Delta overhauling its SkyMiles Medallion program and Sky Club airport lounge access sparked deep emotions in people.
Many people aren’t happy. (But some others are downright elated because it means fewer people to mess with their upgrades and bother them in lounges.)
A friend of mine flew last weekend and tried coaxing details out of an airport gate agent. He said she did a great job of honoring her non-disclosure agreement and wouldn’t leak anything. But he added, “She encouraged me to write to corporate to let them know how upset I am once the announcements are made.”
Again, that was several days ago. But Delta employees already knew this would make longtime, loyal customers upset.
Can the Changes Be Reversed?
Part of me wonders if Delta is playing chicken. I think they inadvertently did it before. And it sets an interesting precedent.
Remember last year when Delta announced there would be no admittance to Sky Clubs upon arriving at your final destination? That ticked off a lot of people — who then complained and threatened to cancel their Amex cards that get them into the lounges.
Delta reversed their decision and again allowed us to enter Sky Clubs after arriving at our ultimate destinations.
That’s nothing compared to these huge changes.
Will complaining make Delta rethink these drastic policies?
I doubt it.
But consider this: we’re not yet at the end of 2023’s third quarter. There’s plenty of time for Delta’s and American Express’ stock to be negatively (or positively) affected. (Neither my blogger counterpart René deLambert nor I own stock in Delta or American Express.)
Let’s check out some of the reactions.
People threatening to move their travel to other airlines and cancel their Amex cards doesn’t sound great for the mothership or its credit card partner.
Excuse my tin-foil hat: does anyone else wonder if these changes are some dark, opening offer to Delta Medallions?
After all, they reneged once. Will they do it again?
Is this a new game of chicken?
I Want To Talk To Your Manager!
The best way to express your discontent is with your wallet. That might take a while.
For now, tell Delta what specifically makes you upset about the changes. MQD thresholds? Sky Club visits? No more MQM? Yes?
If you want Delta to know how you feel, here’s where you can go.
First, Chris Elliot’s “Delta Air Lines Customer Service Contacts” contains emails for several Delta corporate executives — including CEO Ed Bastian who once said to email him if you have any problems. Rachel Oakley provides some information on her site, too.
Next, you can submit a general complaint about SkyMiles through this page at Delta.com.
Finally, you can call Delta at the numbers listed on those pages. You can also call the Medallion phone lines, too. (Remember, though, that those folks need to help travelers with actual travel-related issues. Don’t take up all their time.)
Don’t Be That Person
Let’s be very clear about something: the people answering phones are not the ones who ordered the Medallion program changes.
DO NOT be rude to them. (The people in the stock photo at the top of the post? Don’t be them.) Please calmly express your frustrations. If you’re genuinely going to give your business to different airlines, you can tell them that. But please do not yell at or insult them.
The same goes for front-line Delta and airport employees (gate agents, flight attendants, etc.) Don’t be mad at them.
If you don’t like the changes Delta made to their Medallion program, tell them. But state exactly why you’re upset. Will they reverse course? Probably not. But they established a history of doing so with their Sky Club changes.
We think they might be playing chicken.
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