What Are Miles And Points Really Worth? (2023)

TProphet8 Comments

Nearly every airline program I work with at AwardCat has massively devalued. And yet, I keep seeing the same optimistic points valuations on every blog. In my view, valuations are mostly a lie. While it might be theoretically possible to achieve the valuations noted, it’s clear that for the majority of redemptions, points aren’t worth anywhere close to what is ordinarily claimed.

Working with a shadowy group of Pacific Northwest miles and points enthusiasts, I have created a points valuation chart using an entirely new methodology. The truth is, the value of points varies per redemption and a lot of the value is theoretical (tickets to Amsterdam are generally undesirable in February, even if they’re still expensive in paid business class relative to redeeming with points).

This chart focuses on flights, not hotels. There is one exception: I did factor in the value of Hyatt transfers from Chase, because these really can deliver outsize value. Other hotel programs usually aren’t good value in exchange for transferable points.

cheap motel
You can usually get better value when booking independent hotels versus transferring bank points to a hotel program

Along the same lines, some options for redeeming your points are really good value, and others are not. So, we tried to calculate a weighted average based on a mix of awards redeemed within the program (as most users do; it’s rare that anyone uses their points only for the most aspirational of journeys). We also defined ceilings: Realistic Ceiling and Aspirational Ceiling, which reflect the highest value that can realistically be attained by most people, and the highest value that would typically be attained for an aspirational trip.

In particular, given the “ceiling” valuations, there are both objective and subjective influences and there’s probably room for folks to argue. For example, Aeromexico offers a tantalizing round-the-world award chart that should, in theory, offer far greater value than the 1.2 cent aspirational ceiling I have assigned. There are only two problems: partner availability is virtually nonexistent to Aeromexico on Korean Air, Delta, KLM and Air France in business class, and virtually all SkyTeam carriers levy fuel surcharges (along with Aeromexico itself). A round-the-world trip in economy class (with hefty fuel surcharges paid on every leg) looks a lot less aspirational, doesn’t it?

Conversely, Alaska Airlines crowns the aspirational ceiling (despite recent devaluations) because of their relatively low first class pricing, and because stopovers are permitted, achievable, and allowed on a one way trip. It’s harder than it used to be to take advantage of this, but stopovers really add outsize value. Air Canada similarly offers stopovers for 5,000 points each, although their comparatively high redemption rates lower their aspirational ceiling.

Airline/ProgramFloorWeighted AverageRealistic CeilingAspirational Ceiling
Aeromexico0.60.81.01.2
Air Canada0.81.31.92.9
Alaska0.81.32.14.2
American1.21.42.24.0
Amex0.71.11.42.9
Avios0.71.11.82.2
Bilt1.51.62.24.0
Brex0.60.81.01.7
Capital One1.01.31.72.9
Cathay Pacific0.81.21.92.4
Chase1.01.31.44.0
Citi1.01.31.72.9
Delta1.01.21.72
Emirates0.60.91.11.4
Etihad0.60.91.11.2
Flying Blue0.81.11.61.8
jetBlue1.21.21.31.3
LifeMiles0.71.21.82.7
Qantas0.51.01.23.9
Singapore0.81.01.31.7
Southwest Airlines1.21.31.41.4
Turkish1.11.52.42.4
United1.01.21.82.2
Virgin0.81.01.42.2
Average across all
programs		0.91.21.62.48
The above chart reflects my personal opinion of what airline and transferable points are worth, and is not the expressed opinion of AwardCat or any other party.

One of the biggest surprises to all of us was the low “floor value” of most points. This is because airlines and banks offer a lot of really unoptimal ways to spend points, from paying for WiFi charges to buying gift cards or statement credits towards credit card purchases. I ignored some of the worst and least optimal ways to redeem points and focused on flight related redemptions (either flights or enhancements to the onboard experience). Southwest and jetBlue win here, because it’s hard to spend your points for less than 1.2 cents each. While Turkish comes in just behind, this is primarily because there just aren’t very many ways (yet) to spend your points unoptimally in this program. And Brex (which, full disclosure, fired AwardCat as a customer so I do hold a grudge) takes the crown for least valuable transferable points. I’m very happy to have transferred my points out before they suddenly devalued their points with zero prior notice. That’s the risk you take with bank points, as I warned in 2016.

While again highly subjective, I think the weighted average is where most people are likely to redeem their points. This is surprisingly low. Some programs, such as Emirates and Etihad, have so hugely devalued their programs that their points average less than one cent apiece in redemption value. Singapore maintains a relatively low weighted average because of their high redemption rates for economy class flights, and their levying of fuel surcharges on partner flights. And the weighted average of bank points is about 30% more than their floor value because of the optionality for points transfers that they provide. I will point out that Chase’s own valuation of Ultimate Rewards points, when redeemed through their portal for travel, would seemingly (net of the likely profit gained by running their own travel agency) agree with ours.

Wrap-Up

I think that most sources online offer an overly rosy picture of the value miles and points can have. Now, I won’t say it’s because most of them financially benefit from you remaining invested in these programs, or that credit card links can pay hundreds of dollars in commissions. So, maybe they just haven’t updated their assigned valuations to account for the massive inflation in award costs? Or maybe they believe that when airlines and hotel chains assign a possible range of award costs, lower pricing will prevail more often than higher pricing (also, if you believe that, I have a bridge to sell you)? Maybe they just really value the optionality of transferable points, to the extent that this optionality is worth considerably more than the points of transfer partners? Whatever reasons they have for their charts, here is mine. This is what I think points are really worth, for most people, most of the time, under most circumstances.

Do you agree? Vehemently disagree? Leave your comments below!

The Weird World Of Wyndham

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I don’t prefer to stay in chain hotels, and they often don’t exist anyway in the off-the-beaten-path places where I prefer to travel. However, I go to a conference every year in Las Vegas where I run an event. Now, Las Vegas is probably my least favorite destination in the world, and I’d probably never visit otherwise if not for this particular conference. Naturally it happens in the summer, also happens to be during a peak travel week (for some reason), and this makes both flights and hotels really expensive.

