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Well this was a fun surprise to get in my inbox from Karen Zachary of SkyMiles. No, not the 250 SkyMiles for filling out the survey but the chance to respond to the current state of affairs with the Delta loyalty program. This one was much like the one from last year I got.
What I will do is this for today’s post, that is, put up all the slides then leave my comments and thoughts at the end. You can click on any of the slides for full screen shots and then click next, next, next to see them one by one.
So there you are. A short list compared to some of them in the past I have done. First off, before you even ask, yes Delta does read these and does pay attention to the answers. Now I get there is a vast chasm of difference between reading and understand vs. acting on the wishes from those who fill out the surveys. When we hear the new CEO Mr. Ed tell reporters that he is very much aware of complaints about the programs but expects flyers to adjust to what they are doing is not a good sign.
So how did I vote? I think you can guess. As I talked about yesterday in my million miler post I am clearly conflicted. When it comes to travel, to me, it is more than just about getting me from A-B. It is rewarding me with a nice “free”-ish business class flight and Delta can well do this now and then as they are filling those empty seats far and wide in Delta ONE with NRSA or employees anyway. I do so very much appreciate Delta people, but to me rewarding a paying passenger with an award seat spending miles should always trump a “free” seat.
I find it interesting they are asking about the ability to earn both SkyMiles and MQMs. Clearly MQMs have not changed for years and years now. They are the same distance plus fare class based. I like this and I think most other flyers who have not totally given up on Delta yet (due to changes) feel the same way and this is why they have stayed. Change this and oh my will you see a massive departure of elites from Delta.
I also find the questions about award availability laughable. Trying to find most partner space is all but impossible (with most) and then with additive award prices to pay extra is just madding. I wonder how many flyers understand they are often doing this or are upset by the lack of partner space. Then again, at least according to Delta, most folks are redeeming awards for coach tickets at very low value (unless there is an award “sale” going on). I wish I could educate them all.
Lastly I am intrigued by the questions on earning and more pointedly about burning. Delta clearly wants us to flush the value of our points in any way possible other than flying in business class that is the best way we can find top value.
Anyway, if you get one of these fill them out. Make sure you take the time, in the last field, to mention you are upset about things like:
- The end of stopovers on awards
- The broken mulit-segment booking page on Delta.com
- Tickets pricing 2x that should be 1x
- The lack of award space on partners.
These are some of the things I mentioned and should be ones you too should be screaming about to Delta that they need to fix. Now if they will follow up and do this is clearly another story! – René
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This survey is a joke.
Forget trying to book level 1 awards, has anyone tried to book a last minute award ticket lately?
I don’t understand the reason for even asking the questions if they already know that they don’t care about the answers we give them.
The sad part is with no competition, there is nowhere to “adjust” my flying for work.
With this post you read my mind. I do not recall getting the survey (there are so many I just delete) yet I agree 100% with your comments.
Why does it seem that everything that comes out of Delta is a smokescreen?
I especially miss not being able to hold an award ticket. I used to hold an award ticket long enough for my husband to book his purchased ticket just so we could make sure we were on the same flight. Thankfully he’s a platinum so I book the award ticket and he books his ticket. If he can’t book the same flight, then my ticket gets refunded and we start all over. It’s only become a problem because flights are so full now and he is mandated to buy the cheapest fare and that cheapest fare may not be on the flight I chose.
That and their website stinks for trying to even look at award tickets. I can’t tell you how many times I get the standard, “there was a problem loading this web page so it is being re-loaded.” Your a multi-billion dollar company, delta, fix your website!
@Dr. John: Agreed 1000%. I haven’t been able to book a level one award in at least two years. Now, granted, I only fly four or five times a year but still it’s frustrat.
I received the same survey about a month ago and I’m pretty sure my responses mirrored yours.
I also received the survey a while back and I did reply. What you said in your post, (If I may quote) is spot on:
“When it comes to travel, to me, it is more than just about getting me from A-B. It is rewarding me with a nice “free”-ish business class flight and Delta can well do this now and then as they are filling those empty seats far and wide in Delta ONE with NRSA or employees anyway. I do so very much appreciate Delta people, but to me rewarding a paying passenger with an award seat spending miles should always trump a “free” seat.
I saw this for the first time last Thursday on a flight from LAS to SEA. It did not affect me, I had been upgraded in advance. But a passenger upgraded at the gate was hoping to have his colleague (next on the list) join him for the vacant 1st class seat. But a Compass pilot was moved up from a seat in the back of the plane.
Does Delta have a policy about this?
I have been a serious road warrior for 4 years now. Back at the beginning, I was upgraded once when just a GM –and I liked it! I decided that I wanted to fly with Delta as much as possible for the loyalty benefits. I have had to make many sacrifices to stay loyal to Delta. It is a constant battle with my corporate travel office to be allowed to buy tickets that sometimes are not the cheapest, or most direct.
I am sure I have spent $100K on Delta tickets in the last 4 years. If Delta had given my very 1st upgrade seat to employee instead of me, I never would have become a loyal Delta customer.
The only way I am able to get Level 1 award tickets is to book months and sometimes even more months maybe months in advance. Hard to do but seems like the only way of finding lower award tickets. My big push in responding to all survey’s is to request Platinum Benefit Gifts include the option of 4 RUC OR 2 GUC. If anyone wants to me join me in complaining about this every-time I would appreciate the help.