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Rapid Travel Chai: Delta and SkyTeam at FTUA SNA 2015

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Rapid Travel Chai presentation, Delta and SkyTeam at Frequent Traveler University, Newport Beach, December 4-6, 2015.

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Rapid Travel Chai: Delta and SkyTeam at FTUA SNA 2015

  1. 1. Delta LikesOblivious CustomersDelta LikesOblivious Customers
  2. 2. Delta Adores Big SpendersDelta Adores Big Spenders
  3. 3. Delta RespectsPassengersDelta RespectsPassengers
  4. 4. Delta Hearts InvestorsDelta Hearts Investors
  5. 5. Delta Loves ItselfDelta Loves Itself
  6. 6. Delta LoathesUsDelta LoathesUs
  7. 7. Delta and SkyTeam FTU SNA 2015FTU SNA 2015 Stefan Krasowski Rapid Travel Chai
  8. 8. Ground Rules 1. Comments and questions should be applicable to others in the audience 2. No customer service/irregular operations stories ©Stefan Krasowski, All Rights Reserved
  9. 9. My Delta Experience Grew up in Minnesota as NWA flyer Lived in China 8 years flying NWA NYC-based, Delta as primary airline Diamond Medallion and Million MilerDiamond Medallion and Million Miler Flown most SkyTeam partners Have had Silver, Gold and Platinums in the family ©Stefan Krasowski, All Rights Reserved
  10. 10. Itinerary Talk about Delta and SkyTeam ©Stefan Krasowski, All Rights Reserved
  11. 11. Should SkyMiles Be Your SkyTeam Program?SkyTeam Program? ©Stefan Krasowski, All Rights Reserved
  12. 12. Air France/KLM FlyingBlue Cons: Customer service Booking process Pros: Promo awards Israel in Europe Fees Freeze accounts for credit card transfers ©Stefan Krasowski, All Rights Reserved Book AF first class
  13. 13. AeroMexico Club Premier Cons: Customer service Pros: Award sweet spots ©Stefan Krasowski, All Rights Reserved
  14. 14. Korean SkyPass Cons: Booking process Pros: Book first class Award holds ©Stefan Krasowski, All Rights Reserved Stable program
  15. 15. The Problem With Partner Programs ©Stefan Krasowski, All Rights Reserved
  16. 16. Awards on Delta Require Delta Saver Award Availability (but wait, it might be better than(but wait, it might be better than for SkyMiles members) ©Stefan Krasowski, All Rights Reserved
  17. 17. Delta SkyMiles Cons: No notice changes Deceptive/mispricing Pros: One-way awards Virgin Atlantic/Australia Still broken website Delta award prices 72-hour cancel rule ©Stefan Krasowski, All Rights Reserved
  18. 18. Delta is Also an Airline ©Stefan Krasowski, All Rights Reserved
  19. 19. Delta as an Airline Cons: Still a US airline Non-elite customer service Pros: In-flight experience Solid operations service ©Stefan Krasowski, All Rights Reserved twitter @DeltaAssist
  20. 20. About Delta Customer Service Call or twitter email and website customer service forms are atrocious Even missing mileage I call in to get resolved ©Stefan Krasowski, All Rights Reserved
  21. 21. Delta Cutting Off Interline Agreements First American Now Emirates What next? ©Stefan Krasowski, All Rights Reserved
  22. 22. Delta Screwing With Seating/Updates May 16, 2016 Comfort+ upgrade system ©Stefan Krasowski, All Rights Reserved
  23. 23. Separate PNRs for Travelers Helps with individual upgrades Hassles when things go wrong ©Stefan Krasowski, All Rights Reserved
  24. 24. But Pajamas are Coming Hard to find any actual good news! ©Stefan Krasowski, All Rights Reserved
  25. 25. Medallion Program ©Stefan Krasowski, All Rights Reserved
  26. 26. 2015 Earning ©Stefan Krasowski, All Rights Reserved
  27. 27. Where are the Promos? Few promos since merger ©Stefan Krasowski, All Rights Reserved
  28. 28. The Promos are in Seattle Occasional geographically targeted promos (Washington state residents) ©Stefan Krasowski, All Rights Reserved
