Silver Medallions, Million-Milers: What’s your beef?
June 17th, 2010
Photo: Stenz / Flickr
Ever since Delta announced its new “Sky Priority” recognition program (for gold, platinum and diamond members of SkyMiles), I’ve been hearing from long-time silver medallion status members complaining about their rank at the bottom of the medallion totem poll.
But really now, has something changed? Or is it perception and a nagging inferiority complex on the part of silvers? We’ve got both sides of the story (a reader letter and a response from a Delta exec) so let’s take a look:
Speaking for many, TICKET reader “Nancy” submitted the following, which we forwarded to the head of Delta’s SkyMiles program, Jeff Robertson, requesting a response:
Dear Chris:
Last year, my company cut back travel substantially (and is doing so again this year). I missed Gold by about a thousand miles — silly me, I should have flown somewhere on my own to have gotten to Gold. So I’m Silver Medallion now and feeling the pain. I’m a Million Miler with Delta and purchased the Sky Club membership for 3 years, but now due to Sky Priority and the new signage, I can’t go through the dedicated security lines (they removed club membership as a qualifier).
Photo: M. Fullmer
I’ve never felt so under-appreciated until I read the CEO’s article in Sky Magazine this month. He states, “Delta continues to take steps to offer our MOST VALUABLE customers added travel conveniences. To this end, we recently launched Sky Priority, …” (emphasis mine) So as a Million Miler, I’m not considered one of the “most valuable” customers — though my loyalty is indicated by how I’ve consistently flown Delta for years and I’ve been Platinum for many of those years.
I understand Delta needs to influence their customer base to fly more now and the past is the past, but I think there is some recognition due to those who’ve reached milestones with Delta that demonstrate strong customer loyalty. For example, simply indicating the MM [Million Miler] status on the ticket and providing a few free drink coupons now and then would be a nice gesture.
Thankfully, due to the Rollover Miles feature, I’m close to achieving Gold status. That was a nice addition to the program.
Thanks for giving a forum to share our thoughts.
Delta's Jeff Robertson
Here’s what we heard back from Jeff Robertson:
Thanks for the note. Are these customers being specific as to what benefit has been taken away? I’m confused. We did add incremental benefits referred to as SkyPriority for our highest tiers (Diamond, Platinum and Gold) that includes the highest boarding priority, priority baggage, security access and a better phone line, but Silvers had no takeaways or changes to their existing benefits and never had access to priority baggage, these new phone lines or preferred security access.
I want to answer, but I guess I’m not sure what the takeaway is? When a customer hits a Million Mile threshold, they are awarded with lifetime elite status at various levels and generally a set of Hartmann luggage. That hasn’t changed, nor has the gifting of Silver elite status to these 1M miler levels.
–Jeff
So Silvers, to warp a phrase from Janet Jackson: What has Delta NOT done for you lately? Is there a specific take-away you can point to as a reason for all the scorn? Please leave your comments by clicking on the COMMENTS tab below.
