Delta Air Lines recently came under fire from frequent flyers when it announced changes to its SkyMiles loyalty program. In response, Delta CEO Ed Bastian issued a statement apologizing for Delta going too far with the changes and offering to modify the program. Bastian began his statements by recognizing the frustration of customers and apologizing to them. He noted that the carrier could have done better. He said, “The bottom line is we went too far, and I apologize for that.” The statement continued by explaining how Delta had reached out to customers to gather feedback and learn how the carrier could make the best modifications to the program. He also noted the role of the SkyMiles policies in customer loyalty. Bastian then promised that the team would take action to modify the SkyMiles program. He said, “We’ll take a thoughtful approach to make modifications, and we’ll keep customers informed as we go.” He said that the goal was to make sure customers get the most out of their loyalty points and miles. The statement ended by expressing Delta’s commitment to providing customers with quality service. Bastian said, “Our commitment to our customers remains unchanged, and we’re going to get it right.” In his statement, Bastian showed genuine concern for customer feedback and vowed to make improvements to the SkyMiles program. This makes it clear that Delta takes customer loyalty seriously. Moving forward, customers can expect that Delta will continue to adjust the SkyMiles program in order to ensure customer satisfaction and loyalty.