Delta CEO Ed Bastian admitted that the airline “probably went too far” in cracking down on its loyalty program.
"I will tell you that we're listening to the feedback," Delta head Ed Bastian said in a recorded Rotary Club of Atlanta meeting on Sept. 25."We are reading the feedback. Our reservation agents are talking to customers that call in and the feedback matters.
And we're not ready to fully — we're still assessing what we do." While not going into specifics, Bastian said that modifications to the updated loyalty program would be coming"sometime in the next few weeks." The main changes that Delta had wanted to introduce included caps on lounge visits that are currently unlimited to status holders and scrapped waivers that allowed passengers to earn status by spending $25,000 on eligible credit cards. As of 2024, customers will need to spend a respective $6,000, $12,000, $18,000 and $35,000 directly with the airline.Both in announcing the changes and in his Rotary Club speech, Bastian explained that the changes were necessary because it was getting hard to continue providing the same"level of premium experience" amid high number of travelers and understaffing following the pandemic. Delta's SkyClub lounges, in particular, wereand some travelers complained that they no longer had the same"luxury experience" they were designed to create. "Our team wanted to kind of rip the Band-Aid off and didn't want to have to keep going through this every year with changes in nickel and diming and whatnot," Bastian said."I think we moved too fast and so we're we're looking at it now." "Frequent flyers are livid over Delta Air Lines' changes to its SkyMiles program — and other airlines see an opportunity," The Points Guy's David SlotnickThe Arena Media Brands, LLC THESTREET is a registered trademark of TheStreet, Inc.
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