Summer is heating up here at Delta with new developments in our SkyMiles program. We’ve been listening and responding to customer concerns by developing new solutions and program features that better recognize and reward our loyal customers, and we’re excited to share our progress with you.
Today we’re announcing an industry-leading benefit that enables Diamond, Platinum and Gold Medallion® members to receive Complimentary Medallion Upgrades on SkyMiles Award Tickets when flying on most routes within or between the U.S. and Canada, the Caribbean, Bermuda, Mexico and select destinations in Central and South America. These upgrades will be automatically requested and will be eligible to clear after revenue tickets within your corresponding Medallion window.
Plus, more member-requested SkyMiles improvements are coming:
- Continue to redesign the Award Travel booking process and calendar on delta.com to improve the mileage redemption experience
- Expand the allocation of preferred Economy class seats on all Delta and Delta Connection® flights to ensure our most loyal customers receive the best seats
- Add the ability to upgrade on Alaska Airlines for Diamond, Platinum and Gold Medallions, as part of the Delta and Alaska partnership expansion
And in 2011, we plan to:
- Enable you to redeem mileage upgrade Awards online
- Introduce a Miles and Money redemption option, similar to the former PerkChoice program, which will allow members to combine miles and money when buying a ticket
Check out delta.com/whatsahead for more on upcoming changes to the SkyMiles program!
We would love to hear what you think about these new features. What other SkyMiles benefits would you like to see? And, of course, how’s your summer going?
Jeff Robertson
Vice President, SkyMiles program
August 17th, 2010 at 2:39 pm
Jeff,
As a silver Medallion, I have really benefited from all these perks that Delta gives its preferred customers.
Thank you for the good work.
JG
August 17th, 2010 at 3:04 pm
Having PerkChoice in some way back is a big win! I do hope on the Money or revenue side of the ticket all will be able to earn FF miles and have full upgrade etc chances as DM, PM etc? If not then this will be as much of a total flop as cash and miles is as once you spend one mile you are done for any perks!
August 18th, 2010 at 8:42 am
Jeff,
Two comments. While it is great that you are adding more benefits, Delta is consistently ignoring Silver Medallion members such as myself with these improvements. Certainly you will agree that all Medallion members have demonstrated their loyalty to Delta, and it is frustrating to have us relegated to the back seat and basically ignored. I agree that Gold Platinum and Diamond Medallions should be acknowledged to a greater extent, but not to the detriment of Silver. A Medallion member is a Medallion member nonetheless. Also, please consider having one-way mileage redemption for one-half of the mileage requirement. It seems crazy that the mileage required should be the same for a one way ticket as it is for a round trip ticket.
August 18th, 2010 at 10:37 am
As Silver Medallion members, DL Reserve and Amex Platinum cardholders, , my wife and I are deeply disappointed with many of the changes to the SkyMiles benefits programs. Once again, Silver Medallion members are excluded from the added benefits. Over the past year, we and other Silver Medallion members, have already lost many benefits. We are beginning to question how truly valued our business really is in light of the changes below…
Silver Medallion members no longer enjoy access to the the TSA special security line on at the airport.
Silver Medallion members are now denied use of Breezeway boarding.
Silver Medallion upgrades are “capacity controlled” which often results in Silver Medallion members’ upgrades not being confirmed 24 hours prior as the benefit guidelines indicate. Instead, Silver Medallion members are routinely added to the airport “”standby list” while DL agents sell upgrades for $150pp before allocation from the upgrade list.
Trust me … our efforts to address these issues with Customer Relations have resulted in responses filled with general platitudes such as “We recognize that travelers have a choice of airlines and we deeply appreciate those who choose Delta Air Lines and the SkyMiles program.” or “We value your feedback on program suggestions, observations, and experiences.” Not one comment about individual issues, including my Sky Club membership which would appear not to be the $450 good investment we thought it would.
Responses such as these only suggest that Delta really does care, but only about Gold, Platinum and Diamond Members, the hardy “road warriors” who travel strictly for business. We are merely leisure travelers who enjoy the opportunity to vacation frequently and pursue our desire to experience worldwide travel. Hopefully, this message will engender a more suitable response.
August 18th, 2010 at 12:38 pm
@jkand1 Silvers haven’t lost anything. My mom is a silver (I’m a Diamond) and she’s still happy…
You might have received benefits you weren’t entitled to before but:
- Silver’s never had access to TSA.
- Silvers can use Breezeway to board after zone 2 has started
- Upgrades have ALWAYS been capacity controlled
- If a Silver is upgraded AFTER pay at the gate upgrades, there’s a problem. That needs to be reported.
August 18th, 2010 at 2:32 pm
Great news. I have two comments. I am surprised that Sky Miles Companion Certificates are not eligible for upgrades. I am diamond and my wife is gold and this seems like the only time we fly when we can’t get upgraded. It seems inconsistent to me. Second, I hope when you increase the availability of premium seats that you include some bulkhead seats. NWA seemed to operate fine with part of the bulkhead seats reserved for the gate agent’s use and part as premium seats. Thanks.
August 18th, 2010 at 3:51 pm
I echo the comments of jkand1. My sentiments, exactly … point by point !!
As a Million Miler-Silver Medallion who took 20 years to accrue lifetime elite status, I feel as though all those years of loyalty are slowing going down the drain. Yes, we still get some benefits that have value, but don’t seem to be getting ample recognition as programs like Sky Priority relegate us down a notch, or two … or, three.
While I recognize the ANNUAL flying accomplishments of GM, PM and DM fliers, I wish Delta would start better recognizing the LONG-TERM flying accomplishments and loyal commitment of their MM’s – Million Milers.
August 18th, 2010 at 9:09 pm
DeltaManiac and jkand1—Thank you for your feedback and I understand your concerns. As a loyalty program, we try hard to strike a fair balance when offering differentiated benefits for members who have demonstrated varying levels of business and loyalty to Delta. Unfortunately, this means that not all members will be offered the same benefits.
