Last week, Delta Airlines made some deep cuts in its loyalty program, making it harder to gain elite status and upgrade perks, and limiting access to its airport lounges, bringing loud complaints from some of its long-term frequent flyers.
And the complaints have been heard: Delta CEO Ed Bastian told a panel at the Atlanta Rotary Club that "No question, we probably went too far," Bastian said. "Our team wanted to kind of rip the band-aid off."
Bastian reiterated his view, though, that changes had to be made: "It's gotten to the point where we have so much demand for our premium products and services that [it's] far in excess of our ability to serve that effectively."
While telling his audience that "I think we moved too fast, and so we're looking at it now," he said. "We will be making modifications and changes because it really matters to us." No word, however, on what or when the changes will be.
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