Having had status with Delta for the past decade, I agree with it declining.
Before 2020, Golds and up were treated very well.
After 2020, I felt like if I wasn't a diamond, Delta didn't care about me.
Originally Posted by
PHXflier
And in terms of fixing things when travel goes sideways: during Covid Delta lost a lot of their most experienced employees, and they are still trying to rebuild that expertise.
And this was the major cause. After 2020, they outsourced their in-app chat, and outsourced their Twitter/X support. Those outsourced agents have no idea how medallion status works, or the benefits, and will outright lie to you to end the chat.
I still feel this way. I don't care whether they thank me or mention my status at all. All I want back is to be able to receive my status benefits, and if something goes wrong, I just want the agent to be able to fix it. I don't want to deal with an outsourced or inexperienced agent who try to gaslight me and tell me I'm incorrect. I shouldn't need to three-way-call a diamond friend (when I don't reach diamond) to get a more experienced agent at Delta to take my concerns seriously and to contact the SkyMiles department when a flight doesn't credit correctly. I had to email Ed Bastian('s office) once because of a truly horrid abusive experience at JFK, and I don't feel valued as a customer when his office sends me a boilerplate response. Unless I'm in a year where I've reached Diamond, Delta treats me like a no-status pax with free checked bags. I don't want recognition. I don't want compensation. I want things to work, and when they don't, all I want is for someone on Delta's end to be able to fix them.