Delta’s Most Frequent Flyer Shares Why He Flies Delta, And It’s Not SkyMiles

Delta’s Most Frequent Flyer Shares Why He Flies Delta, And It’s Not SkyMiles

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Delta put out a press release about inviting the company’s most frequent flyer to provide “invaluable feedback” about why he flies with the airline. Perhaps what’s most interesting is what’s not mentioned…

Delta’s 14 million miler shares what he loves about Delta

Earlier this year, I wrote about how Delta’s most frequent flyer, Todd, hit 14 million miler status with the airline (basically a novice compared to United’s most frequent flyer, who has flown 23 million miles with the airline). 😉

Delta invited Todd to visit the carrier’s global headquarters in Atlanta, “not just for a special tour to learn more about how the airline runs, but to deliver his perspective to everyone from frontline managers to senior leaders.” Delta was excited to welcome him, as the company “prides itself on listening to customer feedback.”

Todd is a self-proclaimed avgeek with nearly 40 years of experience flying on Delta planes. So he shared his feedback with a variety of Delta executives, including Delta’s EVP and Chief Customer Experience Officer.

Here are some quotes from Todd about why he flies with Delta:

  • “One question I’ve been asked during my time here is what keeps me coming back. Besides the operational reliability, I think one of the things is really the people here. You can’t really see it, but when you’re part of the Delta experience, you feel it.” 
  • “For the longest time, I’ve always said that it’s really about the entire experience, even before the customer arrives at the airport.”
  • “I think what you guys have done with connectivity and in-flight entertainment has been a game changer.”
  • “After all these years of flying with Delta, I feel just as invested in Delta as employees or other stakeholders. I want to see Delta succeed as it is such a significant part of my travel life. Some Delta employees have even become personal friends over the years. The brand has really resonated on so many levels.” 

The press release also notes the following:

Todd cited effective, transparent communication with customers as one of the most important ways Delta can make the entire travel experience seamless. Just as important is getting through security and to the gate on time, he said, which can be the most stressful part of flying. To combat this, Delta’s strategic partnerships with TSA and continuous enhancements to the popular Fly Delta app have illustrated the airline’s investment in a seamless check-in experience.  

Todd often flies through JFK and noted significant improvements in recent years, just one hub where Delta has invested tremendously over the past decade-plus.

Todd, Delta’s most frequent flyer (credit: Delta)

What I find noteworthy about these “insights”

The first thing that I noticed when I read this story is that the SkyMiles program isn’t mentioned once in the entire piece. I think almost every other airline would highlight this as something that keeps a passenger loyal, but not Delta.

Presumably that’s not a coincidence, as Delta basically just views SkyMiles as a currency that people can redeem for flights. Delta doesn’t even try to hide the fact that it doesn’t view SkyMiles as a way to get people on planes, but rather it’s just a revenue opportunity.

The next thing I couldn’t help but notice is how Delta frames this as “enlisting” the help of the company’s most frequent flyer to get “invaluable feedback.” Yet if I’m reading this announcement correctly, his feedback is just that everything Delta is doing is good? Did I miss the part where Delta acknowledges any changes he recommended, and that the airline plans to take those to heart?

Lastly, I can’t help but feel like Todd is getting the short end of the stick here. Todd seems like a nice guy, and I love the fact that he’s an avgeek. I also understand the desire to be loyal to one airline, and how over time that experience can become a part of your life. But Todd, my man, I really think you need to branch out with airlines a bit more:

  • From the story earlier this year, we learned that Todd largely flies between New York and Zurich, which Delta operates with a Boeing 767; Delta’s 767s have the worst international wide body business class product of any US airline, in my opinion
  • If Todd likes the Fly Delta app, he should check out the United app, because it’s much better
  • Todd is noticing the “significant improvements” at JFK, but does he really like the JFK Sky Club experience? Presumably he has invitation-only status with how much he flies, and the ground experience pales in comparison to what premium international travelers would get with American or United at their respective hubs in the area
Todd, Delta’s most frequent flyer (credit: Delta)

Bottom line

Delta invited its most frequent flyer to headquarters in order to get insights about the company. It’s interesting to hear the things he reportedly loves about Delta, and how it doesn’t include the SkyMiles program. It’s also noteworthy to me how many of the things that he loves about Delta aren’t even areas where the airline is better than competitors.

I just find the tone of this whole thing to be a bit strange. By all means invite your most frequent flyer to headquarters and share it with the public. Or share the things that Delta’s most frequent flyer likes about the airline. But it’s weird to claim you’re looking for valuable insights about Delta, and then just tout how JFK and the Fly Delta app are amazing.

What do you make of this piece?

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  1. Greg Guest

    Follow up here

    Was on a UNITED flight he boarded SAN-LAX

    Boarded with GS/1K (agent lumped them) and was in economy #4 on the upgrade list

    He works for a Zurich based company in a large sector there based on his Linkedin.

    Had a backpack with a Delta 360 tag prominently on the back, no other hand luggage.

    He had a big mask on so didn’t engage him but maybe he was connecting...

    Follow up here

    Was on a UNITED flight he boarded SAN-LAX

    Boarded with GS/1K (agent lumped them) and was in economy #4 on the upgrade list

    He works for a Zurich based company in a large sector there based on his Linkedin.

    Had a backpack with a Delta 360 tag prominently on the back, no other hand luggage.

    He had a big mask on so didn’t engage him but maybe he was connecting to LAX-ZRH on Swiss or maybe he wanted the Delta One service LAX-JFK.

    I’m guessing he easily hits UA 1K with a small number of high dollar first or biz class tix on Swiss.

