Originally Posted by thesaints
If DL keeps the number of award seats constant, the cost of this promo is zero for them. It just increases the number of outstanding miles, but they are gonna give away not one free seat more than they were giving in the past, which is ultimately what their cost is all about.
An interesting post, because it perhaps minics the mindset of DL's management -- not only explaining the 10k promotion but DL's long decline. IMO, DL has lost sight of the fact that they are in the customer service business (transporting people from point A to point B) and to be successful their business must revolve around sound programs, processes, and attitudes that are customer centric.
The fact that they cavalierly gave aways of millions of miles in a further dilution of the value of miles -- thumbing their nose to loyal fliers who earn miles by paying cash to fly the airline -- speaks volumes about DL's failure to understand the business they are in.