Delta email regarding new program
 

I know I am new to post here even though I read the forum religiously. Never had much of a reason other then lurking till now. I am a Delta Diamond member (and my wife is platinum). All are travel is out of our own pocket so I felt compelled to share my thoughts on there 2015 program. I got a letter back that I felt was kind of condescending after the 100k I have spent with them over the last 5 or so years. I want to share it and get other peoples thoughts. Maybe I am over reacting? Maybe I am right? has anyone else got this letter?
thanks
josh


ORIGINAL MESSAGE
______________________________
Message:

Good Evening: I am writing this letter on behalf of myself and
my wife (platinum member). As you can see I am a very loyal (or was
loyal) diamond member of your airline. First I would like to say that I
truly believe that you have the best product on the market, all the way
from planes to the talented and wonderful team members. All that said I
wanted to let you know why I am dis-pleased with the new program and why
I will no longer be a diamond member going forward (AA thanks you). I
spend about 13-14k per year and get about 300k miles based on my
history, enough for 2 round trip Business class tickets based on the old
system, on the new system I will get just enough for 1 R/T ticket in
business and my wife will not even get that much. I love your airline
and product but a 50% reduction in my benefits hurts. Even the worst
airline mileage programs get 10% back, with Delta I will be getting less
then 8% on my money spent. I will reluctantly join United or AA or
possibly a Asian carrier due to the fact 95% of my flights are
international. I have enjoyed my time with your airline but from a
numbers point it no longer makes fiscal sense. I understand there needs
to be a balance, but this is not it. If you wish to keep my family's
business going forward I will await your response. Thank you

_______________________________________________
DELTA -


Thank you for your additional comments about the 2015 SkyMiles program.

We certainly recognize, as a Diamond Medallion member, you have invested
significant time with Delta, and we appreciate your business and
loyalty. We also understand the 2015 program updates will affect members
in different ways, but they best balance the needs of our customers and
our business. We’re confident the updates are the right moves for our
customers and airline.

Members who spend more with Delta will receive more miles, and customers
who purchase lower fares will still receive a great value for their
ticket. This model, based on dollars spent, is common for many
businesses, including those in the travel industry. Hotels and rental
car companies have used it for some time, and other airlines have also
moved in this direction.

Please be assured that mileage earning under the 2015 SkyMiles program
is the same formula for travelers worldwide. Additionally, please keep
in mind that as a Diamond Medallion, you earn 11 miles for every ticket
dollar (excluding government-imposed taxes and fees), increasing your
accruals per flight.

Understandably, being currently based in Asia has an impact on your
travel and membership in a US-based airline frequent flyer program in
regards to benefits such as domestic complimentary upgrades. I am glad
to see that your flight history with us shows that you were able to
travel in the First and Business class cabins on 75% of your flights
even though only 13% of your tickets were booked in those cabins.

We take customer feedback seriously, and your additional comments will
be forwarded to our SkyMiles Leadership Team for consideration. We
appreciate your Diamond Medallion status and hope we remain your airline
of choice.

Sincerely,

Mxxxx Gxxxxx
Diamond Desk

__________________________________________________ __
MY REPLY

Although you are correct I have traveled 75% of the time in business it is due to booking M class fares. You make a very sweeping and condescending statement like I have had the privilege of upgrades, I do not think paying a 3600 coach fare and using my miles or upgrade certificates is exactly a huge benefit. Outside of Southwest airlines who uses a pay based system? I am aware hotels use this system and its fine because you redeem them based on dollars (like southwest). If you would like to go to a system where you redeem miles based on ticket value I would have no issue, you are not doing this. Its great that you are "keeping the same formula for travelers world wide" except you do not give the same benefits to travelers world wide do you? Please tell me how this balances the "needs" of your customers? do they need less miles? If you are going to reward top spenders why cap this at 75,000 per trip?

I have no intention to get into a debate or argument with you, even though it appears that is the tone of your email. My original email was to only inform you that I feel you have a great product and to why I will no longer be able to continue to use it. If you wish to debate this issue with your valued customers here or via social media we can. As someone that spends over 20,000 per year with your airline (myself and my wife) I expected a little better.

