| genewang |
Feb 3, 2013 1:54 am |
Open letter to Delta regarding Diamond benefits
Dear Sir/Madam,
I have tried to express my frustration with Delta's loyalty program through a variety of letters and calls to Delta, but to no avail. I have never received a specific reply to any of my concerns, so I am opting to write an open letter to Delta to address some of my and my fellow travelers' concerns.
As a Diamond / Million Miler, I receive systemwide upgrade certificates that are extremely difficult to redeem. From the customer's perspective, I am extremely frustrated with Delta, as I receive benefits that I find very difficult to redeem. Such a loyalty incentive is truly ineffective, as it serves only to offend customers, especially when they are forced to purchase higher fare class tickets, waitlist for an upgrade and still fly in economy class. In the end, the airline has forced its most loyal customers to pay a higher fare for an economy class ticket. Such policy has certainly lessened my loyalty to Delta. I have also been Diamond with Cathay Pacific, and that airline does its best to encourage loyalty amongst is most important Diamond members. Whilst redemptions are not always available for Silver and Gold level CX members, redemptions are always available for CX Diamond members, with very few blackouts.
This past year on Delta, I have paid a higher fare class and not cleared the waitlist. The result was I paid a higher fare for an economy class seat. I have also tried to redeem Skymiles on Skyteam partners for various family holiday travel, but again, was unable to redeem. It is my hope that DL Diamond members / Million Milers will be able to continue their loyalty to DL, by being allowed to redeem their loyalty benefits in a reasonable manner.
I have heard that the reason that Diamond members do not receive much preference anymore, is that there are quite frankly, too many Diamond members. Delta is now in the business of giving away MQMs or EQMs for credit card purchases. I believe this policy will alienate customers who are truly flying Delta and who need the benefits the most. Without being able to redeem benefits, Diamond membership is meaningless with Delta. I hope Delta remains committed and focused to its primary business.
I, along with several of my colleagues, are at the point where I am actively searching for alternative airlines to travel with. Many of us have recently taken the United Challenge and are now flying with United instead of Delta, after many years of being loyal to Delta.
I am truly disappointed in Delta, and I hope that this email will help Delta revisit its loyalty program to ensure that its most loyal customers remain loyal to Delta.
Sincerely,
Delta Diamond / Million Miler
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