Delta Air Lines plans to “fix” its SkyMiles frequent flyer program after negative feedback from customers on changes announced this month, CEO Ed Bastian said this week. Announced.
Atlanta-based airlines announced On September 13th, it was announced that the program would be changed starting next year. Rather than focusing on the number of miles a customer flies, the program focuses on how much customers spend on Delta flights and purchases with partner airlines, such as car rentals and hotels, to qualify for Medallion Elite status. The focus will be on how much money was spent.
By increasing the amount spent, airlines were effectively making it harder for frequent flyers to benefit from the same top-tier loyalty programs.
For example, to qualify for the lowest level of Silver status, customers must spend approximately $3,000 on flights. But changes announced this month mean customers will have to pay twice as much to get the same status from January 1.
Additionally, the airline announced it will limit the number of times a customer can visit the airline’s Sky Club lounges each year unless they spend $75,000 on the Delta American Express Reserve Credit Card.
Delta Air Lines announced the changes as other airlines revamp their loyalty programs, increasing eligibility for frequent travelers based on spending and reducing eligibility based on volume flown.
But the company appeared ready to change course this week after complaints from customers.
“We’ve received a lot of feedback,” Bastian said Monday at a Rotary Club of Atlanta luncheon.
“I want to let you know that we are listening to your feedback,” he was quoted as saying. Q&A video This was posted on the club’s homepage. “We read the feedback. Our reservations agents are talking to customers who call and feedback is important.”
A Delta spokesperson confirmed Bastian’s comments and said the airline had nothing further to share regarding the adjustment.
“We’re still evaluating our actions, but there will be adjustments,” Bastian said at the Rotary luncheon. “We’ll be hearing about that in the coming weeks.”
The changes announced by Delta Air Lines appeared to be in line with broader trends in the industry; frugal, The travel and flight deal website said customers’ reactions were mixed.
“For almost two weeks straight, I’ve been thinking, ‘I’m done with Delta,’ and ‘Should I cancel my Delta AmEx card?’ I used to be loyal to Delta almost reflexively. The support from everyday travelers is gone,” Potter said Thursday. “It was a national story about airline elite status programs. It never happens, so when it does happen, you know something is wrong.”
“Delta clearly feels that,” he added, “not just in their social media comments and message boards, but also from their credit card partner American Express.”