I saw on the news the other day that Delta Airlines was filing for bankruptcy. My first thought was “Oh, no! My frequent flier miles!” I’ve been building up my SkyMiles for years now and would be sad if I lost them overnight.
At the time of the bankruptcy news, I was also holding a previously purchased ticket. Would this be changed? Needless to say, I was concerned.
Fortunately, my fears were abated a few days later when I received an email from Delta entitled “As Always, Delta at Your Service.”
Inside I read the words that reassured me and answered all my questions:
Your travel plans are secure – We are operating our full schedule of flights, honoring tickets and reservations as usual, and making normal refunds and exchanges.
Your SkyMiles are secure – The award-winning SkyMiles program has not been affected
Change is Certain
Companies will always have changes. Acquisitions will happen or companies will fail. In our ever-changing business environment, you can not lose sight of your customers.
Communication Must be Certain
When there is a big shake-up at your company, be sure to communicate the ramifications to your clients and customers. Unless they hear from you, they may not have enough information to make good decisions. Keep them informed and they’ll be more likely to stick with you during your transition.