  2. Concertguy Guest

    For what its worth with my limited flying based in ATL I had 26 segments with Delta this year but also flew very few segments with AC, UA & B6, all were fine, my favorite coach was DL & B6 on the A220, next up longhaul coach in DL 767 and A330, best business UA 777 and 767-400 in Polaris, then AC Business on 777, then DL1 on 767 (have not flown DL A350 in...

    For what its worth with my limited flying based in ATL I had 26 segments with Delta this year but also flew very few segments with AC, UA & B6, all were fine, my favorite coach was DL & B6 on the A220, next up longhaul coach in DL 767 and A330, best business UA 777 and 767-400 in Polaris, then AC Business on 777, then DL1 on 767 (have not flown DL A350 in J) Delta overall does domestic coach a bit better than UA; Jet Blue always solid but limited network from ATL to get a better read overall, but their planes with my limited experience overall pretty comfortable in Y. (Got to fly in TAP in Y on their A321LR but intra Europe so only 70 minute flight, best economy seat for comfort to date) Cheers to Todd for being a uber global traveler!

  3. Eric Guest

    This so delta deflecting from their dismal decision making on the sky miles program. Delta has converted to a credit card company and has stop focusing on the flight experience. After 7 years of being a diamond medallion member I am leaving my delta loyalty behind. The have ruined the brand the same way Marriott ruined spg

  4. mary meinertcase Guest

    oh shoot me....iLOVE delta, flying but...customer service. I'm only silver sky miles and will probably lose that but...when you call, they are MOST helpful setting up changes. honestly. and I love flying so there. and I LOVE the partners. virginatlantic to London the best. delta know what's what. really. do NOT like United or southwest, only fly if that'd the only option. so there.

  5. Carl Member

    "Todd cited effective, transparent communication with customers as one of the most important ways Delta can make the entire travel experience seamless."
    And are we seriously to believe that DL has transparent communication? This is the airline that is duplicitous and lacks candor about flight delays, blames late arrival of the inbound aircraft when it's ahead of schedule, and argues it's not allowed to announce Skymiles devaluations.

  6. Steven Conley Guest

    I recently flew Delta over to Italy and after choosing a bulkhead seat 4 months before departure found my wife and myself in the middle of a 4 seat figuration. My artificial hips, plural, and artificial knee we SCREAMING. Then there was the sick woman beside me who twice copied up on my right shoulder. Should I have the opportunity for international travel again I will not fly Delta!

    1. Icarus Guest

      As that will happen with any airline. Seats assignments are never guaranteed. If you want more room pay for business or premium.

  7. bellinghamfitz New Member

    Delta? Smells like Stockholm Syndrome to me. How many other airlines has this guy flown in the past 10 years? Delta's always been near the bottom of my list, to be sure.

    1. Peter T. Guest

      Delta Airlines is the top-rated U.S. airline of Condé Nast Traveler readers.

      Todd isn't the only one who enjoys flying on Delta.

      https://www.cntraveler.com/galleries/best-airlines-in-us

  8. Fly4Fun Guest

    Just curious as to what most people do for a living to hit 1 million + miles traveled? Seems like Todd maybe does something in banking to be flying to Zurich so frequently.

  9. Robert Belle Guest

    I agree with the critique of the Delta elite traveler.Maybe Delta should invite a regular traveler along with the elite customer and compare the two. I would suspect a lot of people fly coach ! I believe everyone on the plane has an opinion so why not do a sample of each class of travelers?

    1. MaxPower Diamond

      In fairness to delta, I’m sure they do survey lower level customers as well, but it would be weird to do a public piece from delta news about what their customers dislike about them

  10. aviators99 Guest

    I don't know how many miles he actually has, but if he had 14,000,000, he could take around 14 trips from Atlanta to LAX..

    1. tipsyinmadras Diamond

      Might be enough to upgrade to "First" on a segment or two.

  11. betterbub Diamond

    This is a wild comment section, people are absolutely fixated on loving or hating Delta

  12. treat Guest

    does he have a legacy flight pass like Tom Stuker? I'm not sure if Delta/NW ever offered such a product

  13. Santa Barbarian Guest

    There's got to be more to this story.

    No sane SAN flyer would intentionally route through JFK when they could make a quick hop to LAX or SFO, with better weather and more IROPS options.

    DL is great at playing the social networking marketing fluff game. It shows here.
    But this is clearly the meth cook asking the guy with no teeth why he likes meth.

  14. M. Casey Guest

    When mentioning the UA flyer with 23MM, we should attach an asterisk *. He bought a bargain at under 200k and hasn’t bought a UA ticket for himself since. Sure anyone could add 1MM per year, if you’re not paying for it. For that matter, we should include NRSA & crew members to the most miles flown lists.

    Did DL sell this guy something similar?

    1. Brian Guest

      I am a NRSA with Delta and am on a plane at least twice a month with three or four international trips a year. I don't keep track of my miles but it is definitely in the millions.

  15. JB Guest

    He is based out of San Diego. I think the fact that Delta also flies Delta One configured 757s out of San Diego to JFK (where he connects most often) has to do with his choice of airline. AA cannot compete with UA and DL on European destinations. While United would also suit his needs, Delta has had a better customer service experience and on average better employees. What I have noticed about most of...

    He is based out of San Diego. I think the fact that Delta also flies Delta One configured 757s out of San Diego to JFK (where he connects most often) has to do with his choice of airline. AA cannot compete with UA and DL on European destinations. While United would also suit his needs, Delta has had a better customer service experience and on average better employees. What I have noticed about most of the world's frequent flyers who aren't as geeky as the people reading this site daily, is that they do not look to maximize every opportunity. Rather their choices are made based on convenience, what suits them, and based on what they are used to or what they know (meaning they would rather have consistency in their travels based on what they are used to). They do not do through research on how to maximize their rewards. Rather, they stick with what they know.

