http://travelskills.com/tktarchive/2...ptfeedback.htm
Wow! Ticket readers have responded to Delta's move like they have never responded before. We have tried to post as many replies here as possible, but when the count got close to 200 we had to stop! THANKS! This is what THE TICKET is all about!
What do YOU think?
>I guess they think they will save some money this way. My question is why does Southwest Airlines continue to make a profit and not lay off any employees? What are they doing right that all the others are doing wrong? Unfortunately, since we fly out of Atlanta, Southwest isn't convenient.
>I think these new rules "SUCKS". Delta acts like they are doing us a favor by letting us fly on their planes. Its like we don't go through enough just trying to fly. AIRTRANS here I come!!!!!!!!!
>What do I think? I think it stinks! Delta has fairly
consistently played "follow the leader" in customer-
related policies, so, I really don't know why this
should come as a surprise. However, it still
disappoints me that they refused to seize a sterling
opportunity to stand out from the pack...in a good way!
>The airline and particularly Delta have enjoyed many years of screwing
the public. Now when things are tough, they want more for much less.
TAKE THE TRAIN!
>Deltas new policy will backfire-It stinks
>Just when I thought all of the majors could not get any worse in servicing their customers' needs, they implement these rules. If these rules stick, it will only continue to benefit the smaller airlines such as Southwest, AirTran, and JetBlue. Good for them! I am just amazed that in these hard economic times the major carriers seem to be further alienating loyal customers, and pushing them to find other means of transportation.
>The difficulties previously associated with using Delta on international flights is now why I am a 100K flyer on United, this just reinforces my decision.Thanks
>I can understand some of the squeeze, BUT there is no logic to charging
for going on another flight in standby !!! Isn't the seat empty ?
Isn't it better to have the person "go now" and free up a seat on a
later flight ???Can't win many friends with this policy !!! Do they forget that we fly
by choice, NOT because we have to ???
>I am a million plus miler and lifetime silver medallion member, but Delta is really nickeling & dimeing us to death! Go Airtran!!!
>While I appreciate Delta’s desire to cover their costs in providing services, I find that the concept of charging a $100 fee to fly standby is outrageous. As a Delta Medallion customer, I find it very offensive to think that they have the ability to meet my needs as a customer – AT NO INCREMENTAL COST TO THEM – and they had rather use it as an opportunity to make an extra buck.
What do YOU think?
>What do I think?
I think it is horrible that I can not change a flight for free when it is on
a stand-by basis. We normally are paying a higher fee anyway as a business
traveller and now this.
Air Tran is doing just fine, maybe Delta needs to look at their wage
structure and overhead !
>I can't believe they are charging $100 to standby for a flight on the same day as well as a fare increase if applicable. An empty seat is an empty seat, once the plane is gone, so is the seat. What do they gain by letting the plane fly with empty seats? They are nickel and dimeing the customers to death. If they want to increase travel, stop driving the customer away with such ridiculous policies.
>Obviously Delta and the other dinosaurs are hurting as they become more and more commodity-like. Unfortunately, they have completely overlooked the old retail advice to take care of your customer, or someone else will. The more inflexible and disagreeable they become, the more their customers will seek less painful alternatives.
>As always Delta is doing something to their passengers rather than for them. The response and resulting revenue might amaze Delta if they would enhance @ some point in their corporate lives. Darryl
>I think these policies suck and Delta is once again screwing the business
traveler whose schedule is often subject to change. Being a million miler
and Gold Medallion I am searching for alternatives to Delta's policies and
hope am beginning to find some. I'm starting to feel about Delta's new
management the way I feel about the baseball strike. If the baseballers had
gone on strike, I would not have renewed season tickets and would never go
to another game, no matter how good the Braves might get.
I understand that Delta and other airlines are hurting since 9/11, and
understand raising fares. I don't think it is right to do these kinds of
things to its best customers (business travellers) and I think it is
ridiculous for Delta to charge much less fares for someone originating
elsewhere, then flying through Atlanta to city X than the person who gets
on in Atlanta. with policies like that , Delta deserves to have customers
try to beat the system.I think Delta is trying hard to lose customers. I will try to driveeven more now.
>I feel like the airlines are just finding another way to get more money from the business traveler. They are already being penalized due to the fact that most do not stay over a Saturday night and usually do not know 14-21 days in advance to take advantage of the lower rates. I hate to say it but we have been screwed again by the almighty airlines.
>have logged almost 3/4 million miles with Delta and this will ultimately hurt their business....if they wonder why AirTran and Southwest are doing better than them, it is because they (AirTran & Southwest) seem to care about the customer. I have had many disappointments in the past with Delta and when I have attempted to communicate with them (letter & email) it has gone unaddressed. They seem to have a "lip-service" mentality and that is why their loyal base is eroding
>Lunacy !!!! We should revolt. No standby? Get real
>Why fly Delta for a premium when they act just like ATA?
