Originally Posted by Feather Man

I am trying to think of another business that the consumer becomes so emotionally attached to. A lot of us spend way too much time on airplanes, entrusting our safe transportation to corporations who, by law and by common consent, exist to make a profit for the corporation's shareholders.

Try not to take the changes made by DL ( and de facto, by NW) personally. It is OK to be mad, angry and upset with the changes, and you are more than welcome to vent your frustrations here and elsewhere. But I see way to much emotion being spent on changes that are made by a "for profit" corporation. Too many times I see on these boards people accusing DL of thinking their customers are "idiots" or "morons" or "gulliable" or pick your adjective or metaphor. I hate some of the changes DL has made, and yes, I am considering a change in my choice of carrier, but it is not because I believe DL thinks I am mentally incompetent and that I am willing to blindly accept and support the changes they have made to their program.

How about a complaint like " I really do not like the change to DL's policy regarding award ticket changes, and it has me seriously considering my loyalty to DL". Succinct, to the point, unemotional yet stating your opinion without the molotov cocktail of emotional betrayal.

I own my business. Sometimes I win business because of relationship, sometimes I lose business because of relationships. Sometimes I win on price, sometimes I lose because of price. Sometimes I win because I offer more services my customer wants, sometimes I lose because I do not offer the same services of a competitor. At no time do my customers and I have animosity or a lack of respect for each other. I present my product, services and price. They decide if they want to pursue a business relationship with me. I don't think my customers are morons or idiots if I am able to make a product they buy that is profitable to me. And I don't think they are morons if they don't buy from me. Isn't that the way business is supposed to operate? Vote with you dollar and not your heart. It is far less inflammatory and far more influential.

And how can we have a post bashing DL without GUWonder and MikeMpls ? This thread just seems so incomplete