Summary
- Delta Air Lines CEO Ed Bastian admits they went too far in recent changes to the SkyMiles loyalty program, acknowledging the backlash from upset passengers.
- Bastian states that Delta is listening to feedback and can make modifications to handle the concerns raised by loyal travelers.
- The changes were driven by increased demand for Delta’s premium products, causing the airline to reassess how they’ll provide a high-quality experience to their higher-tier customers.
Delta Air Lines CEO Ed Bastian stated the airline went too far within the changes it announced to its SkyMiles loyalty program. The changes, announced just a few weeks ago, upset many passengers with the airline.
Delta to return on some recently announced changes
On Monday, Ed Bastian, Delta’s CEO, met with the Atlanta Rotary Club and answered questions on the recently announced changes to the SkyMiles program. Delta simplified how passengers could earn Medallion Status, but in turn, made it harder for passengers to attain status. Now, passengers’ statuses can be solely based on how much they spend on Delta travel, travel booked with Delta, and the airline’s co-branded bank cards.
Photo: Karolis Kavolelis | Shutterstock
Almost half-hour into the meeting, the interviewer said it was time to handle the elephant within the room and asked Bastian concerning the changes to the SkyMiles program. Bastian was asked if there was anything he desired to share regarding those changes, to which he replied,
“…it’s the news of the month for Delta.”
He added,
“I even have received quite a lot of feedback. And I actually appreciate it, I actually really do… You realize how much people, particularly our loyal travelers love our company…I’ll inform you we’re listening to the feedback. We’re reading the feedback. Our reservation agents are talking to customers that decision in. The feedback matters. …There can be modifications that we make.”
While Bastian didn’t specify what changes could be made, he said changes could be revealed soon and admitted,
“Absolute confidence, we probably went too far in doing that.”
Bastian stated the change was since the variety of Diamond customers had doubled because the COVID-19 pandemic, significantly increasing the demand for Delta’s premium products. It reached a degree where Delta felt it couldn’t meet such high demands and needed to reduce on access.
“We’d like to make sure we are able to serve our higher tiers with the extent of experience that you just deserve and expect.”
What modified?
Since announcing changes just a few weeks ago, the web has been riddled with people complaining about Delta and even stating they’d stop flying with the airline as it might be pointless to chase status.
SkyClub access was a serious point of the recently announced changes, with Delta saying that Delta SkyMiles Platinum and Platinum Business wouldn’t gain access to SkyClubs, and Basic Economy passengers would even be denied, whatever the bank cards they held. In 2025, SkyMiles Reserve and Reserve Business cardholders will only have ten annual visits to SkyClubs and, to have unlimited access, could have to spend $75,000 annually. American Express Platinum cardholders will only receive six annual visits from 2025.
Changes were also made to how passengers would earn points and standing with Delta. Easy Flying covered the changes intimately; the complete story could be found here.
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