Here are a few snippets from other slighted silvers:
- I actually saw this Sky Priority “thing” in action this past Wednesday in Boston, when all Gold, Platinum, Diamond, SkyTeam Elite Plus, and Business/First Class passengers formed a long line to pre-board. The Silver Medallion members, of course, waited until all these important people boarded and then were allowed to board. –JL
- I have been Gold/Silver for over 15 years. Last year, I only flew 23k miles. I thought that the carryover would get me back into at least Silver, but after re-reading the rules, the carryover is only after you reach a medallion level. So now it’s to the back of the bus. Now that I’m starting to travel again, it sucks. —WL
- Silver level is now practically worthless since Diamond and partners were added to priority boarding, one does not board with other Medallions and is lucky to be in Zone 2. Sometimes SILVER status isn’t even mentioned… –DC
- Yes, it would suck to be a Silver Medallion, Especially in Atlanta. You have to put up with all of the uppity Diamonds, like me! –PB
- Due to travel cutbacks related to the economy, I went from Gold to Silver to No Medallion status at Delta. Apparently, having maintained either Gold or Silver for the past 15 years means nothing to Delta. Compare that to Marriott. I went from Gold to Silver. Their response: An upgrade back to Gold! My response: All of my hotel stays this year have been at Marriott properties. — EH
- Last year, as a Silver Medallion, you called 800 325 6330. You put in your Medallion number. Within 2 to 3 minutes, you got “Special Member Services”. I’ve booked/called 5x times this year. I’ve waited MORE THAN 30 MINUTES on the weekend. And then when I ask is this the “silver medallion’ line, they say ‘no’. –JT
- Not only am I silver medallion for over 14 years running, with some years making gold o platinum I’m a million miler as well. What does this get me? Nada. I have to board with everybody else. Hmmm, silver translates to so what suckers.—Ivan
- I’m a million miler and silver medallion for life…A few weeks ago I entered the premium security line with my Platinum AMEX card (not platinum Skymiles). This card allows you free entry into the Crown Rooms, Continental’s clubs and American’s clubs and usually was good enough for entry into the premium security line given that club room members can use this line as well. Delta’s agent very nastily informed me it was no good to them any longer. RJS
- Delta makes those of us who start at Silver Medallion earn it all over again (yes 25k) every year before they will use our miles to advance to Gold status. They also do not carry over these miles to the next year for us to use to advance our status. –RJC
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In my case, I’ve been flying Delta almost exclusively since 1995. I’ve been Platinum probably 10 of the last 15 years. This year, I wasn’t traveling as much and DL, in their infinite wisdom, dropped me from Platinum down to Zero. (What about a soft landing to Silver?). What was even more frustrating is that I had “no status” until I hit my 1MM about two months later. (Again, you take someone that has been PM for 10 out of 15 years… is on the verge of 1MM, and you can’t see fit to soft-land to Silver?).
Back on topic, though. The changes and how they impact a Silver. Previously, boarding was: First Class, Medallion, Everyone else. This works when you’re a Silver. Yes, the Medallion line can be a big group, but at least you had the chance to be in the front of the pack. Now, it is First Class, DM/PM/GM, Silver, Everyone. Unfortunately, the DM/PM/GM group tends to be very large, so that means Silvers are (in many cases) lucky to find an overhead.
Another way that they appear to have devalued Silver is the security lines. Now, I haven’t been denied access to one, but the signs do actually say that they are for Gold and up only. This appears to be a blatant snub.
I was 1K with UA for years, no soft landing when I moved to Atlanta, just down to general status. UA implemented the Red carpet which was GS/First(Business on 3 Class)/1K, then Premier Exec, then the next group which was Premier, then general. I don’t see Delta not offering a soft landing to be off the mark, when the industry does not practice it. This could be an enhancement to build loyalty, but it is not a norm.
As a PE who will be DM by the end of the year, I found the new SP to be horrible experience when I went overseas. On the flipside, should a person that flies international in paid business elite tickets for $7 to $13k per ticket board with the person that was gifted silver from a PE, or with 100 other passengers. In the same inverse situation, should the Business Elite ticket work through a crowd to board as well, is that recognition?
How loyal is a Silver (outside the 1MM Silver person)? Yes, potential, but the same value as a person that flies DL every week? I can fly a few flights on another carrier and hit the low tier, rollover makes it easier, along with the mile boosts you get with various credit cards. Depending on spending, one could make silver without ever stepping on a plane, and then fly a few trips, and hit it with no problem. I am flying to Sydney for Labor Day, $882 RT for 19k MQMs…
I don’t see what was lost other then the Silver is not included on the sign. If anything I wish Delta would go back to more boarding groups, and give Silver their own, right after the previous group and before passengers with no status board.
Silver worthless – Upgrades, Bonus Miles, Free Luggage, at least boarding in Zone2, I would not consider that worthless as a person that travels 130k miles a year (and used to be all in segments of 150 per year). Just my two cents, but I don’t think it was a big loss for Silvers but an overall Devaluation of the entire SkyMiles program by adding another tier. I would have preferred they raise the requirements for Platinum to be comparable to the industry and then increase recognition.
