Are You Acting Like Delta Airlines?

I got my Delta Sky Miles report last week. Right on time as usual. They've been sending it to me ever since frequent flyer reports have been on the web. However, I haven't flown on any of their aircraft for at least 15 years.

Now you'd think the software that runs Sky Miles might notice that fact. Then Delta could send me a more personalized email checking to see if I'm alive, or able to travel, or have taken a vow never to fly their airline again.

But, that never happens. I just keep getting a useless report with information on how to book my free flights and how I can buy 3 club memberships and get a 4th one free. 

They aren't spamming me. Back when all airlines put their programs on the web, I entered all my frequent flyer numbers since I was traveling quite a bit and I had some miles on Delta from an international flight. And, then one day I got an email telling me that I was being punished. Since I hadn't flown them lately or used my miles, they were taking them back. Poof! They were gone and all my reports since state " zero miles earned."

I know what you're thinking. All the airlines take back their miles if you don't use them or continue to be a customer. Actually, I notice that pretty much all the airlines do exactly what each other does when it comes to how they treat their customers. All except one. And, you know what's interesting? That one airline seems to be the only one that is profitable.

I still fly commercial airlines. But, I don't have any loyalty to a particular company anymore. Airlines taught me over the years that they certainly don't have any loyalty towards their customers.

You might want to check your customer lists this week. If you're marketing to people who don't have any loyalty toward you or your brand, you might want to back up a few steps and start to develop some again.

Just a thought.

2 thoughts on “Are You Acting Like Delta Airlines?”

  1. The same thing happened to me with Chase Visa. I hadn’t used the card for a while, so they canceled it.
    They didn’t even bother to notify me! I found out by accident when I went to use the card.
    When I complained, they tried to tell me it was “good for me.” Sure it was.
    Ironically, I’m now receiving lots of offers from them for a business account. I’m never doing business with them again.

  2. The big banks all seem to be on the anti customer service road these days.
    Their actions are mind boggling. I think their leadership is making up
    their strategy and tactics anew every day.

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