Please know that nothing has changed for SkyMiles Silver Medallion members and none of your benefits have gone away. You will continue to receive all of the benefits you have enjoyed—special check-in lines, priority boarding, preferred seating, unlimited complimentary domestic upgrades, priority call handling, priority waitlist for revenue and award bookings, 15% mileage bonuses, and unlimited rollover MQMs.
Please continue to reach out to us with your comments and concerns as we work to improve our rewards program.
For those who have also left comments here, thank you for your feedback as well. I appreciate your continued patience as I work to respond to each comment in a timely manner.
August 18th, 2010 at 10:14 pm
Jeff,
We are happy Platinum soon to be Diamond flyers who are thankful for these award ticket upgrades! We’ve been Delta Medallion members for many years and always count our blessings each time we board a flight.
Thanks to all the Delta team members!
Brian
August 19th, 2010 at 10:59 am
Jeff…in your post above you said Silver Medallions receive 15% mileage bonuses…but historically they have received 25%. Is it changing to 15% or was that a typo??
August 19th, 2010 at 11:28 am
Jeff – as a Silver Medallion, I feel that I’m being left behind on many of the new features introduced by Delta for Medallion travelers. Why not include Silvers in the award upgrade? Even if we were just allowed that ability within the lower 48 states, it would be something.
As for the “nothing has changed”, I do beg to differ. If I have an IRROPS situation, I do not have access to the airside re-accomodations lines. I have to stand in the General line. I used to be able to stand with the rest of the Medallions. Perhaps this one should be re-visied, as was the original decision to not have a special line for Silvers at the check-in counters. This was one situation where Silvers DID lose an important benefit, was noticed, and rectified to some extent.
And, I hope your “15% mileage bonuses” in your last reply is a typo. Last time I looked, Silvers are supposed to receive a 25% bonus.
In the future, I would hope that Silvers are included in all SkyMiles enhancements, even if we are given a smaller piece of the enhancement. Remember – the Silvers of today could be tomorrow’s Diamonds and we still do have a choice of airline to remain loyal to.
August 19th, 2010 at 3:14 pm
Chris:
Jkand1 has a SkyClub membership, prior to SkyPriority, that allowed for use of expedited TSA lines. Also, use of Breezeway for Silvers has been spotty after the rollout of SkyPriority.
Jeff:
Is the 15% bonus a typo? Or yet another degraded benefit for Silvers? Hopefully, the dropping amount of Silvers (with a corresponding increase of those in Uni-Nental) in 2011-12 will demonstrate to the Skymiles team how many Silvers feel about SkyPriority and how Gold et al on award tickets are higher on the upgrade list than Silvers who pay with cash.
August 19th, 2010 at 3:26 pm
@ Jeff Robertson.
Jeff,
Respectfully, much *has* changed for Silver Medallions and frankly I am not sure how you can state this. Since the changes into a ‘world class’ rewards program, Silver has been degraded almost to the point of irrelevance. Just to name one example is the boarding process. Now SMs board with Zone 2 instead of Zone 1. This is Elite?
Even this very post you have started demonstrates Delta’s posture towards SM: “Today we’re announcing an industry-leading benefit that enables Diamond, Platinum and Gold Medallion® members….” Silver Medallion? Back of the line.
Lastly, I do hope that you have a typo above in stating that SMs get 15% Mileage Bonus. If degraded to 15% bonus instead of 25%, this is truly a slap in the face. NWA at least treated Silvers to 50% Bonus miles.
Regards,
c|d
August 19th, 2010 at 3:39 pm
I think what JKand1 is refering to is the fact that the Sky Club memebership allowed access to the TSA special security lines, until one day Delta decided to retroactively state that this no longer applied from 1/1/10 on sometime in May or June. I know because I renewed my membership in April and this was one of the reasons I renewed. I missed making Gold again last year and unti I do this year I wanted to continue to have that perk. I also asked for an explanation and got a canned reply and when I asked my question again i was told I would get a reply and never did.
By the way to those who say well why haven’t you hounded them for a reply, how often do I need to ask for a reply from a company that claims to be best in class…
August 19th, 2010 at 4:50 pm
Many apologies for the typo in my previous response. The Silver Medallion mileage bonus remains at 25%.
August 21st, 2010 at 1:03 am
I have long felt a Sky Club is needed at McCarran Airport in Las Vegas. I contacted your Atlanta office once the relationship with Continental, which maintains a Presidents Club at McCarran, was severed on Skyteam. I rec’d a somewhat dismissive response from your Atlanta office, who very erroneously expressed the notion that Las Vegas was a tourist town, and Sky Clubs were meant for business passengers. Well, not only do I travel to Las Vegas only for business and am Platinum Medallion, Las Vegas happens to be one of the most popular conventions cities in the US, and your fifth-largest station in the US that isn’t a hub. I’m hoping the ignorance of this earlier statement will be realized and rectified, and a Sky Club will find its way to McCarran …
August 29th, 2010 at 7:15 am
Jeff – As VP of the skymiles program I am sure you receive your share of positive and negative responses from loyal delta flyers. It must be a tough balance to award frequent flyers fairly across the board. we have all similar issues. The greatest impact (both negative and positive) I see in the way we travel is the ability to discuss travel related challenges with your front line employees. Gate agents, flight attendants and reservation agents are firemen and fire starters. Being able to award these people in some fashion will allow us to be a solution to low moral which we have all seen more times than one. That being said , I liked the “at a boy vouchers” that were mailed to us a couple years back but there was no way of knowing what that meant to the agent. There needs to be a way we can truly inspire the front line managers to engage the frequent fliers more easily and positively. In the same text they need to be able to know who we are and what impact we have on them. Diamond, Platinum, gold, silver etc… This group is pretty select.
August 29th, 2010 at 11:10 pm
Jeff,
I’m pretty shocked you’ve only recently tried to improve the Award Calender booking engine. It’s been absolutely horrible and practically unusable for YEARS. To date I’ve seen very little change in the problems and lack of LOW award tickets.