Once you have seen the lights of Las Vegas once, you don’t ever need to go back

This year, I somehow managed to get a cheap flight (Southwest ran a good sale after their massive meltdown, so I burned some of my Rapid Rewards points) and the next challenge was finding a reasonably priced hotel. Las Vegas has gotten incredibly expensive as of late. Everything costs extra. You’ll typically pay $30 per day (or more) in resort fees, and on top of this, there’s $15 or so in parking charges. And that’s on top of the rate, which is often $150 or more. A cup of coffee costs $7 (not a fancy barista beverage, just plain coffee). The days of cheap deals in Las Vegas are over.

While I typically use miles and points for flights, there are occasional good values with hotels. The most well-known program is Hyatt, but there was just a brutal devaluation earlier this month, which is a follow-on to the gut punch of a devaluation last year. In Las Vegas, this means you can now book a room at a Hyatt Place for 15,000 points (worth an eye-popping $187.50 worth of Chase points) per night. Plus parking. I’m sorry, Hyatt, but I haven’t stayed at a Hyatt Place anywhere in the world that is even close to worth that.

I checked with a friend who works at a Strip hotel. He offered me his friends and family rate of $249 per night, plus resort fee. Thanks but no thanks. Grasping at straws, I looked at IHG who wanted close to $300 per night worth of points (at current sale prices) for a room at a Holiday Inn Express. And then, bearing in mind my terrible experience at the La Quinta last year (I consider it one of the worst hotels in Las Vegas–check the reviews), I decided to see what Wyndham had to offer.

Transferring Points To Wyndham

Most people don’t know this, but you can transfer both Citi ThankYou and Capital One points to Wyndham. The program offers two different redemption options: “Go Fast” which offers a discounted room rate plus a small number of points (either 1,500, 3,000 or 6,000), and “Go Free” which offers a completely free room paid entirely with points. Most properties cost 15,000 points per night, including such renowned brands as Travelodge and Days Inn. Some top tier (for Wyndham) properties cost 30,000 points. You can also book Vacasa vacation rental properties at 15,000 points per bedroom per night, which can be a pretty good deal in expensive resort destinations. Now, you’re reading Seat 31B, and you can probably guess that $187.50 worth of points (and up) isn’t what I typically spend on a hotel night. There are, however, a handful of properties that cost only 7,500 points per night, and this is where you might occasionally strike gold in the Wyndham program.

In Las Vegas, Wyndham owns a resort called the Desert Rose. It has a two night minimum stay, and is really well rated. Even though the property is actually a resort, they don’t charge for parking or have a resort fee. What’s more, for some reason, this property costs only 7,500 points per night for a “Go Free” stay. But it gets even more interesting than that. Their “Go Fast” rate is actually variable during the week, while paid stays don’t vary much (you’ll pay about $150 per night during the week, and $185 per night on the weekends). “Go Fast” stays from Sunday through Thursday were averaging out at 1,500 points plus less than $70 a night!

Splitting Up Stays

One tactic I’ll sometimes use is paying for some nights, and using points for another. In this case, on a one week stay, the best deal was to use the “Go Fast” rate for Monday through Thursday nights (spending an additional 6,000 points for a completely free room would yield less than $70 in savings, or about 1.1 cents per point). I then booked the “Go Free” rate for Friday through Sunday nights (where I’d have had to spend much more out of pocket, yielding over 2 cents per point in value overall). This meant making two different reservations and technically I will have to check in and out mid-stay. However, hotel front desks are used to dealing with this sort of thing (which can happen for various reasons) and can usually put two reservations together so you don’t have to change rooms.

Wyndham Is Weird

Look, Wyndham Rewards is a pretty strange program, which I suppose suits a hotel chain as strange as Wyndham. They have a pretty big footprint, but their properties are mostly a random hodgepodge of truck stop motels and the occasional timeshare resort. Quality is all over the place, with very little consistency even within brands, and few people would ever consider a Days Inn to be aspirational, which is why I think there is very little written about Wyndham Rewards. Pricing is also all over the place in the program. It’s usually not very good, but occasionally, it’s incredibly good.

I still prefer not to stay in chain hotels, but I like spending money even less (at least when I could spend points at good value). It’s hard to find good independent properties in a place like Las Vegas anyway, and I was happy to get some incredible value for this stay. With no resort fees, no parking fees, and an all-in effective room rate of under $100 per night at a non-casino resort property in a good location, I think this deal has earned the Seat 31B seal of approval.

The Phantom Of Singapore

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One of the biggest problems when booking award travel is “phantom inventory.” This is inventory that shows up in an online search, but isn’t really there. When you go to book it, it won’t confirm. Certain airlines are notorious for displaying phantom inventory: TAP, Ethiopian and LOT to name a few. Typically, though, this problem only involves partner inventory (such as when using United Mileage Plus points to book a ticket on LOT). I have never–I mean, never–encountered this when booking flights on an airline through their own mileage program.

That is, until today. I was attempting to book a seat from Bangkok to New York. This is fairly straightforward. Singapore offers “Saver” and “Advantage” inventory, and the rule with them is that you have to find flights all the way through in the same inventory “bucket” in order for it to book as one fare. OK, that’s fine, no problem. Here’s a flight from Bangkok to Singapore:

And here’s another flight from Singapore to New York a few days later:

Easy, right? Singapore allows stopovers, so you can put the two together and it’ll book out at 143,500 points total. Make no mistake, this is an expensive award, but at least Singapore doesn’t have fuel surcharges when you’re booking flights that they operate.

Only one problem: I got all the way to the end, and was informed that I was added to the waitlist. Wait, what? Singapore does offer the option to waitlist flights in case they decide to open up award inventory, but in my experience, it’s pretty rare that these ever clear. And you generally won’t know until the last minute whether or not your request will clear. Waitlisting can be useful for speculative bookings if you have a lot of flexibility in your schedule, but this booking isn’t that. And I specifically picked flights which weren’t any sort of “waitlist” situation. They were clearly displayed as bookable.

