Delta’s recent changes to its loyalty program, including limiting access to its Sky Club lounges and basing elite status on customer spending, did not go over well with customers. Many took to social media to express their disappointment and threatened to switch to other airlines with better benefits. However, Delta CEO Ed Bastian has heard the feedback and promises to roll out policy tweaks in the coming weeks. Bastian explained that the increase in premium-tier travelers following the pandemic has overwhelmed the airline’s ability to effectively serve its customers. While some changes won’t be implemented until 2025, updates to the policy will be announced soon.
Bastian acknowledged that Delta moved too fast in overhauling its travel benefits and admitted that the response from customers has been a “gift.” He recognizes the importance of feedback and is still assessing what modifications to make. Delta’s rivals, such as JetBlue and Alaska Airlines, wasted no time in capitalizing on the discontent among Delta’s customers. JetBlue, in particular, crafted a release tempting customers with a new loyalty program. However, Delta’s sheer size and long-standing brand give it an advantage over its competitors.
In conclusion, Delta’s recent changes to its loyalty program sparked backlash from customers and prompted the airline to announce upcoming policy tweaks. CEO Ed Bastian acknowledges that they moved too quickly and appreciates the feedback received from loyal travelers. Delta’s rivals, JetBlue and Alaska Airlines, have sought to attract dissatisfied customers, but Delta’s large customer base and established brand work in its favor. The airline will continue to assess the situation and make modifications to better serve its customers.