The Kettle Ham Sandwich
Dec 30, 2011, 1:36 pm
#1
Original Poster
Join Date: Mar 2003
Location: TUL
Programs: AA Plat, DL FO/1MM, UA Silver, Marriott Titanium, National Exec Elite
Posts: 2,102
The Kettle Ham Sandwich
Took my last (DL) flights of 2011 today and it really hit me how much DL's target market has changed during "the year of the customer." A couple of items from today:
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
3) ATL-B25 SkyClub was just teaming with Kettles! Someone in the corner was raving about her Groupon deal while my wife was unable to get a full glass of water from the bar ("we're out, would you like something from the premium bar?"). Then I saw the image that put everything unto focus for me: a businessman huddled in one of the small chairs (where the cubicles used to be) surrounded by 2 families with small, screaming children. He had on his Bose headphones, but he eventually gave up and left the club (could have been going to his flight though).
Today, I've realized that "the year of the customer" did not mean that it would be a year focused on customer satisfaction, but rather a year focused on changing who DL's customers are. The great transition from road warriors to Kettles, loyal frequent flyers to 1-flight-per-year AMEX holders is nearly complete. How will they go from 200M to 1B in ancillary revenues next year? The Kettle Ham Sandwich.
I hope (for DL's sake) they are investing in the right market segment...
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
3) ATL-B25 SkyClub was just teaming with Kettles! Someone in the corner was raving about her Groupon deal while my wife was unable to get a full glass of water from the bar ("we're out, would you like something from the premium bar?"). Then I saw the image that put everything unto focus for me: a businessman huddled in one of the small chairs (where the cubicles used to be) surrounded by 2 families with small, screaming children. He had on his Bose headphones, but he eventually gave up and left the club (could have been going to his flight though).
Today, I've realized that "the year of the customer" did not mean that it would be a year focused on customer satisfaction, but rather a year focused on changing who DL's customers are. The great transition from road warriors to Kettles, loyal frequent flyers to 1-flight-per-year AMEX holders is nearly complete. How will they go from 200M to 1B in ancillary revenues next year? The Kettle Ham Sandwich.
I hope (for DL's sake) they are investing in the right market segment...
Dec 30, 2011, 1:42 pm
#2
Suspended
Join Date: May 2010
Posts: 2,621
Kettle Tuna?
Took my last (DL) flights of 2011 today and it really hit me how much DL's target market has changed during "the year of the customer." A couple of items from today:
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
3) ATL-B25 SkyClub was just teaming with Kettles! Someone in the corner was raving about her Groupon deal while my wife was unable to get a full glass of water from the bar ("we're out, would you like something from the premium bar?"). Then I saw the image that put everything unto focus for me: a businessman huddled in one of the small chairs (where the cubicles used to be) surrounded by 2 families with small, screaming children. He had on his Bose headphones, but he eventually gave up and left the club (could have been going to his flight though).
Today, I've realized that "the year of the customer" did not mean that it would be a year focused on customer satisfaction, but rather a year focused on changing who DL's customers are. The great transition from road warriors to Kettles, loyal frequent flyers to 1-flight-per-year AMEX holders is nearly complete. How will they go from 200M to 1B in ancillary revenues next year? The Kettle Ham Sandwich.
I hope (for DL's sake) they are investing in the right market segment...
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
3) ATL-B25 SkyClub was just teaming with Kettles! Someone in the corner was raving about her Groupon deal while my wife was unable to get a full glass of water from the bar ("we're out, would you like something from the premium bar?"). Then I saw the image that put everything unto focus for me: a businessman huddled in one of the small chairs (where the cubicles used to be) surrounded by 2 families with small, screaming children. He had on his Bose headphones, but he eventually gave up and left the club (could have been going to his flight though).
Today, I've realized that "the year of the customer" did not mean that it would be a year focused on customer satisfaction, but rather a year focused on changing who DL's customers are. The great transition from road warriors to Kettles, loyal frequent flyers to 1-flight-per-year AMEX holders is nearly complete. How will they go from 200M to 1B in ancillary revenues next year? The Kettle Ham Sandwich.
I hope (for DL's sake) they are investing in the right market segment...
Dec 30, 2011, 2:25 pm
#4
Join Date: Nov 2009
Location: PHL
Programs: AA EXP
Posts: 953
Really disliking the loud, crowded SkyClubs. Biggest devaluation of 2011. 
They used to be an Oasis (JFK T4 joke) from the standing-room only, CNN-blaring, cart beeping, disgusting chair airport gates. Now all that is moving into the SkyClub. 
They used to be an Oasis (JFK T4 joke) from the standing-room only, CNN-blaring, cart beeping, disgusting chair airport gates. Now all that is moving into the SkyClub.
Dec 30, 2011, 2:35 pm
#5
Join Date: Jan 2008
Location: SLC
Programs: DL PM, Hilton/Marriott Gold
Posts: 971
I've posted here before about requiring an IQ test before allowing people on the plane, and every time I fly I find more evidence to support my claim...
Dec 30, 2011, 3:53 pm
#7
FlyerTalk Evangelist
Join Date: Apr 2009
Location: Bye Delta
Programs: AA EXP, HH Diamond, IHG Plat, Hyatt Plat, Marriott Plat, Nat'l Exec Elite, Avis Presidents Club
Posts: 16,264
Dec 30, 2011, 4:01 pm
#8
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Somewhere between here and there...
Programs: WWF, Appalachian Mountain Club
Posts: 11,595
Aren't bulkheads also preferred (pay) seats for non-status holders?
Dec 30, 2011, 4:20 pm
#9
Join Date: Aug 2011
Location: missing YX more every day
Programs: Delta KM/PM/MM, Nexus, CLEAR, Sharriott Plat, IHG Plat, Hilton Gold, Hertz PC
Posts: 1,105
start with 19?
