Renés Points

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I have to really give it to Delta with their brilliant cross company promotions. Crossover Rewards has been amazing and has, at least for me, achieved the desired effect, that is, when I stay at a hotel most times it is a SPG one. I can see from my reader poll that a number of folks who read the blog are SPG elites who favor Delta. So the promotion is working that way as well and why not since you get some medallion type perks as an SPG elite.

In December last year Delta came up with a great Hertz auto rental promotion tie-in for medallions. I signed up right away when I learned of the promotion and it said it could take up to 8 weeks to be active.

I checked that my Hertz number was correct at MY DELTA and I could not dream it would take that long in today’s modern tech world, but we have passed that 8 week point and a number of us do not have the upgraded Hertz. Time to reach out and see what is up. I get to twitter and was told this:

OK I send off an e-mail and am told I have to wait up to 5 days to get a response (are we seeing a trend here yet). Disappointing, but it is what it is. Then I get this e-mail.

Really? I have to contact Delta to fix my Hertz status? Just how is that going to work. It turns out it was a form letter sent to most who asked about the promotion as you can see in this FlyerTalk thread. Then check out another FT’ers tweets to Hertz about it and Delta’s response as well:

Sigh. Delta is blaming Hertz. Hertz is blaming Delta. E-mail complaints are met by form letter responses. Clearly there is nothing Delta can do to fix my Hertz status. Hertz has tweeted this is a known issue. Great.

So if you happen to have access to the very best elites of another company, and have a chance to build real brand loyalty, don’t do everything you can to make them frustrated, angry and a little bit crazy! – René
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