Originally Posted by
mduell
What's the point of an email without substance?
I think that one was premature too, for both DL and UA.
Another thought about "premature". DL came out first and got credit for caring about their customers and providing some reassurance that normalcy will return. In strict business terms seems premature, but in emotional intelligence terms it's genius. The part of frequent flyer programs that UA doesn't understand is the emotional connection, while I think DL gets it. UA tries to get us with the objective value of the points, while DL provides skypesos but has success by building loyalty other ways. DL gets credit for moving first and showing it cares, while UA gets credit only for having sufficient brain stem activity to notice a competitor moved and copying it (as usual). I'm no fan of Delta, but like most viewers I can't help but admire the cunning the villain brings to his/her success.