Delta has updated it’s SkyMiles program rules and there is now a provision that allows them to ban members that are abusive towards staff. The new language states:
Delta may terminate your SkyMiles membership, including any Medallion Status, on the basis of documented abusive behavior.
Abusive behavior means behavior that is directed at a Delta Employee or ambassador, during travel or interactions with Delta’s Reservations or Customer Care personnel, where the passenger’s conduct is disorderly, abusive or violent, including without limitation:
- Personal threats toward a Delta employee or ambassador;
- Excessive/repeated obscene or profane language directed toward a Delta employee or ambassador;
- Insults or slurs directed toward a Delta employee or ambassador; or
- Intentional destruction of Delta property.
Earlier this year Delta threatened passengers with lifetime bans for similar behavior so it’s not a big surprise to see this change in the mileage terms. Hopefully this results in a reduction of this sort of behavior from happening.
Hat tip to OMaaT
Lots of people are commenting only douchebag customers will have a problem with this. That would be true if you are assuming only customers can, and will be, abusive. It would also imply that every Delta employee will only act in an honest, polite, and professional manner at all times. Good luck with that from either one. This policy does leave a lot of room for abuse by Delta employees towards customers that will only lead to situations where both sides are finger pointing saying it was the other side who started it. Bad policy move by Delta, they just opened a can of worms with this one. I agree that abusive behavior is bad, should not be tolerated, and should have a consequence, but it should apply to both customers and Delta employees.
I can see these comments getting shut down pretty soon so what the hell. 90% of douchebags opposed this and 90% of civilized people are OK with it. That leaves plenty of room for everyone to place themselves in whichever category they choose.
Another way to empower obnoxious employees who will end up on a power trip. They hate the ‘rich’ first class travelers as it is. Now they can report them, yey!
Nah man, this ain’t it
UA and AA are sure to follow (because that’s the only thing they’re good at).
FUCK AIRLINES, FUCK UNIONS, AND FUCK ALL THE MOUTHBREATHERS TALKING ON THEIR PHONES WITH SPEAKER ON BEFORE AND AFTER TAKEOFF.
No photo. Fake Jordan?
Looks like the customers are no longer always right. Complain too much and your miles and status are gone.
On the flip side, customers shouldn’t be d*cks and should be respectful of service staff in any situation.
Just stopped by for the comments. Happy to report I was not disappointed. Carry on!
[Training memo on how customer service team can help reduce unearned income liability…]
“You have how many points??? Oh, you can’t talk to me that way!!!”
Damnit, I guess I’ll have to go to the Amex Lounge now
lol, why wasn’t this already in place?
At first, I thought “abusive behavior” was going to be defined as hidden-city ticketing, churning, or flying as a stowaway.
What a relief! Turns out that airline unions don’t actually care about that stuff.
I am of course still outraged on behalf of everyone who will be unfairly banned due to Delta employees abusing this new policy and/or flagging the wrong passenger.