Delta CEO Admits Airline May Have Gone ‘Too Far’ With Loyalty Changes

28.09.2023 - 16:39 / travelandleisure.com / Ed Bastian / Delta Air Lines / Delta

The head of Delta Air Lines said the carrier is rethinking the changes to its loyalty program for next year, admitting it may have gone “too far.”

“No question we probably went too far in doing that,” CEO Ed Bastian told the Atlanta Rotary Club, according to the Associated Press. “I think we moved too fast, and we are looking at it now.”

Bastian added the company has “received a lot of feedback” and said Delta would be making “modifications” to the program changes. However, he didn’t specify what the modifications would be or give an exact date when they would be announced other than promising “sometime over the next few weeks.”

The comments come weeks after Delta made it harder to earn status with the airline in 2024, only counting Medallion Qualification Dollars (MQDs) toward its loyalty program, rather than its previous policy of counting a combination of MQDs, Medallion Qualification Segments (MQS), and Medallion Qualification Miles (MQMs). Travelers earn MQDs when they purchase a Delta or Delta-partner flight, book a hotel, a car rental, or a Delta Vacations trip directly through the airline's website. Travelers can earn 1 MQD for every dollar spent.

Travelers can also earn MQDs with a Delta credit card, but earn fewer per dollar spent.

Delta also raised the spending thresholds to earn status for 2025, requiring travelers to earn  6,000 MQDs, for example, to reach its lowest Silver Medallion status. 

The airline will also limit access to its Sky Club lounges in 2025 for travelers with a Delta SkyMiles Reserve card, Reserve Business card, or American Express Platinum card. And travelers who access the lounge with an American Express card will no longer be able to do so if they are flying on a Basic Economy ticket.

Following the announcement, competitors like Alaska Airlines and JetBlue agreed to match status levels for angry Delta customers.

Bastian said the total number of Delta customers with top-tier Diamond status has doubled since the pandemic started, according to the AP, which has led to crowding at Sky Club lounges and a ton of demand for seat upgrades and other top-tier perks.