__________________________________________________ __

was I out of line? Delta out of line? or just the standard junk letter everyone gets? Thank you for your feedback

New Delta Program response email
 

I know I am new to post here even though I read the forum religiously. Never had much of a reason other then lurking till now. I am a Delta Diamond member (and my wife is platinum). All are travel is out of our own pocket so I felt compelled to share my thoughts on there 2015 program. I got a letter back that I felt was kind of condescending after the 100k I have spent with them over the last 5 or so years. I want to share it and get other peoples thoughts. Maybe I am over reacting? Maybe I am right? has anyone else got this letter?
thanks
josh


ORIGINAL MESSAGE
______________________________
Message:

Good Evening: I am writing this letter on behalf of myself and
my wife (platinum member). As you can see I am a very loyal (or was
loyal) diamond member of your airline. First I would like to say that I
truly believe that you have the best product on the market, all the way
from planes to the talented and wonderful team members. All that said I
wanted to let you know why I am dis-pleased with the new program and why
I will no longer be a diamond member going forward (AA thanks you). I
spend about 13-14k per year and get about 300k miles based on my
history, enough for 2 round trip Business class tickets based on the old
system, on the new system I will get just enough for 1 R/T ticket in
business and my wife will not even get that much. I love your airline
and product but a 50% reduction in my benefits hurts. Even the worst
airline mileage programs get 10% back, with Delta I will be getting less
then 8% on my money spent. I will reluctantly join United or AA or
possibly a Asian carrier due to the fact 95% of my flights are
international. I have enjoyed my time with your airline but from a
numbers point it no longer makes fiscal sense. I understand there needs
to be a balance, but this is not it. If you wish to keep my family's
business going forward I will await your response. Thank you

_______________________________________________
DELTA -


Thank you for your additional comments about the 2015 SkyMiles program.

We certainly recognize, as a Diamond Medallion member, you have invested
significant time with Delta, and we appreciate your business and
loyalty. We also understand the 2015 program updates will affect members
in different ways, but they best balance the needs of our customers and
our business. We’re confident the updates are the right moves for our
customers and airline.

Members who spend more with Delta will receive more miles, and customers
who purchase lower fares will still receive a great value for their
ticket. This model, based on dollars spent, is common for many
businesses, including those in the travel industry. Hotels and rental
car companies have used it for some time, and other airlines have also
moved in this direction.

Please be assured that mileage earning under the 2015 SkyMiles program
is the same formula for travelers worldwide. Additionally, please keep
in mind that as a Diamond Medallion, you earn 11 miles for every ticket
dollar (excluding government-imposed taxes and fees), increasing your
accruals per flight.

Understandably, being currently based in Asia has an impact on your
travel and membership in a US-based airline frequent flyer program in
regards to benefits such as domestic complimentary upgrades. I am glad
to see that your flight history with us shows that you were able to
travel in the First and Business class cabins on 75% of your flights
even though only 13% of your tickets were booked in those cabins.

We take customer feedback seriously, and your additional comments will
be forwarded to our SkyMiles Leadership Team for consideration. We
appreciate your Diamond Medallion status and hope we remain your airline
of choice.

Sincerely,

Marlee Gommo
Diamond Desk

__________________________________________________ __
MY REPLY

Although you are correct I have traveled 75% of the time in business it is due to booking M class fares. You make a very sweeping and condescending statement like I have had the privilege of upgrades, I do not think paying a 3600 coach fare and using my miles or upgrade certificates is exactly a huge benefit. Outside of Southwest airlines who uses a pay based system? I am aware hotels use this system and its fine because you redeem them based on dollars (like southwest). If you would like to go to a system where you redeem miles based on ticket value I would have no issue, you are not doing this. Its great that you are "keeping the same formula for travelers world wide" except you do not give the same benefits to travelers world wide do you? Please tell me how this balances the "needs" of your customers? do they need less miles? If you are going to reward top spenders why cap this at 75,000 per trip?

I have no intention to get into a debate or argument with you, even though it appears that is the tone of your email. My original email was to only inform you that I feel you have a great product and to why I will no longer be able to continue to use it. If you wish to debate this issue with your valued customers here or via social media we can. As someone that spends over 20,000 per year with your airline (myself and my wife) I expected a little better.

