Airlines are frustrating travelers by changing frequent flyer program rules – here's why they keep doing it

By Jay L. Zagorsky, Clinical Associate Professor of Markets, Public Policy and Law, Boston University
H. Sami Karaca, Professor of Business Analytics, Boston University

As the U.S. holiday travel season picks up, many people are noticing that their frequent flyer benefits aren’t going as far as they used to.

In September 2023, Delta Air Lines revamped its frequent flyer program to make it tougher to earn status — a tiered system offering travel privileges based on the reward points earned — only to partially

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