    I agree that flying Swiss would have been a better airline if he only flew between Zurich and the U.S.. However, it is likely he has been loyal to DL for a very long time, so he likely had his loyalty set with DL before his travels took him to the same destinations. Ben's previous article about him stated that New York to Zurich is the route he most often flies on, not the only one. So if he flies to other destinations, then Swiss would not be his best option for loyalty (if you are looking for nonstop flights). Given that he lives on the west coast, UA and DL are his best options. If I was in his shoes, I would also choose Delta (actually, if I was in his shoes, I would fly different airlines based on where I was flying, but this is the airline geek in me speaking).

    1. MaxPower Diamond

      I’m sure delta has flown lie flat 757s in the past to jfk but they certainly aren’t now.

      And aa can easily compete with delta on European destinations since aa/ba have a nonstop to Europe from san while DL’s JV does not.

    2. tipsyinmadras Diamond

      In the past they have used D1 757s but as of late they're using A321Neos JFK-SAN

  16. Brianair Guest

    We still love you Tim Dunn! Still love you!

    1. Tim Dunn Diamond

      I am sure you do... none of which changes the fact that there is an element of the traveling population that are not motivated by the whole miles and credit card arena - and that means that the whole blogosphere that supports it doesn't matter.

      And Delta's flight from JFK to ZRH at least today is on the 767-400.

      I get there are people that think that anything Delta offers is somehow less than its...

      I am sure you do... none of which changes the fact that there is an element of the traveling population that are not motivated by the whole miles and credit card arena - and that means that the whole blogosphere that supports it doesn't matter.

      And Delta's flight from JFK to ZRH at least today is on the 767-400.

      I get there are people that think that anything Delta offers is somehow less than its competitors, but the 767-400 product is credible and based on industry data gets average fares comparable to competitors.

      Unlike Untied, Delta does not see a need - based on real data - to try to outfit every airplane with the same business class seat, esp. given that Polaris is inferior to the Delta One Suites on Delta's A330-900s and A350s.
      Delta recognizes, like most global airlines, that there will be multiple onboard products and it is management's job to figure out how to use the right product in the right market rather than trying to create uniformity which still is inadequate to the best products that many other competitors offer.

    2. tipsyinmadras Diamond

      The gymnastic Tim's using to defend Delta's lousy 763 D1 offering is Cirque du Soleil. Delta is able to get away with offering such an uncompetitive product because consumers (like this guy) don't know any better

    3. Tim Dunn Diamond

      you still can't grasp despite it having been said multiple times that Delta is flying the 767-400, not the 767-300ER to Zurich and the two DO NOT have the same onboard product.

      Delta, like most global airlines other than United, is capable of having a fleet of multiple onboard products and using them in appropriate settings.

    4. tipsyinmadras Diamond

      I'm very aware of the difference between the 763 and 4, I've flown both in D1. Based on FR24 they used the 767-300 as recently as 10/27 JFK-ZRH, so seems like they use both - would imagine it's a seasonal swap.

      Many carriers do operate different hard products - Lufthansa has like 17 - but none of them befit a medieval torture chamber quite like the 763 D1

  17. Donato Guest

    Routine, habit and muscle memory make travel easier. After taking the same flights ten times you start to recognize faces, gates, lounges and the routine and it is hard to change things up.
    Decades ago I flew EWR-ZRH repeatedly as the first leg of travel to BRI, 2 to 3 times a month. I had things down to a routine, even getting the same hotel rooms so I slept as though at home.
    ...

    Routine, habit and muscle memory make travel easier. After taking the same flights ten times you start to recognize faces, gates, lounges and the routine and it is hard to change things up.
    Decades ago I flew EWR-ZRH repeatedly as the first leg of travel to BRI, 2 to 3 times a month. I had things down to a routine, even getting the same hotel rooms so I slept as though at home.
    While I surely can understand the comfort and routine of using one airline, there might have been better options!

  18. Mantis Gold

    The vast majority of the flying public make constant poor travel choices. They don't want to think, do research, or question their decisions. This guy is one of them. The audience of this blog is part of the <1% of the flying public that is actually paying attention...plus that sad pro-bono Delta shill.

  19. Cedric Guest

    If he is always in Zurich, flying Swiss would get way better service at the airport. Even traveling business he would become a HON and have access to the first class lounge and a host of other perks. On top of the upgrades to F.

    Same if he flew to Paris all the time, I would fly AF.

    I will aree that the miles are the least important factor for me to chose an airline as well.

  20. Tim Dunn Diamond

    The real takeaway is that, in the world of customers like this Delta customer, there is no room for miles and credit card blogs - or a livelihood for people like Ben.
    Ben did grasp what I have been saying for months while Delta has been roasted for its elite qualification cuts: Delta seeks out and has customers that pay for its services and don't need enormous rebates.

    1. DesertGhost Guest

      In other words, Delta is the world's only PERFECT airline.

    2. Tim Dunn Diamond

      nope. it just means that there are customers for any company that buy based on product and quality alone - without the "fluff" or extras.

      In a world where so many people are incentivized one way or another to act, it is notable that Delta's most frequent flyer is exactly contrary to what so many think about how to rise in the elite/status world.

    3. tipsyinmadras Diamond

      "Delta seeks out and has customers that [are uninformed and don't know enough about SkyMiles to know
      they're being screwed over and evaluate alternatives]"

      Fixed it.

