Delta CEO says airline went ‘too far’ with SkyMiles changes – after sparking backlash by restricting access to airport lounges and loyalty program

Delta Air Lines has “probably gone too far” in limiting its rewards program and access to airport lounges, CEO Ed Bastian admits.

The airline caused a major backlash earlier this month when it announced plans to limit the number of entries into its lounges and tighten the qualification criteria for customers to earn frequent flyer status.

“There will be changes that we will make, and you will hear about them in the coming weeks,” Bastian said at a Rotary Club of Atlanta event earlier this week.

“I think we went too fast, and we’re looking at it now,” he added.

He did not provide specific details on what changes might be made, or whether the airline plans to fully backtrack on the announcement.

It comes two weeks after the company announced a major overhaul, which Bastian said was aimed at ensuring Delta could serve all of its loyalty tiers at expected levels.

“Our team wanted to rip the BandAid off a little bit and didn’t want to have to go through this every year with changes and nickel and diming and all that, and I think we moved too fast,” he said Monday.

The company announced that starting Feb. 1, 2025, travelers would limit access to the Atlanta-based airline’s swanky Delta Sky Clubs to just six visits per year.

Those who book a basic economy ticket will no longer be allowed into the lounge at all from January 1, 2024 – even if they hold an American Express Platinum card or other premium credit card.

Starting in early 2025, American Express Platinum and Platinum Business card holders will be able to visit the Delta Lounge just six times a year to access complimentary meals and drinks and an area to relax before their flight.

Delta Reserve and Delta Business Reserve customers will be limited to 10 visits per year, the company announced.

In addition to the lounge cuts, the company announced that it will become more difficult to qualify for the airline’s Medallion rewards program starting next year.

The airline caused a major backlash earlier this month when it announced plans to limit the number of entries into its lounges and tighten the qualification criteria for customers to earn frequent flyer status.

The changes came as a result of issues with overcrowding in lounges (Photo: Delta Sky Club in Fort Lauderdale, Florida)

To reach the highest “Diamond” status, customers must earn $35,000 in Medallion Qualifying Dollars (MQD), which can be accrued by spending on Delta credit cards and booking car rentals or hotels through the airline.

Previously, passengers could build up their points based on the number of miles they flew, but from 2024 their status will be based purely on how much money they spend with the airline.

Disgruntled customers flocked to social media to express their outrage at the plans, with one user describing it as the ‘biggest middle finger yet’.

Some angry American Express platinum credit card holders even threatened a boycott. The Platinum Card has become American Express’s most popular product – despite costing a whopping $695 per year – with lounge access one of its key benefits.

Those who book a basic economy ticket will no longer be able to access the lounge at all from January 1, 2024, under proposals announced earlier this month

The changes came after overcrowding issues in lounges at Delta’s major travel hubs in Atlanta, Georgia and New York City’s JFK airport.

However, some of Delta’s wealthiest passengers have welcomed the plans, saying they hope it will free up space and reduce the number of upgrades available to lower-budget passengers.

“I’m fine with it,” Georgia entrepreneur Mike Kirkpatrick told the Wall Street Journal.

‘It makes the higher levels more exclusive, as they should be in the first place.

“If the number of people keep their word and jump ship – which I doubt they will – then flight prices could drop and I could get more value from my miles.”