The agent in this stock photo appears to be Thai, but this flight involves Thailand so artistic license is taken

OK, fine. I made a phone call to Singapore Airlines (this time, the call center was in The Philippines, an improvement vs. their horrible call center in India). Surprisingly, I got right through. Nope, the inventory wasn’t available. Nothing was available. Not a single business class seat was available on either a Sunday or Monday, nearly a year in the future, from Singapore to any location they serve in the United States. Typical. Given that I had screen shots and clearly the error was on Singapore’s end, I wasn’t really willing to take no for an answer. The agent had a way to collect my emailed screen shots and an escalation path of some sort, but for now, do not assume the Singapore Web site is reliable. If you’re booking anything with Singapore, do it over the phone. This is hard, because they won’t hold seats and points transfers are not immediate, although sometimes, Amex points transfers can show up quickly. It might be worth finding inventory with an agent, and seeing whether you can transfer points while you have them on the phone. Otherwise, you’re in for a nail-biting couple of days waiting for the points to post in your KrisFlyer account, and hoping the inventory you found is still there once they finally do.

Don’t Get Stranded By Delta’s Made-Up Travel Documentation Requirements

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If you’re a frequent traveler between the United States and Canada, you’re probably familiar with the NEXUS program. This trusted traveler program is similar to Global Entry, but it works on both sides of the border. Getting a NEXUS card isn’t easy. You need to pass rigorous background checks by both US and Canadian authorities, and pass an in-person interview with both US Customs and Border Protection and the CBSA. There are also strict rules governing the program; it’s hard to get these privileges, and it’s very easy to lose them.

This sign can save you a lot of time on the US/Canadian border

At land crossings, there is a special NEXUS lane (by the way, never enter this lane if you are not a NEXUS card holder: you’ll automatically be sent to secondary inspection and will also likely be fined). When entering the US by air, you can use a Global Entry kiosk to clear immigration. When entering Canada, there is a NEXUS kiosk used to clear immigration. And for program members, there’s an additional bonus: NEXUS cards are a Western Hemisphere Travel Initiative (WHTI) compliant credential, meeting the equivalent requirements in Canada. This means that they are a perfectly valid and acceptable travel document for air travel between the United States and Canada–fully equivalent to carrying a passport.

When I’m flying from Vancouver (which I often do, because I live in between the Vancouver and Bellingham airports), I usually fly Canadian carriers who are aware of the procedures. However, yesterday I was flying Delta from Salt Lake City, who made up its own rules and denied me boarding unless I presented a passport. Fortunately, I was on a connecting flight from Mexico and I had my passport with me this time, but this isn’t always the case.

What Happened

At boarding, the Delta gate agent ran facial recognition on me (something I absolutely hate, and which feels super creepy and invasive–I never signed up for this or gave them my photo), and then the gate agent asked for my passport. I handed her my NEXUS card. “Nope!” she said. “You have to give me a passport.” I explained that NEXUS is a valid credential for travel to Canada, and that a passport wasn’t necessary. “I’ll look it up but you’re wrong,” she said, “international flights always require a passport.” She then proceeded to look through her system, failed to find anything involving NEXUS, and called a “Red Coat” who–apparently without looking anything up–denied me boarding without a passport.

By now, the agent (who it turns out was a Canadian citizen) was apparently curious. I knew I was right, remained polite, and suggested that she call Delta’s Canadian partner WestJet to confirm the requirements. After some digging, she confirmed in a Delta system (last updated 5 days ago) that I was, in fact, right. However, because a “Red Coat” had determined I was required to show my passport, she required me to do so anyway. This is very typical of Delta; they don’t seem to give their employees much flexibility or encourage independent thinking.

It’s fairly routine for NEXUS card holders traveling between Canada and the US to carry only their NEXUS cards. After all, this is all that is required to cross the border! However, if you’re considering a ski vacation to Utah this winter, think again before flying Delta. If you don’t bring your passport–which is completely unnecessary–you might end up stranded until you rebook with a Canadian carrier who understands the rules and follows proper documentation procedures.

Look, I get it. I don’t blame the gate agent. You may not be aware of this, but gate agents can be personally liable for fines if they allow travelers without valid documents on board an aircraft. If they’re as strict with ID requirements as a 7-11 clerk selling cigarettes to someone who looks 16, this is why. This is entirely the fault of poor training at Delta, combined with software that makes it too difficult to verify which ID is required. In the meantime, carry your passport because it seems that Delta just makes up its own documentation requirements.

Narrowly Avoiding An AAdvantage Nightmare

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One of the best sweet spots on the American Airlines AAdvantage award chart is from Central Asia and the Indian Subcontinent to Southeast Asia. It costs only 40,000 AAdvantage miles in business class for this trip. This is a lot of flying: 5,630 miles in Qatar Airways Qsuites. 12 hours of luxury in the world’s best business class. Fancy champagne, luxurious lounges, all of that stuff. I mean, this is definitely not the usual Seat 31B style, but it’s only 15,000 points more than going in economy class! For as good a bargain as this (on a flight that would cost a cool $4,000 in business class or $1,500 in economy) it’s well worth the points. And what an incredible graduation gift to a friend who lives in Kazakhstan this would be, right?

map of ALA-DOH-SGN

The trick is booking it. If you search the American Airlines Web site, these flights simply don’t exist–even though Qatar Airways award flights normally appear on Web search results. For this itinerary, I needed very specific dates. I searched with other Qatar Airways partners, saw availability for the outbound in economy class with business class on the return, and called American Airlines to see whether I could book it. This resulted in a 3 day adventure that finally ended with tickets issued, but could have been an absolute nightmare scenario.

When you search for these flights online, the error above is displayed. You have to call to book!

When I initially called to book the itinerary, the agent didn’t seem very experienced. She located availability, but then somehow released it back to Qatar Airways, who instantly removed it from inventory. This happens sometimes when you’re working with an agent over the phone; if they don’t know how to correctly work with inventory during the booking process, it might be released back to the partner airline (who may or may not put it back into inventory). Naturally, the flight I wanted was no longer available because of the agent’s error, so I ended up having to book an evening return (rather than the morning) and the whole thing was in economy class, rather than a return in business class. It wouldn’t be the end of the world, but wasn’t what I was hoping for.

