Ed Bastian addresses the backlash around a recent decision that made customers very angry.
While the effort was intended to simplify the program for customers, it also eliminated Medallion Qualifying Miles and cut access to Sky Club lounges for Delta American Express Platinum cardholders who spent less than $75,000 a year, causing an uproar among many that had enjoyed the service for decades.
Wow, I’ve been Platinum for years, I take more than a dozen international trips per year. With this new system I’ll be Silver??? Ditching the high APR delta Amex reserve will save enough to buy premium tix on other airlines. I loveBy the end of September, the airline had begun to backpedal publicly, with CEO Ed Bastian saying that the company was reading and hearing customer feedback and that"modifications are coming.
CEO Ed Bastian on the SkyMiles backlash."People love Delta. However, they were hurt by the significance of the change. We're going to have to recalibrate on some of that."Bastian went on to share what he has gleaned from the angry feedback from customers, saying the first thing he identified was that loyal customers were hurt"by some of the significance of the change, and too many changes at one time.
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