__________________________________________________ __

was I out of line? Delta out of line? or just the standard junk letter everyone gets? Thank you for your feedback

Is the 75% figure incorrect? Were you buying unrestricted first class or business class tickets to sit in those cabins, or were you buying coach tickets 75% of the time and upgrading (no matter how much those coach tickets cost and no matter the type of upgrade)?

Delta and United have made it very clear they're going to a revenue based program that will be most attractive to business travelers that buy more expensive tickets closer to departure. You and I aren't in their targeted group of flyers and it doesn't make much sense to do battle with the airlines - they know exactly who they want to reward and if it fails they might come back asking for our return with more liberal benefits. Time will tell.

I don't see anything insulting in their letter - sounds like they pretty much spelled out the facts and actually did some research on your flying patterns.

I might be over reacting your right, maybe I am a bit bitter about the changes, just found it a touch insulting they want to bring up the fact that I get upgrades 75% but ignore that I am buying my tickets in Y,B,M depending on what the cheapest category a upgrade is available in. the 13% represents that time that business Z is available and cheaper then going into M.
I fly quite often from Thailand to the USA and have some date flexibility and always have used my system wide upgrades (y,b,m, only), miles, or Z class. I selected my benefits before the global upgrades program rolled out The remaining 12% is for the rare time one of those classes were not available or a random domestic flight when I was back in the states to see family.

Hope you are right about going back later when they realize they lose enough customers like myself I guess.
Thanks

Hmmmm . . . . Where have we heard this line before?? ;)

UA's 2015 program is virtually identical to DL's. AA is expected to follow the year after, when their merger stuff settles down.

Just curious, what exactly did you expect them to do?

They obviously don't want to debate this with anyone. Surely they have done thorough surveys and studies before announcing the new program, and aren't likely to change, unless they eventually feel some kind of impact on their bottom line.

Didn't you know that they only want OPM flyers :D?

To be honest I expected them to just say something along the lines of thank you for voicing your concerns and your business we will pass along your thoughts on the issue and let it be done. As to my comment "I expected a little better" I was referring to them trying to tell me that living here I get the same benefits as I was living in America still, or them trying to tell me that I get upgrades quite often even though I feel as I pay for those upgrades.

Really did not want to do anything more then to add my voice to the chorus of growing concerns. Obviously it is their company and they can do as they wish with it, just figured as a business owner costumer feedback is always welcome even if it is sometimes something you don't want to hear. I will look at Singapore airlines and Cathay I think.

Accept the fact that you are not one of those people DL or UA cares much about anymore. Once you understand they don't care, your anger will subside and you'll do the next logical choice: fly whatever airline and not care about what a frequent flyer program will offer; because it won't offer a majority of the flying public much (unless you happen to be one of those who fly on the company dime).

Why are you cross-posting this to multiple forums?

An agent spent 20-30 seconds scanning the whine and selected the pre-written response which best responds. That's what OP got and the agent was on to the next issue from someone else.

Why are you cross-posting this to multiple forums?

as you can see I am new here to posting and think i posted it in the wrong place first.....on the plus side I did email the forum moderator to inform them just don't know how to delete it myself.....sorry nothing intentional:(

The response is better now than perhaps a year ago when the response was basically a parroted canned response. IMHO such notes as yours are better off being sent to whomever took over for Jeff Robertson. Sending comments/concerns to the on line is best for day-to-day issues. Where you can expect some sky scrip (aka pesos) to be toss yer way.

I'm actually pretty impressed that the information that OP has flown up front 75% of the time vs. booking it 13% of the time is readily available even to an agent who, as Often1 noted, spent minimal time responding to the complaint. Wonder what other metrics they have at their disposal.

I do get upgrades a lot of the time but I am pretty sure its cause I book in upgradeable fare classes (y,b,m) and then use my old system wide upgrades (last years platinum and diamond benefit choice) the 13% is when business Z is cheaper then going with M, and 12% when my dates are not flexible and I have to go and don't buy full J. Hope that shines a little light on it, I was more upset that they quoted that part like I was getting a great deal where as I feel that I am paying for that great deal.

Yeah I'm not suggesting they're interpreting those numbers correctly, but it was interesting to me that they had them at all.