Points aggregator AwardWallet is reporting this afternoon that they have received a cease & desist letter from Delta, requiring the company to terminate the automated tracking of accounts for SkyMiles members. This is the second major airline to pursue such a policy; American Airlines started a while back and recently made clear that unless companies pay them for the benefit access will remain prohibited. Reading the letter – published here – it seems that AwardWallet has been negotiating with Delta for a few weeks now and has made no progress.
The cynic in me sees the only surprise that it has taken so long for another airline to step up their efforts to make account management more difficult on their customers. Airlines seem to have come to the conclusion that pissing off customers is more valuable than embracing them; at this point it seems they’re all trying one angle or another. And while Delta will likely try to spin this as protecting their customers it is nothing more than reducing transparency and reducing the value of the program.
Bad form, Delta. Bad form.
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