Many comments have flooded in about the Save SkyMiles campaign. Some of them are listed below.

*Some comments have been edited for content and/or brevity.

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Steve Jellison - May 6, 2003

I lost my Medallion status in March because of a break in my travel due to a new hip. I received the recent letter re: changes, responded that I think it's all a sham and received an email from Delta expressing their disappointment that I was unhappy. Fortunatly, I am moving from Florida to St. Louis where I can resume my adventure with AA prieviously TWA. Their program is still in tack..I advised all of my sales staff to find alternate carriers to Delta when possible and also authorized some additional reasonable expendatures on their part if another carrier was available. There are some things that I cannot tolerate. Good luck...

Mike Seidenman - May 1, 2003

After writing the following letter, I decided to stick with Delta until I re-qualify for PM under the old plan in hope that Delta will make changes to the program.

December 17, 2002

Mr. Leo F. Mullin
Chairman and Chief Executive Officer
Delta Airlines
Hartsfield Atlanta International Airport
Atlanta, Ga. 30320


Dear Mr. Mullin,

Ever since I received the call from James Pilcher, regarding the changes in Delta’s Elite program, I have been trying to figure out what to say to you. Like I told Mr. Pilcher, “"Delta has been steadily picking away at their better customers, and eventually we'll find other options," said Mike Seidenman, a Fairfield salesman and a platinum Medallion member.”This kind of screws us to the wall." http://enquirer.com/editions/2002/12/12/biz_skymiles12.html

So, I just want to thank you for taking away any incentive for me to use Delta exclusively, like I have the past 10-12 years or more. Three Million miles with Delta should attest to that loyalty.

Even the Comair strike didn’t stop me from giving you my business.

I stayed loyal even after you took away my “Lifetime Crown Room” privileges when you destroyed the Flying Colonel program.

I complained, but stayed loyal even when you brought in the terrible LUser fares and prevented me from upgrading. You beat the www.saveskymiles.com publicity and I guess you became cocky. You must believe that Delta can survive any onslaught from your “Loyal Passengers.” Although, I notice that we are no longer “The Loyal Elite.”

Now you take away any possible reason for me to give you my flying dollars week in and week out!


There is no possible way for me to re-qualify as a Platinum Medallion SkyMiles Member after this year. And, even if I could, your changes made it practically worthless. Sure, you still give me Crown Room privileges, thanks! And you will throw me a few First Class bones on the occasions when I cannot get a low fare and I win the upgrade lottery.

This year I had 107 segments for 75,928 base miles. Last year I had somewhere around 135 segments and about 80,000 base miles or so. Now you want me to ask my bosses to let me pay you more? I am already paying you too much! I stayed loyal, knowing that because I live in Cincinnati, I was paying more than anyone else in my company to give you my business. I subjected myself to drives to Dayton, Louisville and Columbus to save my company money. In the process, I learned about cancelled flights and 1-2 hour cab rides to catch my connections.

There is no way in the world that I can pay you for a higher class of fare and expect not to get fired! (As someone stated in one of the very negative Delta posts on www.flyertalk.com , would you allow your employees to pay the full rack rate for a hotel room instead of your negotiated discount? I do not believe that you would.)

Mr. Mullin, you will see me on some flights this year. Probably in the back of coach. I still must find another carrier that appreciates me for my loyalty for flying with them exclusively for years to come. I need to find someone who appreciates me not because of what I did for them yesterday, but because I am a LOYAL CUSTOMER. This is not going to be an easy job because of your stranglehold on the Greater Cincinnati Airport, but I will find a way.

If you decide that you want to keep my business you can try. You still have a little time left. To have to change now is a real crime. Delta’s front line people are the best in the world.

Please give us back qualifying segments and the ability to upgrade most discount fares at the time of ticketing.

Sincerely,

Mike Seidenman

PM, MM, FC

Mike Seidenman - May 1, 2003

Subj: Reply to note regarding Medallion program changes
Date: 5/1/2003
Time: 5:19:26 PM Eastern Standard Time


To: patrice.miles@delta.com
CC: leo.mullin@delta.com, vicki.escarra@delta.com, jackie.yeaney@delta.com, robert.borden@delta.com, tracey.bowen@delta.com,


Patrice G. Miles
Vice President, Consumer Marketing
Delta Air Lines

Dear Patrice,

Thank you for sending me the pretty update regarding Medallion changes. But pretty notices do not make up for the fact the program stinks. At least this was a personalized email unlike the replies to previous communications.

