My friend and fellow blogger Kathy had an unfortunate series of events courtesy of our beloved Delta yesterday. Before we go on and look at this, please read her post HERE.
OK now you are back (you did read her post – right)! First off let me say I have real sympathy for my friend as I would for anyone who had something like this happen to them. But we are talking Delta, after all, and they have made, and are making, a gargantuan amount of money on fees and up-sells and really have it down to a science now. I mean take a look:
- Fees for bags
- Fees for C+
- Fees for changes
- Fees for re-deposits
- Fees for priority boarding
- Fees for drinks & food
- Fees for movies
- Fees for wifi
- Fees for +1 in Skyclub
And I could go on and on. The point I am making is that Delta is KING of extracting money from “you”. That is, unless you are an elite Medallion and can circumvent these fees.
Now here is where all this gets interesting to me and where I, who have been REALLY hard on Delta this year, do not 100% take Kathy’s side. Before I take Delta’s side on this, it is really sleazy of Delta to upgrade her and then “claw it away” for NO good reason. Had there been a good reason – then tough cookies. For example, a schedule or equipment change and then too bad. This was not the case and Delta SHOULD have put her back in 1st as promised when she was a medallion. After all, years of loyalty shows dedication and a loyal gesture on Delta part in return may engender and motivate renewed loyalty down the road.
This really takes us back to the point of this post. You see, Delta really does a bunch to reward those who “are” loyal to Delta. Not just those who maintain their status year after year, but those who climb the medallion ranks within a year. Let me explain.
Say you book an award trip as a Gold Medallion. You get NO free changes to those tickets. But, if you work your way up to Platinum, even though you book as a Gold, once you hit Platinum you get to change those tickets FREE all you want. The same basic rules apply to everything. That is, as you go up the medallion ladder you apply all the perks at the current time. Delta rewards you at the time you FLY or at your current status. Nice right?
But the same then applies the other way (mostly). As I have warned readers over and over this year to check all your flights if you are about to drop in status as most times Delta will NOT “claw back” perks unless things happen that can affect your reservation (then again Kathy is the exception to the rule). Basically you are riding on the coat tails of your old status and enjoy the “bonus” you had from your old status.
The bottom line that I do agree with Delta is that they are rewarding those who are loyal to the airline. If you are no longer loyal, why should they give you things FEE FREE when you no longer qualify for all the perks those who are loyal get. After all, do keep in mind all she purchased was a coach ticket and Delta will deliver on that and MORE!
What do you think? Should Delta have done more or did they in the end go above and beyond? – Rene
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