I am pleased about the complimentary award ticket upgrades, and the first class cabins on shorter CRJ flights. If DL can DRASTICALLY improve the award booking engine so that’s is on-par with other major airlines, and offer much more LOW availablity in biz-elite, then I would reconsider my decision as a Platinum to discontinue my DL relationship in 2010 due to the ‘Skypecos’ program.
September 7th, 2010 at 10:23 am
What is a Delta PIN number? Just trying to get a Frequent Flyer number I’m required to have one, but I don’t know what it is?
September 11th, 2010 at 4:57 pm
Please bring back the ability for ** ALL ** Medallion members (I’m Gold, but just barely) to select bulkhead seats at time of booking … opening, say, just the A-B-C seats on the map would be a welcome step
Please give ** ALL ** Medallion members the ability to make Same-Day Confirmed flight changes within a 12-hour window rather than the current 3 hours … 3 hours is useless if you discover or decide at 5 AM that you really need/want to take the 7PM flight rather than the 7AM that you’re booked on … further, the window should extend over midnight to enable switching from, say, the 1230AM on Thurs to the 10PM on Wed
Please reexamine the terms & conditions of the AmEx Companion Certificates to make using them more customer-friendly … specifically, I don’t mind that they are limited to the lowest inventory, but I should be able to construct routings without being subject to origin-destination rules (last year, over a month in advance, I could get WAS-xxx-SAN in L/U/T depending on the connecting city, but the only thru fares were in Q and above … had to use the certificate for L seats to SNA, and drive the 80-some miles to and from SAN)
September 13th, 2010 at 12:48 am
When Delta took over Northwest, I have to say, there were alot of reasons to not stick with Delta. Many of the benefits of flying with Northwest were taken away under the Delta brand. I did, in fact, start flying and “test driving” other airlines. Then, it seems many of those great Northwest benefits are starting to come back. The upgrades for FF tickets is the latest. The return of Perk Choice is another. These are welcomed benefits that now put Delta almost at parity with what Northwest Customers previously enjoyed.
Perhaps the biggest gap that remains between Delta and Northwest is the ability to standby and / or change flights easily. NWA’s website allowed a Customer to easily change flights, standby, confirm flight changes, etc… Delta, however, requires a phone call and can only be done within 3 or 4 hours of the flight. Not very Customer friendly for sure.
So I applaud the efforts to look for ways to add value. Fortunately you’ve got a great playbook to pull from: NWA. Get back to the value they provided and you’ll be rewarded. I wont need to “try out” other airlines any more!
September 13th, 2010 at 4:43 pm
Why do I feel that Medallion upgrades have disappeared. I’m platinum. On my five most recent flights I did receive upgrade clearance at all ( even on flights I could see on line which had less than 15% loads in first class) and was dumped in with the standbys at the gate.
If you are doing away with the Medallion upgrade benefit, then be upfront about it. It’s not customer friendly to promise something that doesn’t exist.
September 21st, 2010 at 1:39 pm
Ever since the merger I have become a less valued client. As a Million Miler + and consistently a Gold Medallion level (and occasionally Platinum) I do not feel that the loyalty I have shown Delta over 20+ years has any value at all. For the first time I believe it is worth my while to begin building a relationship with another airline. If I am not going to be able to upgrade with Delta I might as well ride coach with someone else. Prior to the merger I was upgraded 90% of the time – now it is less than 5%. It’s very frustrating and a real client relations problem that is not being addressed.
September 22nd, 2010 at 10:25 am
Jeff,
On August 18th you wrote:
“For those who have also left comments here, thank you for your feedback as well. I appreciate your continued patience as I work to respond to each comment in a timely manner.”
It has now been over a month, and comments continue to be posted with a common theme that Delta no longer seems to value its long-term loyal customers. Will you be responding soon to these valid and important concerns?
September 27th, 2010 at 12:34 pm
Thank you to everybody for your continued feedback. Please know that I am always reading your comments even though I don’t post as frequently as I’d like to. We take each of your posts very seriously and we’re always working on ways to further improve the SkyMiles program–your input helps make that happen.
It’s clear based on your feedback that we haven’t been meeting some of your expressed needs. As our loyal fliers are our priority, please know that we are focused on continuously improving the program benefits and your travel experience through the rest of this year and throughout 2011 (http://www.delta.com/skymiles/about_skymiles/skymiles_program_updates/index.jsp). We’re improving our Preferred Seats options as a direct result of your feedback, and we know the Award Travel booking process and calendar are priorities for you–which make them priorities for us. In 2011 please also look out for an introduction of a miles and money award option, Elite benefits on Alaska Airlines and ability to redeem Mileage Upgrade Awards online.
Your comments are helping us make the SkyMiles program even better. Again, thank you for your feedback.
October 6th, 2010 at 3:56 pm
Jeff,
I’m writing to bring the following for your attention so that you can ameliorate situation as I am facing a difficult problem, although I have been loyal Delta frequent flyer for over 13 years as a gold and platinum member and now on gold currently.
.
Over the years, I fly Delta and collect miles scrupulously so that I can have my old parents travel Business Class on their trips to India (to Bangalore) and back because it is a really long flight. I would ensure to select Delta flight even to places such as Vegas, Chicago from Fort Lauderdale although other airlines had direct flight I have enrolled in every promotion possible with partners and American Express to accomplish this.
This was my regular practice every 2 years during the past 10 years now. But I find I cannot do this anymore because Delta has raised the number of miles to acquire almost any award ticket and is severely restricting the availability of low mile awards.
In the past, I would find that even though it was difficult to get award tickets, one could always find them, very often at the last minute if one were flexible on the dates. I had no success getting any such seats for months .Because raised mile requirements of Delta cannot be combined with others even for partial travel. The combinations are incompatible. Now I’m trying the last minute availability (that used to work) and there is no success as well, because the seats are there, but Delta has raising the number of miles to acquire almost any award ticket and for severely restricting the availability of low mile awards.
I’m sure you are well aware of this from the forums on http://www.flyertalk.com. They say that frequent flyer customers are only second best, the best are the ones who pay for Business Class.
Occasionally one would get something one segment in coach but it uses up Business Class. Previously one could block this and change it later with a smaller fee but now with $150 per person its $450 for a family of 3 to make a change makes it really unaffordable.
