I really wish our comments and feedback will / does / have an impact on the choices Delta will make in 2015. We push our comments into the grinder that is the Delta mothership and we will just see what happens. I do hope we are having a real impact but I think the only real difference will come from folks wiling to do the following:
1) Status match another airline like Alaska or American
2) Fly that airline exclusivity
3) Send copies of tickets and the spend Delta has lost from you.
That is showing you not only changed your loyalty but also the amount of money that has gone to another airline could maybe have a tiny impact as it would show they have just gone too far.
It is time to look at some of the feedback that you and I have received (thanks for the comments and e-mails btw) from the company about our complaints about Skymiles2015 and specifically about the CRUSHING end to stopovers and open jaws next year.
The first one I received myself and it just floors me. I mean, we know that Delta is misleading everyone about Skymiles2015. We also know, since we can READ IT ON DELTA.com, that stopovers and open jaws will end a few weeks from now. Yet, the Medallion team has the AUDACITY to tell us they are not going away. Look what I, and others, were told:
“Award itineraries booked on/after January 1, 2015 will continue to allow Stopovers and Open Jaws, however with the new flexible, one-way pricing structure and additional award levels; the pricing of the itinerary will follow the new one-way award pricing rules.”
while Delta.com says:
“Stopovers will no longer be permitted for Award Travel booked on or after January 1, 2015.”
In other words if we are willing to use 2 one way tickets next year we can get a stopover or an open jaw to our destination. Well I guess in some kind of warped and demented way this comment is correct, but only to a politician who would think so. I wanted to put my Diamond Medallion card into the shredder when I saw this. I am sickened and MAD about this – are you?
OK on to the next one. This one was very common to many readers (including me) and really got to the heart of the matter with Delta.
“We also understand the 2015 program updates will affect members in different ways, but they best balance the needs of our customers and our business. We’re confident the updates are the right moves for our customers and airline.”
Anyone other than me hear Richard Anderson’s voice about “having our backs” in our heads from the safety video when we read that one? Let me un-PR this one for you:
“We also understand the 2015 program updates
will affect members in different ways ARE CRUSHING TO EVERYONE, but they best balance the needs WILL HELP DAL SHARE PRICE AND of our customers THE 2% WHO THINK THEY ARE GOING TO COME OUT AHEAD and our business. We’re confident HOPING WE CAN SNOWBALL ENOUGH FLIERS INTO BELIEVING the updates are the right moves for our customers and airline.”
Time for puke bag number two (I knew it was a good idea to save one from my last flight). I think my edits more correctly reflect the honest evaluation of this comment from Delta. We know who they care about and it is not most of us!
The next one is just so patronizing that it is beyond laughable. Notice this sad and condescending comment many of us got:
“Please allow me to explain that our policies are based on extensive research done by our marketing team. We have a dedicated team of analysts who analyze the features of the SkyMiles policy before they are implemented.”
Oh good grief. You got some focus groups and found out that these were the moves that Delta could make and it seemed like loyal Delta flyers would not jump ship to another airline and yet they were in fact wrong. Why? Because we are all freaking out because the end of stopovers and so many other perks have pushed us over the edge. Perhaps the crack marketing team did not toss ALL of this into the marketing grinder and watch the reaction to the test subjects. Let’s move on.
This next one, in some fashion, talked about the new 5 award levels. Many got something like:
“We’ve heard that it should be easier to use miles, so we’re adding more flexibility to the redemption process and more redemption options overall. In short, you should be able to enjoy more Award Seats for fewer miles.”
“The new pricing structure and rules will apply to bookings made on/after January 1, 2015.”
First off, we never ever, nor would anyone in their sane minds ask for 5 award levels. This is just crazy insane and ONLY an airline would think this was ever a good idea (well for anyone other than the airline that is). Now yes we want simpler redemption and more low level seats. The rest is just a joke. We do not want to say pay 25,000 miles and cash for a seat that should just cost low level points – PERIOD! The old NWA system was so simple – 12,500 miles one way and 50% of the cash price for the other way (at whatever fare class we wanted). THAT was simple math and good for flyers. The new thing Delta has created for us is sheer madness.
OK just one more before your head explodes from all this marketing spin and “road apples” so far. Take a look at this one:
“We take customer feedback seriously, and your comments will be forwarded to our SkyMiles Leadership Team for consideration.”
Well gosh I hope so as we are going to keep emailing and even faxing and snail mailing you bits to remind you we have had it and your response to us is insulting, patronizing and we are not falling for it. Many will vote with their wallets and fly other airlines. I will keep letting Delta know over and over how un-rewarding Skymiles2015 is and that when it comes to booking 1st class tickets I will be looking at other airlines (yes I do that now and then)! – René
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