On Wednesday last week I talked about the fact that, at least domestically, Delta Comfort Plus or C+ is just not worth the price – any price – in points or cash. Most of you agreed with me. Notice the above interesting thread on FlyerTalk. Oh sure it quickly turned into the standard for so many threads on the chat board but that is not unusual.
But the OP or original poster brings up some really interesting points that I think Delta needs to fear and think about with the push to destroy loyalty, SkyMiles and to FCM or sell everything that was once a sign of appreciation for driving all spending to Delta. Let’s break it down as I think Delta’s push for short term gains will mean long term pain for the airline.
The OP says he has made a mental switch at the first of the year to NOT just fly Delta. That hurts. When a customer no longer just buys from their favorite vendor automatically at whatever the cost because they like them it is a monumental switch in purchase behavior. Can you imagine the nightmare of going from favorite to a business that the consumer now feels their business is no longer appreciated? A marketing nightmare is what that is.
The next one is that the OP punched a “cheap” business class fare. Not good for Delta. Delta started this push to sell 1st class at lower and lower prices and now United, a.k.a. “monkey see, monkey do” airline to Delta, is doing the same. Again, if you sell all the 1st class seats for only a little more than coach then there is no reason to be loyal to one airline and strive for status. It matters little and as we all know, clearly, C+ is no real upgrade!
Service and on-time matters and that is what the OP got. Now granted United has been a mess. They can only improve (I would think). But I think most folks expect things to be bad on United. If they can be impressed with them or another airline it will even further drive them to spend their “loyalty dollars” on airlines other than Delta. Fear this Delta, you had a captive loyalty locked customer base that is departing for other, if not greener, pastures.
The OP’s experience was possibly better than Delta. Ruh roh! Delta brags how much they are spending to make the old aging Delta jets “feel” new with great interiors. If the other airlines offer something more, for less, that is not good news for Delta!
Then the OP even liked the food, entertainment and overall experience. This is an area where Delta has been crushing it, but, as we can see, the other airlines can improve and are. Again, bad news for Delta.
Now I know none of this is the total picture. There are still so many areas where Delta shines so much more than United or others. But how long will this be the case? If all the airlines are one day providing just about the same experience, what then differentiates Delta? Their rewards program – HA! RIGHT! NO! Their elite program? Uh, have you seen your upgrade percentage this year or tried to use a Regional or Global upgrade cert as of late. I think you get the idea.
You tell me. Have all the changes at Delta over the past year changed how you buy tickets and where you buy them? – René
Editorial Note: This content is not provided by American Express. Any opinions, analyses, reviews or recommendations expressed in this article are those of the author’s alone, and have not been reviewed, approved or otherwise endorsed by American Express.