My bigger beef for Delta that I wish someone would ask why they cannot seem to fix the award calendar … http://blog.delta.com/2009/03/02/changes-to-skymiles-award-calendar/ , which they discussed in 2009, everyone complains about. When I asked Delta about it, the response was that they know it doesn’t work, and its better to call (which costs them $$), second, the reason why low tiers show available and are not really should not matter, as an elite you get the bonus miles and they should offset having to pay for the higher redemption values…. Seriously Delta?!?!
The recession drastically reduced my travel last year, and I didn’t make Gold Medallion due to cutbacks and losses of jobs. I’m million miler and GM/PM, and the only time previous in 25 years I went from Platinum to Silver was in 2002 due to post-9/11 travel restrictions. I stuck it out with Delta (and they did too, to an extent), but this time, I’m regarding this as The New Delta’s “9/11″ of 2010–they’ve declared war on some of their most loyal passengers.
Sky Priority essentially deals away with Silver Medallion/Million Miler as anything useful. It was already darn near impossible to get an award ticket as a Silver, now The New Delta are rubbing the recession and the horrible job losses in people’s faces. Sky Priority is time for us who have had to fight back from job losses to give Delta a job loss program of its own. STOP FLYING DELTA.
I Give Sky Priority “The Bird”.
Hey! I’m Gold Medallion, Lifetime Silver Medallion and Million Miler…but I never got any Hartman Luggage!!!
Dear Jeff Robertson……where’s my luggage? The only thing I got when I earned Million Miler status were some luggage tags..I guess to help Delta find my bags when they’re lost. (:
I have been one of Delta’s most loyal customers for my 42 years in business; during many of those years I flew no other airline – if Delta didn’t go there, neither did I. I was Platinum for about 15 years, back when it and MM meant something. They gave me lifetime Silver staus, which is worth something, but that seems much diluted.
Its not that they have taken perks away from Silver, but that the few left have been diluted by all the additions to the other levels, and the addition of Diamond level.
My Delta travel is reduced by (a) corporate policy forcing me to fly other carriers (if fare difference exceeds $40, must take lowest), (b)the economy, (c) many of my trips are to cities where there in no Airtran competition. In many cases the difference between the lowest fare and Delta is 2X the lowest fare, so why do they even bother to fly those routes?
Delta’s ruthless dream is to eliminate Silver Medallion — and unless we SM’s (me for over 20 years) make a stink, it’ll happen. I have no problem with creating Diamond for that small segment of Delta’s clientele. Give Diamond & Platinum boarding “sky priority” and other elite bennies. But this is a slap in the face of loyal Delta customers who fly 20-50 segments a year. First, they came for the Silvers. Gold, you’re next.
Jeff why aren’t Million Milers recognized? Why do we need to requalify for Silver Status yearly even though we are “Lifetime Silvers” and the miles are NOT carried over to qualify us for Gold? Why are we not listed as those who qualify for the premium security or early boarding?
When I achieved Million Miler I got a Hartman dobb kit not a set of luggage…! When can I get my set of luggage? American treats me better as a non premium entity than Delta treats me as a Million Miler…!!!
RJS
Over a span of 10 plus years, Delta was my major carrier for the bulk of the conferences I was responsible for. There has NEVER been any recognition or thanks shown on the part of Delta for the substantial business I gave them for both domestic and international travel.
If my memory serves me well, some years the total amount of business placed was in excess of a half million dollars. The range over the years was from around $90,000 to three quarters of a million.
So what was the first thing they took away from me as thanks for all of this business plus my own personal travel that was almost to the two million mile mark, my Flying Colonel status.
Now as I am getting on in age and find it near impossible to book over their web site, it costs me additional dollars to do it with a live person who knows all of the ins and outs.
Of course, the preferred boarding and other elite status perks were never a part of the Silver program, BUT I do believe their should be some benefits to those who gave to the Delta revenue in large amounts.
Since the days of Ron Allen, the airline has declined in customer service. It is just fine to reward those who fly regularly, but those who are retired and only travel for occasional pleasure should NOT be treated as third class citizens.