So essentially my efforts for these 2 years and 450K mikes are worthless. If I have to buy coach tickets with cash, its very disheartening. I might as well fly other airlines so that I have the baggage allowances and other benefits on multiple airlines and stay silver on all of them. Only those that travel long distances seem to understand the difficulties,and certainly not those sitting in glass A/C cubicles
I hope someone can help with this award ticket reservation that I have been trying for months and now its time to travel and I don’t have to give up on Delta because if the miles are worthless, what’s the point of being loyal.
If I’m not valued because Delta values only those that pays for Business Class, then loyalty is moot.
Thanks for reading.
October 14th, 2010 at 4:22 pm
Hi Jeff,
I was NWA elite member for over 20 years and now DL Diamond Medallion, I am glad to see previous NWA elite benefits are finally (and slowly) coming again.
One question regarding benefit improvements in the fall of 2010 is “add the ability to upgrade on Alaska Airlines for Diamond, Platinum and Gold Medallions, as part of the Delta and Alaska partnership expansion”.
Is this happening? I fly Alaska airlines almost monthly for west coast travel but I haven’t seen any Medallion upgrades yet (in the middle of October). We used to get AS upgrades at the counter on the flight date. Do you have further details about this benefit? Thanks!
October 21st, 2010 at 4:38 am
Jeff-
Hope to see the NWA benefit on making changes outside the 3 hour window on the same day available on-line. While I have always been Delta flier and am currently Diamond, this was nice perk whenever I traveled on NWA and many times took NWA flights for this reason alone.
Seems like if this benefit was expanded and put into your portal, there is savings cost to you for no personal intervention and flier greater satisfaction.
The other Diamond benefits have been great, especially the gifting of gold status and now award ticket upgrades.
All of these makes the weekly travel grind a little more pleasant later.
October 21st, 2010 at 8:06 pm
Hi Jeff,
I’ve been “diamond” medallion ever since you had it (and would have hit that level the previous 3+ years too if available).
I appreciate all the perks Delta provides to people like me – I can’t remember the last time I didn’t make it into first class if seats were available before the flight.
There is however one area I’d ask you to look at – relaxing of rules regarding using either miles or upgrade certificates on international flights.
Like most flyers, my company dictates that I use a travel agency and that agency strictly enforces company travel policy. It is my companies policy that we use the lowest class fare possible when booking, and that we book at least 1 week in advance. Perfectly fair. But, this means that I can only very very rarely upgrade on international flights (because I always seem to get an H fare, rather than the Y, B, or M class your require). You’ve had this policy for years, so I’m used to it.
But here is what irritates me: As a diamond (or even platinum), one of my choice benefits is system wide upgrade certificates. Great! Except, I can never use them (because I can’t ever get a YBM fare). And I don’t ever need them domestically because I’m always #1 on the upgrade list. So they aren’t worth much. Which would be OK with me at platinum level – I just choose the extra miles. But at diamond level, I choose the extra miles and then…? Well, the system upgrades aren’t much value; the skyclub is of no value because I get it at diamond anyway; the $200 delta voucher is of no value (heck, I travel 150-200K a year – I haven’t paid for a ticket in 10 years!); and I can’t choose the 25k miles again!
I know, I know, I sound like an NBA star making $20m a year complaining about money, but maybe YOU try flying 15 hours straight in coach! What I’d love is either:
- let me use certificates to get into business class with H or lower fare classes (making them cost more is OK – 2 certs per leg for example)
- or secondarily let me choose the extra miles TWICE for diamond choice benefits
Hope I articulated my thoughts clearly! Thanks in advance for considering.
Regards,
Danny
October 26th, 2010 at 4:22 pm
Well what’s the point of miles when it takes 40K to get across country?? I can buy a ticket for under $300.
November 2nd, 2010 at 3:44 am
Hi Jeff!
Looking over the comments so far, I didn’t see the standard annual plea from Hawaiians to be treated as equitable (not even asking for equal) customers in the Medallion program…. So here it is
.
We LOVE Delta in Hawaii. Best flight attendants in the world. We LOVE Kat Lee!!! The guts of our issue is that while the other 49 states, Canada, Caribbean, and Mexico (if memory serves) get to use the comp upgrade program for S,L,U, and T tickets, we residents of Hawaii can’t even use miles or pay money to get the same upgrade a NYC-LA passenger gets for free. I realize that Hawaii is a destination that most are happy to forego perks, those of us that live here, get porked and overall, a lesser program. I’d ask Delta to allow residents of Hawaii, of Medallion status, to be able to use the standard same day pay upgrade from any fare (like S, L, U, and T fares that the other Medallions get to do for free). It really does seem like a no brainer win-win as the seats would typically go empty anyway. Unlike on the mainland, you’d be getting reimbursed for the meals and drinks. I only have three words…Please…please….please!!!!
Mahalo!
November 2nd, 2010 at 3:47 am
Ps I LOVE the Skymiles program and the new rollover. Correcting the Hawaii issue for residents would make it the best!
November 4th, 2010 at 10:36 pm
You really need to re-evaluate the Sky Priority program, as leaves all of your Silver members feeling unloved. Delta is currently 2 airlines, one for Gold and up, and one for eveyone else, including Silver. NWA did a much better job of trating silver level elites as customers whose loyalty was valued.
As far as I can tell, Delta does not even issue new cards for Silver, as I achieved silver status over 2 weeks ago and have received zero communication from Delta as to my new status, I did even get priority boarding on my 31st leg this year. In my 14 years of Silver / Gold / or Platinum status with NWA the level changes were recognized instantly, and new cards were delivered within 14 days.
November 14th, 2010 at 1:26 pm
I realize that traveling to and from a Hub is a benefit for easy travel with fewer connections, but it also makes it more difficult to maintain a certain level of status since I get fewer MQM for each trip. What brings this to mind is I am probably not going to make Diamond status this year even though I fly the same number of trips as a co-worker who does not live in a hub. He has already reached Diamond for next year.
