Ready, Fire, Aim! - Mihail's Public Blog: Death of Customer Service: Delta Airlines to Silver Medallion: Screw You

Sunday, April 25, 2010

Death of Customer Service: Delta Airlines to Silver Medallion: Screw You

So just when I was about to write an update about Delta Airlines to commend them from the changes and improvement in customer service agents, Delta slams its loyal customers -- without warning -- with a new program that screws even those Delta fliers who had Silver Medallion status. And Delta gave its "loyal" customers a two-day notice to implement this new program.

So, suddenly, those people who purchased a Sky Club membership which gave them access to fast security lines were held holding a membership for club rooms that are increasingly full and don't even provide the most important amenity of priority security lines. Delta is starting to look a lot like FlyClear, the now bankrupt service that screwed a lot of travelers, too. And, oh yeah, the few Silver Medallion members who used to be in Zone 1 have now been bumped down to Zone 2. 

When we asked the agent at the Sky Club entrance, even she thought these changes were "ridiculous"! If your customer service folks at the frontlines think you've come up with a program that sucks, maybe you should be rethinking your strategy.

So here's what Delta had to say to one Silver Medallion member (so that they can squeeze more dollars out of each loyal frequent flier -- if you can't reach Gold status with just your flying, come spend money with us via our American Expres credit cards):
We hope you're enjoying all the benefits of your 2010 Silver Medallion® status. As you continue to take advantage of these benefits—including priority check-in and boarding, preferred seats, complimentary upgrades, mileage bonuses, and Rollover Medallion Qualification Miles (MQMs)—we'd like to offer you an additional opportunity to enjoy a higher level of travel experience with Delta Sky Priority™, beginning April 15, 2010

Sky Priority is a suite of improved services you could enjoy at key moments during your travel. While your current Silver Medallion benefits do not provide you with automatic access to the expanded services of Sky Priority, these services are available should you upgrade to or purchase a BusinessElite®, First or Business Class ticket. 

Sky Priority services were created to reinforce Delta's commitment to our highest valued customers. Here's how Sky Priority could give you more:
  • Faster Check-In: Access dedicated check-in areas at the airport to help you move through the process faster.
  • Accelerated Security Clearance: Walk through expedited security lines at select airports so you can get on your way as soon as possible.
  • Highest Boarding Priority: Board in Zone 1, so you can enter first to secure the best overhead bin space, or take your seat at your leisure—the choice is yours.
  • Expedited Baggage Service: Have your bags delivered first to the carousel so you can head home or to your next meeting with no delay.
When you reach Gold Medallion status, you can enjoy Sky Priority services no matter what class you fly. You can get closer to Gold Medallion status by earning MQMs or Medallion Qualification Segments when you fly with Delta, take advantage of SkyMiles® partner opportunities or acquire the Platinum Delta SkyMiles® Credit Card or the Delta Reserve Credit Card from American Express

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