What do I have left? Well, lifetime membership in the Crown Room which has been challenged by the receptionist on entering.
My new name for the organization is The Danny Dimwit Airline!
Gary
Gary Garrison
Just like Carolyn, I didn’t get any Hartmann luggage either……
My beef with the lifetime award threshold is that, being awarded lifetime silver for suffering a million miles in Delta ‘comfort’, one doesn’t start each year at silver status (25k in the bank) but at zero points. Are they really at lifetime silver status??? The common thread with million milers is that of recognition and feeling that a a justified reward should be given. I’ve lobbied for years to have the MM status rewarded with an annual kick off of 25k points. Delta does not seem to recognise the value of these long term, dedicated flyers.
Why not truly reward them with an annual kick off of 25k, 50k etc.. allowing them to reach status a little quicker?? I’d take that as a reward and as recognition.
I’ll be going thru the 2mm threshold later this year…..all I have to show for it is a very flat butt and indented hips!!!!!
I am a Delta MM, Flying Colonel (remember that designation from the olden days!), and Lifetime SM. I, too, would like Mr. Robertson to send me my Hartmann luggage set!! In all fairness, I did get a Hartmann writing portfolio and the luggage tags when I made the MM level. Part of expense control, I guess.
I agree with Mr. Hughes that SM is probably on the way out. What I really object to, though, is after having purchased a 3-year Sky Club membership, Delta takes away the ability to use it for the special security line. That’s one of the reasons I bought it in the first place!!
I don’t fly that much any longer, so these changes are not a huge hardship for me. However, Delta ought to think long and hard what it is doing to a big group of people that do a moderate amount of flying with them. Does Delta really want to chase these people off to AirTran and other carriers?
I’m a MM+ at Delta with lifetime Silver, but I deserted Delta 3 years ago for USAirways. People make fun of that, but at USAir takes much better care of its top level fliers than Delta ever did. I flew 198,000 miles on USAir last year, so I would be Diamond at Delta — but it isn’t worth it. I could use some of those 200K miles this year on Delta (split USAir/Delta) but I won’t because there is no incentive. I’m just treated too well on US Air.
Delta has done nothing to try to lure me back.
This quote from Jeff Robertson is outrageous: W”hen a customer hits a Million Mile threshold, they are awarded with lifetime elite status at various levels and generally a set of Hartmann luggage.”
I got a luxurious Hartmann luggage tag with “million miler” embossed on it. Either Robertson is lying or seriously misinformed about how they treat their customers. It’s probably both.
Hey Folks:
here’s the link to the million miler gifts (Tiffany and Hartmann)that Jeff is referring to in this post. This is the link to which Million Milers go to choose their gift. (You can’t get into the site unless you are registered and are a million miler.)
https://www.delta.com/skymiles/about_skymiles/benefits_at_glance/million_miler/
–chris
Greetings and Aloha,
Look at it this way, folks, it could be worse: you could be based in Honolulu! Jan 2004, Delta arbitrarily and capriciously TOTALLY eliminated our elite upgrades. Didn’t matter that I had been PM/GM for years. Didn’t matter that I had business and personal DL AMEX cards. The local station management were equally stunned at this development and begged me to email Leo Mullen and Patrice Mills (who never responded). But in the end, I was told over the phone it was a “business decision” on the part of Delta to eliminate the elite upgrades to Hawaii.
So, like others who had been snubbed, I made a “business decision” as well. I went to American and have not looked back. This year I will pass 2 million miler status and my business partner, whose business also went bubye from DL, passed million miler last month. We are both AA Executive Platinum. In the 6 years since DL crapped on and then flushed their loyal Hawaii travellers, I have yet to spend a single dime on DL. And yes, as a DL MM, I keep Silver status and get their lovely “perks” every year.
Just for grins and what-if, a few months ago I emailed DL to see if their attitude to Hawaii-based elites had changed. Not only is it the same, they replied with the EXACT email, word-for-word, that they had sent over 6 years ago.
If loyalty isn’t appreciated, vote with your feet and walk.