I call it the “Hub Penalty”
Any thoughts about making it easier for Hub members?
In any case I still love Delta and the many medalion benefits I get!
November 21st, 2010 at 4:10 pm
Dear Jeff,
As a PM (next flight in a week to give DM) filmmaker that has this year gone through the Medallion ranks quicker than you can send out the welcome packages I have had the opportunity to see a few places where you can make us happier…and happy fliers are return customers.
1. Take notice that the Los Angeles Airport Baggage Claim is TERRIBLE. For 15 flights this year that I’ve taken—90% have taken over an hour to get the bags, and most of the time have switched carousels without an announcement. So while I love-love-love the new Skyclub Lounge at LAX—I dread the return to Terminal 5 and the hour wait for my “priority bags”.
2. I feel I’m a smart traveler, but when I’m traveling on KLM and other airlines I feel quite retarded because I can’t pick my seats, and preferred seats had to be bought in Amsterdam. I got hussled for $70 a seat for us to sit in a preferred seat. Craziness.
3. When do you not feel like a Platinum or Diamond Medallion? When you need to take a certain flight and aren’t able to purchase First Class or get upgraded. Then, after spending hundreds of hours in flight, you’re stuck paying $6 for a movie, and $5 for a sandwich, and $12 for internet. When I have a few extra seconds to read the forums, I have to agree—Europe (and S. America) airlines have the basics down. So I guess the question—How much does Delta appreciate their most loyal of customers when they sit in the back of the bus?
4. On a similar note—Why not let Diamond Medallions board with First Class? Are there THAT many that it would mess the system up? There is such a loyalty disproportion from Silver to Diamond (100k miles) that it doesn’t make sense to board both at the same time (this is important on the smaller aircraft with limited overhead space).
5. I’m excited to become a Diamond Medallion—but as @DeltaManiac mentioned—I’m not seeing too many benefits because I (like thousands of others) already have the Platinum AMEX and PL Delta AMEX. So, what’s the big benefit? Systemwide Upgrades? These too are a bit deceiving in their value….They are not upgrade certificates—they are upgrade Discount Coupons. They save a fraction of the cost of the First Class Ticket. Traveling from LAX to Sydney still costs $3,500 for the Y,B,M fare. So with my certificates, I get the ability to shell out thousands of more dollars to Delta for the upgrade, whereas other airlines do not do this as a premium perk.
I, like other that see open seats in First Class on my way to row 33E, on a 12 hour flight make me a little frustrated. Open them up to DM’s. Please.
6. A small, but amazing, change for PM’s and DM’s would be not charging for surfboard/snowboards. I know it’s about baggage revenue—but the benefit must outweigh (no pun) the costs.
7. Somewhere along the lines flying became a business, and all the fun of being able to travel to the corners of the earth has had the air sucked out of it. With charging for bags I’ve seen fights on planes….stressed out flight attendants…stressed out pilots. Last flight from Quito I had a pilot ask the flight attendant for a cup of coffee and what I heard from the second row in First Class was what seemed like the most crazy crazy request ever. She let it be known that it was not cool. I was sitting there thinking—He’s the pilot. It’s a cup of coffee. Have some humor and let’s not begrudge the guy who’s supposed to get us there safely.
There are flights that haven’t been that way—but it’s a PEOPLE based service. One of the best flights was when the flight attendant was fun—and funny and did their job well. Again, the business, I know. Being Medallion, I have seen a lot of people both good and bad, but the choices that the Executives are doing are affecting the ability of Delta’s people to do their job with humor, humility, and compassion.
Most of my concerns about staying with Delta for the years to come is that the effort that I’ve maintained to stay loyal to Delta, even when the scheduling, routing and cost is not convenient. Staying loyal in a marketplace such as airfare is not easy, and I want an airline to make it an easy choice for me to stay with them.
Thanks for taking the time to read this. I believe that in order to build a better airline (you’ve built the biggest) you can simply listen to the people that use it the most.
December 9th, 2010 at 10:52 am
@joegilmore Couldn’t agree with you more about Hawaii, living in LA it’s our “west coast” destination of choice…would be great to see upgrades to our 50th state.
@gsgreen Please don’t get upset about not receiving a skymiles introduction package–my Diamond Medallion (100,000 more miles than silver) is nowhere in sight after 3 weeks. I was thinking, too, that this was an important milestone for me…and for Delta. It doesn’t appear to be so.
Jeff,
It’s been a couple months since we heard from you—can you please weigh in on the comments thus far?
December 10th, 2010 at 6:32 pm
Not to drag the conversation on about DM Status and how it stacks up to other premiums….but Delta is making it really easy to not be satisfied with the extra 50,000 miles from PM to DM
For example
If we are purchasing First Class/Business Elite tickets—that have the skyclub included—is having Skyclub Membership really a benefit of being DM (not to mention if you have PL Amex…etc)?
And, likewise, the lure of a “VIP” line isn’t realistic either. You’d think Skymiles members who rack up a couple hundred thousand miles a year should get a person—not a machine. The “VIP” benefit is the same as Platinum or Gold medallion—just a different greeting when you finally get a real person.
December 13th, 2010 at 3:12 pm
This is an old thread, and not quite on topic (awards ticket upgrades), but I’d like to make a comment none the less.
I recently graduated to Platinum Skymiles status. As a loyalty reward, I was given a few options from which to chose. Therefore I selected the Silver Medallion Status to my husband because of the restrictiveness (excludes T fare tickets) on the other gift option of four upgrade certificates in an effort of upgrading together on the few trips we take together each year. As it turns out, he’s not upgrading anyway even as a Silver Member because of Status and fare even as my companion. Here’s my complaint: When he flies with me, I’d like some additional status given to him so that we can both upgrade together. I usually have to give up my upgrade to sit with him…we both lose. The pendulum doesn’t swing the other way unfortunately. We only lose…no one wins. The chances of him upgrading are so infinitesimal that my gifting Silver Status to him and our companion ticket hopes of two upgrades so far are more than worthless. Why even bother?
I feel Delta is being insincere with this gesture.