OK, fine. Challenge accepted. I have dealt with this sort of problem before. If you wait overnight, sometimes the inventory pops back up again, so I checked again in the morning. Success! Not only was the flight I wanted available, but business class was available, too. All I’d need to do was get American to make the change, but no big deal, right? Changes are free. It’s a relatively simple exercise, just changing the time of day and class of service. Two flights swapped, nothing more. What could possibly go wrong?

After 90 minutes of calling American, getting routed by the dumb automated phone robot to the wrong department (domestic revenue tickets instead of international AAdvantage, even though I provided my confirmation code), and then finally being transferred to the right department, I had someone on the line who could make the change. She understood what I was after, updated my booking, got me the class of service I wanted, and told me that it’d be an even exchange for the tickets because the taxes were the same.

Perfect. Sounds good. No problem. I received an email confirming the changes, my card was charged the correct amount for the taxes, my AAdvantage account was charged the additional 15,000 miles for the upgraded segment (in a goofy roundabout way involving charging me 115,000 miles and then refunding 50,000 miles, but it added up to the right amount), so good to go. Right?

A “Trip Confirmation And Receipt” might not be what you think it is

Here’s the thing. When I logged on to aa.com, the ticketing status showed “On Request.” That’s fairly normal, because American issues award tickets manually. But I also got a pop-up at the top of the screen saying that I needed to call and contact an agent for ticketing. That is not normal. If you see that, it usually means the payment didn’t go through. And if your payment doesn’t clear, American will cancel your reservation 24 hours later. They do so without mercy or regret and when a Qsuites award is at stake, someone else will likely snap it up before you get the problem sorted out.

So, I made my third call to American. Another 90 minutes on hold. The agent I spoke to said “No, there’s no problem, you are in queue for a refund.” Wait, what?! Evidently the previous agent didn’t really know what they were doing. And my ticket was so messed up that the agent I was speaking with didn’t know how to fix it. It was going to require action from the “Resolution Desk” and the “Partner Desk,” according to her supervisor, and those were only open between 6am and 5:30pm Central time. “Will my reservation be cancelled in the interim?” I asked. “No, you should be safe as long as the resolution desk fixes this tomorrow, because this is in a ticketing queue.”

OK, fine. Another call to American the following day. Only an hour on hold this time. The first agent insisted on trying to help me when I explained it was an international AAdvantage ticket, and then after several minutes of typing and looking at my reservation, said “oh, this is an international AAdvantage ticket” and blind transferred me to the right department. I immediately asked for the “Resolution Desk,” which got me transferred to a supervisor. Apparently supervisors now perform this function, even though it used to be a dedicated desk.

This particular supervisor was friendly, and seemed to have some experience at the airline. That’s difficult to find these days; airlines laid off so many people during the pandemic that finding anyone with the institutional knowledge to solve problems can sometimes be difficult. However, she was stumped. “Oh my goodness, I’m not sure what to do here!” She put me on hold for a few minutes while she came up with a strategy.

cyber cyber cyber

Ultimately, the solution was to refund the existing itinerary, move all of the reservations into a separate PNR (with a new confirmation code), and then charge me again. Sure, no problem. This was a lot of manual data entry in airline computers, but the supervisor got it all done. The next two stops were the “Liaison Desk” and the “Ticketing Desk,” both of whose action was needed to actually get the ticket issued. 45 minutes or so later, and success! “OK, your ticket is issued and ready to go. Just go ahead and look at it in your AAdvantage profile.”

“Wait a minute,” I said. “It won’t show up there, because the ticket isn’t in my name.”

Silence.

“Oh. Um, right. You see, I, uh… issued the ticket in your name, not your friend’s name. Oops!“

Now, I wasn’t upset. Everybody makes mistakes. At least we caught it before I got off the call, so I didn’t need to call in again. No big deal, easy to fix, right? Just change the name? Nope. Airline computers aren’t set up that way. Instead, fixing the problem required refunding everything again, charging everything again, building out another PNR with the correct name, moving the reservation into it, calling the Liaison Desk again, calling the Ticketing Desk again, and finally a ticket was issued in the correct name.

Finally. Five long phone calls and several hours later. With no warning at all that anything was even remotely wrong except for an obscure pop-up on the Web site, which almost anyone would have overlooked. After all, American Airlines issued me a “Trip Confirmation and Receipt,” charged my card, deducted mileage, issued a confirmation code, and I could even pick out seats and meals!

However, no AAdvantage redemption certificate was issued. It wasn’t attached to the ticket because there was no ticket. In fact, nothing was attached to the reservation. If I hadn’t sorted this out, it would have been a mad scramble at the airport on the day of travel. As far as Qatar would be concerned, they’d never have been paid, and there was a reservation with no ticket, so they wouldn’t owe any transportation. And it’d require calling American Airlines to fix the problem, because they issued the ticket. Good luck getting that sorted out, over crappy airport WiFi, 3 hours prior to departure.

What can you do? Always make sure that a ticket number is issued, visible, and attached to your reservation. You’re looking for the following:

  • Confirmation code, both for the airline you’re booking with and the airline operating the flight
  • Ticket number (For example, this will start with 001 if American issued the ticket, or with 006 if Delta issued the ticket)
  • Your card was charged for the full amount of taxes and fees
  • The mileage was deducted for your ticket, and it’s the correct number of miles

If all of the above has not taken place, then there could be something wrong with your ticket. Call and ask and if the agent doesn’t seem sure, ask a supervisor to double-check. If you’re booking a partner award (meaning the airline that is operating your flight is a different airline than the one that issued your ticket), you can also check your reservation on their Web site to see whether a ticket number is attached.

Avoid problems at the airport. Check your reservations carefully. And if anything looks off, get in touch with the airline that issued your ticket.

