RealDLInsider - I See A Light
Mar 30, 2007, 2:05 pm
#1
Company Representative - Delta Air Lines
Original Poster
Join Date: Jan 2007
Location: Atlanta, GA
Posts: 34
RealDLInsider - I See A Light
I figured this title would catch your eye! We’ve been quiet lately and you all are probably wondering what we have been up to. Fortunately for our customers, a lot, and it all has to do with emerging from bankruptcy in under 45 days and returning Delta to the profitable and formidable airline she once was. Last week’s announcements around compensation adjustments, cash lump sums and stock for all employees was a long time coming, and for the many people who work for me in SkyMiles and the other 44,000 employees, well deserved.
Profitability for the airline means obvious survival for the Delta employees, but also the opportunity for us to continue to serve you all through our network, our frequent flyer program and through an improved experience curb to curb. I’ve mentioned before that there are several areas of the experience that we are not all that proud of, which you all highlighted very nicely in a question I posed to you. The biggest being Delta Connection and Baggage. We just announced the movement of a new Vice President who will be exclusively responsible for improving the Delta Connection experience. His name is Wayne Aaron, and for those of you who don’t know Wayne, he’s a great guy. I’m convinced he’ll support our efforts to make a difference here. Beyond that, the quiet is our planning for emergence, for a celebration, and for the fun we will have in making Delta the airline that other airlines envy (regardless of what Mr. Parker says).
I noticed a couple things posted that I wanted to comment on that needed some clarification – a kiosk upgrade issue, the award calendar and the million miler program.
Kiosk Upgrades:
The automation to transfer all customers from the tank upgrade processing over to the airport standby list is delayed. We had a couple of issues on the kiosk side, with a new implementation date of late April or early May. This fix will accomplish two things – eliminate the necessary step of you all requesting the upgrade when you check-in at the kiosk, and more importantly, ensure everyone gets placed on the airport standby list (without ever getting an “airport standby list closed” message). I didn’t realize the latter was that major of an issue until I read some of your posts. Currently, we are investigating what could be done in the interim (prior to late April/early May) to not shut down the airport standby list at the kiosk. This would ensure that all Medallions get added. I don’t believe it’s fair that a Platinum on Full Coach who checks in at the kiosk an hour before departure, be denied being put on the upgrade list because there are ten Gold and Silver Medallions on discounted fares ahead of him/her and only two upgrade seats left. More to come on this …
Million Miler Program
A few weeks ago, I saw that someone went out and posted what each Million Miler level received. Unfortunately, this posting was inaccurate, as about 9 months ago, the program was changed (and for the better). We still award 1 million, 2 million and 4 million milers with lifetime Silver, Gold and Platinum Medallion status, respectively, however we did improve the gift program as well. We used to provide Hartmann shaving kits, cosmetics cases and bag tags at 1 million miles, but now we award a choice of 10 different full-size rollerboards. Similarly, as you reach 2 million, 3 million and higher, you receive additional pieces of Hartmann luggage and/or full sets. For some of the even higher thresholds, we’ve held events at the airport or had senior leaders meet and greet customers on aircraft or during the boarding process. In fact, a few months ago we had a cake and a small celebration at the gate area for a new 10 million miler. He crossed 10 million miles and his wife 4 million (on the same day). To be honest, before some of these changes, we were receiving complaints from valued customers about the gift items, and some of the cuts we made over the years. Last Summer, many of us had enough. Since that time, I’ve not received one complaint, so I hope the upgraded program was the right improvement.
Award Calendar
No formal communications have yet gone out to customers around the new award calendar, so that we can upgrade the stability of the platform. We haven’t had any major problems at this point, however a huge drive of award searches that could result from mass communication of the new calendar, could bring the search function down. The platform is currently being upgraded and that should be final in the next 30 days. As soon as this is done, you’ll see more broad communications about this coming out.
Other than that, your Delta team is working hard to deliver a better airline, one free of creditor control (I’m sure you saw our board announcements today) and one that won’t be attacked by an Arizona drunk! There is a light at the end of the tunnel, and we hope to God it’s not another train.
By the way, I love the talk on who everyone thinks the new CEO will be. Respectively, I think I'll avoid this discussion. One guarantee however -- it won't be me! :-)
Later,
Jeff
Profitability for the airline means obvious survival for the Delta employees, but also the opportunity for us to continue to serve you all through our network, our frequent flyer program and through an improved experience curb to curb. I’ve mentioned before that there are several areas of the experience that we are not all that proud of, which you all highlighted very nicely in a question I posed to you. The biggest being Delta Connection and Baggage. We just announced the movement of a new Vice President who will be exclusively responsible for improving the Delta Connection experience. His name is Wayne Aaron, and for those of you who don’t know Wayne, he’s a great guy. I’m convinced he’ll support our efforts to make a difference here. Beyond that, the quiet is our planning for emergence, for a celebration, and for the fun we will have in making Delta the airline that other airlines envy (regardless of what Mr. Parker says).
I noticed a couple things posted that I wanted to comment on that needed some clarification – a kiosk upgrade issue, the award calendar and the million miler program.
