A couple of days ago, I wrote a post that most would take as supportive of Delta Air Lines. I noted in the post a few reasons why I think Delta will continue to be successful in spite of changes to its loyalty program. There were some spirited comments back and forth which are worth a read too. The point of my post, and a point I’ve made before, was that a good airline that does the right things well matters. Operational dependability, good people, and a certain level of care. I still believe that.
However, when I see things like Delta’s website pricing award travel at a higher rate if you happen to click “I Am Traveling” as opposed to not clicking it, then I have to wonder….just what the heck is going on? I know a little IT glitch happens from time to time, but seriously. When an airline introduces the level of change that Delta has into the loyalty space, you need to get it right and deliver everything that was promised from day 1. Repairing a website that has a history of mis-pricing award travel would be a good place to start. Further, communication, even if a lot of people don’t agree with what you’re doing is key.
I don’t wear a tin-foil hat, and I don’t think the latest delta.com development is intentional. What I do think is that Delta needs to get its act together on SkyMiles sooner rather than later.
-MJ, February 25, 2015
UPDATE: This post was prepared late on February 24th. As it was going live this morning, I noted that a Delta spokesperson had reached out to View From the Wing. They are “investigating and working to resolve the issue.”
Spot on Geoff. That was exactly my thought (“Delta has blown any opportunity to be given the benefit of the doubt”) when reading MJ’s post. I am a Delta PM and when it comes to their imbeciles in IT and their NEW & IMPOVED!!!! Skymiles program, I trust them not at all.
A jaded person might think the latest “IT glitch” was simply Delta realizing that a medallion member is likely to have many more miles and not notice a subtle bump in award pricing vs a non-medallion who has to be more careful with their miles.
2015 is going to be an interesting year, but I’m really wondering what will befall us in 2016.
MJ, it’s very frustrating flying and building loyalty with something only to have said loyalty not reciprocated. I am sure I am not alone in thinking this.
Off my high horse….until the next Delta shoe drops…
@Geoff,
Tell us how you really feel. 😉 I’m kidding! Thanks for sharing your thoughts!
MJ, with all due respect(I very much enjoy your site. It’s even bookmarked!). I call bullshit on Delta. Roughly a year ago Delta started trumpeting their new SkyMiles program changes, sorry “enhancements”, and they haven’t stopped. They went on and on about their new award charts in minute detail. A month after their inception, they simply vanish. Award availability is drying up, Medallion benefits diminishing, and now this “IT glitch”. Please. There is no way any of this is an “IT issue” except that it is purely intentional. At this point why should ANYONE give Delta the benefit of the… Read more »