December 31st, 2010 at 9:33 pm
As a Silver Member for the past few years, I’ve noted few changes to the Skymiles program over the years and the recent ones initially appeared to reflect improved service. My wife enjoys spending my Skymiles from time to time in the Marketplace, and she tells me that the value of a Skymile has dropped from nearly $0.01 to about $0.0033 during the past year. In my perusal this does appear to have occurred. I understand that the path to profitability is long and hard but this should have been announced… or perhaps I missed the announcement. What is the official statement on this?
Thank you. We enjoy flying Delta and the Silver perks are helpful… perhaps Gold soon.
January 1st, 2011 at 10:22 pm
i agree with all the other silver medallions out there who are frustrated at delta’s continuing effort to lose customers i just qualified for my 4th consecutive silver year and its amazing how different we’re treated now from how we were when i first became a silver the new sky priority designation which we’re left out of really stinks on all levels i called delta corp and complained and they gave the usuall you still get all benefits i don’t care if that might be true the point is if delta has a silver medallion tier then don’t make us feel like regular customers delta can still give benefits to their higher tier customers without taking away our benefits i’m silver on continental also and it’s amazing how much nicer they treat me i once told delta that if they keep treating me horribly i’d switch to continental to whith they said good riddance talk about customer service bottom line delta’s going out of their way to make everybody but their diamond tier members hate them
January 2nd, 2011 at 7:15 pm
I feel your pain. From a business model, the silver group should be where Delta should be mostly concerned. All of their new Diamonds and Platinums come through here first. Sure, they should receive additional benefits stratified, but there should never be a time when competitors, like CoA have a better entry level program. If you don’t start out with Delta, you’re not going to ever get to diamond. At this point, the other airlines do offer more at the first level. I love Delta, but not to the point of accepting less. I am a dual first level status with Delta and CoA and I am using CoA until it changes. Got to remember, 5 silvers have the same or greater business impact than one diamond. Taking the security perk away from the silver while the other airlines still honor it in their programs is a mistake. But…that what business models are for. I hope they reconsider. If so, I’d prefer to fly Delta (all things equal).
January 3rd, 2011 at 6:23 pm
@joegilmore – Silvers never had access to the security lines unless they were already confirmed in First Class.
January 4th, 2011 at 1:19 pm
i know silver never had the security line perk but we used to board with all medallions, true we were always zone 2 but zone 2 was all medallions so we were all the first people on the airplane traveling coach so all of us could get on early and get overhead storage bins now because of sky priority, coach is already half full because every medallion besides for us have already boarded i don’t mind if diamond tier boards zone 1 but why all tiers but silver i think thats really not fair and checking on in atlanta, true they have a silver check in but its only 1 agent there as opposed to the sky priority check in which is a whole desk this’s what i and all silver medallions mean that we’re being left out and being made to feel like regular customers
January 4th, 2011 at 3:58 pm
While I can’t speak for anyone but myself, my tickets have always allowed me to use the priority security lane at HNL, LAX, SFO, BOS, and NYC, until the recent change. At CoA, still does.
January 6th, 2011 at 12:04 pm
Does anyone at Delta read this? I don’t see any responses.
January 10th, 2011 at 1:50 pm
hi jeff you haven’t responded since the end of september can you please respond and tell us what delta plans to do with all the complaints from their silver elite clientele concerning sky priority, if they plan on doing anything at all please don’t say that nothing’s changed because being a silver for 4 years now, and seeing the difference from then till now, i can honestly say that things did change. my last flight on december 28, when every east coast flight was canceled, in atlanta’s concourse e, the rebooking desk at the beginning of the concourse had 4 people in line by the sky priority, and at least 50 by the regular line. i used to be able to go to the elite line, now i could only go to the normal line, so please don’t say nothing changed. also, when i boarded, instead of only waiting for first class, i had to wait for like 20/30 people to board, most of who were in coach. i saw a blog at flyertalk where silver elites were complaing about sky priority where somebody posted ‘how many times do you have to beat the horse to death’ to which somebody else replied ’till the dead horse gets it.’ please respond soon and respond with something meaningful, like silver will be included in sky priority, as opposed to the meaningless ‘nothings changed for silver’ thank you
January 10th, 2011 at 2:27 pm
Happy New Year. DM here.
Delta’s loyalty to those being loyal is questioned at both the beginning and the end of the spectrum. The new year has brought out the same complaints—taking privileges away from the lowest tier, and faking benefits to the top tier.
@joelgilmore I can tell you that the benefits as a DM are not, in fact, as great as they seem. After 50k MORE miles….No gold envelope to ride in the glass elevator when you receive your DM package. In fact, it comes exactly as all the others do–including silver. As a PM and having DM in sight–I was encouraged to purchase more expensive and more layover seats in order to receive DM status—feel like a bit of a fool now.
Especially since Wednesday I take a trip to Hawaii—land of empty seats and no upgrades.
Welcome to Charter Member of Diamond Medallion—the BEST of the BEST.
I suggest those that have an issue to not come to the blogs, it seems there is no remedy here for your not-so-fun travel experience(s). I suggest that you take it to the very public and very responsive twitter-nation. Send a tweet to @DeltaAssist and hopefully they can help you. My publicist friends often use this to get quick responses.
With technology advances as they are, I think, Mr. Robertson, that waiting 4 months to respond to your own blog is ridiculous. You have thousands of fans out there waiting…anticipating.
January 21st, 2011 at 9:11 pm
I am so tried of delta skymiles club. Because i was with Northwest Airlines and had miles with that company. But when delta bought Northwest airlines my miles disapear. I call northwest airline and they told me that Delta would take care of this problem. But so far delta has been pain. they do not return phone call or email. I have tried to call and spoke to people on there phone all they said we will get back with you. I tell them that some used my miles for a flight. I tell them that i been out of the country and i would like my miles back so that i can used them for my trip in japan on feb 27.
I have beg and beg to have miles back. Delta say they are good airlines they really have some big problem. I wish northwest was back or my little miles that i have i could tranfee them to another airlines.