  21. Ron Guest

    You think the United app is better? My experience is way different.

    As a platinum on delta, and just a regular Joe with united, I've actually started flying united a bunch this year because of geographic restrictions (only airline that flies where I need to) and so many times I've tried checking in on the united app and it just spins. Or crashes. Like almost every trip. Never had any issues with deltas.

    ...

    You think the United app is better? My experience is way different.

    As a platinum on delta, and just a regular Joe with united, I've actually started flying united a bunch this year because of geographic restrictions (only airline that flies where I need to) and so many times I've tried checking in on the united app and it just spins. Or crashes. Like almost every trip. Never had any issues with deltas.

    I know when I fly united I better save my tickets to Google wallet...

    1. Ivan X Guest

      Possible. On iOS, it’s superb. That’s not to say they shouldn’t make it as good on Android, but Ben uses iOS AFAIK, and I agree with him that you can do much more with the United app than the Delta app (and same for their respective websites).

    2. Donna Diamond

      As an IOS user, agree with @Ivan X - United App is better.

    3. Tim Dunn Diamond

      I would honestly like to hear what anyone thinks makes the United app better. All I have seen that UA does that DL does not do whether on their website or the app is display the standby list openly (ie to those not on the flight)
      I recall an article on this site about a functionality that the UA app just added - I think it was bag tracking - that DL has done...

      I would honestly like to hear what anyone thinks makes the United app better. All I have seen that UA does that DL does not do whether on their website or the app is display the standby list openly (ie to those not on the flight)
      I recall an article on this site about a functionality that the UA app just added - I think it was bag tracking - that DL has done for years.
      what is it that some people think UA does better and do they really use the DL app as a basis for comparison?

    4. Ivan X Guest

      United app/website/tech: lets you see available fair bucket inventory, useful when deciding whether you have time to consider a purchase or you need to pull the trigger. UA has better flight sorting/filtering. When you land for a connection, you immediately get a text message saying you are at gate X, you are going to gate Y, it will take Z minutes to walk between the two, and here’s a link to a walking map. United...

      United app/website/tech: lets you see available fair bucket inventory, useful when deciding whether you have time to consider a purchase or you need to pull the trigger. UA has better flight sorting/filtering. When you land for a connection, you immediately get a text message saying you are at gate X, you are going to gate Y, it will take Z minutes to walk between the two, and here’s a link to a walking map. United messages you to let you know when your plane is about to is about to board, not when your boarding group is already boarding. You can un-check-in on UA (maybe you can do that on Delta, I don’t remember). You can search for (admittedly rare) immediate-mileage-upgradeable flights as part of advanced search. You can omit connecting cities you don’t want shown. UA app has a ton of airport maps right in the app (maybe Delta’s does as well). These are just top of mind items, there are other details and capabilities I like as well but I’m not doing a side by side comparison while I’m writing this and I spend more time in the UA app and I haven’t explored every nook and cranny of Delta’s. I also subjectively prefer the UI of United’s though there’s nothing substantially wrong with Delta’s on that front. United app also has integrated Sudoku, but I don’t play Sudoku, so we’ll call that a tie.

    5. tipsyinmadras Diamond

      I'm a DL loyalist and recently flew UA for a route DL doesn't serve - while the DL app is perfectly acceptable the UA app is a lot more sophisticated. The notifications and tracking of the overall journey were impressive.

  22. Carl P Meyer Guest

    Curious as to how many Million Milers Delta has?
    10 Million Milers
    5 Million Milers
    4 Million Milers
    3 Million Milers
    2 Million Milers
    1 Million Milers

    Anyone know?

    1. Darryl S. Stewart Guest

      Carlos,

      10 Million Milers - 571
      5 Million Milers - 1827
      4 Million Milers - 2399
      3 Million Milers - 9845
      2 Million Milers - 11472
      1 Million Milers - 47293

      This is the 2022 data, FYI.

  23. canuck_in_ca Guest

    Delta still operates a B737-200 simulator? They couldn't spare an A350 sim for 5 minutes?

    1. Eskimo Guest

      Where did you read that, dink? It doesn't say that anywhere ??

    2. Leigh Guest

      I’ve been lucky to visit the simulators and fly a 777-200LR…they maintain simulators for almost every type, even those that they don’t operate, because they are rent out their use to other airlines.

    3. Darryl S. Stewart Guest

      Delta doesn't even fly the 777-200LR so I highly doubt you flew that. Plus also there is no 777-200LR vs 777-200ER vs 777-200 simulator - all the same type rating

    4. Eskimo Guest

      Delta doesn't fly the 777?

    5. Leigh Diamond

      @Eskimo

      Did you READ my post, or do you have reading comprehension issues (if so, I'm sorry about that)...???

      At the time invited to experience their HQ flight simulator complex they actually did fly the 777, though not anymore.

      The RELEVANT points were, if you had actually read the post: 1) they maintain simulators for almost every jet type as they are still used by other airlines, which is a revenue source for DL, and...

      @Eskimo

      Did you READ my post, or do you have reading comprehension issues (if so, I'm sorry about that)...???

      At the time invited to experience their HQ flight simulator complex they actually did fly the 777, though not anymore.

      The RELEVANT points were, if you had actually read the post: 1) they maintain simulators for almost every jet type as they are still used by other airlines, which is a revenue source for DL, and 2) a real AvGeek could have seen by the cockpit instrumentation which aircraft type it was...canuck_in_ca simply has more knowledge than you.

      Buh-bye...