>As if I don't go through enough hell with Delta since Sept. 11! It figures that USAir, the first to go bankrupt, would go for this "make it worse" policy and the others would soon follow. Hmm..does Southwest do this? When are they coming to Atlanta? AirTran....think I will be on them more often. The nerve of these guys. Why would I fly a short haul segment now knowing that I have zero flexibility unless I cough up $300-$700 round trip? I guess I better renew my membership to books on tape. I am going to enjoy the peace and quiet. I wonder what else they are going to squeeze us on? What a bunch of bean counting, don't see the big picture, corporate followers. I am completely disgusted.
What do YOU think?
>Here are my thoughts on the new airline ticket policies...
It is ridiculous to charge $100 for standby
Extenuating circumstances should allow for issue of a credit if the traveler
is unable to use or change the ticket prior to departure - what costs could
possibly be associated with someone not showing up for their flight?
Apparently the airlines no longer understand or care about customer service.
I choose to fly with airlines that allow for a little bit of flexibility.
It gives me another reason not to fly unless I absolutely have to.
I would rather give my money to charity than to see any US airlines get it.
>I am becoming increasingly agitated with Delta. This year I will pass 1.5 million actual flown Delta miles, so my prior loyalty to Delta is unquestioned. The most recent round of changes will simply drive me and all my employees away from Delta on an increasing number of flights. The airline industry is unique in that it reserves the right to treat its best customers (business travelers) worse than sporadic or nomadic summer discount travelers. Delta publishes 5, 10 or 15 different fares per route with many of the non-refundable fares substantially higher than competing airlines. Business flyers by many of the higher fares. It is the business flyer who needs flexibility to change plans on both outgoing and incoming legs of trips, whereas the cheap summer or vacation traveler often is travelling for an event, wedding, vacation, etc., which does not change. The business traveler who spends $20,000 to $40,000 per year on Delta, as I do, ought not be faced with loss of an entire ticket fare simply because things change or because of an accident on the road to the airport. Instead we ought to be allowed More flexibility to change flights and more flexibility to standby for flights; not less. If the threatened changes take place, Delta will simply lose more of us to Cheaper Fares from competitors who don't provide less customer service than Delta. Delta might want to consider a new paint scheme and name change to Greyhound or Trailways. We could all pay $0.20 per mile and receive the same level of customer service as the bus lines offer.
>Just another reason to book with an alternate airline and, unfortunately, a compelling argument for FTC intervention to break Delta's strangle hold on Atlanta so consumers can have choice and reasonable fares.
>THIS SUCKS!!! If I didn't have so many Delta Skymiles, I'd stop flying them today! My last 4 flights have been on Airtran, and I've been very pleased. Delta is nickle and diming their customers to death!
>I travel about 50% of the time mostly on AA. I feel I am a loyal customer
to AA and changes in schedule, traffic and appt. delays may cause you to
miss a flight. I am very disappointed that they have agreed to the policy
to no longer allow you to fly stand-by on a different flight on the same day
without charging. If the flight has empty seats anyway - they are not
loosing any money. I try to book air as far out as possible to get a decent
fare and make adjustments if my schedule changes by going stand-by earlier
or later the same day. I will not be able to make those adjustments as
frequently as before due to the charges. I guess gone are the days that a
business cares about the inconvenience of the consumer - it's all about the
almighty dollar!
>I don't have a problem with paying the $100 change fee up front if my plans
changes and am not able to take a scheduled flight. I actually think that
is a "common courtesy" to let the airlines know so they can resell your
ticket (of course, they always overbook). I do think that an exception
should be granted, if for example, the security line is excruciatingly long
and a flight is missed. But even then, assuming that your cell phone is
charged, you could still call Delta while you are in line.
I do have an issue with paying $100 to go standby on an earlier or later
flight. That is extremely rude and poor service from the airline. It
costs the airlines absolutely nothing to let you fly on an earlier or later
flight that is available. Plus, it opens up more possibilities for
flexibility on the originally scheduled flight. I view this as gauging
their customers. I also think that this could potentially cost the airlines
more money. For example, I would not be willing (nor would I think most
customers would be) to pay $100 to change a flight. Which may mean that
more customers end up being bumped for which the airline would be required
to compensate. Of course, I do realize that the airlines are in trouble and
the economy is still not recovering and the airlines need more revenue
sources.I am appalled by the possibility that base miles may not be given for
non-refundable tickets. Since I have been at LOMA, I have made Silver
Medallion every year--I'm not close to the next level. I would be
absolutely furious about being losing this privilege. I can't imagine that
Delta would see this as a winning options--many customers would be angry and
I don't see how this change would save Delta any money. The loyalty that
I have with Delta would evaporate if this policy were implemented. While,
I am required to use the lowest fare possibly at my company (which I would
do anyway), I have occasionally paid personally the difference to fly Delta
instead of the lower priced airline.
Thanks for the chance to provide feedback.
>Sounds like a crock to me. Just another way to make more money.