Delta is going out of it's way to kill a great program. You are hurting those of us who only fly short hauls by removing segment qualification. Then, once qualified, there is no benefit to being Platinum or Gold.

To quote my old boss, "you are stabbing yourself, just to watch us bleed!"

You are losing flyers daily... all being comped to status with other carriers. I am waiting (because I am stupid) until I qualify for PM under OLD rules (I am almost there, 45 segments and only 26,800 MQMs). Then, if nothing changes, it's bye bye.

What an end to a twenty year relationship!

One positive thing that Delta has accomplished for me is that it helped turn me into an advocate for Medallion flyers.

The meeting at Newark was a start. It seemed productive. I certainly thought that you would have changed something by now.

I would never have thought about contributing to, and helping organize, the rolling billboard project (which will keep showing up at various locations). I would never have allowed myself to be interviewed by newspaper, radio and TV reporters (The Wall Street Journal interview and article was my highlight so far--but, there will be more).

Who would have believed what www.saveskymiles.com could do in such a short period of time? I would never, in my wildest imagination, have believed that a group of anonymous members of an on-line bulletin board (Flyertalk.com) could do so much, so quickly, with so little.

It seems like David vs. Goliath all over again!

Thank you for allowing me the chance to grow.

Thank you for your email,

Mike

Rusty Cartmill - May 1, 2003

After 5 straight years at Gold level, Delta drove me away to OnePass in 1999 with LUser (now insULT) fares.

Ironically, complaints about this latest round of changes are likely to be only a fraction of what they WOULD have been because Delta has ALREADY run off so many people with its hostile policies toward lower fares that are out of line (i.e. uncompetitive) with the rest of the industry.

If I'm at least in the running for an upgrade 100 percent of the time on Continental or Northwest and only part of the time on Delta, it's not a hard decision which program to take. Delta doesn't seem to appreciate that when they lose elite members, those people take nearly ALL their business away with them. FF programs both demand and reward loyalty.

This has already translated to lots more EMPTY SEATS for Delta, both up front and in the back. How many? They probably don't know, but as long as there's 9/11, the war, SARS or whatever else to blame, Leo Mullin and company won't be admitting that poor management decisions like those with SkyMiles have contributed to Delta's current substantial woes.

My concern today is that Delta will try to be malignant with its changes if it enters an alliance with Continental and Northwest.

On the hopeful side, though, I'm reminded of how Continental cleaned house in its upper management in 1994. Continental had changed OnePass too much and made it uncompetitive, and the new management led by Gordon Bethune (to its credit) recognized the error and quickly worked to repair OnePass.

Delta needs a similar upper management housecleaning today.

GBS - April 30, 2003

Northwest and United matched my Delta status without flying a mile. I doubt if it had worked the other way and Delta appears to not want my business so I'm staying away.

If I do have to fly Delta, I will not use any automated checkin to save them money and I'll make sure I use all the soap I need in the lavatory and drink coke till I pass out in the cattle section (as I'm sure Gold is not good enough for upgrades)

Bye bye Delta!

Marvin B. Cheser - April 30, 2003

For years I flew out of Washington, DC for business purposes on United with Premier Executive status evey year. I then moved to Pensacola, FL and switched to Delta because United does not have service to Pensacola. I have qualified for Silver Medallion status but find it increasingly hard to continue to give Delta my business. They seem to be doing their best to anger their business travelers with their policies and new restrictions, oblivious to the fact that most businesses require the use of the least expensive fares available. The Delta fares are becoming increasingly non-competitive. I am planning a trip from PNS to Washington National, and the fares on Delta are $1,140. For flights on the same days, at approximately the same times, the fares on U.S. Airways are $180!!! That is correct, $180 versus $1,140. This is a no-brainer! Between the expensive fares, restrictive policies, frequently poor service, difficulty in obtaining reasonable seats, and poor on-time experience, I am having an exceedingly hard time justifying (to myself) the continued use of Delta. My e-mails to Delta have gone unanswered (not even a form letter response in return). In all of my time at the various airports, I have not heard any favorable comments regarding Delta, especially from the business frequent flyers. Continental, U.S. Airways, and AirTran are all looking better every day.

