Delta says frequent fliers saw different fares

by JOSHUA FREED and SCOTT MAYEROWITZ, AP Airline Writers


http://www.cedartownstd.com/view/full_story/18630818/article-Delta-says-frequent-fliers-saw-different-fares?instance=home_news_lead_story

MINNEAPOLIS (AP) — Delta Air Lines may have charged some frequent fliers higher fares than other customers for almost three weeks because of a computer glitch.

The airline said Wednesday that it fixed the problem where different prices were offered to passengers logged into their frequent flier accounts. Delta spokesman Paul Skrbec said fares were higher for some passengers, but lower for others.

Delta is unsure how many people were affected, but Skrbec offered an apology to any passengers who may have been inconvenienced.

The problem was first reported by WCCO Tuesday night. The Minneapolis TV station reported on two local executives at a security company who noticed a discrepancy when recently booking tickets on the same flight. Curious, they then tried other searches. For one trip to Los Angeles, coach tickets were $124 more expensive when logged in to Delta's SkyMiles program.

"Not just a couple of bucks. It was pretty significant," said one of the executives, Patrick Smith.

In three out of five tests, they said they found different fares. The TV station also discovered different fares in one of its three tests.

Smith's co-worker Steve Lisle said the encounter left them wondering if they overpaid on earlier flights.

"We would have absolutely no idea. There's no way for us to find out," Lisle said.

The Atlanta-based airline has been upgrading elements of its website for more than a year. An upgrade less than three weeks ago to its flight search engine caused the fare discrepancies. After discovering the problem, the airline reverted to its old search engine. Skrbec said the fix was made before the TV station contacted Delta.

Under the airline's "Best Fare Guarantee" any customer who thinks they paid more can get the fare difference by calling the airline, Skrbec said. That assumes passengers realize — and have proof — they were offered an incorrect fare.

Airlines have long internally discussed charging more to frequent fliers with a willingness to pay, but none have put it into practice, said airline consultant Robert Mann.

"This would be the equivalent of the soft drink machine that dispenses $5 cold drinks on a sweltering hot, sunny day and $1 drinks on a cold, dreary day," Mann said.