>I regret that this change has been implemented. Currently, I value my statusas a Medallion flyer. Unfortunately, this new change will force me to lookat cheaper fares on different airlines thus Jeopardizing my Medallion Status. I have enjoyed the privilege of the lower non refundable rates and the luxury of standing by for earlier flights. Also, shorter lines at check in have been an asset.I am afraid my corporation will make me shop my business. I already catchgrief for the fares with Delta. Non Refundable helps me stay with you guys.The added cost for processing should be absorbed by Delta or channeled in adifferent direction. Please don't change.That's what I think. If they stop allowing it for base miles I will REALLY be steamed.You know what they are doing? Instead of offering a better VALUE for a higher paying ticket they are DEVALUING everyone that flies on a low fare. That's no way to increase customer loyalty.
>Mark my words, this will drive more traffic to Airtran.
What do YOU think?
>I must have something wrong!! I thought Delta was trying to encourage more travelers. Instead they’re aligning themselves with an airline that is almost out of business. I guess that makes a statement
>I am really confused with the airlines new ridulous changes. Ex. NW
charges $25 for paper, other carriers charge $20. Some airlines say all
tickets after flight are not worth anything - NW is saying all but BIZ
fares and up.
Do you think you'll be putting together any type of cheat sheet for
reference on this?? Just wondering.
>The new changes by Delta are ridiculous! It appears that all Delta cares about is profit and Delta has forgotten about customer service. This is just a few more reasons why I will be flying someone besides Delta from now on! If Delta keeps this up they will be the next airline to go out of business! No customers = no profit!
>From a 200k/yr flier, mid-level elite w/4 programs who rarely flies full fare
and often gets to pay $100:
These new rules are really bad policy and will have many of us flying much
less. There will be many more arguments. There will will be no better service
for all this as well.
As many others have said, "where has all the fun of flying gone?"
>I have only one thing to say. What a crock. Anyone
with two brain cells to rub together realizes the
companie's intentions, and it's not to REWARD anyone.
FOR ANYTHING. If it is at all humanly possible, we
need to boycott the airlines. Period. Both business
and leisure passengers.
>Rail travel is looking better every day
>As my husband says, the airlines have forgotten who their customers are, and after they jerk enough of them around, the customers will find a better way to travel.....or not travel at all.
>I have NEVER understood why an airline wouldn't let a customer stand by for an earlier flight. It would seem that by doing so they get to utilize an otherwise empty seat and have the added advantage of being able to SELL the future seat. How can they lose?
>The recent changes reiterate how Delta does not care about the business traveler. Like other business travelers, my plans often change. I often go standby on an earlier or later flight or even change the day of my travel. These new policies will greatly change the way I fly. Delta continues to find ways to make travel more unpleasant for the business travelers. With a struggling economy, most businesses are trying to find ways to save money, not spend more. Travel is one of the first areas cut for most business, especially with the increased cost. You would think Delta would be trying to attract customers, not push them away. I have had Gold Medallion status for the last three years. Delta continues to make it easier to choose other carriers when making flight arrangements. If Delta sticks to these changes, I will quickly find an airline who cares about their customers and I promise this will be the last year I will have any medallion status with Delta. I hope other business travelers will join me.Never been able to keep track of what credits I have with Delta as a result of canceled or changed trips. The information is never volunteered and I'm sure the process to reclaim is convoluted. So, I'm ambivalent about Delta's decision to require a changed itinerary in advance of departure to claim any credit.I'm very much opposed, however, to Delta requiring a $100 fee for standby for a different flight same day. This is just adding on another burden for me. I don't willfully miss a flight. A client meeting may have lasted longer than I'd anticipated. There may have been an accident on the expressway. The parking lots were filled. Security at the airport could have been more snarled than usual. All external factors over which I have little personal control. This economic disincentive to use my time well ( I already try to schedule my arrival at the airport 1 1/2 hours in advance of flight) will further discourage me from flying at all.
>I want to be a part of any boycotts or anything we can do to protect the
consumer interest.
>This is what I was afraid of when US Airways made their announcement. Delta
had an opportunity to make them stand out from the rest of the pack and
continue to be customer service friendly, but, what they have done now is
just become like any of the other airlines. Based on these VERY restrictive
rules, they are pushing their customers further and further away to AirTran
who continues to make it easier to gain free flight benefits, enjoy business
class and semi-flexible standby rules on same day travel.
It's ashame that Delta has continued to follow instead of being a leader in
the industry. I hear over and over again from many frequent travellers that
AA's seats are more comfortable due to the additional few inches which makes
a huge difference in comfort. I hear about how United improves their
service in different ways. But, I have yet to hear Delta come through with
innovative ways to improve service. And now, this announcement.
I am pissed off at DL at this point. Delta offers customers nothing from a
competitive advantage, yet, hold Atlantans hostage. I'd much rather fly AA
for the legroom. It's time I take my business elsewhere whenever possible.
Using the Amex card and flying 3 RT's on AirTran sounds better and better.
Delta will lose it's leisure and business travel in a heartbeat. Watch us!
Thanks for listening.
>This is absolutely one of the most ridiculous..short sighted.. customer unfriendly moves I have ever seen...!!!