    6. Eskimo Guest

      Yes, I read your post in extensive detail. I also READ the entire article that makes absolutely no mention in any way, shape, or form about the invite to the HQ in it. So you're commenting on something from a linked source with-in the article. The article on OMAAT is not the correct platform for that as comments related to linked content must be handled on the linked page.

      Hope this clarifies.

    7. Leigh Guest

      And Eskimo doesn’t seem much of an AvGeek as he can’t identity the aircraft type by the cockpit details…instead seems to like to be rude and showcase his/her lack of knowledge…

    8. MaxPower Diamond

      Eskimo
      Helpful if you read the delta news release where it says the guy used a 737-200 sim. Think before you speak and look dumb

    9. Eskimo Guest

      Try reading the ARTICLE, not just going through and clicking hyperlinks like a crazed dog. You're commenting on something from a linked source with-in the article. The article on OMAAT is not the correct platform for that as comments related to linked content must be handled on the linked page.

      Does this make sense? Read the OMAAT SOPs before you speak and look dumb and embarass the whole website.

    10. MaxPower Diamond

      Think before you speak, Eskimo. You sound like an uninformed idiot that calls others out without realizing his own stupidity for not reading what the author was referencing.

    11. MaxPower Diamond

      lol. You’re an idiot. Lucky linked to it.
      You’d just prefer to try to embarrass a fellow commenter but ended up looking stupid.
      Enjoy your night.

    12. Eskimo Guest

      The SOPs don't lie, bub. This is LINKED CONTENT so shouldn't be discussed here!

      Thanks!

    13. Leigh Guest

      Eskimo is a lost cause. Mental. It’s not worth reading or responding to him…it just triggers his psychosis, and brings down the overall quality of the comments.

    14. Darnell Guest

      Mini MaxPower, after making a total fool of himself as he got badly beaten up by Eskimo and Darryl Stewart in the comments, is at it again. He tried to lie and went away with a major case of Depression. Now he’s throwing money at ME, looking for a forgiveness!

    15. Brianair Guest

      Fellow Canadian, it’s because they’re planning to buy Air Inuit in order to increase market share in Canada in order to make up ground after to missing out on the JV with WestJet. They need to train pilots to fly those planes with gravel kits for the runways up north.

  24. FakeClimbing Guest

    Makes no mistake, the DL propaganda PR machine is in full display here. Cutting into his experience, DL family couldn't help bragging their Differences.

    On a side note, JFK-ZRH was launched back in 2014, from a quick online research. Wonder what other DL/NW-monopoly markets he was trapped in prior to that.

  25. Henry Guest

    Just goes to show most loyalty is created through habit (he has always flown Delta on that route) or necessity (you have no choice as it’s the only carrier).

    Most schemes are now over rated.

  26. windswd Guest

    With the bulk of his travel between JFK and ZRH - I cannot understand how LX does not feature in the conversation. The business class product offered by SWISS is far superior to that of DL .... especially, as you point out, if you think about the SEAT.
    DL is, indeed, desperate for some "feel good press"....As a resident of NYC who prefers to fly out of LGA and JFK it is not so...

    With the bulk of his travel between JFK and ZRH - I cannot understand how LX does not feature in the conversation. The business class product offered by SWISS is far superior to that of DL .... especially, as you point out, if you think about the SEAT.
    DL is, indeed, desperate for some "feel good press"....As a resident of NYC who prefers to fly out of LGA and JFK it is not so easy to bypass DL (especially domestically). But given an alternative....I would take it in a heartbeat (including schlepping to EWR to fly UA)

    1. JK Guest

      I agree, and having the ability to upgrade to first class (I assume he'd make it to Hon Circle for sure). I live in Australia but travel to Europe at least once a year and also come to Canada, the difference in service between an ME or Asian carrier to that of a US carrier is staggering. Some times the crews are fantastic but often it is very poor in comparison to ME/Asian carriers. Swiss efficiency and design and that fantastic hard product, yes please.

    2. Dee Guest

      Guess he is a 360 for life! Maybe we missed part of his interview with the negative comments censored by DL.

  27. Powerball Winner Guest

    Agree with a few others on here. Most of the Delta hate is because credit card gurus can't book business class for 50K miles like they can on other airlines. I've flown on over 24 carriers that I can count and would put Delta in the top few best experiences. If you take advantage of the flash sales you can get great redemptions, but you're never going to get super cheap business class redemptions. It's...

    Agree with a few others on here. Most of the Delta hate is because credit card gurus can't book business class for 50K miles like they can on other airlines. I've flown on over 24 carriers that I can count and would put Delta in the top few best experiences. If you take advantage of the flash sales you can get great redemptions, but you're never going to get super cheap business class redemptions. It's like Air Canada - nobody really likes them as a carrier, they just like the ability to get cheap business class redemptions through their loyalty program.

  28. BradStPete Diamond

    Ben, (and the others) not all of us are interested in miles or status. I think, Ben, you are unduly harsh here,
    The man likes Delta. So do I. A consistently great product...compared to AA and UA's catering. DL people have been amazing to me over the years.
    I can say with certainty in my case, AA has been a horrible experience for me in all 3 cabins, but that's just me. UA...Meh
    To each, our own and for many of us DL shines.

  29. ted poco Guest

    If I am flying international anywhere but the Americas, I am not taking an American airline.

    1. VladG Diamond

      This used to be true. Nowadays, all three American airlines are leaps & bounds ahead of e.g. Lufthansa, which was unimaginable 20 years ago.

    2. ted poco Guest

      Lufthansa business class and lounges are much better then what is offered by any American airline. Their food, while worse then other international airlines, is still better then what is served by US airlines, especially flying from Europe.

