Delta Air Lines was concerned about its most loyal customers, its Medallion Members. So it hired Downs & St. Germain Research to conduct 500 telephone surveys a month to chart Medallion Members’ experiences with award travel. We recommended strategies and tactics for improving the award travel process.

One key finding we stressed to Delta Air Lines was that award travelers, especially Medallion Members, expect to be treated just as well when they are flying on award travel as they are treated when paying for their flights.