  29. 29. By the Way, Seattle is Annoying! Revenue and award tickets pushed to Seattle From the East Coast that is 6 hours in a 737 (some 757s) ©Stefan Krasowski, All Rights Reserved
  30. 30. 2016 Elite Status ©Stefan Krasowski, All Rights Reserved
  31. 31. Rollover MQMs MQMs rollover Be strategic: 124,999 to roll over 49,999? ©Stefan Krasowski, All Rights Reserved
  32. 32. Silver Medallion “It’s really more of a teaser” Upgrades on paid tickets 2 free checked bags ©Stefan Krasowski, All Rights Reserved
  33. 33. Gold Medallion + Upgrades on award tickets + Same-day confirmed fee waiver + SkyTeam Elite Plus ©Stefan Krasowski, All Rights Reserved
  34. 34. Platinum Medallion + Award ticket fee waivers + Choice benefits ©Stefan Krasowski, All Rights Reserved
  35. 35. Diamond Medallion + Sky Club Individual Membership + more Choice benefits + unofficial co-terminal SDC (LGA/JFK/EWR) My take: much better than United 1K (upgrades & service) ©Stefan Krasowski, All Rights Reserved My take: much better than United 1K (upgrades & service)
  36. 36. Delta 360 Invite-only elite tier, reported $40k+ annual spend ©Stefan Krasowski, All Rights Reserved
  37. 37. Choice Benefits Platinum 1 choice, Diamond 2 (plus Platinum) Diamond Global Upgrades improved Available when qualify – 2016 status good to 1/31/2017 ©Stefan Krasowski, All Rights Reserved
  38. 38. SkyBonus Small business program for $5k+ annual spend Cancel accounts for not meeting spend ©Stefan Krasowski, All Rights Reserved
  39. 39. Lounges ©Stefan Krasowski, All Rights Reserved
  40. 40. SkyClub Improved snacks, some have paid dining Bartender hassle Individual $450 or 70k miles Executive $695 or 110k miles ©Stefan Krasowski, All Rights Reserved Executive $695 or 110k miles Diamond gets individual, 1 Choice Benefit to upgrade Amex Delta Reserve (+2 guests) Amex Platinum cardholder only (not Amex Delta Platinum)
  41. 41. SkyTeam Elite and Elite Plus Delta Silver = Elite, Gold and up = Elite Plus Elite gets Sky Priorty-type things Elite Plus gets lounge access + 1 companion on same-day international travel (not 3rd-party lounges for economy) ©Stefan Krasowski, All Rights Reserved
  42. 42. Virgin Atlantic Clubhouse Transatlantic to London biz class on Virgin or Delta Gold in economy: JFK, EWR, IAD, BOS, SFO Platinum & Diamond in economy: + LHR, LGW Gold and above: 1 guest ©Stefan Krasowski, All Rights Reserved Gold and above: 1 guest
  43. 43. Where SkyMiles Can Take You ©Stefan Krasowski, All Rights Reserved
  44. 44. Virgin Australia to Guadalcanal ©Stefan Krasowski, All Rights Reserved
  45. 45. Aerolíneas Argentinas to Argentina ©Stefan Krasowski, All Rights Reserved
  46. 46. AF/KL Caribbean-ish to Europe ©Stefan Krasowski, All Rights Reserved
  47. 47. Gol to Fernando de Noronha ©Stefan Krasowski, All Rights Reserved
  48. 48. Tarom to Romania ©Stefan Krasowski, All Rights Reserved
  49. 49. AF/KL to Africa, North, South, East, West ©Stefan Krasowski, All Rights Reserved
  50. 50. AF/KL/KQ to Indian Ocean and Kilimanjaro ©Stefan Krasowski, All Rights Reserved
  51. 51. China Southern to Central Asia and Siberia ©Stefan Krasowski, All Rights Reserved
  52. 52. Korean Air to Palau ©Stefan Krasowski, All Rights Reserved
  53. 53. Saudia to Middle East & South Asia ©Stefan Krasowski, All Rights Reserved
  54. 54. But How to Book SkyMiles Awards? ©Stefan Krasowski, All Rights Reserved
  55. 55. How to Book SkyMiles Awards Go to Tiffany’s Award Booking sessions  ©Stefan Krasowski, All Rights Reserved
  56. 56. What’s New in Awards One-way awards No free stopover Website mispicing many awards (still) 5 award price levels (as of now) ©Stefan Krasowski, All Rights Reserved 5 award price levels (as of now) Award charts gone Intermittent, unofficial 21-day domestic saver award cap Promo discount routes from 10k one-way Many more partners online
