Delta CEO Acknowledges Unpopular Changes to SkyMiles Program, Promises Adjustments

Delta Air Lines recently faced backlash for changes made to its SkyMiles loyalty program, prompting competitors to seize the opportunity to lure away disgruntled customers. Delta CEO Ed Bastian has now acknowledged the negative response and promises to make policy adjustments in the coming weeks.

The controversial changes included limiting access to the popular Sky Club lounges for many American Express users and revamping the rewards system based on spending rather than miles flown.

Bastian addressed the issue, emphasizing that the company had faced an influx of premium-tier travelers due to the pandemic, causing a need for adjustments. He noted that “All our diamonds are special, but we’ve got a lot of you.”

To meet the demands of premium travelers more effectively, Delta had announced changes, such as limiting Sky Club visits for American Express Platinum cardholders and restricting lounge access for various groups, including Delta SkyMiles Platinum members.

Bastian admitted that Delta may have moved too quickly in implementing these changes and is reevaluating its approach. He stated that “feedback is a gift” and that the response from loyal travelers underscores their love for the company.

While competitors like JetBlue and Alaska Airlines have tried to attract dissatisfied Delta customers with alternative loyalty programs, Delta’s vast customer base and long-standing brand presence give it a significant advantage in the airline industry.

Delta Air Lines, with approximately 200 million customers and 4,000 daily flights, remains a major player despite the recent turbulence caused by its loyalty program adjustments.

Sources: AirGuide Business airguide.info, msn.com, news.delta.com, apple.news