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It seems in May every year (like in 2016 as well as in 2015) Delta’s head of SkyMiles, Karen Zachary sends out a targeted email asking questions about the Delta SkyMiles program and, many times, the Medallion loyalty program. You can see my questions one by one full screen by clicking on the first slide then clicking next, next, next to see them all full screen. After that I will have some comments about the survey below in the post:
Now that you have seen all the slides let’s talk about the survey and how Delta corporate people just don’t get so much of what matters to “us” and what we could really care less about.
Are we satisfied with Delta and SkyMiles and the Medallion program? Wow – are they ever separate questions and all impact how I feel about Delta. SkyMiles are all but worthless to me. Not that there is zero value but considering the constant no-notice devaluations and hiding of the award charts (just to name a few) how could anyone not on a Thorazine drip have a positive view of SkyMiles? As to Delta itself, on-time and reliability clearly matter and matters a lot as does the Medallion program and how to earn MQMs i.e. still based on distance flown and fare class!
Next there are many questions on SkyMiles redemption. Who cares about how many ways there are to burn up my SkyMiles on things like over priced drinks in the Sky Clubs what matters is LEVEL 1 award space and that is very hard to find (and why many book with ADAM to extract real value btw).
After this there are tons of questions about Medallion recognition. They clear WANT every single Delta person to thank you for your Medallion status from check-in to gate to on-board no matter where you are sitting. On the Delta FA hand units it shows your status and if you are a million miler (and how many MMs as well). Here is the thing, Delta people pouring this out again and again now sounds fake. We all know they are being forced to thank us for our loyalty and it all sounds robotic. Here is an idea Delta, make more 1st class RU and GU space available and more 1st class upgrades as well (like you promised on video), that is a real way to make me feel recognized for my Medallion status – not fake thank you’s that really matter little.
Then there are a number of quick questions about 1st class and C+ “upgrades”, partner benefits, handling of complaints, if you fly other airlines and have status with them and lastly choices about on-board adult beverages (don’t ever take Woodford away Delta – seriously)! I still often avoid C+ and wish Delta was going to let us upgrade for free to the new coming Premium Economy seats rather than require a GU cert to get them. Am I happy with Delta handing out SkyMiles like candy when things go wrong? Sure, as long as I can use them with PWMs tickets and earn MQMs for flying they are a fine “I am sorry” from Delta.
In the final box I pointed about what I have year after year. Bring back stopovers on awards! Republish the award charts, stop no-notice devaluations. The same things I have wanted for years now but clearly Delta does not seem to care.
Have you got one of these surveys? How did you vote on any / all of the slides? What comments did you leave or would you leave at the end if you got one? Let us know here on the blog (since Delta does read the blog each day)! – René
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Having a family of 6, I also want them to bring back award upgrades for up to 8 companions.
I voted mostly at the lowest level on all slides and on last slide discussed the issue of not being able to use miles at a decent rate. I also discussed the difficulty to use GUs and how they should offer an option of earning 2 more by some method to bring the total to 6.
I received the survey. I asked for the following changes:
1. Bring back a published award chart with at least minimum and maximums for award redemption.
2. Allow someone to upgrade into premium-economy and waitlist for business-class using one global upgrade certificate.
3. Implement complimentary medallion upgrades and/or allow regional upgrade certificates to be used on intra-Asia flights to/from NRT to Guam, Saipan, Palau, Manila and Singapore.
@FNT – Very smart (and reasonable) suggestions. Well done!
I’ve been a Diamond since inception. 2MM. Never gotten a survey. Couldn’t agree more about being thanked by line folks. Getting a little old and hollow. Woodford is great, but bring back the Glenlivet!
Approaching almost 3mm I get zero,nada, nilch from Delta. I quite frankly now try to
Avoid flying on them
Will Nacy
You ever consider that these are not random but specifically targeted questionnaires sent to a precise percentage of people – certain % of HVCs, domestic-only Diamonds, et all? It gives Delta the ability to hear not exactly what it wants but not too much of what it doesn’t. It’ll get enough positive feedback from the targeted HVC’s who fly internationally 10x a year – because these emails & surveys are not merely random but targeted to include the right ratio of SM members & more importantly the type of members DL gives more weight to.
@Frank, you may have a point. My wife and I fly 6-7international trips to Europe each year for busjness. We have never received a survey despite both being DMs and me a MM.
I received this survey yesterday (and I’m definitely not a high value customer). I’m a Diamond but my overall spend is pretty low.
In any case, I included comments on the lack of upgrades and the lack of transparency on award tickets. It’s rather tough when there is no award chart.
I’m a 3MM Diamond and flipped much of my flying to Southwest. I earned a companion pass and find it so much easier to maximize the value of the points when flying domestically.