My Emotional Delta Airlines' RantUpon discovering that booking flights with Delta shows these lovely benefits:
This was a totally new experience. I normally book and go to Delta.com where I immediately select a Comfort+ seat if available, and if not at least select a seat. And, I frequently get upgraded to first class as well. And, this while selecting the lowest cost option when shopping on Expedia. I got spoiled and hate the change. And, yes, I am a whiner.
Updated Added this lovely gem that greeted me after I checked via the Delta mobile app and tried to select a seat now that I was checked in. So much for the first bullet.
From me to Delta Airlines:I have 4 trips booked. I booked them just as I always have. And, now the benefits for priority boarding, economy + seats upgrades, immediate seat assignment, and priority based upgrades have vanished because without my awareness the class of tickets that show up at the low end of the price scale in Expedia are E class. As you know, E class tickets offer the same benefits a cow in a cattle car gets upon boarding.
And, apparently if I booked in Delta I could select a higher class and pay a higher price for the benefits I have historically enjoyed as a Platinum SkyMiles member.. This appears to demonstrate that while I understand loyalty and have been loyal to you. You are, on the other hand, only going to maintain your loyalty to me if I pay you more money. I was mistakenly assuming that the SkyMiles Frequent Flyer program was anchored predominantly on frequency of flying with you. Which I do 26 weeks per year and would year after year for the foreseeable future. This does not include other incidental trips like vacations, conferences, business trips, etc.
I will now be shopping around for a real loyalty program and reconsider my choice after 15+ years. I expect my rewards for frequently flying with you to include priority boarding, complimentary economy + upgrades, priority based first class upgrades, and seat assignment on booking without purchasing a premium class ticket. This reward should be based on frequently flying, not paying more. I am not going to expense additional fees for additional rewards for a frequently flyer program to my employer and I am not paying them either.
You have taken a big step towards losing a loyal, frequent flyer. I am extremely annoyed and disappointed at your apparent greed. If I am going to be a cow, than any airline at any price is simply as good as another. As a cog in the wheel, I am sure my opinion matters little. My shopping practice will now be to simply select the lowest priced airline with the most convenient itinerary. I will no longer select the Delta only checkbox. My loyalty has been dismissed as a value by you. SkyMiles is now a pay more, get more program. Frequently flying with you offers little benefit on its own.
Delta's Well-Crafted, Canned Response:
Thank you for your email concerning our recent changes to Delta Comfort+ seat selection. My rant concerned much more than just "Delta Comfort+ seat selection.
We do care about our most valued customers and recognize you are certainly one of these. I'm not feeling the love. We are disheartened to hear about your displeasure with the new process. While having options to choose the type of seat to be selected when upgrading is not currently available, feedback from our travelers, especially high value customers like yourself, is constantly being monitored, tabulated and considered. Acta non verba. No guaranty can be made about the result of this review, however many Delta processes and policies have been modified or changed because of feedback received from customers. Iterum, acta non verba.
Mr. Evans, thank you again for your support as a Platinum Medallion member and for trusting your business to us. Be assured, we will make every attempt to serve you well; we are focused on the future and look forward to our continued business relationship. Translation: we look forward to more of your cash because we are sure your choices are limited.