Thanks. Its always helpful to know the ways around DL IT. I've decided to try not to feel frustrated and to look on it as part of the game.
Did the "2010" selection you can make now still say that it was 2011?

so how do I get to choose my 2nd choice benefit do I need to email delta for them to enable it or are they going to enable it for everyone?

INTRANSITION: success or not?
 

So, INTRANSITION, were you able to choose 2010 and 2011 Choice Benefits online? Or is the website still the same?

Thanks!

Good question and I wonder as well. I qualified 12/14 and only have 2011 still.

I would like to avoid jumping through the hoops if I don't have to - although big thanks to some diligent FTers to make Delta actually aware of this issue. But, if it means sending a few emails then it is worth it to pick up some Delta extras.

I still only show 2011, as well.

Choice Benefits Clarification
 

We’re sorry for the confusion surrounding Choice Benefits (CB) and our delay in responding. Here’s the deal…this was not a policy change but a technology glitch, which has since been corrected. Our CB policy is and has always been based on the program year for which you are earning status (see SMI clarification below from Feb ’10, bolded for emphasis). Thus if you earn 2011 status in 2010, your CB options are only for the 2011 program year, even though you receive the other Medallion benefits immediately.

The recent confusion came about due to a technology glitch in our system (which erroneously offered additional 2010 CB options). However, since this was a defect in our system, we will not retract benefits chosen during this period. We have now corrected the glitch and members are receiving the correct CB options. Again, we’re sorry for the confusion.

Michelle, SkyMiles | Delta Social Ambassador
Connect with us at Twitter.com/Delta & Facebook.com/Delta

http://www.flyertalk.com/forum/delta...l#post13441104
Feb 22, 10, 4:19 pm #207
SkyMilesInsider
Join Date: Jul 2009
Location: Atlanta, GA
Programs: SkyMiles - the world's largest frequent flyer program
Posts: 215

As part of our commitment to you, we want to apologize for any confusion we may have created with our explanation of Choice Benefits. Instead of creating excitement by announcing the new Diamond Medallion level benefits, we created confusion and upset many of you. This was not our intent.

Choice Benefits is intended to reward our most frequent customers with relevant and personalized benefits. At program launch in 2010, Medallion members who attained Diamond Medallion status for the 2010 Medallion year, effective on March 1, will have the option of selecting two Choice Benefits, which are associated with their new Diamond Medallion status. Members who are starting out the 2010 Medallion year as Platinum Medallions will be able to select one option.

Moving forward starting with earn in 2010 for status in 2011 and beyond, members who reach the Platinum Medallion threshold will be offered 1 choice and members who continue to reach the Diamond Medallion threshold will have 2 choices.

The goal of our post was to inform you of the new benefit. We regret any confusion our communication has caused. Thank you for your patience and understanding.

SkyMilesInsider

Thank you for addressing the situation. I appreciate your participation in this forum.

At several points in your post, you refer to the technology "glitch" that has since been "corrected". Certainly, technology glitches happen in all walks of life with many companies.

The problem is, however, that people make decisions based on events impacted by those technology glitches. In my case, I was going to happily stop short of Platinum status so that I would have a healthy bank of rollover miles in 2011. However, due to the technology glitch allowing EVERYONE (pre-December 9) to pick an elite choice for 2010 and 2011, I took an extra trip to earn Platinum status. I did the math...and decided the extra gift (20K miles or a $200 voucher) made the loss of rollover miles worthwhile.

So, I guess what your post didn't address is what Delta is willing to do for elite members impacted by a glitch you admit is Delta's mistake. Please advise on this aspect of the situation.

I appreciate you admitting the glitch was solely Delta's fault...but your post stopped short and did not address how Delta is going help people negatively impacted by the glitch. Sure, mistakes happen. A company's recovery from those mistakes demonstrate their commitment to customers.

Am I missing something here?

Apparently DL sees this only as 2011 status but it begins when earned, not at the beginning of 2011. In other words, it can be 'earned' anytime prior to 12/31/10 for the period ended 02/12 but only the choice benefits portion apply for the qualifying year, in this case 2011.

I think part of the disconnect is that many who qualify for status early in the year, e.g., 02/10 or 03/10, see this as earning elite status in 2010 even though this status actually continues until the end of 02/12. And then there are some who feel that as long as the status level was achieved in 2010, it should qualify as 2010 status.

I am sure many here would suggest there were easier ways to say what you meant and certainly a few examples, like you did with the FAQ when Diamond was introduced, would have helped a lot.

Michelle,

If this has truly been Delta's policy from the get-go, then you may want to go back and refer to the current materials being sent out to Platnium and Diamond members in their "welcome" package. It CLEARLY states (and I quote) "As a Diamond Medallion, you'll also recieve your choice of two additional benefits THIS year". Last time I checked, THIS year is 2010 - therefore 2010 benefits should be given. If thats not the case, then Delta has done an absolutely poor and shoddy job in explaining the benefits. I'd also like to point out that the materials sent to new platnium and diamond that CLEARLY STATES again, "It's time to enjoy your new 2010 Medallion Benefits". NOWHERE does it say 2011. While its great to have somebody from Delta posting here - please have your facts straight before posting. SMI's posting that you bolded does nothing to clear up the confusion between the 2010 and 2011 year benefits.

It's also in poor taste to exclude members from getting these benefits when there's only one more month to go in this year. Do you really want to piss off some of your most loyal customers by doing this? Hardly a loyalty program at that point, if you ask me.



Fact of the matter is - Delta screwed up, and its up to them, as a good corporate citizen, to make good on it. If they dont - this speaks volumes on how they feel about their supposed "High Value Customer".

Perhaps I was a bit too wordy/abstract in my last post so I wanted to lay this out in an easy to understand fashion. This is how it should play out in my mind:

1) company's system has a glitch that allows unintended behaviors
2) customers make decisions based on the system available to them (which as it turns out has glitches)
3) company admits glitches and fixes system

(This is where Michelle's post ends.)

4) company announces how they are going to take care of impacted customers...customers that made decisions based on a system that had glitches.

(While it is nice when companies admit mistakes, it's not enough to say: "Oops. Sorry." There needs to be some type of service recovery to make impacted customers whole, no?) :confused:

Well, I am not sure what "taste" has to do with it. I guess it's related to taste.

I think the bigger, more straightforward issue is that Delta admitted they had a glitch in their system (that's good...bravo)...but, Delta didn't address how they are going to help customers negatively impacted by said glitch.

Unfortunately I don't think you are missing anything. At this point, Delta is saying, "We don't care about how we rake our newly-minted PM/DM's over the coals." Hopefully they will come to their senses about this. But it would not surprise me if they said, "To he** with those customers who lost out just because we fixed the 'glitch' two weeks before the end of the calendar year."

And this doesn't even take into account their misleading wording on their website and on their promotional material.

This is a big FU by delta to all of us new PM's and DM's I did a MR to SJU just to push me over the PM Mark because of the benefits. I guess its our turn to tell Delta FU too and not fly them as much

Seriously? That is their response? Lame IMO to not address those who chose to go for PM or DM based on the unknown to their customer glitch. If I knew I was NOT getting an add'l gift I would have been quite happy at GM.

Delta just shot themselves in the foot this time. Nice job. :rolleyes: :td:

Wow, I can't believe this is there position......