Sez_Who

Interesting timing but received a survey from DL about the SkyMiles program. The surveys are important because as we all know, DL makes changes we request based on feedback from us.

They asked a number of questions but maybe the most relevant was ranking the importance of certain things related to DL flts. The survey asked them first for biz travelers, then for leisure, the only difference being they also asked to rank “Your company travel policy” for biz.

Thought it might be interesting to see how FTers would rank these things (#1 being most important). To avoid any bias, they are listed in alphabetical order:

• Convenient schedules
• Customer Service
• Frequent Flyer Program
• Onboard products/features
• Route/destinations served
• Ticket price

Finally, they asked a general question: What, if anything, can we do to improve the SkyMiles program?

What say you, how would you rank these six items and what would you suggest to DL to improve the SM program?

Beckles

When I buy a ticket the factors in order are price, schedule, frequent flyer program, onboard amenities, and customer service. Route/destinations served is not a rankable factor at the ticket level, because it's just yes/no. For some trips schedule may get flipped with price, especially if it's just a one-day in/out trip (e.g., going to Chicago I usually don't fly Delta since UA, AA, and WN all have non-stop flights or to Denver I'm not flying Delta over UA, F9, and WN).

jrkmsp

I got that survey a month or two ago. Can't remember what I said, but I think I got 250 miles out of it. I didn't realize at the time how valuable those would become.

TurtleSVS

The thing I would rank #1 isn't even mentioned. Operational reliability.

MSPeconomist

Exactly.

Also, I wish customer service would be defined on these things. Should be understand this to mean counter/gate, phone, IROPs handling, FA service on board? They're very different.

BobH

They left off something important -- comfort of plane -- I'll chose a 717 over a 200 any day of the week and twice on Fridays.

Unless they want to call that "on board" features that is.

<lol>

Bob H

mattp1987

I'm interested to know what they consider Frequent Flyer Program. I consider the Medallion program somewhat separate from the Skymiles program. The Medallion program and the benefits associated with it are quite important to me. The Skymiles are a nice bonus but not nearly as important to me which explains why I'm not nearly as upset as other LVCs about the RDM changes.

MSPeconomist

Good point, although elites have better availability for some award tickets and have access to elite agents (with lower waiting times) to do phone bookings and changes to award tickets, so we have it better than when a kettle tries to redeem miles.

knit-in

I guess Route/ Destination would be no. 1, cause, well, if it isn't going there then I am not taking it.
The rest would be in the order of Price, Schedule and Onboard Product. Customer Service and FF Program are equally important/ unimportant to me, depending on the day. Plus the scope of these last two is pretty wide to define, as someone else posted.

fromYXU

#1 would be ticket price with schedule being a close second.
Customer service, depends - I enjoy the DM line for ease of use and during IROPS.
Onboard features is more important on long flights.


Not included here are partners. Flying through Asia is a lot less rewarding than flying through Europe. That needs to be fixed.