Randy
With Delta Air Lines in the news a lot lately, most if not all other Directors of airline frequent flyer programs would have passed on an opportunity to talk with members of their frequent flyer program in public at this time - which is among the many reasons we are so very lucky this evening. While I don't agree with everything that SkyMiles is doing these days - and I'm fine with being wrong with some of my thoughts - I do have the highest respect for Jeff Robertson, our guest this evening.

In a long line of former Managing Directors for the SkyMiles program, Jeff has easily earned not only my respect, but a very high rating for how he has been managing the program and the challenge of these past few years. So, might I introduce to you all, our guest this evening and for the first ever on FlyerTalk Live! a guest who put absolutely no restrictions on questions being asked this evening - which takes a lot of guts.

Welcome tonight Jeff.

Jeff Robertson
Randy, thanks for having me. And flyertalkers, thanks for participating! I'm looking forward to your thoughts, comments and questions and hope that I can provide you all with informative responses! I'm ready for the first question

Randy
Jeff, they always tell me they are SkyMiles members first.... before being FlyerTalkers

Jeffrey A. Myers
With the lowering of the PM level to 75K MQMs (and the subsequent dilution of benefits, I'm not complaining) is there any thought of establishing another higher tier for those with say 125 or 150K+ MQMs? I would not care if it was advertised or of the "super secret, cones of silence, double secret probation" type. There are some of us that could make PM level on 2 airlines at the same time and would like a reason to keep it "in the family"

Jeff Robertson
Programatically, we are not looking currently at making a permanent change, however, we are currently offering unpublished benefits to customers who achieve various thresholds above 125K MQMs customers were direct mailed or emailed these challenges over the last couple weeks. thx.

CelticFlyer
Are Delta aware that the very poor choice of pre-selectable seats for SkyMiles Elite members on international 763s is encouraging some of us to fly other carriers? Allowing Row 19 to be pre-selected by elites is really a joke as it doesn't even recline! Nobody has been able to give us a satisfactory explanation as to why all bulkheads and exit rows are blocked.

Jeff Robertson
This is the first I've heard of it and I have some concerns with this being the case. I'll have to look into this one. Thanks for the heads up

nsx
NW waives capacity controls on award travel on Air France for double the miles. Will DL provide us this capability in the near future?

Jeff Robertson
To be honest, I've only been recently made aware of NW and CO's programs are fairly similar to our's and we monitor their program and our competitiveness to their's very carefully. It's something we'll be looking into. Good question.

OrlandoFlyer
Today we got notification that Skymiles awards on Virgin Atlantic will be terminated next year. Can you give us a reason for this and is it likely that Virgin Atlantic will join Skyteam?

Jeff Robertson
This was a challenging decision for us and one we were honestly forced to make. Our contract with VS is expiring soon and we are the first airline that they were targeting with some major and negative changes that required we reconsider our relationship with them. They wanted to contractually require us to put significant blackout dates on award travel and wanted us to pass along a $120+ fuel surcharge on all award tickets. We were the first airline to get hit with this -- as other airlines' contracts don't expire yet, and we just weren't willing to pass that along to our customers. Good pickup this morning!

TC
Will DL Skymiles move to a more revenue focused accrual model? In other words, will it move away from "earning miles" to "earning points", much like the hotel chains. In this way the individuals with the greatest revenue spend are awarded accordingly.

Jeff Robertson
I think we paid the price for this and tried it previously (LOL) ... check out saveskymiles.com for more info. Not a great question :-)

Rssrsvp
Is there any thought of bringing back the SWU's (FT991's) that were extremely popular and made elites at every level happy and extremely loyal?

Jeff Robertson
Currently, that is not on our priority list as we instead decided to focus on offering the unlimited complimentary upgrades in the D48, Canada, Alaska, the Caribbean, Mexico and Bermuda, and who knows -- if this goes well ... maybe we'll add other regions! :-)

Randy
Great answers Jeff, appreciate that you are sharing some of the factors behind these decisions - such as the blackout dates and fuel surcharge from Virgin. It helps us all understand why things are - again, appreciate you being candid with this.

Alpha Golf
Many of us are disappointed that Delta plans to renege on the written promise that old FFP miles and the award chart would be good forever. Assuming you won't consider reversing this, would you consider making more seats available and waiving the Medallion requirement (since some of us are maintaining status at ST partners instead, but still flying DL) for the remaining period? Thanks.

Jeff Robertson
This was a very tough decision and one that we considered at length. We feel strongly that this was the right decision although we realize it disappointed some customers. We had some internal reasons around technology and complications that existed moving forward with the program that required we convert the program over. Most of these technology changes and the rationale for some of our recent decisions will become more apparent as we move into next year (I'll leave it at that).