Why do the airlines think that by alienating customers at a time when they need them most..the relatively inconsequential amount of additional revenue it will raise will be a wise long term move??..US Air is desperate and on it way to disappearing..Why follow the moves of a loser???
In my opinion..the demographic shift towards an aging population that combined with increased technology that will allow businesses to require less travel...makes the leisure traveler the important growth segment in the future...
Delta seems to feel otherwise based on these moves..
I agree with charges for paper tickets..and feel they should actually charge even more for that convenience...but I find the $100 charge for same day stand by to be nothing short of price gouging..I would like to see the studies that show how much $$ Delta projects they lose on no shows....Also the elimination of base miles on non-refundable tickets if enacted...will completely eliminate my loyalty to Delta or any other airline or frequent flier program..At the present time..I will even pay a slight premium to fly Delta over a smaller carrier..I think that will soon change for me..
This is penny wise and pound foolish..and only increases my interest in flying Jet Blue...Southwest...Spirit..National and the other customer friendly airlines...The smartest carrier in this competitive field will be the one that marches to its own customer friendly beat..instead of following the moves of a desperate bankrupt loser carrier..
I've been a loyal Delta customer for too many years, choosing only Delta because of my Gold Medallion status and the number of miles in my Skymiles account. Unfortunately, Delta has not shown me the same courtesy and loyalty. Over the past several years I have had some really shabby service and treatment from Delta. Now they tell me they're really going to make me pay for their shabby service and treatment! If they want to operate as all other airlines and offer the same degree of punishment for giving them business, then I will have to weigh all factors into my ticketing decisions; schedules, convenience, available airports etc. and will probably be flying mostly on NWA.
>The airlines are hurting? By these moves it seems not! Maybe we should
ask Congress to repeal the Billions in aid!
>Dog Day Afternoon crowd and we are "getting screwed without being kissed"!
>This is nothing but another price increase thinly veiled as something else.
I just can't seem to figure out why on one hand they say they are trying to
keep us - the business traveler - happy but on the other hand they go out of
their way to punish us:
Fewer miles because I can save my company money and fly more trips next
year?
Lose my return ticket because I was stuck in a meeting and couldn't get to a
phone and rebook a later flight?
Charge me $100 if I finish a few hours early and want to see my family
before dark?
What's next? Maybe I'll have to pay THEM miles to buy a discount ticket...
I am disappointed. What is the difference if I wish to go standby and the
plane has 50 seats. Why should I have to pay $100. The plane is flying
anyway! If I go early, I might make room for another passenger on a later
flight.
>This is the last straw for me.
I feel like a woman that has stayed in an unhealthy, abusive relationship who finally gets the courage to leave after having her teeth kicked in.
I will start flying Airtran as often as possible from now on.
>You asked for an opinion.
What other business in the world can operate like an airline? You buy a ticket, if you want to change it, either you can't and it is worthless - OR - you can but it costs a change fee and the difference in price (usually much higher). A change fee? What does it take 14 seconds on a computer to change the ticket? A higher new ticket price - why? That's a simply question - why?
Yet - when the airline wants to change your schedule (such as causing you a delay for lost bags, cancelled flights, or whatever delay happens - the airline simply asks you to "have patience". How about if we play even-steven - I will pay the airline's change fees and higher ticket price when I want to or have to change my schedule - but the airline pays MY change fees and REDUCES MY ticket price when they want to or have to change my schedule. Sounds reasonable no?
In this latest news - Delta says by making this new policy it will help them to recover the costs of passengers who do not show up. What are they talking about? Every time I fly Delta (very often), they are turning passengers down due to their overbooking!! I even saw 15 people NOT get on their flight to London because Delta overbooked the flight and apparently EVERYBODY showed up. Hello??? "Mr. Jones - sorry you paid for this ticket and made plans 6 months ago to go to London, but you see, we sold your seat to 3 different people." Every time I would like to fly stand-by on the same day - every flight is over booked and I end up waiting for my originally scheduled flight anyway.
There is no difference essentially in the product an airline offers and the product a movie theater offers. It is a "perishable" product. On Friday night at 8pm the flight is leaving (empty or full). On Friday night at 8pm, the movie will be shown whether or not the theater is empty of full. Can you now imagine if the movie theaters operated the way the airlines do.
Imagine this:
If you purchase your movie ticket 3 weeks in advance it costs $6.50. If you purchase your ticket on a 14 day advance is costs $10. If it is Thursday and you want to go to the movie tomorrow (Friday), the tickets is a less than 7 day advance purchase and therefore costs $125.
Wait!! if you want to go to the movie over the Thanksgiving holiday weekend the movie tickets start at $55 and you cannot use any of your Frequent Movie Points because in the theater of 300 seats, only 5 were allocated for such points. Just keep your Movie points and use them 11 months from now - you can plan for a movie 11 months from now right?
It is clear that the airlines have the policies that they have because they know that the traveler HAS to get there. Especially a business traveler. The fact that the airlines have virtually no flexibility on their tickets is a massive headache for a business traveler. I have had tickets where I actually paid more in change fees than the price of the ticket itself. What does Delta care if I want to travel on Tuesday, instead of Monday - especially since most likely the flight is overbooked anyway???