Tom H. - April 29, 2003

I have attained Platinum level for several years. I had always preferred Delta due to the ability of attaining the different levels of Medallion status through segments. The membership in the Crown room, (a necessity flying into and out of Atlanta) and upgrades at time of booking were the only real perks I enjoyed.

My clients have established travel budgets that require me to seek out the lowest rates for air, lodging, and car rental. This has been the case since just after Y2K. I believe that was the last year of record profits with the majors. 9/11 and the economy simply sealed their fate. Guess what, Southwest has shown a profit every quarter since then. They are definately doing something right.

Since I will not extort my clients to enjoy those few perks, I will now only fly Delta once a year. Since January I have flown Southwest and Northwest. I had not realized how stressful flying into and out of Atlanta was. Flying is now much more enjoyable. Thank you Delta for giving me the not so subtle nudge to switch. All the "Hub" airlines will not admit it, but they have become "Low Fare" carriers. They just are not as efficient at it as Southwest.

RonnieD - April 28, 2003

Southwest was my airline of choice prior to Delta. I chose Delta over Southwest as I found they typically matched fares on the same routes and I got perks. Now that perks have gone by the wayside, Southwest once again has my business and on routes they do not fly, United is my mode. United matched my Delta status. So Delta has not seen any ticket purchases from me since I flew the last ticket booked before they screwed their loyal flyers. So they just lost another Gold Medallion member.

Dr. S. Giorgianni - April 26, 2003

I have over 2,700,000 base miles on Delta and I do it because I love the rank and file people who work for the airline. Lately though there have been several ill advised policy and service changes reminicient of Eastern Airlines that are petty and inconvenient.

While buisness conditions are tough those who show SINCERE CUSTOMER SERVICE LOYANTY in the tough times will get the same loyalty back with good times return. This is an axiom that mangement seems to have forgotten

Mike C - April 26, 2003

I am so tired of Delta playing the sympathy card. I feel badly that they are having financial difficulty, but we should remember that ALL of the airlines (Delta included) where in MAJOR financial distress prior to 9-11-1 (which they always bring up as THE cause of their current mess). No, 9-11-01 did not help Delta's financial misfortune but Leo and the gang are trying to play on our emotions to bail them out of years of really poor business decisions. I GIVE UP. I applaud the efforts of the leaders of this website. However, I think it will be for not. I am a PM (for 3 years) and I am going to take my 120 segments and 100,000 miles and go elsewhere. I can only be loyal to a point. Delta certainly has not shown ANY loyalty to us. They must take us for blooming idiots. I might lie in Alabama, but I am no Forrest Gump!

Bruce L - April 25, 2003

I have been Delta loyal for 12 years. Gold/Platinum the entire time. Very disappointed in Delta's lack of loyalty to the those who attempt to squeeze, cajole, beg, and spin reasons to corporate travel types to keep us on Delta. There is no longer any reason to fight. I have accepted the alternatives, which have opened my eyes more than I expected. Not only do other carriers seem to have equal or better quality of service, some of them have the direct flights that I use to avoid in order to keep the segments up. Then came March 1. The 35 points in my account went to zero. Because I went from Platinum to Gold?? A nice way to say thanks for all your years of loyalty. Also noted, as have others, that the RT K fare increased substatially on my LAX to East Coast trips after Feb 1. Perhaps there are too many of us that, in Delta's opinion, don't deserve the perks unless we ante up the hefty premium. Just drop us into the world of also rans. Wonder why Southwest and Jet Blue are the only 2 to report profits for the 1st quarter?

Ed M - April 25, 2003

Just thought I'd pass this along.

Continental Air has a program (I just found out about it) that will allow you to submit the documentation concerning your elite status from most of the major airlines and they will give you that same status on Continental (called OnePass). Delta, however, no longer is honored because, as of May 1, if you book Continental (or one of their partner airlines like Alaska Air), give them your Delta number and they will treat you as if you have the same elite status with them. You also can accrue miles toward Continental status.

Bye, Delta. Have a nice life.

