Longtime Delta Diamond member questions whether its loyalty perks are worth it
Josh Kaplan, a Delta Diamond Medallion member for a decade, says he may stop flying with the airline after becoming dissatisfied with its service and loyalty benefits. His public complaints highlight how even frequent, high-spending customers can feel that the perks no longer justify their loyalty.
Kaplan said he had not received an upgrade to Delta One despite using a global upgrade certificate, and described long queues at Sky Clubs and unreliable in-flight Wi-Fi. He estimated the Wi-Fi worked properly on about one in five flights, making it difficult to work while travelling, and also criticised crowded boarding areas and expensive fares. His comments followed Elon Musk’s criticism of Delta’s Wi-Fi; the airline has said it plans to introduce Amazon Leo connectivity on 500 aircraft from 2028.
- Long-term Diamond member Josh Kaplan may leave Delta.
- He cited unreliable Wi-Fi, crowded lounges and boarding.
- Delta plans Amazon Leo Wi-Fi on 500 planes from 2028.
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Delta Air Lines operates a frequent flyer loyalty programme called SkyMiles, which rewards high-spending customers with special status levels including Delta Diamond Medallion. Members at these elite levels receive perks such as priority upgrades, access to exclusive airport lounges called Sky Clubs, and complimentary Wi-Fi, in exchange for their loyalty and spending.
Josh Kaplan, who has held Delta Diamond status for ten years and is therefore one of the airline's most valued customers, has recently spoken out about his dissatisfaction with the benefits he receives. He has reported issues including failed upgrade certificates, overcrowded lounges, unreliable Wi-Fi connectivity, and expensive fares, suggesting that the perks no longer justify the loyalty he has shown the airline.
Kaplan's complaints are significant because they illustrate a broader concern about whether premium airline loyalty programmes still deliver value to their most committed customers. When even decade-long, high-spending members question whether to continue flying with an airline, it raises questions about the sustainability of these loyalty schemes and airlines' commitment to rewarding customer dedication.
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Originally published by Daily Mail as “Fed-up flier shares why Delta Airlines has gotten so bad, even for ultra-elite passengers with diamond status like him”.