Plus think about it - you purchase a product from the airline - a plane ticket good for transportation from point A to point B. Why can't I sell or give that product to my friend or relative if I personally can't go on the trip. (If I buy a movie ticket but then decide not to go - I can easily give the ticket to anyone I like). I realize there is a security issue here, but we can address that before the passenger steps on the plane - simply change the name on the ticket in advance and check ID as normal as if the other person bought the ticket in the first place.
And airline pricing does not make sense either (round trip costs LESS than ONE WAY for example - what the hell that all about?). Take a Saturday night stay-over to save money (yeah and waste time on the road away from home to get this savings?) Could this be any more of a clear attempt to gouge a business traveler?
In summary - the airlines run ragged over many travelers yet claim to have "the customer as our first priority" blah blah blah.... I have had good experiences with the airlines, but in the big picture I have had mostly unnecessarily frustrating and costly experiences.
>I'm going to have to try this out, but it is just not realistic to think business travelers have that much control over their itineraries. What it means is that we'll pay $100 to change the ticket, but not necessarily know if that is indeed the final itinerary. Then when we are assured of a new date, paying another $100.
>I'm afraid my company is not going to go for this, and require I use another airline (e.g., Airtran or ATA) that offers cheaper fares. They were willing to go along with Delta's higher fares before, but these new rules will kill it for sure.
>I don't understand why the airlines are implementing such stiff policies
for nonrefundable tickets when the airline industry as a whole is
experiencing a decline in travelers. Seems to me like they would be
offering promotions to get people to travel and not discourage them.
I book a lot of travel and our salespeople are just about to get to the
point of driving everywhere instead of flying and having to deal with the
airlines.
>You stated that if you do not use your ticket for designated flight
you lose you money, correct? Will you than stop "over booking" flights so
everyone who had planned to fly on the scheduled flight can do so?
I think the airlines are crazy. This is just going to piss off too many
people that are already mad at the airlines.
How can the airlines argue that flying standby on a earlier flight costs the
airline any additional money. And what is their logic for making unused
refundable tickets worthless? I paid for a flight; if circumstances
prevent me from flying my ticket should still be worth something... Why
should airlines be any different from any other service provider?
>Wish we could all boycott all the airlines, except the airlines that did not change their policy. Then maybe the airlines would realize that they did indeed need their customers and customers need to be treated as an asset rather than a liability.
Have you noticed that Southwest Airlines, for example, is making a lot of money and they treat their customers the way customers want to be treated. It seems to me the more benefits are taken away by the airlines, the more money airlines lose. As I said Southwest Airlines is a perfect example that I wish he other airlines would take note of.
>I personally thought that this option(standby on an earlier flight) was a
win/win situation for both sides.
They only let you on the flight if there is a seat available. This frees
up a seat on my flight(which may be oversold) and saves them a bump.
I also go to the ariport early if I hear the weather is going to be bad.
This allows them to get a passenger out early before the storm and
eliminates the need for them to rebook me if the flight is cancelled
because of weather.
To me this was a no cost option for both sides. I will NEVER take advantage
of an earlier flight and pay $100, but I will enjoy their BUMP PROMOS when
they are now oversold.
All things considered equal, I will chose the airlines that allows me to go
standby on earlier flights.
>This makes it less likely that I will decide to travel on a last minute
whim, when I might change my mind. More likely just to do well planned out
trips where I have got hotels etc lined up before purchasing tickets.
Probably means I will travel less frequently. Is this what delta really
wanted to accomplish?
>As a Million Miler and former Flying Col., this seems like a pretty cheap move by Delta to try and generate fee income. I just hope they will continue to award SkyMiles on the refundable tickets.I guess Delta just doesn't get it that airline seats are a commodity, and people are always going to try for the lowest fare--even many business travelers.AirTran and Southwest seem to have the formula down, but neither of these airlines have the number of flights Delta does, fly overseas, etc.I am all for getting rid of the paper. Good idea. I also think the rules should be enforced or eliminated. But, if retained, they should be uniformly applied to all. Other than trying to generate some fee income, I don't understand the logic of not allowing someone on an earlier flight if there are empty seats. The computer can update the flight loads as soon as the standbys are allowed on the flight. Who knows, it may open up a seat on a flight for a higher-priced passenger.I think we should all be prepared for another attempt to eliminate the free drinks in the Crown Rooms. That has to be a huge expense that they would love to eliminate.
>I think it stinks!
At a time when a very skittish, wary traveling public could use a little TLC, the airlines do even more to make folks resent them.
>Delta continues to alienate all customers without trying to discriminate. But to think as a business traveler I will now get to wait unnecessary hours on the ground or pay $100 to Delta for a stand-by seat that would in all likelihood have gone unfilled is just another sharp stick in the traveler's eye!
>It's not convenient to fly anymore. I'll be driving or taking the train. Delta doesn't deserve my money. Delta should be strong enough to be more flexible with their customers, but instead they are caving to pressure from other airlines. Shame on Delta!