I’ve ben flying Delta almost since they started flying, way before Medallion program. Flying Colonel, multi million miler ex Gold, now permanent Silver. Semi retired, I stlll fly some, but not enough to qualify Gold, but accumulate Skymiles thru Amex purchases.
Have not been able to get even an upgrade in last 2 years! Can’t get flights with points unless 9 months in advance. Watched 5 companion free coupons go out of date becuase no seats available.
Confirming an obvious theme, Delta’s view of Loyalty is one way. Never mind that you helped us grow, if you are not fluing a lot with us now, step to the abck of the bus.
I found it interesting that in Delta’s reply he notes that when you attain million miler status you usually get Hartman luggage. All I got was a Hartman luggage tag and ticket holder so what does generally mean?? I guess I got it stuck to me again as is Delta’s way.
Joe
Mr. Robertson, I’m real curious as to what constitutes your definition of “a set of Hartmann luggage” is given to your million milers? My husband reached the million mile mark several years ago and Delta sent him a Hartmann passport holder. Don’t get me wrong – it was nice for that status to be acknowledged but a passport holder doesn’t qualify as a “set” in my mind. And, this was after Delta quit giving the minimum of 1000 miles per flight regardless of actual length.
If there are so many folks reaching platinum, gold and diamond status that Delta has to restrict the silver folks from the premium lines and from boarding early, then we desperately NEED competition in Atlanta. If you are a silver medallion you ought to be able to use the premium lines at the airport if for no other reason than the silvers know the drill about getting through the security section quickly. Face it – the terrorists have won because they have altered our way of life and made air travel a chore instead of an adventure!
When I lived in Atlanta, I flew Delta 12-15 times a year, mainly for pleasure (remember Weekend Escape?). Then I moved to India and France and flew Delta two to five times a year (trans Indian Ocean and trans Atlantic). Lost my Silver Medallion status, which I had earned on segments, not miles. Even to and from India doesn’t make Silver if you only go round once or twice. Now I live in Savannah, where the only/repeat only flight to ATL is via Delta, which charges a 40% differential on walk-up fares compared to Jacksonville/ATL or Charleston/ATL.
The last two times I flew anywhere, Delta screwed up my on-line booking, making it impossible to check in online the evening before, and requiring phone calls that took 15 minutes to connect to anyone, and two changes of “agents” to resolve the problems. In once case the “agent” hung up on me!
The Delta we all knew and loved is over. The last flight I took (June 21, late evening, ATL to SAV) was in a baby jet, with baby pilots and a flight attendant with a voice from hell, so I was very glad to get it over with. Flying is awful, no matter when you board, or where you sit.
nancy
Forgot to say: Silver Medallion did get Priority Baggage checking years ago! The Delta guy hasn’t been around long enough.
Wow. Chris was exactly right. I followed the link that he left and was able to order a million miler gift.
It’s incredible that Delta never bothered to tell me that the gift was available – talk about bad communication. From looking at some of the other posts, it seems like many people had the same problem as I did. Better late than never I guess.
Thanks Chris!
The point should be what is the value of Million Miler status? When I achieved Million Miler status in 2004 I received a letter from Delta thanking me for my loyalty, pointing out that I was in the top 1% of their travelers and rewarding me lifetime “Silver” Medallion status. Up until this year “Million Miler” was listed on my profile with all other pertinent information. That is no longer the case. Maybe Delta should go back to the old way and make all “Million Milers” equal instead of having a 1 million miler be “Silver”, a 2 million miler be “Gold” and a 4 million miler be “Platinum.” If Million Milers are indeed in the top 1% of Delta’s travelers it seems there are not enough of us to clog the system and use too many benefits.
So this Jeff guy doesn’t really work at Delta or he’d know that the Sliver status has changed signficiantly. First, no pre-boarding. That is SIGNIFICANT since Delta doesn’t ever ask fliers to use their own overhead bin. So the guy in row 28 who never flies sticks his bags in row 8 ‘just incase’ his is full. Where does the guy in row 8 put his? Probably in row 28, which slows boarding and de-planing when they land. Common sense would say use your own bin and if it doesn’t fit, tough, check it. I could go on, but what’s the point. Sliver status is not valued, even with a full fare ticket, so consider another carrier who wants your business.