Kiosk Upgrades:
The automation to transfer all customers from the tank upgrade processing over to the airport standby list is delayed. We had a couple of issues on the kiosk side, with a new implementation date of late April or early May. This fix will accomplish two things – eliminate the necessary step of you all requesting the upgrade when you check-in at the kiosk, and more importantly, ensure everyone gets placed on the airport standby list (without ever getting an “airport standby list closed” message). I didn’t realize the latter was that major of an issue until I read some of your posts. Currently, we are investigating what could be done in the interim (prior to late April/early May) to not shut down the airport standby list at the kiosk. This would ensure that all Medallions get added. I don’t believe it’s fair that a Platinum on Full Coach who checks in at the kiosk an hour before departure, be denied being put on the upgrade list because there are ten Gold and Silver Medallions on discounted fares ahead of him/her and only two upgrade seats left. More to come on this …
Million Miler Program
A few weeks ago, I saw that someone went out and posted what each Million Miler level received. Unfortunately, this posting was inaccurate, as about 9 months ago, the program was changed (and for the better). We still award 1 million, 2 million and 4 million milers with lifetime Silver, Gold and Platinum Medallion status, respectively, however we did improve the gift program as well. We used to provide Hartmann shaving kits, cosmetics cases and bag tags at 1 million miles, but now we award a choice of 10 different full-size rollerboards. Similarly, as you reach 2 million, 3 million and higher, you receive additional pieces of Hartmann luggage and/or full sets. For some of the even higher thresholds, we’ve held events at the airport or had senior leaders meet and greet customers on aircraft or during the boarding process. In fact, a few months ago we had a cake and a small celebration at the gate area for a new 10 million miler. He crossed 10 million miles and his wife 4 million (on the same day). To be honest, before some of these changes, we were receiving complaints from valued customers about the gift items, and some of the cuts we made over the years. Last Summer, many of us had enough. Since that time, I’ve not received one complaint, so I hope the upgraded program was the right improvement.
Award Calendar
No formal communications have yet gone out to customers around the new award calendar, so that we can upgrade the stability of the platform. We haven’t had any major problems at this point, however a huge drive of award searches that could result from mass communication of the new calendar, could bring the search function down. The platform is currently being upgraded and that should be final in the next 30 days. As soon as this is done, you’ll see more broad communications about this coming out.
Other than that, your Delta team is working hard to deliver a better airline, one free of creditor control (I’m sure you saw our board announcements today) and one that won’t be attacked by an Arizona drunk! There is a light at the end of the tunnel, and we hope to God it’s not another train.
By the way, I love the talk on who everyone thinks the new CEO will be. Respectively, I think I'll avoid this discussion. One guarantee however -- it won't be me! :-)
Later,
Jeff
Mar 30, 2007, 2:08 pm
#2
In Memoriam, FlyerTalk Evangelist
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Jeff...thanks, as usual, for the insider updates on the SkyMiles program.
Much appreciated.
Much appreciated.
Mar 30, 2007, 2:16 pm
#4
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Thanks for participating, Jeff.
Mar 30, 2007, 2:16 pm
#5
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Mar 30, 2007, 2:27 pm
#6
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Other than that, your Delta team is working hard to deliver a better airline, one free of creditor control (I’m sure you saw our board announcements today) and one that won’t be attacked by an Arizona drunk! There is a light at the end of the tunnel, and we hope to God it’s not another train.
Later,
Jeff
Later,
Jeff
Mar 30, 2007, 2:28 pm
#7
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Omg,
10 millions 
and he has a wife 
and he has a wife
Mar 30, 2007, 2:34 pm
#8
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Thanks! We really appreciate having you on FT!
Mar 30, 2007, 2:55 pm
#9
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I'm curious about what percentage of those million miles mentioned in:
were earned when the calculation for million mile status included status bonus miles and partner mileage activity too.
Originally Posted by RealDLInsider
In fact, a few months ago we had a cake and a small celebration at the gate area for a new 10 million miler. He crossed 10 million miles and his wife 4 million (on the same day).
Mar 30, 2007, 2:57 pm
#10
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Mar 30, 2007, 3:01 pm
#11
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Mar 30, 2007, 3:26 pm
#12
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DL has faced some tough times, but the current DL management team hasn't faced real adversity and is untested. I hope for DL employees and customers sake, that DL's management team will have the strength and maturity to handle that adversity when it comes.
Mar 30, 2007, 3:35 pm
#13
Join Date: Nov 2002
Location: usually DCA
Posts: 1,837
While I appreciate Jeff's update and I can appreciate good humor, comments like these are why I am still left with an uneasy feeling about DL's longer term future.
DL has faced some tough times, but the current DL management team hasn't faced real adversity and is untested. I hope for DL employees and customers sake, that DL's management team will have the strength and maturity to handle that adversity when it comes.
DL has faced some tough times, but the current DL management team hasn't faced real adversity and is untested. I hope for DL employees and customers sake, that DL's management team will have the strength and maturity to handle that adversity when it comes.
Mar 30, 2007, 3:37 pm
#14
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Jeff,
Thank you for the laugh reading this post...you had me rolling on the floor!!! BTW if I get close to 10million miles I want to be killed. Do you know how many RJ rides that is from BGM (said just for you Monitor *smile*).
So wait, you mentioned a celebration. Should we be expecting invites????????? (if you havent read FT long enough you should know we like to crash other people's parties btw)!!!!
Thank you for the laugh reading this post...you had me rolling on the floor!!! BTW if I get close to 10million miles I want to be killed. Do you know how many RJ rides that is from BGM (said just for you Monitor *smile*).
So wait, you mentioned a celebration. Should we be expecting invites????????? (if you havent read FT long enough you should know we like to crash other people's parties btw)!!!!
Mar 30, 2007, 3:44 pm
#15
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In the monthly spin that US sends out via email, the author writes the way a 15 year old California girl talks. One little jab at US, between what I think many of us would usually consider friends, is just fine.