I’ve watched Delta make “historic” or “major” changes to its SkyMiles program since long before it was called SkyMiles. It’s funny how the same scenario plays out time after time when Delta (or any other major airline) makes changes to loyalty programs. (Link to Delta’s changes which go into effect next year.)
Here’s the playbook:
For months, or even years, Delta tempts us with leaks and rumors about “upcoming changes” which keep its best customers on pins and needles, and an army of pundits pondering.
When it comes time to announce the change, Delta shares the news exclusively and under strict embargo with a handful of its friends in major media outlets. Those media typically don’t trash the changes, but only report on them.
For editorializing, Delta’s media friends go to a handful of pundits who come out either for or against the changes. Many times these pundits or consultants are also in on the embargo, which makes you wonder who is buttering their bread?
Then, boom! At the anointed hour the embargo is lifted, the pre-arranged stories hit the web, TV or newspapers and hysteria mounts! Reactions to these stories in blogs and social media run along the lines of… “Oh my GAWD! Delta is gutting the program! This is historic! How can Delta do this to us! A massive devaluation! How dare Delta offend its very best customers? This spells the end of frequent flyer programs as we know them! Let’s launch a petition or a website to convince Delta to reverse its decision! I’ll never fly Delta again!”
On the other side of the story, you hear, “Delta is a business and can do whatever it wants with SkyMiles…What’s wrong with paying attention to the 20% of flyers who produce 80% of revenue? …This change will actually benefit frequent flyers in the long run. …You can always switch to another carrier until it makes the same moves.” Delta executives state, “Our best customers asked us to do this. We even conducted focus groups!”
Eventually, other airlines mimic Delta’s moves and their customers rise up in protest.
Then the hysteria dies down and we all get back to work. Of course, we still grumble about the changes with fellow travelers on blog comment trails, at cocktail parties or across airplane aisles, but we accept them as inevitable and move on.
After what appear to be such mammoth changes, we assume for a while that the airlines just can’t cut back or restructure the programs any more…until they do. And then the cycle repeats itself again. And again and again.
PS: Can anyone remember what Delta’s program was called before it became SkyMiles in in 1995? Leave your guesses below…
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