The Great Southwest Meltdown Of 2022

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A lot of people have been asking for an explainer on what is going on with Southwest Airlines and the massive meltdown that has occurred. I’m almost at a loss for words: Southwest is the largest US domestic airline. They serve 23 of the top 25 markets in the US. One of my friends is currently stranded with his cat in Las Vegas, and Southwest can’t get him back home until *checks notes* 2023.

Shelby is unimpressed by slot machines, which do not dispense kitty treats

When it suits them Southwest says, in effect, “we’re a small carrier serving small places, the rules shouldn’t really apply to us” (whether it’s safety or anything else) but the reality is that they’re a major airline. They should be considered as such, and treated accordingly.

However, Southwest is highly unusual. Their IT is almost entirely homegrown, with software they built themselves. It’s creaky and antiquated – you’ll observe this if you watch their schedules. They’re irregularly and manually loaded into the system. The majority of airlines use standardized reservations systems like Sabre, Amadeus, etc. which integrate well with other standardized tools. While Southwest has kinda sorta migrated to Amadeus, they only support limited integrations in specific circumstances.

Other airlines (apart from Allegiant, Southwest, Spirit, Frontier and a couple others like Avelo and Breeze) have relationships with airport hotels so they can issue vouchers to stranded passengers and crew. They also work with each other in a system called “interlining” where they take each other’s passengers to avoid total systemic meltdowns like these. For example, when Delta melted down in the past, American and United have bailed them out (and vice-versa). In this case, it’s the week between Christmas and New Year, and there are no seats on other airlines to book their passengers into. Even if there were, there is no interline agreement. So Southwest behaves like an ultra low cost carrier (where you expect poor service and paid a fare to match, rather than the above-market fares Southwest often charges), basically says “see you next week” and dumps you wherever they left you.

So, about aircraft positioning and crew scheduling – Southwest is essentially a short and medium haul airline. They mostly don’t do long haul services except for Hawaii. Southwest turns aircraft quickly, in less than 30 minutes. They have higher aircraft utilization than any other major US airline. They often run their crews on tight loops where they’re out from home and back the same day so they can save money on accommodating crews who overnight away from their home base. This is all really clever and it works really well until it doesn’t.

So when Southwest melted down due to weather events, they didn’t have nearly the number of rooms reserved that they needed for their own crew, and it was Christmas so hotels were full. Crews often did not get rooms. They just got dumped like passengers at airports. At least there are crew break rooms at most airports, but it’s not very comfortable. Major airlines usually have enough hotel relationships to be able to work something out (American has had some issues too) but Southwest does not.

The airline now has a problem where they need to figure out where all of their crews are (lacking accommodations, some have found their own way home), and where their planes are, and whether either are where they need to be, and basically redo their entire crew and aircraft scheduling plan for the whole airline. The only real way they have to do this (because of the way they operate and their limited IT capabilities) is to stop for an entire day and set to work inventorying their assets and crews and then build out entirely new trips for everyone.

However, they were also just really mean to everyone who works for them, and who knows what that will do for the motivation of their employees. They effectively required employees to come to work sick, making others sick just before they’re most needed to recover the operation. Given Southwest’s checkered past with safety, will they pressure employees to work when they really aren’t fit to fly? I personally hope the FAA is watching.

Anyway, how does Southwest fix this? Just like in IT security, every time there is a high profile problem, there is a vendor promising to magically fix everything with AI. Unfortunately, just like in IT security, the problem space is also very complicated and AI is not good at solving most of these problems. One way they could handle it is already proven, it’s just expensive: holding crews and aircraft in reserve to recover from irregular operations. Qantas successfully does this.

A week ago, Qantas had an A380 unexpectedly land in Azerbaijan. They thought there might be a fire in the cargo bay so they landed in Baku. It turned out there was a real problem with the aircraft and it couldn’t be promptly repaired in Azerbaijan, a country which doesn’t frequently see A380s. So, Qantas sent a rescue flight, something that Southwest has repeatedly proven they lack the capability to do. Because Qantas plans ahead for emergencies (and they absorb the expense of doing so), they were effectively able to recover their operation.

To be fair, it’s not just Southwest who does their route planning this way. You see the same sort of problems with Flair Airlines in Canada. They’re an extreme example but fairly representative. Flair serves 34 destinations with 24 aircraft. You can imagine the follow-on impact if any flight, on any leg, has a problem. So why would an airline do this? It seems crazy, right? Well, it’s a question of incentives.

This holiday season could have worked out really well for Southwest, had everything gone according to (a very aggressive) plan. Southwest did their route planning the same way that most American companies do supply chain planning: “just in time” with no slack or contingency planning. If it all melts down, they simply dump the problem on their customers. Southwest, after all, legally has no responsibility to practically anyone except for their shareholders. They are covered by their Contract of Carriage and US Department of Transportation rules (which are lasseiz-faire at best).

You didn’t get home for Christmas? You got stranded in Las Vegas for a week? Well, dear consumer, Southwest won’t help you, the government won’t help you, nobody will compensate you for the losses you suffered, and you also can’t sue because the federal government has given airlines a liability shield along with endless taxpayer bailouts. If you don’t like it, you’re looking at one middle finger from the federal government, and another from Southwest.

One last piece of airline trivia before I leave you all to digest this post. American Airlines cancelled less than 1% of its schedule yesterday. Southwest cancelled over 70% of its schedule. Southwest will likely (successfully) claim that under the Contract of Carriage, they do not have to pay for stranded passengers’ hotels. Keep this in mind any time that politicians show up saying that every problem will be fixed with tort reform to keep evil class action lawyers from driving up costs.

What’s the fix? Liability. Airlines are actually run by really smart people. They’re just allowed to optimize for only one thing: shareholder returns. As it turns out, this hasn’t worked out any better for essential services like airlines than it has for any other sector of the US economy. We need to be OK with the idea that corporations have obligations other than shareholder value, and those obligations extend for longer than this quarter’s earnings call. Create damages which aren’t excluded from class action liability, and airlines will suddenly become extremely interested in reliability (as well as extremely interested in a DOT-regulated standard for weather delays and disruptions).

