In these days of security pat-downs, rising travel costs, and seemingly ever-declining customer service, it’s with great interest that I read the story of Mile Runners — freakishly dedicated travelers who go to great lengths (literally) to rack up frequent flier benefits. My favorite part of the article, however, was the official response from Delta:
We take mileage runs and our customers’ commitment to maintaining their SkyMiles Medallion status as confirmation that we’re offering highly desirable benefits to our customers. The lengths our customers will go to gain and maintain their miles are impressive, and we take it as a compliment. [read full story]
I mean, wow — here’s an industry with very real challenges gracefully acknowledging the positive aspect of their powerusers. More importantly, they’re taking the right approach from a customer service and media perspective. And rightly so; everyone wins in this story:
- Delta gets confirmation that frequent flier benefits are attractive
- They get some free advertising for said benefits
- Mile runners get a bit of glamor with their specialized knowledge
All of the above is a win-win for any company and its superfans, especially a company facing the sometimes very public challenges Delta and other airlines surely do every day. Props to Delta and spokesperson Chris Kelly Singley for getting this one right.
I don’t know that I’d ever take up mile-running, but it’s good to know the industry might be behind me if I did.
What do you think? Did Delta do right? Or do you have a similar example to share? Let us hear from you in the comments.