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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