If you are a million miler and can’t even achieve gold medallion status, then you don’t deserve it. Million Milers are Silver medallion for life. That means Delta spots you 25k miles at the beginning of the year. That also means you only need 25k more miles to achieve gold medallion. If you cannot give more than 25k miles of service to Delta in 1 year then you obviously don’t deserve to be upgraded. All of you need to quit whining and suck it up. You are spoiled and now that you can’t get what you want because of cut-backs you can’t control, you want to quit flying Delta. How about you fly Delta more and work to achieve gold status. It is not that hard….. so shut your mouth….
It is time for civil disobedience. Underlining CIVIL. All silver-medallions should get in the boarding queue when medallions are called. When you reach the agent and are told to step aside – politely ask for an explanation. Ask more questions? How many more miles do I need to make Gold. Whatever. Prolong the process. If ALL Silvers take up the cause, we will wreak havoc on on time departures and the word will get back to Delta (and jerks like IDC).
According to IDC, being a million miler means “Delta spots you 25k miles at the beginning of the year. That also means you only need 25k more miles to achieve gold medallion.” Is this actually true? If so, when did that become the policy. I don’t believe it always has been that way.
I just tried to claim my gift and was told that my number did not qualify, despite have over 1.7 million miles.
IDC…get your facts straight.
First, Delta doesn’t “spot” us 25K miles on January 1 of each year. On the contrary, the rollover plan sticks it to us Million Milers. My situation…due to cutbacks and the economy, I flew 42K miles in 2009. Since I am a Million Miler and have been since 2002, in theory Delta should roll over my entire 42K miles, and that coupled with the miles I’ve already flown in 2010, should put me back to being a Gold. Unfortunately, on 3/1, Delta only rolled over 17K miles (the difference between 25K to requalify and what I actually flew in 2009).
I’ve written 3 letters to Delta (2 to Jeff and 1 to Richard) and cannot even get the courtesy of a response, form letter, phone call, anything. I am – to say the least…disappointed.
The sad thing is when I called Special Services, and the agents pull up the rules, they are all in agreement that as it was designed and published, all of the miles above the current tier would roll over. So – my interpretation would be correct. Sadly, its not the case.
I believe IDC is talking thru his silver lined backside. Delta does NOT ’spot’ Million Milers with 25k towards status every year. Million Milers start from zero and have to earn status like everyone else. So Mr IDC may I suggest you familiarize yourself with the facts before spouting off about those who believed they are spoiled and can’t get we want…..and until then, shut your mouth!!
Perhaps Jeff was either absent or asleep on the day in math class when the teacher discussed relative versus absolute values.
Yes, it’s true that they took nothing away from Silver Medallion. Its absolute value is unchanged.
But RELATIVE to what has been added to Gold, Plat and Diamond, the value of Silver has diminished.
Mr. Robertson’s mock (?) confusion in response to “Nancy’s” letter is either a. disingenuous and childish or b. indicative of an intellect that is insufficient to understand and to perform his job at Delta.
Oh and P.S., Jeff: A single piece of Hartmann luggage is not a “set of Harmann luggage.” The gift of a single piece is generous at the One MM level, which is what Nancy is eligible for. Your mentioning of a SET of Hartmann luggage in your response is another example of you not being scrupuously honest. The discussion wasn’t about ALL levels of MM in general, it was about NANCY’S level. Smoke! Mirrors! Shiny object! SETS of luggage!! Nice.
So Silver lost their check-in privileges ahead of the mob?
Was in the Sky Priority check-in line in Las Vegas this morning (I have PM through 2010 but won’t make Gold for next year). A couple in front of me in line was informed that they did not qualify for the SkyPriority line. The lady asked where Silver Medallion checks in ahead of the crowd. The agent told her “Silver Medallion no longer receives check-in perks”. If that is the case, I am done with Delta as of the end of my PM status.