Ouch! A letter shared was on a private Facebook Delta Diamond group and then leaked onto the web (disclaimer: I am not a part of this group or even on Facebook personally). It is an interesting read to say the very least.
There are a bunch of things that are very strange to me about the letter. First off it is odd because there is no Delta representative’s name attached to the letter. Most correspondence from Delta has a real rep’s name (even when you get an e-mail). Twitter reps use initials that can identify them.
I reached out to Delta communications folks to confirm that Delta really did mail this letter out. I was told:
“Delta does not comment on any aspect of a communication specifically addressed to an individual.” – Delta corporate representative.
So they did not deny the letter came from Delta but, as expected, refused to comment about any individual flyer. With that out of the way, now on to why this letter is so disturbing to me and should get our full attention and also why this really is a frustrating correspondence. Let’s look at them one by one.
Big data and Delta. There are lots of jokes about Delta like the one that they are not really an airline but a southern law firm that flies a lot of jets. Perhaps the same joke can now be said about IT and DATA that they are really just a frequent flyer point seller and data-mining firm that also flies a lot of jets. In the letter the Delta the rep is angry about “practices in the past months“. We should all know Delta is all but tracking us in real-time and evaluating how valuable (or un-valuable) you are to them.
Waivers. Delta offers waivers for any number of reasons. But Delta likes collecting fees whenever they can. If you overuse (or in their view, abuse) published waivers Delta will not be happy with you. Be careful.
HUCB (or HUCA) that is Hang Up Call Back (or again). This has worked forever and most of the time it is truly needed because Delta reps either do not know the official Delta rules or just make up rules or give you flat out wrong and bad information. But each call you make (including to the medallion line) is logged. Call too much and Delta will be angry with you even if you have a valid reason to HUCB. Sigh.
Your status and membership could be at risk. We should always remember we do not “own” anything Delta “gives” us. Our SkyMiles, our Medallion status, our booked award flights – all can be revoked by Delta if they want to and deem you are not a “respected” member.
The flyer got a warning. Delta could have come down and just dumped the flyer but instead they got a warning letter to be nice or else. I find this interesting.
What else can we take away from this? Be careful with everything you have come to know (and love) that you do to get the most out of your Delta experience. If you are using what you know to get Delta reps to break the rules for you – you may get a letter. If you are calling Delta too much asking for things – you may get a letter. My guess is if you are booking online and canceling too many flights – you may soon get a letter. If you are dumb enough to use “hidden city” ticketing with SkyMiles awards – you may get a letter. We are being watched and watched closely.
What do you think about this “love letter” from Delta. Are you afraid any of your actions could possibly land you in trouble with Delta? – René
Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.