January 24th, 2011 at 6:43 pm
tm1597, call 404-715-2600 wait for the switchboard operator and ask to speak to delta’s ceo. they’ll transfer you to the executive office. they’re much nicer and probably’ll be able to help you
February 6th, 2011 at 1:49 pm
Jeff,
How can you say you read these postings, yet consistenly ignore all of these pleas for an acknowlegement of our concerns and what is being done about them? This is YOUR blog, yet you have added nothing substantial since August 18, except for a comment on September 27 that you were taking our concerns seriously. PLEASE RESPOND.
February 14th, 2011 at 2:26 pm
Hi to all who have commented. As a travel coordinator for 20+ coaches and trainers all across the country, I have had the opportunity to watch the changes to not only the NWA/Delta merger, but also the Continental and United merger. I have travelers in all categories of elite status. While I understand the laments for upgrades from Silvers and Golds that used to be upgraded more regularly, I can also see what Delta has done is really not that different from what the others are doing as well. I have one traveler that has racked up enough miles on Delta to be Diamond and Platinum with Continental. I can tell you for a FACT that as a DM he was upgraded at least 5 days out on every flight, except 1 last year. Continental on the other hand, had almost EVERY single flight requiring a day of flight upgrade or changing the fare to first class. There are so many things that go into how upgrades are handled. However, I do still see that Delta has the best upgrade policies out there. While Silver medallions may feel like the lowest rung now, there are still benefits and you are not the lowest on the list. Try asking for help on a flight that has been canceled due to weather delays without any status. It’s almost impossible to get help. Look again at what the difference is in value for miles flown. 25,000 miles for the year compared to 125,000 miles should have better rewards. My one complaint is that it would be nice to have the upgrades from lower classes of service with certificates and SkyBonus points, and to be able to see if a flight is upgradeable without having to call.
March 1st, 2011 at 3:08 pm
Here’s what I don’t understand – as a past Diamond status person I have only rarely not been upgraded so I can’t complain too loudly on that score but recently I tried to use my system wide upgrades on a international flight. They moved me up on the “over the water” portion (on Air France) but for the in country part of the flight they tell me “no upgrades available”. Looking at the flight on line I can see that the front of aircraft is totally open – so the only explaination I can guess is that they are blacking out flights. I have to guess because Customer Service tell they don’t know – they can only see what their screens are telling them.
These system wide upgrades are supposedly a perk of being loyal with Delta – but it appears they only want to honor them when they cost one of their partners $.
Really disappointed with Delta on this – unfortunately it doesn’t look like they read their own blog so I suppose the only way to really complain will be to start looking at other airlines.
March 9th, 2011 at 1:38 pm
@LarMcJ As a charter DM, and currently a DM, I concur. The system wide upgrades are nothing more than a coupon for a percentage off. You’re still going to pay thousands of dollars extra to use the perk. It’s not a new concept, in fact, I’m sure Chucky Cheese has the same discount coupon program for repeat customers. And on partner airlines, it’s a coupon not to Premiere, but to Economy Plus. A real eye-opener to the reality that is self-appointedly the “Best” Frequent Flyer Program in the world.
If you’re looking to get those complimentary upgrades over the water, because you continue to be loyal and fly 125k miles or more, there are slightly hidden programs to transfer status. Goes both ways, and often requires a test period.
March 28th, 2011 at 11:26 pm
Dear Jeff,
In the latest “Plight of Diamond Medallion Benefits”, just went online to do research using my “System-Wide Certificates” to upgrade on trip to Japan (to help in efforts…might as well use benefits to be comfortable on the trip). The lowest fare ticket that I’m able to use my certificates for (in M class) is $3288.50, while the first class fare itself (not using certs) is $3607.50 Proving my point that these certificates are fairly not worth the extra 50k in MQM’s. I mean, seriously—two certificates are only worth $400? Can I combine all 6 to get half a ticket?
I think you’ve done a great job at advertising how great these certificates are—but really….are they? AND, there are seats AVAILABLE on these Delta flights!
At 14 flights already this year, I’m seriously considering what makes Delta the right choice, especially in light of your ongoing radio silence.
I’m happy that you’ve gotten on Facebook, and I’m delighted that I can check in 50 different ways, and I’m okay that silver medallion get on at the same time and stick every bag in the overhead, but if the benefits for DM loyalty SEEM too good, it’s only because it’s truly just a MIRAGE.
V/r
March 31st, 2011 at 6:47 pm
Aloha V/r!
Congratulations on being an elite Diamond! Be careful on dissing the Silvers to make your point. It’s a much larger base and responsible for more total revenue than the Diamond and Platinum programs combined. Silvers are the foundation of the program to which you are a member. In a business model, one should provide the broad base benefits for just being in the elite program and then stratify from there with additional targeted cumulative benefits at each strata. Yes, you do individually fly more than silvers, but it only takes 5 disgruntled silvers to offset a diamond. If they erode the program for silvers, they will have less to offer diamonds.
J/oe
April 3rd, 2011 at 3:51 pm
Jeff,
Your continued silence speaks volumes. Despite your comment from EIGHT months ago that you would “love to hear our comments” you continue to ignore our repeated requests for a reply. Your request for our input seems insincere at best. If you are not reading these comments (and I shudder to think that maybe you are yet continue to ignore them) then I hope whoever in your department actually does follow them realizes that we need a response and we deserve a response and brings them to your attention post-haste. What kind of loyalty program is this, when your most loyal customers beg you for a response and yet we continue to hear nothing?
What has happned to Delta? I am a million miler, yet your blind ear to our pleas tells me you really don’t care.
April 26th, 2012 at 5:46 pm
Hello??????????????????? 2 years later… i get it…you changed your mind.. Can you at least say that?
October 27th, 2012 at 11:22 am
IDEA: Since overbooking is the new business model in the industry, why not offer volunteers an option of getting MQS’s or MQM’s in lieu of “Delta dollars” or free trips?
I fly just about every week and, sorry, but the LAST thing I want to do on my time off is jump on another plane. It’s just that my current client is a short hop away and it’s going to be very close for me to re-qualify for my Platinum, so I never volunteer.