>Flying is getting to be to time consuming and confusing. I would much rather drive than to have to deal with what Delta wants. Their ticket prices are to high any way, that is why the smaller airlines are winning every time. Those people who fly Delta fly because of the frequent flyer miles they get and not because of its price. Who can afford to fly except executives.
>Prices keep going up even though people are out of work and getting worse. What are these companies thinking?
>Delta's announced changes to its ticketing policy have driven yet another nail
in the coffin of this particular Medallion level membership. These changes add
one more to the long list of reductions in service to Delta's loyal and
well-paying customers. I used to have Gold Medallion status but recently allowed
that to slip to Silver. This year I won't even qualify for that, having switched
90% of my travel to the more accommodating and better connected Star Alliance
group. Of course if United does go bankrupt, I'll be in trouble, especially as
my home base is ATL, but I'm willing to face that when it comes. I am however no
longer willing to give my business to a carrier that just doesn't care.
>Delta:While I understand the competitive opportunity associated with your recent
changes, much of my frequency of travel is based on the flexibility Delta
offered. Given the changes, I would have to restrict my travel or engage
other airlines for travel to offset the changes.
As a Gold Medallion Member, I would hope that these travel changes are for
non-medallion members. Given my frequency of travel, I need the flexibility.
To incur additional costs for travel would restrict my overall travel plans.
>One has to wonder if anyone in the Delta "Tower" is thinking about the fact that the minor revenue enhancement they get from this is more than lost in the good will of the business travelers they are so desperate to recover. After all, are ones most likely to have to change plans after having written tickets earlier, or wanting to stand-by when business finished earlier than we had anticipated...
For them to say that it "helps cover the cost," is so shallow. It takes far less keystrokes than I have just expended...
>this sucks a big one. as a gold medallion flyer, i'm going to have to
reconsider how i fly.
>As one who has over 2m on delta...i am not surprised.
somewhere they forgot who they were and who we were.
maybe some day they will go back to being the servant
(host) & we can again be the guest.
>$100 fee to fly stand-by...This is a certain nightmare! Thus, if my flight
is late, and I miss my connection, do I then pay $100 for a stand-by ticket
on a later flight? And what if that flight has mechanical trouble,
sidelining the plane for 5 hours....Do I then have to pay another $100 to
stand-by for an earlier flight? If provisions are not made for such
instances, then best of luck to you, Leo -- I'm hitting the highways.
>think it’s time to fly AirTran when ever possible.
>This drives me nuts. What will they do to reimburse clients for delayed
or cancelled flights that the airlines are responsible for. There needs to
be some equity in this situation.
>What a non-event! Is anyone surprised at this move? At least they waited
for 5 days instead of the usual next day. They try to make it look like
they are not colluding.
>have flown standby for 7 years, almost every time, 90+%, it has worked perfectly, the flights are always 85+% full and think it is ridiculous to impose this fee when the system works very well. I know of no-one who gets bumped often because of standby- the system works - and why charge for it if the system works - because their revenues are in the toilet and need to grow revenues any way they can, while decreasing the convenience of flying. This will make it even harder for me to justify flying with these already high priced carriers, now they are inconvenient to fly - and America is a convenient driven economy!!
>Total BS. Just one more reason to despise the industry. And, what costs
exactly are associated when someone does not show up for a flight when
they've already paid for the ticket? Not sure how they're losing money on
that one.
>When a business is having problems making enough money there are several approaches it can take. The Airlines are trying a new and somewhat radical approach. Instead of trying to get more customers they are attempting to milk their present customers. Travel agents still sell the majority of tickets (or so I am told) so Delta and others seem to be discouraging such sales by cutting the agents commissions and making it economically unattractive for such sales to continue. And, instead of trying to increase their volume by selling more tickets, Delta and others are making air travel less attractive - reducing seat space, quitting meal service, charging fees for things that used to be in included in the base ticket cost. If they continue on this path I predict they will be facing bankruptcy by the end of 2003 whilst Southwest, Air Trans and others of that ilk will be laughing all the way to the bank. That will leave the field open for new, moderate cost airlines to come on the scene - ones that offer comfortable seating with adequate space and that treat customers as friends instead of cattle.
>Bottom line is it's now like going to Vegas. House has all the cards in their favor. Delay's not their fault. Lost luggage not their fault. If you bring too much luggage, bing, a surcharge.
It will be interesting to see what the customer reaction will be. I know as one of the targeted travelers who almost always purchases fares 7-14 days in advance I know I will not fly US Air for their poor decision to start this war against customers. As a member of United Premier Exec I get to change flights on the day of departure with space available with no fee and I wonder how long that will continue. I have been working on changing my Northwest silver status over to Delta this year and am only a few segments away because a fine administrative person told me that Delta wouldn't give me the perk without earning it so now maybe it's time to just go to Southwest which I fly a little and AirTran in terms of protest to the big airlines. May the big boys all end up in bankruptcy and thousands of employees hit the pavement looking for another career which is really sad.