Earlier this year, a family of kettles boarded, walked back to about row 30 on a 757, looked at their boarding passes (for the first time? maybe...) realized that they were in row 20-something, looked baffled for a moment, then realized that 20 comes before 30 in almost every number system.
I've posted here before about requiring an IQ test before allowing people on the plane, and every time I fly I find more evidence to support my claim...
I've posted here before about requiring an IQ test before allowing people on the plane, and every time I fly I find more evidence to support my claim...
Dec 30, 2011, 4:28 pm
#10
Join Date: Dec 2002
Location: MCO
Programs: DL GM/2.7MM, Marriott Lifetime PL, SPG Lifetime PL,Hilton Gold, Natl Lifetime Exec Elite
Posts: 841
!
Dec 30, 2011, 4:47 pm
#11
Join Date: Oct 2002
Location: LAS
Programs: PA FT, TW Gold, NW/CO PE, VK Eagleflyer
Posts: 7,173
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
2) "A free ticket to anywhere DL flies"? Someone should ask these charlatans if the offer is inclusive of Sydney.
Dec 30, 2011, 5:18 pm
#12
Join Date: Nov 2010
Programs: WN peon (was A+), IHG Plat Hilton HHonors Gold DL SkyPesos PM (still a peon) US Chmn, Hawaiian Haole
Posts: 1,166
1B/1C is good unless you have a carryon. Overheads in the first couple rows are invariably used for emergency equipment and FA bags. I always try for 3B on a CRJ200 because I almost always carry on.
Dec 30, 2011, 5:52 pm
#13
Join Date: Nov 2009
Location: Yellow Springs
Programs: AS 75k
Posts: 1,523
Earlier this year, a family of kettles boarded, walked back to about row 30 on a 757, looked at their boarding passes (for the first time? maybe...) realized that they were in row 20-something, looked baffled for a moment, then realized that 20 comes before 30 in almost every number system.
Dec 30, 2011, 7:21 pm
#14
Join Date: Aug 2011
Location: SDF
Programs: DL DM, Amex Plat, DL Amex Res, HHonors Gold, Choice Diamond, Hertz 5 Star
Posts: 67
Took my last (DL) flights of 2011 today and it really hit me how much DL's target market has changed during "the year of the customer." A couple of items from today:
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
3) ATL-B25 SkyClub was just teaming with Kettles! Someone in the corner was raving about her Groupon deal while my wife was unable to get a full glass of water from the bar ("we're out, would you like something from the premium bar?"). Then I saw the image that put everything unto focus for me: a businessman huddled in one of the small chairs (where the cubicles used to be) surrounded by 2 families with small, screaming children. He had on his Bose headphones, but he eventually gave up and left the club (could have been going to his flight though).
Today, I've realized that "the year of the customer" did not mean that it would be a year focused on customer satisfaction, but rather a year focused on changing who DL's customers are. The great transition from road warriors to Kettles, loyal frequent flyers to 1-flight-per-year AMEX holders is nearly complete. How will they go from 200M to 1B in ancillary revenues next year? The Kettle Ham Sandwich.
I hope (for DL's sake) they are investing in the right market segment...
1) On check-in at the kiosk in MCO, a couple of Kettles were checking in next to me. They complained that the kiosk wouldn't let them check-in. As it turned out, their handwritten PNR was too scribbled to be accurately read. The agent proceeded to check them in and they asked if there were available seats together. The agent replies "no... <pause>... unless you are willing to sit in an exit row." The husband Kettle jumps at the offer, but then the agent drops the bomb, "because those are premium seats, it will be $29 each." Out comes the CC & DL is $58 richer. My immediate assumption was that they were traveling transcon, but after waiting around to find out I discovered they were going to.... wait for it.... RDU! They dropped $58 to sit in 8A/B on a CRJ!
2) AMEX hawkers in the ATL-A concourse were out in full force. There were 5 of them plugging their plastic wares! Loudly, too... "Sir, come sign up for a free flight! It won't cost you anything!" "Ma'am step right up to a free ticket to anywhere Delta flies!"
3) ATL-B25 SkyClub was just teaming with Kettles! Someone in the corner was raving about her Groupon deal while my wife was unable to get a full glass of water from the bar ("we're out, would you like something from the premium bar?"). Then I saw the image that put everything unto focus for me: a businessman huddled in one of the small chairs (where the cubicles used to be) surrounded by 2 families with small, screaming children. He had on his Bose headphones, but he eventually gave up and left the club (could have been going to his flight though).
Today, I've realized that "the year of the customer" did not mean that it would be a year focused on customer satisfaction, but rather a year focused on changing who DL's customers are. The great transition from road warriors to Kettles, loyal frequent flyers to 1-flight-per-year AMEX holders is nearly complete. How will they go from 200M to 1B in ancillary revenues next year? The Kettle Ham Sandwich.
I hope (for DL's sake) they are investing in the right market segment...
Dec 30, 2011, 7:36 pm
#15
Join Date: Jan 2010
Location: Mid Atlantic
Programs: Delta Plat, one-time United Plat, Amex Plat, Marriott Plat, Hertz Prez Circle, Bus Pass
Posts: 1,237
Earlier this year, a family of kettles boarded, walked back to about row 30 on a 757, looked at their boarding passes (for the first time? maybe...) realized that they were in row 20-something, looked baffled for a moment, then realized that 20 comes before 30 in almost every number system.
I've posted here before about requiring an IQ test before allowing people on the plane, and every time I fly I find more evidence to support my claim...
I've posted here before about requiring an IQ test before allowing people on the plane, and every time I fly I find more evidence to support my claim...