  57. 57. The Old Rules Still Apply Know what an award should cost Don’t relay on calendar (but it is improved) Search segment by segment Call if website is wrong ©Stefan Krasowski, All Rights Reserved Call if website is wrong Call back if agent is clueless Don’t ever agree to be sent to delta.com web support
  58. 58. Use Schedule Changes to Get What You Want ©Stefan Krasowski, All Rights Reserved
  59. 59. Consider Pay With Miles ©Stefan Krasowski, All Rights Reserved
  60. 60. Airline Partners ©Stefan Krasowski, All Rights Reserved
  61. 61. Partner Airlines Principles Group 1 airlines have good earning, 2-4 terrible New: MQDs based on distance flown Delta-coded flights earn as Delta ©Stefan Krasowski, All Rights Reserved
  62. 62. Partner Airlines Awards Partner awards price at low award level Many Delta agents don’t know how to book partners Call Delta to get partner PNR (Korean RSVN 8-digit #) ©Stefan Krasowski, All Rights Reserved
  63. 63. Partner Airlines with Fuel Surcharges Aeroflot (especially domestic) Air Europa Air Tahiti Nui China Airlines ©Stefan Krasowski, All Rights Reserved China Airlines China Eastern (massive, nearly same for biz and economy) China Southern (slightly less than China Eastern) Kenya Airways
  64. 64. Partner Airlines Call to Book Air Europa Air Tahiti Nui Czech Airlines Kenya Airways ©Stefan Krasowski, All Rights Reserved Kenya Airways Tarom Xiamen Airlines *And always check case by case and if website working
  65. 65. Partner Airlines Blackout Dates China Airlines China Southern (new, most of the year) Korean (peak dates replacing blackout) ©Stefan Krasowski, All Rights Reserved
  66. 66. AeroMexico (Group 1) New Joint Venture application – expect more to come Lie-flat Dreamliner New York – Mexico City Flights to Tokyo and Shanghai ©Stefan Krasowski, All Rights Reserved
  67. 67. Air France (Group 1) Missing trans-Atlantic award space Indian ocean network ©Stefan Krasowski, All Rights Reserved
  68. 68. KLM (Group 1) Seat assignment issues (even on Delta metal out of AMS) Gate upgrades to premium economy Long AMS lounge shower waits Missing trans-Atlantic award space ©Stefan Krasowski, All Rights Reserved Missing trans-Atlantic award space
  69. 69. Alitalia (Group 1) Better experience than assumed but chaotic Poor IT links with partners, Rome transit a pain ©Stefan Krasowski, All Rights Reserved
  70. 70. Gol (Group 1, non-SkyTeam) Dumpy experience Orlando flight to Brazil Good award availability ©Stefan Krasowski, All Rights Reserved
  71. 71. Virgin Atlantic (Group 1, non-SkyTeam) Great award availability Fun, noisy flight experience Great lounges, even at Newark ©Stefan Krasowski, All Rights Reserved
  72. 72. Virgin Australia (Group 1, non-SkyTeam) Great award availability, when working Absurdly overpriced awards for Australia domestic ©Stefan Krasowski, All Rights Reserved
  73. 73. Air Europa (Group 2) Overlooked Europe option Generic EU-style flight experience ©Stefan Krasowski, All Rights Reserved
  74. 74. Kenya Airways (Group 2) Good award availability, hard to get agents to book Not great, but neither is Ethiopian ©Stefan Krasowski, All Rights Reserved
  75. 75. Middle East Airlines (Group 2) Regional flights Pastel uniforms ©Stefan Krasowski, All Rights Reserved
  76. 76. Saudia (Group 2) Still good award availability Transit times and process a pain, no more transit visas ©Stefan Krasowski, All Rights Reserved
  77. 77. Tarom (Group 2) Functional Eastern Europe option Lots of ATRs in fleet ©Stefan Krasowski, All Rights Reserved