David Bullard - April 25, 2003

With Delta I am a long time Platinum member and an "old Flying Colonel" working on my second million miles. I have written numerous letters to "Leo" and Patricia Miles. In fact I received a personal call from Patricia Miles' office. As said, Delta's changes to the Medallion program moves them down in the class with other airlines. For some reason they don't seem to care to take care of their most loyal customers plus their airfares are going through the roof!!!! I have flown Delta because in the past I was was given the unlimited upgrades and was able to fine competitive fares-this is not he case any more. I flew 160 flights last year with Delta and was able to be upgraded to first class on most all of these flights-based on the new program i would have the "opportunity" to be upgraded on only about 40-50 flights. I like everyone else have always liked flying Delta. Unless changes are made to the Skymiles program before the start of next year, I plan on switching to another airline who I'm sure will happily reward me for my loyality and regular flights with their top travel level. DELTA YOU BETTER MAKE CHANGES QUICKLY ARE YOU WILL BE LOSING A TREMENDOUS NUMBER OF YOUR MOST FREQUENT FLYERS!!!!

Terry M. - Tampa - April 25, 2003

I have been loyal to Delta for many years as I was once a Flying Colonel. I have over 1 million miles and have been Platinum Medallion for the past 3 years, after I began to fly Delta almost exclusively. It was because of the fequent flyer program that I chose Delta! Their marketing worked.

I enjoy the use of the Crown Rooms and wish more airports had them, but Delta keeps closing them. Toranto, Minneapolis, Detoit, and Memphis recently. In this hectic time, they are truly an oaisis in an otherwise desert of insanity.

My company, like most companies, requires us to fly at the lowest "practical" cost. Eliminating
segments as a reward crtiera, and holding one's miles hostage to price, is a direct slap at loyal travelers like me.

W Sean White - April 24, 2003

I now have 45 segments, but only 19,396 air miles towards my Silver Medallion. All my trips are for business, so everyone knows one must watch the cost. When does Delta consider a customer a "Loyal Customer"? After he/she has reaches a medallion level or when he/she continues to fly Delta week after week. I have projected when I will reach Silver Medallion. It will take me an estimated 53 segments. I would be 7 short of Gold Status. What is truely sad, all these segments have been since January 20, 2003. Why am I even staying??

Brad B - April 24, 2003

I have been a platinum medallion member for four consecutive years flying at least twice weekly. Delta continues to amaze me with their smacks in the face. I received and an email today congratulating me on being on my way to "Gold Medallion." Gold used to be an afterthought, now I am being congratulated for being "on my way!" Yippee!

Doug C - April 24, 2003

I am a Platinum Medallion member(qualified with miles and segments)that is thankful Delta's changes allowed me to see how much better it can be elsewhere. I wrote NorthWest Airlines in January and asked, in light of the changes with Delta, if they would match my platinum status. After sending them proof of my travels, I was awarded Gold with NorthWest within a week(they stated Platinum had to be earned with them). When I got my card I was suprised how much better their program is run. It takes 20/40/60 segments to acheive silver/gold/platinum, I get unlimited upgrades as a gold member, 100% mileage bonus and once platinum it is 125%. You can fly Continental Airlines with the same status and the miles go to your Northwest account. Good bye Delta

Mark - April 24, 2003

Delta basically is asking their most loyal travelers to use their employers cash to overpay for tickets for the employees own personal gians. Delta wins because they get higher fairs and the travelor wins because their personal FF acct. increases. How would Delta feel if their employees are buying supplies or equipment at higher costs just so those employees can receive a kick back. Shame on you Delta for encouraging that type of behavior. My company is doing everything they can do to ensure we don't do business with a company with such low morals.

Jay Theiler - April 24, 2003

The change in the Delta program was a benfit in disguise. I never flew other airlines and am now quite happy to find that the competition offers a better product and better service all the way around - not something I would have discovered had they tried to keep my business. I have nothing against Delta, I'm sure they will be able to lower their costs without one more Platnium Medallion flyer (on segments), but I am very pleased to have had the opportunity to try soemthing new. I sent Delta an email, but never heard anything. I know they are hurting, but I really liked them!! There should have been another way......

B. Gardner - April 24, 2003

As a Million Miler and Platinum for the past three years you could say I am a loyal Delta flyer BUT I feel betrayed. I will no longer push the travel office to get me Delta ,even if it is not the lowest cost, as the rewards no longer support brand loyality. Tt appears they have forgotten and no longer appreciate the loyal customer.

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