I don’t personally think re-regulating is the solution, as many pundits have proposed. Instead, financial accountability is the solution. The US should just copy EU 261 from the European Union. It has worked very well to improve airline reliability in Europe because there are actual financial penalties paid to consumers. There have still been occasional meltdowns, but far smaller scale than the largest domestic passenger airline in the US entirely collapsing for multiple days.

Some people will say that this will drive up costs, making flying more expensive. With respect, I observe that you can routinely fly over 1,500 miles within Europe for under 22 euros:

It’s long past the time that airlines should get a free pass (if they ever should have). Real, financial penalties are a market-based solution to encourage airlines to improve reliability. Organizations respond to incentives, and the federal government must create the right ones.

Using Points To See Polar Bears

TProphet4 Comments

Churchill, Manitoba has been on my bucket list ever since I first spotted it on a map as a kid. It’s in the Canadian sub-arctic, located on the shores of Hudson Bay, and is served by both air and rail (a rail line making it as far north as Churchill is incredibly unusual). There is, however, no road, making this a challenging location to visit.

Why visit? It’s one of the world’s most accessible places to see polar bears. Hudson Bay freezes earlier than other locations near Churchill because the Churchill River dilutes the salt content. This makes the bears happy, because they’re able to get out onto the sea ice and hunt seals earlier than in other locations. Polar bear season runs from mid-October through mid-November, and it’s easier to spot polar bears during this time than in any other time and place in the world. Of course, this also means a lot of visitors to Churchill during a compressed time frame, which makes this a generally expensive destination.

Photo courtesy Lazy Bear Lodge

Most visitors to Churchill book with a tour group. However, this is a decidedly upmarket destination, and tours cost upwards of $7,000 (often plus airfare). That’s obviously out of my budget so I decided to try to visit Churchill “Seat 31B style” and see just how far I could make my budget stretch. I figured that it would be more possible in 2022 than in other years, because when I booked the trip (in May), the Canadian border was only barely open, crossings required the ArriveCAN app, and there was still a ton of uncertainty in Canada about the COVID situation. In May, enough was moving in the right direction to start making serious plans.

The first thing I needed was a way to get to Churchill, and that is typically the hardest part. You have only one choice of airline: Calm Air. They fly from Winnipeg (and only Winnipeg), and you can’t book an award ticket to Churchill on a single itinerary using points, or for that matter, online at all. You can use Aeroplan points to book the flight from Winnipeg to Churchill over the phone on Calm Air (priced at 15k points roundtrip), plus a whopping fuel surcharge – it was $330 in Canadian dollars. When can you go? Theoretically, anytime: Calm Air makes two seats available per flight for Aeroplan members. In my case, the only dates available with points during polar bear season were the exact dates that tundra buggy expeditions weren’t available (there are three companies that operate these specialized vehicles which travel in permitted areas). I went ahead and grabbed the seats, hoping for the best.

The second thing I needed was a place to stay. There are very few options, so I swallowed hard and booked with Sarah’s Dreamhouse which proved to be an excellent decision. There is a very strict cancellation policy (which is understandable given the heavy demand) and prices during polar bear season aren’t cheap, but they’re less expensive than the alternatives. I ended up shelling out nearly USD$600 for 3 nights. This broke my “under $100 per night” general rule, but there just isn’t anything cheaper in Churchill (unless you want to try to sleep in the railway station). Given the limited number of places to stay and the heavy demand during polar bear season, I was really optimizing for any accommodations being available at all, so the fact that the lowest priced accommodation was available was a huge bonus.

The final thing I needed was positioning flights to Winnipeg for my flights to and from Churchill, since I couldn’t do the whole thing on a single Aeroplan ticket. It’s not always a great deal to use points for flights, and this was definitely the case here. The reason for this is that a low cost airline is competing on the route, and Westjet and Air Canada offer competitive fares–but only in basic economy (I paid less than USD$50 for my Winnipeg-Vancouver flight on Westjet). Both tickets I bought were basic economy fares, flying with Air Canada from Vancouver on the outbound, and with Westjet from Winnipeg on the return. I wasn’t able to comfortably route from Vancouver on the same day, due to the 10:15am departure from Winnipeg, so I booked the Vancouver-Winnipeg flight a day earlier. This meant that I also needed a transit hotel. I booked the Holiday Inn – Airport West, breaking my $100 per night rule here as well (by 50 cents), which proved to be an excellent choice because an airport shuttle is included (many properties have eliminated these). This saved me about CAD$20 each way to and from the airport, not only making this the lowest cost option but also being located directly across the street from restaurants and a Shoppers Drug Mart.

Calm Air operates ATR aircraft, including combi types!

Having secured flights and a place to stay, I started looking at tours, but it was really hard to decide what to book. I decided I’d more or less figure things out when I got there. This is sometimes a great idea and sometimes a terrible one, but it worked out really well in my case. My host in Churchill picked me up at the airport and a few minutes later, I was wandering around town. I ended up spending my first day following–on foot–tour buses full of $7,000 per head tourists all dressed in identical blue parkas, and just walking into places in town the groups had just left. I saw the Eskimo Museum, the Churchill Visitor’s Centre, and Polar Bears International and I pretty much had all of them to myself (the staff were all super friendly). All of these were also free and it was a great way to get situated on my first day. I capped off the evening by doing some grocery shopping at the Northern store.

The only grocery bargain I found in Churchill

Every time I visit the Arctic I’m caught off guard by the high prices, and Churchill did not disappoint with grocery costs approximately 3x those in Vancouver. Since Sarah’s Dreamhouse has a kitchen, I was able to cook for myself. Restaurants in Churchill aren’t bad, but they are set up to serve tour groups making them crowded and offering limited menus. I only ate one restaurant meal the whole time I was there. There are two grocery stores in town, the Northern store and the Tamarack Market, and Tamarack has generally lower prices and friendlier service (but a much more limited selection). They also have an in-store bakery and the baked goods are excellent and reasonably priced (try the cinnamon rolls, hot out of the oven). They also have pretty good deli sandwiches, at prices that aren’t too crazy.