    3. NFSF Diamond

      "Lufthansa business class and lounges"

      UA business class seats and lounges are better than Lufthansa. UA is let down by the awful food.

    4. Mantis Gold

      Accurate...especially transpacific.

    5. Pat Guest

      Assuming he wanted a direct flight to Zurich, that non-American carrier would have to be Swiss Airlines. Is Swiss Airlines Business Class actually better than Delta's? I don't think so.

      And let's say he did opt for Swiss, that would put him in the Star Alliance ecosystem which would force the New Yorker to take domestic flights out of Newark.

  30. Redacted Guest

    Just curious why you consider United's app to be much better than Delta's? For all of their faults, Delta's app is fairly reliable, doesn't require within-app login verification every time you flip to your profile (unlike United), and doesn't feature distracting marketing spam on the home page (unlike United). Flight search and booking work fine... I guess you don't see as much detail on a single page as United but that's nitpicking.

  31. Eskimo Guest

    Total nobody - talk to Tom Stuker who has flwon 65 million miles on United.

  32. Jack Guest

    He almost has enough miles to fly the magnificent Delta One 767 product to Europe and back! (back, may be a stretch)

  33. Pete Diamond

    Am I the only one that thinks it’s weird that unlike Tom Stuker, all this press about a guy that we only know as Todd? Or Todd O?

    Is this AA? “Hi my name is Todd and I fly Delta Airlines…”

  34. George Romey Guest

    For people that do a lot of International flying for business miles might not matter because on their downtime they might actually want to stay close to home.

  35. Jake Guest

    Delta's financials support the facts that to most people, except the bottom feeders, the frequent flyer program doesn't influence purchase.

  36. Not Todd Guest

    So I have met Todd and can give some insight. When I asked him why he doesn’t just move to Zurich his simple answer was “I enjoy flying”. As loyal as Todd is to Delta he does also fly other airlines. If I’m not mistaken he has over a million miles with UA. He just doesn’t enjoy the overall experience as much so when he has the option he will choose Delta. But when another...

    So I have met Todd and can give some insight. When I asked him why he doesn’t just move to Zurich his simple answer was “I enjoy flying”. As loyal as Todd is to Delta he does also fly other airlines. If I’m not mistaken he has over a million miles with UA. He just doesn’t enjoy the overall experience as much so when he has the option he will choose Delta. But when another airline is a MUCH better option, he flies them too. As for flying Swiss airlines instead, he hates JFK Terminal 1 and avoids it.

  37. AD Diamond

    I'd bet that at some point he lived in NY or ATL. I can't imagine that he would have gotten hooked on DL 40 years ago on the west coast. There just wasn't enough presence -- unless he's actually a legacy NWA flyer. His flying history - which likely has not always been JFK to Zurich might be enlightening as well.

    I see both sides of the 'branch out' debate. I'm kinda a DL...

    I'd bet that at some point he lived in NY or ATL. I can't imagine that he would have gotten hooked on DL 40 years ago on the west coast. There just wasn't enough presence -- unless he's actually a legacy NWA flyer. His flying history - which likely has not always been JFK to Zurich might be enlightening as well.

    I see both sides of the 'branch out' debate. I'm kinda a DL loyalist these days -- that is, if I have to choose between DL, AA and UA, I'm all in with DL. And as a business traveler, I appreciate the desire for consistency. He flies that route on DL and knows what he's getting. I also get the desire to try other products and will do that when I can. Also, I don't get to pick my airline for work, so I get to try some things whether I'd like to or not.

    Finally, one other possibility for his choice of DL across the pond. His employer may require him to fly a US carrier or at least a US codeshare. He's *probably* not a government employee, but the USG is not the only org that requires US carriers.

  38. Speedbird Guest

    Tim Dunn memes are probably the best part of OMAAAT ngl

    1. Eskimo Guest

      Wow, what website is OMAAAT sounds really interesting!?! Surely it can't be this one because this is OMAAT (spell it out) - maybe you can enlighten us all what the extra A is about? Representation of A for ANUS!?

    2. Mike Guest

      Eskimo - I would say that as someone with broken grammar, poor punctuation and word choice that is unusual at best, you'd be wise not to criticize other readers' typos.

    3. Eskimo Guest

      Michael - by saying "I would say that as someone with", you are actually saying those comments about yourself. LOL! You try to teach me ENGLISH but in the end I SCHOOL you.

      Have your testes not descended?

    4. Eskimo Guest

      By saying "I would say that as someone with", you are referring to yourself (Google it). You try to correct me when you don't know what you're taking about!? WHY!!

      Perhaps you have an undesended teste?

    5. MaxPower Diamond

      Eskimo
      Put the drinks down for the night. You’ve had enough and can’t even spell.

    6. Eskimo Guest

      Dingus Maximus, SHOW me two spelling errors from my above post.

    7. MaxPower Diamond

      Two quick ones from above posts:
      1. Undescended, not “undesended”. And in the same post, the word you’re looking for is talking, not “taking”. Google it ;)
      2. Flown, not “flwon”

      Go to bed. You’re embarrassing yourself and it’s really too easy to answer these silly challenges because you’re too drunk to read what you even wrote lol

    8. MaxPower Diamond

      You are entertaining. I don’t think I’ve seen someone try so hard to reinforce his own stupidity.
      I’ll let you read it in the morning since I showed you two from the same post and a separate one in another place.
      I “showed” three total but you are too drunk to read, apparently. lol
      Go to bed, troll. Maybe don’t try to be an ass to others for no reason and you won’t be shown for the one you are.
      Good night

      ;)

  39. Anon Guest

    He should really fly Swiss.