October 31st, 2012 at 4:13 pm
Aloha All!
I had a real simple to fix issue come up a year or so ago. I wrote customer service, then the upper mgt including the CEO. I got no response there either. Sooooo, a year± later, I am now a United/Continental elite. Over the past year, I went down to HNL for a couple of weeks and got 2023 promises at the Delta baggage claim that the passenger’s next trips would be with a different airlines after hearing my story. It was a lot of work, but had to cost them almost $1,000,000 if even half actually kept their promises. Sent a follow up to Delta management with the names of several of the people that I talked with and still no response. That’s when I realized the bad shape Delta’s management was in. My latest trip is a trip to Cuba. I have 3 legs each way to Miami (6 total). As a United/CoA silver, 4 legs were upgraded to 1st class (drew ‘Y’ fares) and one of those is on the new 787 Dreamliner! I’ll be the first person sitting in that first class seat ever! (SFO-IAH)
Soooo, Delta has the better flight crews, but United/CoA blows them out of the air on management for me.
November 22nd, 2012 at 4:15 am
I’m not for sure what happen with Delta Airlines but this will be my last time flying with Delta.
I have been flying for almost 20 yrs and never had and experience like this and I have not even got on the plane yet.
I called your customer service department to ask about your Same Day Confirmation program and I spoke with six different representatives.
Three of the reps, after I asked them three times if I could use the program, even though I purchased my ticket through priceline, they each told me I could use the Same Day Confirmation program.
While on this horrific journey through this process- I also spoke with three other reps/supervisors and they told me that I couldn’t use the Same Day Confirmation program.
At this point I was so confused that I went online to research and read the policy for same-day travel changes. Well needless to say that didn’t clarify anything either. In the same-day travel changes program- the policy states: The same-day confirmed option allows you to change your flight time on the same day of travel for a fee of $50. To use the same-day confirmed option, you must confirm your new flight within 3 hours of the scheduled departure time. If you have a flexible fare (usually a refundable ticket), you may be able to change your itinerary without a fee. The same-day confirmed program is subject to change and the rules in effect on the date of travel will apply, regardless of the date of ticket purchase.
So my interpretation of the policy is that since I don’t have a “flexible fare/refundable ticket” I will have to pay the $50 automatically- which I was fine with and told all the reps/supervisors I would do.
It is also noted that I did read the part where it says ” The same-day confirmed program is subject to change and the rules in effect of the date travel will apply. I asked the agents that I spoke with did any changes take place from the time I purchased my ticket- till to day (11/21/2012) and the answer was no. So please tell me where I am wrong and that I’m misinterpreting what is been said and printed? If it is Delta policy to not allow “Third party purchases or outside agencies to take advantage of The Same-Day Confirmed program ” PRINT IT IN THE SECTION: SAME-DAY TRAVEL CHANGES and all your reps should be on the same page. It is unprofessional and frustrating to me as a customer, to have to go through such a circus to get- what ever the correct information is- I’m still not sure and have had the run around from Agents and Supervisors like Jonnie Lee in your Cincinnati, Ohio or Utah- which ever one- who told me she was leaving in 12mins and that she didn’t speak to other supervisors because it was against policy- which was a complete lie. Or Luisa (Employee#6K) in your Salt Lake City call center who because she was a supervisor and had the authority to assist me but wouldn’t. That was the last straw. Delta was the first airline I flew, when I was 17 years old. I flew from Kansas City to Atlanta, from Atlanta to Miami and back from Miami to Atlanta and home to Kansas City and that actually means something to me but I refused to be treated and made to feel like you all just don’t care. Your Agents/Sups and Reps are RUDE and Misinformed and for that- I’m through with Delta!!!
January 17th, 2013 at 3:44 pm
Ok, so here we are in 2013. So more than 2 years late, just wehn is delta expecting to make upgrades bookable on its website. Guess they have been too busy figuring out how to reduce MQMs i nstead and making worthless miles even more worthless. Just booked an award for 1/3 of what delta wanted on Star Alliance.
If you want customers to fly DL, don’t try to drive them into ful fae business class and away from other carrkiers in Skyteam by manipulating MQMs: instead offer the same or a better level of service!
March 10th, 2013 at 11:54 am
Well here goes nothing! (Just another complaint) While I’m happy for those world traveler Silver and Gold and everything glitter members Delta has long left behind the “little guy”. You know that one that travels once or twice a year! Delta does not want those people’s loyalty or business! While I used to be a fan once now the program is unrealistic for the average person. A round-trip ticket that used to be 60,000 miles is now 120,000 or more. The elusive “LOW SEASON” that is listed on the award chart “DOES NOT EXIST” for practical purposes. If you don’t believe me try it! Try to book a CONUS one way flight for 12,500 –IT DOESN’T EXIST–ANYTIME!!! So good going Delta! Make the business profitable and rely on the business traveler who can afford you! The rest of us will have to fly with your competition!
March 15th, 2013 at 8:03 pm
Me and my wife both are diamond/Platinum members with delta for several years.
I am trying to understand the logic of one way/Round trip award ticket.
Whether it is one way or Round trip it is asking for same amount of miles.. For the past two years I am waiting for delta to take care of this simple fix. I tried for ATL- DCA round trip and One way. In both cases it is asking 25000 miles in the low period. Same thing with international travel also.
How can round trip and one way cost same number of miles? I looked at Star alliance and American airlines programs. Their programs are working perfectly fine. In those airlines, one way ticket requires only half of the round trip.
It will be good if the delta Business department and IT department takes gives a close look on this and fix the issue. Looking forward for a quick action on this.
March 17th, 2013 at 2:27 pm
After traveling on Delta since 1999 and accumulating over 600,000 miles I assumed that Delta viewed me as a valued customer. I also had continuous medallion status either as a gold or platinum from 2004 to 2011. I did not travel last year so my status was revoked. I recently wrote to the CEO of Delta asking for a reinstatement. No response yet. I am wondering if companies define valued customer only as people who continuously use their services or buy products very year. Certainly not our company’s business model