Summary
- Delta Air Lines CEO Ed Bastian admits they went too far in recent changes to the SkyMiles loyalty program, acknowledging the backlash from upset passengers.
- Bastian states that Delta is listening to feedback and will make modifications to address the concerns raised by loyal travelers.
- The changes were driven by increased demand for Delta’s premium products, causing the airline to reassess how they can provide a high-quality experience to their higher-tier customers.
Delta Air Lines CEO Ed Bastian stated the airline went too far in the changes it announced to its SkyMiles loyalty program. The changes, announced a few weeks ago, upset many passengers with the airline.
Delta to go back on some recently announced changes
On Monday, Ed Bastian, Delta’s CEO, met with the Atlanta Rotary Club and answered questions about the recently announced changes to the SkyMiles program. Delta simplified how passengers could earn Medallion Status, but in turn, made it harder for passengers to achieve status. Now, passengers’ statuses will be solely based on how much they spend on Delta travel, travel booked with Delta, and the airline’s co-branded credit cards.
Photo: Karolis Kavolelis | Shutterstock
Almost 30 minutes into the meeting, the interviewer said it was time to address the elephant in the room and asked Bastian about the changes to the SkyMiles program. Bastian was asked if there was anything he wanted to share regarding those changes, to which he replied,
“…it is the news of the month for Delta.”
He added,
“I have received a lot of feedback. And I really appreciate it, I really really do… You realize how much people, particularly our loyal travelers love our company…I will tell you we are listening to the feedback. We are reading the feedback. Our reservation agents are talking to customers that call in. The feedback matters. …There will be modifications that we make.”
While Bastian did not specify what changes would be made, he said changes would be revealed soon and admitted,
“No question, we probably went too far in doing that.”
Bastian stated the change was because the number of Diamond customers had doubled since the COVID-19 pandemic, significantly increasing the demand for Delta’s premium products. It reached a point where Delta felt it could not meet such high demands and needed to cut back on access.
“We need to make certain we can serve our higher tiers with the level of experience that you deserve and expect.”
What changed?
Since announcing changes a few weeks ago, the internet has been riddled with people complaining about Delta and even stating they would stop flying with the airline as it would be pointless to chase status.
SkyClub access was a major point of the recently announced changes, with Delta saying that Delta SkyMiles Platinum and Platinum Business would not gain access to SkyClubs, and Basic Economy passengers would also be denied, regardless of the credit cards they held. In 2025, SkyMiles Reserve and Reserve Business cardholders will only have ten annual visits to SkyClubs and, to have unlimited access, will have to spend $75,000 annually. American Express Platinum cardholders will only receive six annual visits from 2025.
Changes were also made to how passengers would earn points and status with Delta. Simple Flying covered the changes in detail; the full story can be found here.
Source: Inc