured Cards
  • CardMatch™
  • Cruises
  • Rookie
  • Elite Mileage Runs
  • Merchandise
  • αbout US ✉

Copyright © 2025 Eye of the Flyer. All Rights Reserved.