Delta updates its 20-minute checked bag guarantee
For many years, Delta has been the frontrunner when it comes to the overall passenger experience. Their satisfaction ratings are among the highest of all US airlines and their outstanding revenue performance solidifies that ranking. One thing Delta does unlike any other is checked bag delivery times.
Look, I'm #teamCarryOn all day every day. I spent too many lost hours waiting around for my checked bag to come out after a 4AM arrival on a red-eye. I once waited 65 minutes for my bag with Jetblue! But when I travelled with someone who did check a bag on Delta, their suitcase would often make it to baggage claim before we got there! Quite impressive...
The benefit
For those who don't already know, Delta has a written policy that guarantees your bag makes it to the carousel within 20 minutes of the flight's arrival time. So if the official arrival time is at 3:30PM and your bag isn't at the carousel by 3:50PM, you get to claim 2,500 miles as compensation.
Note from the above that the clock starts counting at arrival time. You often have to wait a while before you physically get off the plane - so realistically it's only about 10-15 minutes after you've deplaned. It's never really a problem at airports like BOS where the airport footprint is quite small. But I can't wrap my head around the same baggage handling time at big airports like ATL or ORD.
My experience
I've had to check my bag on Delta a few times, mostly from flying Basic Economy (BE) combined with my "free-agent" airline strategy. Boarding with the last group typically means gate-checking my carryon and ultimately collecting it at baggage claim. Note the benefit applies to any checked bag, not necessarily paid ones, so free gate-checked bags are included.
Delta awarded 5 miles per dollar on every ticket. So if your flight was $100, you would get 500 miles. The comical thing is that you can easily get 5x more SkyPesos from simply having your checked bag arrive 21 minutes after landing than your entire flight cost. That's hilarious!
But better yet, now Delta awards no miles on BE tickets. So if you book BE and get no miles, yet you're forced to check a bag with the last boarding group and then ultimately get delayed, you get 2,500 miles! I've filled out the form a couple times and the miles were instantly credited to my account (like literally within 2 minutes).
The catch
There's been a bit of a change to the policy. You used to be able to file for compensation within 72 hours of arrival. Delta has quietly updated their policy to where you must file for compensation within 2 hours of arrival. Sometimes that's not even enough time to get to your destination (I'm looking at you, NYC).
I'm assuming this is simply a cost-cutting measure. Delta isn't getting rid of the benefit altogether, but just reducing the number of people who would remember in time to award compensation. Fair, but still a negative regardless.
H/t to Thrifty Traveler who first reported on this change.