Delta Airlines Makes Adjustments to Unpopular Changes in its Frequent-Flyer Program
Delta Airlines, one of the largest and most popular airlines in the world, recently made some adjustments to its frequent-flyer program in response to customer feedback. The changes, which were initially met with criticism and dissatisfaction from loyal customers, have been revised to better meet the needs and expectations of Delta’s frequent flyers.
The frequent-flyer program, known as SkyMiles, is designed to reward loyal Delta customers with various benefits and perks based on their travel activity. However, when Delta announced some significant changes to the program earlier this year, many customers expressed their disappointment and frustration.
One of the most significant changes was the shift from a mileage-based system to a revenue-based system for earning miles. Under the original plan, customers would earn miles based on the distance flown, while the revised system awards miles based on the amount spent on airfare. This change was met with resistance as it meant that customers who frequently booked cheaper flights would earn fewer miles compared to those who spent more on premium fares.
In response to the backlash, Delta Airlines decided to make adjustments to the revenue-based system. The revised program now offers more opportunities for customers to earn miles based on their loyalty and engagement with the airline. Delta introduced a new tier called “Elevate” that allows customers to earn bonus miles based on their annual spending with the airline. This change aims to reward loyal customers who consistently choose Delta for their travel needs.
Another adjustment made by Delta is the introduction of rollover miles. Previously, any unused miles would expire at the end of the calendar year. However, under the new policy, any unused miles will roll over into the following year, giving customers more time to use their accumulated miles. This change was well-received by frequent flyers who felt that their loyalty should be rewarded with more flexibility in using their earned miles.
Furthermore, Delta Airlines has also improved its redemption options for SkyMiles. Customers can now redeem their miles for a wider range of rewards, including flight upgrades, hotel stays, car rentals, and even experiences such as concert tickets or exclusive events. This expansion of redemption options provides customers with more value and flexibility when it comes to utilizing their earned miles.
Delta Airlines has made it clear that customer feedback played a significant role in these adjustments. By listening to their customers’ concerns and addressing them promptly, Delta has demonstrated its commitment to providing a frequent-flyer program that meets the needs and expectations of its loyal customer base.
In conclusion, Delta Airlines has made significant adjustments to its frequent-flyer program in response to customer dissatisfaction. The changes include a revised revenue-based system that rewards loyalty and engagement, the introduction of rollover miles, and an expanded range of redemption options. These adjustments demonstrate Delta’s commitment to listening to its customers and ensuring that their loyalty is recognized and rewarded.
