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Ed Bastian, the CEO of Delta, acknowledged that the company may have overstepped with the recent adjustments to its SkyMiles loyalty scheme, which sparked significant backlash on social media earlier this month.

Speaking at an event in Atlanta, Bastian commented, “Perhaps we made changes too quickly. We aimed to address everything at once and didn’t wish to repeat such adjustments annually.”

He also hinted that Delta would be revealing further tweaks to the revamped program in the upcoming weeks. While Delta confirmed the CEO’s remarks, it chose not to divulge more details.

Previously this month, Delta disclosed that starting from 2024, SkyMiles members would gain loyalty status based on their spending rather than miles flown. Additionally, the airline raised the spending threshold for Medallion status and excluded taxes and fees from these calculations.

According to the Delta site, to achieve the Silver Medallion, the entry-level Medallion rank, members were directed to make several bookings and transactions, which summed up to an annual spend of around $40,000, exclusive of taxes and fees. On the other hand, the top-tier Diamond Medallion status required a much higher annual spend of over $120,000, excluding certain fees.

Many customers voiced their concerns, saying the new system makes it tougher and pricier to enjoy premium perks like free seat upgrades or baggage fee waivers. Their frustration was evident on various social media platforms, much to the amusement of Delta’s competitors.

Bastian justified the adjustments, stating that the current demand for Delta’s elite offerings surpasses their capability to provide them. “Our goal is to offer everyone top-notch service, but with the current resources, it’s becoming untenable,” Bastian added during the gathering.

He also mentioned his gratitude towards the customers for their invaluable feedback, calling it a “gift.”