    He lives in San Diego and could easily hop a short United flight to LAX or SFO and enjoy a much nicer long-haul experience on a Swiss 777 nonstop to Zurich. He'd have had access to UA Polaris lounges in LA or SF, which are way nicer than Sky Clubs, and he'd probably have made HON Circle status on Swiss and have had access to an even nicer First...

    He should really fly Swiss.

    He lives in San Diego and could easily hop a short United flight to LAX or SFO and enjoy a much nicer long-haul experience on a Swiss 777 nonstop to Zurich. He'd have had access to UA Polaris lounges in LA or SF, which are way nicer than Sky Clubs, and he'd probably have made HON Circle status on Swiss and have had access to an even nicer First Class lounge in Zurich, or at the very least the Senator lounge there, both of which are far superior to the random contract lounge Delta uses. And Swiss's business class is quite nice in its 777s, especially compared to Delta's 767s, or the 37 inches of seat pitch in domestic first class on a Delta narrow body from SAN to JFK for 5+ hours!

    Also, if things go sideways in Europe, having access to the entire Lufthansa group (plus United in the JV) for rebooking options is better than Delta's (and Skyteam's) more limited footprint in Switzerland. Lufthansa even flies Munich to San Diego nonstop (with its admittedly subpar business class).

    1. MaxPower Diamond

      I missed that he’s in San Diego. Really is strange that he’d pick the smallest and least relevant alliance on the west coast and San Diego. To say nothing of the only alliance without nonstop service to Europe (or OW has nonstop to Asia and Europe) from SAN.

      Star would be the obvious choice if he goes to ZRH all the time from SAN or NYC or OneWorld if he wants the most nonstop options, by far, from SAN or the easy hop to ZRH via LHR.

    2. MaxPower Diamond

      I guess LH doesn’t fly to SAN anymore. OW would be the best option for all nonstop options.

    3. Greg Guest

      LH wasn't daily - it's going from 3x to daily next year - so maybe that was part of it.

    4. Greg Guest

      That said if I were doing his runs why not just get a black uber to LAX for the Swiss nonstop - work while you're in the uber

    5. MaxPower Diamond

      Good call. I was looking for FRA flights. I missed that it was to Munich. Thanks

    6. GUWonder Guest

      If you have to very frequently go back and forth between the US and Zurich but find the airport security screening process to be one of the main hassles of air travel by common carrier, then going via London/Heathrow is a bad idea.

  40. JK Guest

    If I were regularly flying between JFK and Zurich it would absolutely be on Swiss. is the allure of Delta possibly down to cost? This guy could be a Hon Circle member easily and have the First Class Lounge experience at Zurich and a far, far better hard product for the trip across the pond. Just my 2 cents though.

  41. betterbub Diamond

    I realize everything on this is more PR than 'customer feedback' but isn't it weird to ask your most loyal customer for feedback? It's like wondering why your restaurant is failing by only asking the 4 people that still swing by once a week

  42. Dan Guest

    Even the TSA comes up with better PR pieces than this. WTF

  43. jim Redd Guest

    I have a Been a skymiles only guy for over 20 years now. I used to love the experience and wanted no part of another airline but then over the last few years Delta leadership lost its way. First they seemed to have forgotten the job of a flight attendant is safety. I see flight attendants to short to close the overhead bin. I see flight attendants so fat they have to wattle back and...

    I have a Been a skymiles only guy for over 20 years now. I used to love the experience and wanted no part of another airline but then over the last few years Delta leadership lost its way. First they seemed to have forgotten the job of a flight attendant is safety. I see flight attendants to short to close the overhead bin. I see flight attendants so fat they have to wattle back and forth between the seat, just to get through, meanwhile rubbing themselves on the shoulders of the occupants on the aisle. I see flight attendants, too old I see flight attendants that are so flamboyantly, gay or trans that they are an extreme a distraction to their duties just to make a point that the airline is woke. The thing that really disturbed me was during Covid when flight attendants became the policing effort for mask wearing. When I was traveling with my two year old granddaughter, a flight attendant got quite uppity when the two-year-old couldn't keep her mask on properly. The employees seemed baffled why people where getting upset when the policies made zero sense. When Black Lives Matter reared its ugly head, flight attendants were wearing buttons on their uniforms when they used to be quite professional in appearance just a few years ago. I know this all sounds negative, because it is. I will say something positive though as far as the planes, and the pilots go, it's still probably the best domestic airline. I've stuck with Delta despite all this, but I do find it extremely frustrating when they decide that there's too many people in the lounges so they increase the cost and their ability to get in the lounge or when I am by paying $600 a year for a high end credit card, just for the ability to go in the lounge, limit me to how many times I can go in the lounge in a year. I thought the idea was to travel a lot. I personally don't make a dent in the lounge because I'm usually only in there a few minutes but that's why I got that credit card. That's why I try to get status every year. I do hope somebody reads this at Delta because I'm sure I'm not the only one that feels this way I would like to see Delta go back to its former glory with professional employees that have customer service on their mind. I would like to see employees that are capable of handling an emergency on board if one should occur and I would like to see a fair means of gaining status and having access to a lounge as well as points that could actually buy you something like an upgrade on your overseas flight to Delta one.

  44. BenjaminGuttery Diamond

    The cult of Delta on full display.

  45. D3Kingg Guest

    The greatest day of Tim Dunn’s life.

    If I flew that many miles it would be with VietJet and all those FAs would be on my d$&@.

