No one has said there's a FT team or even person at DL. It's simply been pointed out that companies do look at sites like this (I hardly call FT fringe, one of the better/best known FF discussion boards) to see things that a survey can miss. It doesn't mean big decisions are based off comments on such sites, nor that they actively read the sites. However any company worth two cents know to periodically take a look at what is being said about them online.

I can tell you that DL definitely monitors Flyertalk. A vast source of data, high value customers, some not so high :) etc. They would be stupid not to.

... some are high value, some are just high :D

Well, that would certainly be a way to liven up the F cabin these days. Lol

Monitoring is different from actively participating, unfortunately.....and in the other direction, there once were some DL DOs and a few cases where we organized something special to recognize some PMNW/DL employees, of course with DL's acquiescence or better.

Heck I never expected to influence a Delta marketing team on this forum. I did however expect to influence the regulars on this forum about the good and bad of Delta service.

I primarily influence through my company's negotiations with DL. Our poor DL account manager is going to hear me singing: "NO no no noooo noooo noooo, no, no, helllzzz noooooo!" until DL improves its pathetic inflight services.

So this account is fake? :p

https://www.flyertalk.com/forum/memb...milesteam.html

There have been other reps over the years, they do come and go....

Well good luck with that. Delta is working hard to keep the FAs safe, happy, and non-unionized.

David

They monitor it to some extent. I received a PM about 2 years ago from the “SkymilesTeam” account regarding an issue I posted about on the DL forum. Does DL make decisions off of what they observe and read on FT and if so to what extent? I guess only DL knows that answer

Some recent FAs acknowledged their embarrassment and offered their apologies on how minimal their service has become. YMMV.

Right let's see if they can keep all those wonderful FAs who don't want to serve soft drinks employed if their revenues continue to worsen as they lose more premium cabin corporate accounts

yes Delta monitors FT. Infact, they're monitoring it right ... now ... ;)

Can confirm that you're incorrect...FT is monitored, just like any other customer discussion forum is.

DL clearly has a strategy they're going for right now, one that focuses on capturing safety-conscious economy customers. For better or worse I don't think you're in their target demographic right now and I bet the loss of revenue from you is expected. From my perspective as an avid but not frequent flyer and the perspectives of family and friends who couldn't care less about airplanes, DL is the only viable choice right now because of their commitment to seat spacing and mask wearing, and any service compromises as a result of that are acceptable. YMMV.

Delta almost certainly monitors this forum, either manually or (more likely) via sentiment / trend analytics provided by various different providers.

The role of forums like FlyerTalk have declined precipitously with the dominance of Twitter, Facebook, etc which is where sentiment analysis is most used these days.

But the likelihood that this forum is not one of the source lists for general input analysis is unlikely - not because we're important, but because it's easy to add a few more source targets to sentiment analysis tools.