Originally Posted by
ethernal
Every devaluation I've ever seen from Amex or Delta has been messaged extensively with months of lead time, often times more than a year.
A customer may get frustrated by a devaluation. But nothing frustrates a customer like a brand misleading them entirely - it violates trust in a way that pre-announced devaluations don't.
Will it end the CSR as a popular travel credit card? Of course not. Will it hurt Chase's brand reputation in a meaningful way for a subset of customers? Almost certainly.
Are we talking about the same Delta program? It feels like we are not.
Actually I think it’s the opposite. The refresh has made CSR no longer the no brainer travel/dining card for almost everyone.
However the Edit program is hardly a selling point. Yes I think a small group discovered the tremendous value in using it towards high end hotels but I don’t think it’s a huge number.
A small subset of customers will always feel hurt by no notice devaluation. But ultimately the realization is that you can’t really trust any big companies. You gotta factor devaluation as a risk in any points accumulation.