Would you have spotted this polar bear and cub without a guide?

On the recommendation of some visitors who were also staying at Sarah’s Dreamhouse, I booked a half day tour with a company called Sub-Arctic Explorers. The guide was great–he was born and raised in Churchill, owns the local propane distributor, and also works as a tour guide on weekends (it was my impression that he enjoys the outdoors anyway, so guiding is a great excuse to do what he loves). This led to my first (and only) polar bear sighting of the trip! Polar bears are hard to spot because they like to hang out on the rocks, many of which are covered in white snow, and they’re white. When they lie down, it’s very hard to see them.

I spent Saturday afternoon at the Churchill Northern Studies Centre, which is a nonprofit lab facility for researchers located on the grounds of a former military rocket base. It’s a similar setup to the Antarctic facilities operated by the US Antarctic Program. I booked their first ever tour for the general public (they do give tours to school groups, tour groups etc.) and given that they weren’t really sure what everyone would be interested in, we were pretty much given the run of the place. This was capped off by a lecture by the executive director of the facility, himself a polar bear researcher and a well recognized local expert. It cost CAD$63 for the tour, including transportation, and it was totally worth it! I knew nothing about the research station before my visit, and simply booked the tour on their Web page at the last minute when I noticed they’d be offering one at a convenient time.

Deep in the bowels of the Churchill Northern Studies Centre

I rented a car on Sunday, and drove around looking for polar bears (taking an hour out during the day for a polar bear safety lecture offered by a local park ranger and game warden, who assured me that my plan was a pretty bad idea, and another hour at Cape Merry, where I was given a red carpet tour by two armed polar bear guards and two Parks Canada rangers). It is perhaps fortunate that I didn’t find any bears on my own; as it turns out, they are apex predators and they’ll kill you for fun. None of the locals go out in bear country unarmed. It was super fun to drive around Churchill in a Jeep though, tackling roads where tour companies wouldn’t be able to drive in their vans. And then Monday, it was time to fly back! That was an adventure in and of itself, and one that I’ll write about in a future installment (suffice it to say that the flight I was supposed to be on was cancelled, and I would be stuck in Churchill right now if I hadn’t been proactive).

Is travel with miles and points really free? Not even close! My trip cost me about $400 per day even after spending my points for the flight. There is just no way around Churchill being an expensive destination. Now, is the ~$1600 I spent more than people spend in more conventional locations? Definitely not–you’d easily spend this at a Disney park or in Las Vegas, and far more than this in Hawaii. Still, it’s important to maintain some perspective on this. When you’re traveling with miles and points, you’ll spend a lot more on your trip than just the flight. Here’s a breakdown of what I spent:

This is about as cheaply as you can reasonably do Churchill

Overall, I’m really happy to have achieved a “bucket list” travel goal. Ever since I was eight years old, I have been fascinated by Churchill. It was every bit as incredible as I was hoping it would be, despite not being able to take a “tundra buggy” tour (these aren’t the only way to see polar bears!) and not planning very much in advance. If I had carefully planned every detail, I would have missed out on a lot of serendipitous discoveries. That being said, even though everything worked out for me, it’s easy for things not to work out in a place like Churchill. You should probably go in with at least some sort of plan, but in the Far North, planning trips by yourself will save you a lot of money versus booking through a tour company.

Aeroplan Locking Accounts For Signup Bonuses

TProphet2 Comments

Air Canada Aeroplan is a popular program to use for award bookings, so it’s not surprising that a lot of people outside of Canada engage with it. You can transfer your points from American Express, Capital One, Marriott Bonvoy and Chase to the Aeroplan program, and use them to book flights on either Air Canada or its truly massive number of airline partners (both StarAlliance and other carriers such as Etihad and Oman Air). So given that, you might be tempted to pick up a Chase Aeroplan co-branded card. These recently launched, and they come with a generous sign-up bonus along with some excellent bonus categories (such as 3x points at grocery stores).

See polar bears with Calm Air, an Aeroplan partner

Well, if you had the Chase Aeroplan card in mind to get you closer to an Aeroplan award, you might want to put those plans on hold. Air Canada has just updated their Aeroplan terms and conditions with some vague and disturbing legalese to their Terms and Conditions that seems targeted at people who qualify for welcome bonuses from Aeroplan banking partners (like Chase):

"Aeroplan may, in its sole discretion, choose to limit the number of Welcome Bonuses or similar bonuses or incentives a Member may receive in any period, and, in addition to the other remedies set forth in these Terms and Conditions, reserves the right to suspend, revoke or terminate the Account of any person who engages in a behaviour of excessive use of the Welcome Bonus offers."

Aeroplan then goes on to vaguely define what it considers abuse in a non-specific way. It’s important to note that this language appeared after multiple Canadian users of Aeroplan reported that their accounts have already been locked “at the request of a bank” after qualifying for signup bonuses, so it appears that Aeroplan is already locking accounts based on some set of criteria.

One of the downsides of frequent flier programs is that they are almost entirely unregulated, and when they operate in countries like Canada (which offers generally poor consumer protections, especially when it comes to airlines) you’re pretty much entirely at the mercy of an airline. They control the vertical and the horizontal. The points in your account hold no value, as they happily remind you in the Terms and Conditions (irrespective of the fact that you can buy them from the airline for actual money), and they also don’t belong to you. It’s very much a one-sided deal.

I don’t know how this is going to ultimately shake out. It’s almost unheard of that an airline program would lock a frequent flier account because of a legitimately earned signup bonus. However, this has clearly happened. Until the dust settles, I recommend that you don’t sign up for the Chase co-branded Aeroplan card. There aren’t enough benefits to holding the card for most people in the US to justify the risk that Aeroplan will randomly decide to torch your account because you earned a signup bonus.