  46. digital_notmad Diamond

    With as much as DL has been gratuitously shooting itself in the, er... foot lately from a PR standpoint, this reeks of desperation for any sort of positive exposure

  47. Donna Diamond

    Poor, long suffering Todd. Agree that he should get out and see the world by booking with other carriers, at least occasionally. As an AA EXP, I just booked a UA 787-10 Polaris Business Class trip out of ORD for early next year. I’m sure between the cabin and the Polaris Lounge, it won’t disappoint.

    1. Peter-T New Member

      Another poster here who has actually met Todd, stated that Todd does does fly other airlines and thinks Todd has over a million miles with United.

      So this narrative I keep reading in this comment section that Todd doesn't know better because he only flies Delta is false.

  48. Bob Guest

    Welcome to outside your bubble, Ben.

    In the real world of business travel - miles don't matter nearly as much as you want them to.

    1. ConcordeBoy Diamond

      You do realize that this blog/content isn't just for business travelers, do you not?

    2. Gregsdc Member

      Can you elaborate, Bob? I, and the other frequent business travelers I know, greatly value the FF miles we accumulate while working. Anyone who pays any attention knows that a Mileage Plus or AAdvantage mile is worth far more for aspirational travel than a SkyMile. Not sure what you're getting at.

    3. RichM Diamond

      Can't speak for Bob, but I can say that for business travel, schedule and convenience matter far more than who has the best FF programme.

      DL fly direct from US to Zurich, while other US airlines don't. That's far more important to the likes of Todd than which carrier has the nicest lounge, or is easiest to earn FF status on.

  49. Anthony Diamond

    While a lot of the criticism of Delta has been fair recently, I think this article misses the mark

    1) Delta flies the 767-400 (not the 300!) from JFK to ZHR. I've flown the route and plane myself. It's a good plane that is perfectly acceptable for that flight. A bit narrow around the shoulders, but it is not the 767-300 that people complain about. I notice you didn't mention the variant in the...

    While a lot of the criticism of Delta has been fair recently, I think this article misses the mark

    1) Delta flies the 767-400 (not the 300!) from JFK to ZHR. I've flown the route and plane myself. It's a good plane that is perfectly acceptable for that flight. A bit narrow around the shoulders, but it is not the 767-300 that people complain about. I notice you didn't mention the variant in the article.

    2) Delta is the only US carrier to fly from JFK to Zurich. American doesn't fly the route, and maybe this passenger isn't interested in flying Swiss for whatever reason. Maybe he finds having a US carrier convenient. Perhaps it is because the Swiss Lounge at JFK apparently closed; Delta offers a large JFK SkyClub and access to the nice PrimeClass lounge in Zurich (Primeclass Lounge is very nice)

    3) You have overstated the SkyClub issue for the past few months. JFK SkyClub can get crowded. But it is also a legitimately good lounge. Is it exclusive like the AA and UA premium lounges? No - but it still offers very good food and drink, a nice deck, etc. Traveling companions I visit JFK with often prefer the SkyClub to options like the Centurion Lounge due to the expansive size.

    Fact of the matter is that this passenger is likely getting good service on one of Delta's nice plans on a route that is convenient for him and good ground service on both ends.

    1. Rob Guest

      Yeah, #2 really hits it. If JFK-ZRH is his most frequent route, he's got two options: Delta or Swiss.

      But if he also flies domestically, even occasionally, and sees a benefit to having one preferred carrier, then Delta's the obvious/only choice.

      In that case, it's not really a matter of whether he's right or wrong; he's making the only choice.

    2. tipsyinmadras Diamond

      DL serves JFK-ZRH with a mix of the 767-300 and -400 (the -300 as recent as 10/27). The latter is fine, the former - ouch.

      Starting in SAN, presumably it would be just as easy to fly SAN-EWR-ZRH as SAN-JFK-ZRH (or SAN-LAX-ZRH, or SAN-SFO-ZRH - LX/UA both have direct service from LAX/SFO)

    3. Greg Guest

      Or SAN-SFO-ZRH or just get a driver to LAX for a nonstop

      Breaking up hte overnight from the west coast with a stop in NYC is really odd unless he has some specific biz in NYC on the way, which might explain a lot.

    4. Donna Diamond

      AA flies a 788 to ZRH from PHL. I’m based in SAN and use PHL often, not a bad option.

  50. TravelinWilly Diamond

    I know I'm not Todd, nor do I know his circumstances, but I'd just move to Zurich if I had to be there 14,000,000 miles worth of my time.

    1. DT Guest

      I agree. Not knowing how much domestic flying he is doing, but this almost sounds like he is doing JFK-ZRH several times a month, or even weekly.

    2. PaulG Member

      14,000,000 miles of airline tickets is still probably cheaper than living in Zürich ;)

  51. Never In Doubt Guest

    Because he doesn't want to disappoint Tim Dunn?

  52. MaxPower Diamond

    The usual delta puff piece.

    Delta is a great airline and does a lot of things really well, but it seems like this guy wouldn’t even know about other airline offerings if he has this many delta miles racked up. His loss to miss out on better airport clubs and widebody seats.

Featured Comments Most helpful comments ( as chosen by the OMAAT community ).

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

TravelinWilly Diamond

I know I'm not Todd, nor do I know his circumstances, but I'd just move to Zurich if I had to be there 14,000,000 miles worth of my time.

9
betterbub Diamond

I realize everything on this is more PR than 'customer feedback' but isn't it weird to ask your most loyal customer for feedback? It's like wondering why your restaurant is failing by only asking the 4 people that still swing by once a week

7
RF Diamond

Todd chose poorly.

6
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