  78. 78. Aeroflot (Group 3) Great award availability, fastest NYC to Maldives Better experience than expected Surcharges makes domestic awards absurd, use Avios on S7 ©Stefan Krasowski, All Rights Reserved
  79. 79. Aerolineas Argentinas (Group 3) Reportedly unreliable Argentina domestic tickets others very expensive ©Stefan Krasowski, All Rights Reserved
  80. 80. China Airlines (Group 3) The Taiwan-based SkyTeam airline, not mainland China New planes on the way ©Stefan Krasowski, All Rights Reserved
  81. 81. China Eastern (Group 3) Massive fuel surcharges on awards Shanghai Airlines awards possible but poor availability Delta co-locating at Shanghai PVG and expanding presence ©Stefan Krasowski, All Rights Reserved
  82. 82. China Southern (Group 3) Also big fuel surcharges on awards Better than Lucky says ©Stefan Krasowski, All Rights Reserved
  83. 83. Czech (Group 3) Typical EU-style ©Stefan Krasowski, All Rights Reserved
  84. 84. Garuda (Group 3) Most reliable Indonesian airline ©Stefan Krasowski, All Rights Reserved
  85. 85. Vietnam Airlines (Group 3) Decent Southeast Asia option Revenue tickets buy from airline, not OTAs to save $$$ ©Stefan Krasowski, All Rights Reserved
  86. 86. Xiamen Airlines (Group 3) Regional Chinese airline “The soaring egret leads you to a wider world” ©Stefan Krasowski, All Rights Reserved
  87. 87. Xiamen Airlines (Group 3) Regional Chinese airline “The soaring egret leads you to a wider world” ©Stefan Krasowski, All Rights Reserved
  88. 88. Alaska (Group 4, non-SkyTeam) Devolving frenemy relationship ©Stefan Krasowski, All Rights Reserved
  89. 89. Great Lakes (Group 4, non-SkyTeam) Regional US airline ©Stefan Krasowski, All Rights Reserved
  90. 90. Hawaiian (Group 4, non-SkyTeam) Inter-island flights only ©Stefan Krasowski, All Rights Reserved
  91. 91. Korean (Group 4) Delta and Korean plain don’t like each other ©Stefan Krasowski, All Rights Reserved
  92. 92. WestJet (Group 4, non-SkyTeam) Earn only, no awards ©Stefan Krasowski, All Rights Reserved
  93. 93. Air Tahiti Nui (No group, non-SkyTeam) Awards only, no earn ©Stefan Krasowski, All Rights Reserved
  94. 94. Asia/Japan Residents Only ©Stefan Krasowski, All Rights Reserved
  95. 95. Non-Airline Partners ©Stefan Krasowski, All Rights Reserved
  96. 96. Amex Delta Cards Delta Reserve $30/60k = 15/30k transferrable MQMs Delta Platinum $25/50k = 10/20k MQMs Reserve/Platinum companion certificates are ok Gold card is crapGold card is crap Targeted sign-ups for elites ©Stefan Krasowski, All Rights Reserved
  97. 97. Starwood (Marriott?) Reciprocal earning Pseudo-elite reciprocal benefits Business class bedding ©Stefan Krasowski, All Rights Reserved
  98. 98. Hertz Delta elites gets Hertz elite status Bonus rental mileage earnings ©Stefan Krasowski, All Rights Reserved
  99. 99. Enterprise First mileage-earning airline on Enterprise ©Stefan Krasowski, All Rights Reserved
  100. 100. Why I Sort-Of Stick With Delta ©Stefan Krasowski, All Rights Reserved
  101. 101. I Have Been Sort-Of Boycotting Delta Delta’s arrogance really irritates me No notice changes Deceptive practices and website that fleece customers ©Stefan Krasowski, All Rights Reserved
  102. 102. Why I Haven’t Cut the Cord United is decrepit and dispirited American is hardly a NYC hub anymore Diamond customer service and upgrades are great SkyTeam works for me, especially in AsiaSkyTeam works for me, especially in Asia SkyMiles value on partners ©Stefan Krasowski, All Rights Reserved
  103. 103. This is What I Get on United ©Stefan Krasowski, All Rights Reserved
  104. 104. And I Listen to Gary Leff Gary’s preferred US airline: ©Stefan Krasowski, All Rights Reserved
  105. 105. Thank You stefan@rapidtravelchai.com @rapidtravelchai rapidtravelchai.com ©Stefan Krasowski, All Rights Reserved

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