Delta Air Lines Revisits Recently Announced Changes to Loyalty Program Following Criticism

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Delta Air Lines is reassessing alterations previously made to its frequent-flyer program, as the company’s CEO, Ed Bastian, admitted the changes may have been too aggressive in dealing with the increased numbers of elite status members.

Two weeks prior, Delta disclosed that beginning in early 2025, elite status would solely be determined by expenditure rather than also including the number of flights taken. Furthermore, the airline decided to restrict airport lounge access for individuals possessing Delta-branded credit cards.

“In hindsight, we likely went too far with these changes,” Ed Bastian conveyed to members of the Atlanta Rotary Club. “Our actions were perhaps too hasty, and we are currently reevaluating the situation.”

Bastian committed to forthcoming “modifications” to the program, stating that detailed announcements will be made in the ensuing weeks, although he did not elaborate on specifics.

The CEO’s remarks were made on a Monday, with the recording being publicly released on the following Wednesday.

The initial changes encountered widespread disapproval on social media platforms, causing some of Delta’s frequent flyers to consider patronizing other airlines. Competitors such as Alaska Airlines and JetBlue Airways seized the opportunity to attract dissatisfied Delta customers by offering to match their existing loyalty status in their own programs.

“We’ve heard a considerable amount of feedback,” Bastian admitted. After he announced the company’s intention to revisit the changes, the assembled audience at the Rotary meeting erupted in applause.

According to Bastian, since the onset of the pandemic, the number of Delta customers holding the highest Diamond status has doubled. This has resulted in an overwhelming demand for premium seats, upgrades, and entry to Delta’s airport Sky Clubs, consequently leading to overcrowding issues and customer dissatisfaction.

In conclusion, Bastian emphasized that Delta, headquartered in Atlanta, must ensure it continues to meet the service expectations of its top-tier frequent flyers.

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More about Delta Air Lines Loyalty Program Changes

• Delta Air Lines Official Announcement
• Ed Bastian’s Remarks at Atlanta Rotary Club
• Social Media Feedback on Delta’s Loyalty Program Changes
• Alaska Airlines and JetBlue’s Offers for Delta Customers
• Pre-pandemic Structure of Delta’s Frequent-Flyer Program
• Industry Analysis on Airline Loyalty Programs