Great thing is less service within the planes and higher fares along with security hassle will make me drive even more. These people just don't get it in upper management.
I guess we now get even less than what we paid for.
>In the words of one travel writer referring to US Airways, and now applying to all the big six carriers, "They are now trying SUICIDE in order to survive"! I get a bunch of buddy passes given to me all the time, but have never liked them because I was never sure if I could get on a flight. An example was a few weeks ago when I checked on a flight to Maimi and it had about 40 seats open. I made a mad dash to the airport only to discover 62 Standbys! Now with the $100 fee for standbys, there will be less of that problem which means that Delta's revenue stream from me just dropped because I will now be using buddy passes all the time and not buying a higher priced confirmed ticket.
>I think it is disgraceful what Delta is doing. I like many other colleagues in my office will not fly Delta anymore. The customer service is worse than any other airline, the stewardesses are some of the rudest in the industry, and it's embarrassing to be served peanuts for a two and a half our flight, Despite all of this, they continue to find ways to charge the customer more. I am tired of Delta and they have seen the last of my business. I wonder how many other customers will make the same decision. If the reaction is any similar to the ones here in my office, Delta is in serious trouble.
>The policies stink. The airlines under the guise of streamlining and cost
reduction are moving to a totally no customer service industry. In todays
business environment flexibility is key, the world moves to fast to have
such stoic rules.
The washout from this will be the no frills carriers will come out ahead,
and the big giants in an effort to stay big, eventually will fail inspite of
their rules.
>As usual, Delta is doing to us business travelers that have changes in our itineraries and go standby for earlier or later flights. Delta is becoming more and more like the airlines we all passed up in our earlier careers because they just didn’t care and Delta did. Customer service is apparently a thing of the past. Revenues are down and the place to re coop some of that money is from the very people that have paid the way from the beginning. Makes me want to start looking at other carriers, for sure.
>I'm very disappointed that Delta has taken the position of charging for standby passengers. Economically, it make sense to allow passengers to standby. If Delta can fill a seat that will go empty, it reclaims the revenue of that lost seat and allows for the possibility of selling the vacated seat on a later flight, possibly reclaiming that revenue too.
Also, Delta is making it much less appealing for me to continue to use them exclusively. In years past, I have received some nice perks as a Medallion Flyer. Now they are taking the perks away. Why fly Delta when Airtran is cheaper? I used to Fly Delta because of the perks. Take away the perks and all airlines are equal. I'll go for the cheaper one.
Delta should at least preserve the no fee stand-by for Medallion (loyal) flyers, who I presume are a valuable and loyal customer base.
>The new policy - >Starting January 1, you'll have to pay a $100 fee to
standby for a different flight on the same day of ticketed travel.
(Currently, Delta allows those on nonrefundable fares to standby for an
earlier or later flight on the same day for free.)
stinks. I am a Gold medallion and I frequently purchase nonrefundable
tickets as the prices for the refundable tickets are ridiculous. There have
been many times in the past when I've flown standby on an earlier flight and
most of the times the plane hasn't been full even with all of the standby
passengers on board. All Delta is doing is alienating their best customers
and forcing them to look elsewhere for business travel. My company is in the
process of purchasing a corporate jet so it looks like I'll be using the
private plane versus Delta for many flights. Air Tran is also a good
alternative for me as well.
>It is sad to see a company intentionally and with malice aforethought, enact rules that are so customer unfriendly as to ultimately cause an industry-wide downturn. What traveler in his or her right mind would deliberately subject themselves to the risk of missing a flight and losing their ticket purchase price? What Delta et al will accomplish is to totally eliminate travelers who would lean towards a fly-rather-than-drive decision for shorter trips, thereby accomplishing what the TSA has begun with their silly security procedures. I foresee travelers reserving air travel for long-haul flights only. The short term revenue gain the airlines MIGHT see will quickly evaporate. The amusing part of this whole scenario is when the airlines blame no-shows for decisions like this one. There are other ways to deal with that issue, I suspect. Tracking no-shows and identifying repeat offenders would be a much more effective way to deal with this. It aggravates me further that Delta thinks I am stupid enough to buy into their rationale in this matter.And another thing Chris, while I'm ranting, and this is about the hidden city pair/roundtrip ticket for a one way trip position that the airlines take. A product sold by any company should not be subject to modification after the time of sale. For the airlines to say that they will attempt to penalize a customer who purchases a product that they offer, and only use part of it is akin to the Ford dealer saying their car must be used every day in a certain manner or the driver will be penalized. Speaking for myself, as long as the airlines engage in a pricing practice that makes it cheaper to buy a round trip ticket than a one-way ticket, I'm going to continue to do so if that is my requirement, and I would dare the seller to attempt to penalize me in any manner whatsoever! I do think it is a reasonable expectation that travelers take 30 seconds to cancel a flight they aren't going to take though, and would support a practice that would encourage or compel that, for security reasons as well as commercial ones.
>Anyone who travels for business knows that meetings are cancelled, changedetc. Your $100 change fee is most irritating, considering how often I needto change plans. It is a slap in the face to the business traveler.
