Delta CEO Backtracks on Controversial SkyMiles Changes After Member Backlash

Delta CEO admits airline "went too far" with recent SkyMiles changes, says modifications coming after backlash
Ranks of elite SkyMiles members have swelled, crowding lounges and diluting benefits; changes aimed to better serve top loyalists
Shift to spend-based qualifying and limits on lounge access sparked intense criticism from members
CEO acknowledges importance of brand and program, says they will walk back some changes based on feedback
Goal is serving all members at highest level but growth has outpaced assets; CEO says changes were too fast

thepointsguy.com

Relevant topic timeline:

9/13/2023

Delta Overhauls Medallion Status Program, Making It Harder to Earn Top Elite Tiers

Delta Air Lines is making significant changes to its SkyMiles program, including retiring Medallion Qualifying Miles and Medallion Qualifying Segments and focusing on a redefined version of Medallion Qualifying Dollars, as well as raising the thresholds for achieving Medallion elite status, leaving many flyers unhappy.

9/14/2023

Delta Announces Major Changes to Airport Lounge Access and Elite Status Qualification Starting in 2024

Delta Air Lines is changing its access policies to Sky Club lounges and its frequent flyer status requirements, limiting visits for certain cardholders and basing status on spending rather than miles flown.

9/28/2023

Delta Faces Customer Revolt Over SkyMiles Changes That Make Elite Status Harder to Earn

Delta Air Lines will modify its SkyMiles frequent flier program after receiving negative feedback for changes that made it harder for customers to benefit from loyalty perks, according to CEO Ed Bastian.

10/18/2023

Delta Rolls Out Major Medallion Program Changes,Including Easier Status, More Sky Club Access, and New Choice Benefits

Delta has announced updates to its SkyMiles Program, including reducing the Medallion Qualification Dollars required for Medallion Status, increasing access to Sky Club, offering more flexibility for high MQM Rollover balances, and enhancing rewards for long-term loyalty.

10/18/2023

Delta Partially Rolls Back SkyMiles Changes After Customer Backlash, But Spending Requirements Still Increase

Delta Air Lines is making revisions to its frequent-flyer program, SkyMiles, to address customer dissatisfaction, but the changes will still prioritize big spenders over frequent flyers.

Topics

Posted 9/27/2023, 8:03:57 PM

Delta CEO Backtracks on Controversial SkyMiles Changes After Member Backlash

Delta CEO admits airline "went too far" with recent SkyMiles changes, says modifications coming after backlash
Ranks of elite SkyMiles members have swelled, crowding lounges and diluting benefits; changes aimed to better serve top loyalists
Shift to spend-based qualifying and limits on lounge access sparked intense criticism from members
CEO acknowledges importance of brand and program, says they will walk back some changes based on feedback
Goal is serving all members at highest level but growth has outpaced assets; CEO says changes were too fast

thepointsguy.com

Relevant topic timeline:

9/13/2023

Delta Overhauls Medallion Status Program, Making It Harder to Earn Top Elite Tiers

9/14/2023

Delta Announces Major Changes to Airport Lounge Access and Elite Status Qualification Starting in 2024

9/28/2023

Delta Faces Customer Revolt Over SkyMiles Changes That Make Elite Status Harder to Earn

10/18/2023

Delta Rolls Out Major Medallion Program Changes,Including Easier Status, More Sky Club Access, and New Choice Benefits

10/18/2023

Delta Partially Rolls Back SkyMiles Changes After Customer Backlash, But Spending Requirements Still Increase

Delta Air Lines is making revisions to its frequent-flyer program, SkyMiles, to address customer dissatisfaction, but the changes will still prioritize big spenders over frequent flyers.