Flying Blue’s Erratic WestJet Award Pricing

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In my article on speculative transfers, one of the redemptions I briefly highlighted was using Flying Blue points for WestJet flights. This used to be a really good deal, costing a roughly flat rate 14,500 points for economy class travel anywhere in North America. Well, Flying Blue must have seen my article, because after I speculatively transferred my Brex points into their program, they massively raised award prices on most WestJet redemptions (along with the majority of other awards). The keyword is “most.” While the majority of prices are totally crazy and you’d never want to redeem your points at these award levels, there are still a few sweet spots.

When redeeming Flying Blue points for WestJet flights, Flying Blue seems to charge by the number of segments and the distance you’re flying. You’ll always pay more points for a multi-segment flight than you will for a nonstop flight, but the pricing is all over the place. For example, a flight between Vancouver and Victoria costs 10,500 points. If you connect in Calgary, however, the same flight costs 21,000 points. You might be forgiven if you think that Flying Blue is just adding up the pricing of each segment if you took them individually, but that isn’t true. For example, Vancouver to Calgary costs 10,500 points, and Calgary to Edmonton also costs 10,500 points. However, if you fly from Vancouver to Edmonton with a connection in Calgary, it costs 11,000 points. Neither price is likely to be a good deal on this heavily competitive route, though.

This doesn’t seem bad until you consider that Air Canada charges just $76 for their flight departing at the exact same time

The price goes up if you’re flying farther, and the pricing also makes less sense. Flying to Winnipeg? It’s a steep 17,500 points for a nonstop flight, or a ridiculous 22,000 points if you connect in Calgary (note that this is a $110 flight on a low cost carrier, or a $172 flight on WestJet, so this objectively isn’t a good redemption). Although connecting in Calgary creates a difference of only 8 flown miles (1,162 vs. 1,170 miles) and it doesn’t seem to cross any obvious threshold of either a mileage band or a logical break in journey (the pricing difference applies to flights with only a one hour connection), it’s a 4,500 point price difference!

Pricing gets even more wild when you look at longer flights. It costs $45 on a low cost carrier from Vancouver to Toronto. It’s $124 on Westjet. Or you can spend half of the low cost carrier fare in taxes, and a cool 27,500 Flying Blue points:

Flying Blue pricing can be at truly ridiculous levels

I mean, the sky is really the limit on Flying Blue’s crazy pricing. Check out how much Flying Blue wants for a coast-to-coast flight within Canada, which would cost $150 on a low cost carrier, or $254 on WestJet:

Not even Delta charges this much

Given all of this, it’d be reasonable to conclude that there is no value left in WestJet redemptions, just like Flying Blue has sucked the value out of most other redemptions. And you’d be mostly correct. However, WestJet serves a few airports that are spectacularly expensive destinations. If you redeem strategically, there is still incredible value.

Take Terrace, British Columbia for example. If you want to go on short notice, especially during the peak travel season, you’re looking at some really expensive fares. Here’s what a one way flight tomorrow would cost, which is roughly the same price as last weekend’s flight (which I booked) was selling for:

That’s the price each way!

However, you can book this flight with Flying Blue points, at a value that might knock your socks off:

This is less than 8,500 Amex points given the current 25% transfer bonus!

WestJet has exceptionally generous award availability, and when you redeem Flying Blue points, the pricing is fixed price. The award pricing is usually very high, but for short haul flights, it’s pretty reasonable.

What does flying to Terrace on a beautiful, clear, last weekend of summer accomplish? Well, that’s a trip report in and of itself, but here’s a preview:

I Got Scammed By Amex Fine Hotels And Resorts

TProphet4 Comments

One of the most-vaunted benefits of the American Express Platinum card is that you receive a $200 credit when booking with Fine Hotels and Resorts. This is an American Express Travel program which is only available to Platinum card holders, and which provides substantial benefits: free breakfast, a $100 property credit and a 4pm late check-out. You can also receive a $200 credit on your Amex card when you book a stay with Fine Hotels and Resorts.

I mean, look at this incredible set of benefits. It’s right there on the front page:

OK, sure, there’s some fine print. Not all benefits are available at every hotel, right? However, there’s a guarantee of at least $100 in benefits. That sounds pretty good, doesn’t it?

There’s only one catch: these rates are often higher than if you book with the hotel directly, and these are some astonishingly expensive hotels; some of the most expensive properties in the world. However, I needed a one night stay in Amman, Jordan, where $241 buys you a room at the St. Regis. Minus the $200 credit, we’d be right around the $40 I usually spend per night in a location like Amman, so I was fine splashing out and living a little. I booked my completely non-refundable room through Amex at a rate higher than I could have gotten directly from the hotel, and I did receive the $200 Fine Hotels and Resorts credit.

Unfortunately, when something seems too good to be true, it probably is. Amex just outright scammed me with the following clause in their Terms and Conditions:

Is there anything in here that says “one night bookings get zip, zero, nada”?

When I checked in this evening at the St. Regis, I was told that I booked through Expedia, had just a basic room, breakfast wasn’t included, and that I didn’t get a property credit. I was confused so contacted Amex, who informed me that Fine Hotels and Resorts benefits are only available for two night stays, and since my stay was one night, I didn’t get anything. The above unfair and deceptive trade practice they pointed to when trying to weasel out of providing the correct set of benefits isn’t even consistent with what I’d actually receive if this were true, since I’d get only half of the promised value (using Amex’s math) if I stayed for two nights.

I have been trying to resolve this with Amex for well over an hour (through two chat sessions and a phone call), and as of this writing, I’m still sitting on hold.

However, I’m likely to cancel my Amex Platinum card over this. Amex has continually raised the annual fee while making benefits harder to use, but they have thus far avoided being outright deceptive. This crosses the line: it is a scam. There is no other way to describe it. Be prepared to be embarrassed at the front desk of the St. Regis if you fall into the same trap I did.

Update: Two hours in, Amex Travel supervisor DJ admitted that this was their error and I should have received the benefits. However, they effectively had no way to fix the problem. Instead, I was promised an expiring $300 Amex Travel voucher. This makes me a little more than whole (although doesn’t quite compensate for the time spent running down the compensation), so I’m calling it a day. That being said, please comment below if you have been impacted by the same problem!