>At a time when Airlines should be making it easier and more convenient to travel they instead are increasing fees while taking away features. It is a short term cash flow solution that I believe will be detrimental over time.
>Delta adds more knives into the business traveler's back. It's becoming a realpain to travel. What next Delta?
>These guys ( DL,AA,NW... Except Southwest) are idiots ! They're day
dreaming. Air Travel is going to go down further.
>The air traveller is already feeling as if he is paying airlines to
harass him at security and check-in ( extra fees etc). I'd much rather
stick to Southwest. Their on-time and customer service record is by far
the best. If Southwest would only partner with foreign airlines for
baggage transfer etc ; ALL american airlines would have to file for
bankruptcy ; because who would want to travel by them anyway. The
executives of these airlines are living in ivory towers.
>This is terrible. If you can't fly, does that mean you can't use "balance" of ticket minus 100 toward a future ticket? Customers should be up in arms. It's already very inflexible... with such a high change fee.
What do YOU think?
>The majors are tightening their death spiral. SW, Airtrans and low cost (as in structure as much as fares) carriers now will more easily attract business customers, and continue to move further into major hubs to finish off them off. I doubt any of the majors, even “non-union” Delta, can adjust their cost structure fast enough to survive as we know them. Only politicians disrupting the market forces can change this and so far the pols have done all the wrong things (and we should hope they stay out of it).
>I really can't say that Delta matching USAIR's policy
is a surprise because it seems that Delta has taken
every opportunity over the last few years to stick it
to its customers with additional fees and attempted to
veil it under some sort of September 11th fee,
additional excise tax, adverse economic effect,
etcetera, etcetera.
Not offering base miles for every ticket you purchase
is absolute garbage. What's next? Will Delta be
forcing customers to bring their own seats? Provide
bring your own blankets and pillows? Since meals and
beverage service have all but been removed, your
ticket price basically provides you with the ability
to zoom through the air, strapped to a medieval
rack-like seat in an uncomfortably warm (no A/C at the
gates), perpetually late, germ infested/recirculated
air sauna next to an overflowing lav. There's a
customer retention program we can all buy into.
Since I will be moving from Atlanta to another
airline's hub, I will be able to escape the Delta
stranglehold, but I feel for those who continue to be
under Mulin's thumb.
Keep up the great work at The Ticket. You are the
best source of important, but little publicized travel
information for the city.
>The major airlines are going out of their way to annoy its customers. I hope they all go bankrupt.
>i have no problems with delta...we need the airlines to stay in business .we
as passengers need to help too...avoid abuse and follow the rules
>It is interesting that the airlines clamor to consolidate for "operational and marketing efficiencies" and then turn around and use that consolidation to further reduce customer service and flexibility.
This is an industry that is headed back to regulation. Or, perhaps, Bud Selig will become the president of the combined Delta/Continental/Northwest partnership. He would certainly be able to preach their double-talk well.
>Basically, these policies continue to stick a screw into
the consumer and will not generate more traffic for
the struggling airlines.It will only alienate customers more.
If Delta fiddles with the Medallion benefits and base miles,
I believe that will just the thing to push more fliers toward
AirTran.
The airlines are hurting themselves.Most travel agents
will not write the paper tickets as it is too time consuming
and the airlines threaten debitmemos if you write the
payment for the paper ticket fee incorrectly.
>I believe this another way of airlines to scam passengers! We all know that airlines suffer do the 9/11 disaster.
Despite, this unfortunately accident some airlines were already in trouble penalizing already the customer. Traveling by air is getting absolutely ridicioulous. Paying high price tickets already for services that were never render in the first place & now the come for more policies to penalize the customer. Where is the service to customer, when you could not even get a real person when you call this airlines companies. Well, does this automatic system already cut personnel in the first place! They are not longer offering meals on board only for international, so were are the saving in here.. And the least goes on an on....
I thought that travel was suppose to be fun or enjoyable! But who would enjoy now. I just to believe in air travel but after airlines putting penalties & fees over ticket price who would travel. Let be realistic a family of 4 know this days, prefer to travel by car due the this increases. Where the incentive for family travel. And let's not go to the business sight that get even worst.
Example if I leave from Atlanta, Georgia a mayor hub for Delta to got to Puerto Rico my ticket is more expensive that any of other airlines.. Now if I would travel from American its a different story.
Now, here's what would delta would say to a traveler like me:
"Well American has a major hub in Puerto Rico & we don't have the same flight availabity bla, bla, bla.
When it comes down to there's no difference between services from any of the Airlines. Some of them use to be less bad from the other, but now, there's no difference.
Until Airlines start treating the customer with better incentives, better rates & more as a human rather than an object then the airlines would have more business.
What do YOU think?
<<THE FINE PRINT>>
THE TICKET - ISSN 1083-9453 (c) Copyright 2002, Travel Skills Group, Inc. Christopher McGinnis, Publisher and Editor; Louise Walker, Assistant Director; Birch LeClerq, Business Mgr., PO Box 52927, Atlanta, GA 30355.
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