Originally Posted by SOBE ER DOC

It's wonderful if DL improves CS for the new 360 members but if they do it at the expense of the other elites that's going to be a problem. UA learned a VERY valuable lesson during their merger when they kisses their GS members' a@@es while treating the 1Ks and other elites like crap. Many of the other elites revolted and bolted to AA the moment AA offered a top-tier status match. This hit UA's RASM in a negative way that they have not recovered from. Here's hoping DL is not so stupid as to follow the same path.

Originally Posted by rylan

Yes yes we know anything DL does must be blindly accepted. Sorry, but the point is about not diluting benefits that we already have just because somebody who flies and spends a lot just misses getting into the super secret tier. If good customer service is stripped from the DM tier and only focused on the top 1% or whatever, then it is a net loss and devaluation of benefits from the program.

I'm glad you don't run a business where customer service is important. DL has done well with their cs for its elites, and a lot of pax stick with DL now because of that despite other devaluations. If they pull a UA as mentioned and we find out that some of the 'DM only' benefits go poof, there will be even less reason to be "loyal". Catering to only the top tiny fraction while alienating everyone else is not a viable long term business model.