Rssrsvp
Jeff, The availability of SkySaver awards has gotten smaller and for the most part we come up with SkyChoice awards whenever we do a search. If you do not intend to really offer us a half decent chance of ever booking SkySavers, don't play this game and tease us with them. I would like to know what percentage of domestic awards are SkySaver vs. SkyChoice? Also what percentage of international awards are SkySaver vs. SkyChoice?

Jeff Robertson
Unfortunately, I can't release the specific information around the percent of SkySaver awards and SkyChoice awards; however, we are tracking on plan this year in terms of the number of award seats we give away as a percent of total seats sold In previous years, we averaged between 7 and 9% of our RPMS (revenue passenger miles) in award seats, and I believe we will track easily in this range in 2005. We know it's an issue however and I'm working on a plan around what we can do to not only improve the actual availability of award seats but also the "legacy" airline perception in the marketplace of being really tight here. Thanks for the question.

Randy
Jeff: is that for awards on DL (7-9%) or does that include awards on other partners?

Jeff Robertson
7 to 9% is the actual award RPMs of total DL RPMs. It does not include DL SkyMiles Award Redemptions on other airlines. Excellent point Randy!

Randy
That is huge - for others watching in tonight, most other airlines are from 3-7%

Canarsie
The business class award to Europe has increased to 250,000 SkyMiles. Are similar SkyMiles redemption increases planned for other award levels?

Jeff Robertson
This is a tricky one. Technically, because Award Pricing is a pricing initiative I"m not really supposed to answer this. I can say however, that this was a move that we didn't necessarily want to make, but financially had to. Fair question!

GreerApproach
Question: This is from someone who will be doing primarily regional flying in the Southeast over the next year. Many of us don't have the luxury of gaining our miles with long, transcon or international flight. Is Delta considering bringing back any form of segment qualification for Medallion status?

Jeff Robertson
Currently no ... Never say never, but in the past couple years, segment qualification was not an accurate measure of customer value or profitability. With that said however, we closely monitor customer activity at year end and will be making exceptions at this year-end for customers whose revenue performance is indicative of a higher status (regardless of miles flown, domestic or international or segments flown). Great question.

Jim Coddington
First, I want to thank Delta for coming to Bloomington, IL. My question is in regards to Delta's website and making Delta SkyMiles award reservations online on Northwest and Continental planes. Both Northwest and Continental have integrated Delta SkyMiles into their websites in order to make award reservations on Delta. When will Delta's website allow SkyMiles members to make reservations on delta.com for Northwest and Continental award reservation flights? Thank you again for BMI. Jim

Jeff Robertson
This is a significant issue for us and one of my top priorities for 2005-2006! Next year -- based on customer feedback and to be honest what we know is well below our expectations we'll be doing a number of things around upgrades, award seats and similar that will allow for a much better customer experience. I see I have another question ... so I'll move on. Thanks for this one.

const88
Currently DL offers a one-way award, but at the same cost in Skymiles as a round-trip. Has there been any discussion about making one-way awards available at half the cost of the r/t?

Jeff Robertson
Absolutely! We know it's a customer priority and just may be one of several things we consider as part of making the redemption experience a bit more customer friendly.

Allen Sanderson
Why is it that when turning in miles for a ticket on the website that the locations are limited and we can only search using a three day window? On Continental's website you can search worldwide and see a whole month at a time with all of the mileage options. There seems to be a huge disconnect between the website and Delta's system.

Jeff Robertson
You are absolutely right ... and is exactly what I was referring to earlier. The experience around customer upgrades, finding award seats calendar flexibility of award seats and some of the rules around awards needs to be fixed. Next year -- we will be fixing this!

amejr999
While not directly related to SkyMiles, I was wondering if you could tell us specifically what changes are being made to the mainline fleet based off of Song.

Jeff Robertson
Let's see ... The Song Experience was rated in many publications as top dog in the industry. At the same time, DL's mainline product was on par with other legacy airlines. The B757s will move back into the Mainline Fleet and will have First Class seats added to them. At the same time, the B767-4s will be moving internationally. I'm not really sure on all the details of the product, but to be honest, some of it is still being flushed out. About all I know -- sorry.

CelticFlyer
Recently, Delta carried out a survey regarding upgrade reciprocity for SkyMiles Elite members and NW/CO elite members. Have Delta reached a conclusion on the subject and when will any conclusion be made public?

Jeff Robertson
Hummm ... Let's just say that a more closely aligned elite and upgrade program with NW/CO is valuable to all carriers and to customers. As such -- it's something we are looking at very closely. Great question and good pick up on the survey!

SeaClay007
Currently, when purchasing a Y,B, or M fare all Medallions are coded A1R for upgrades. The result being that regardless of Medallion status, the time of purchase becomes the deciding factor in who receives the upgrade. As a PM, I have had several flights where Silvers and Golds have been upgraded while I have not under this scenario. First, why was this done? Second, is there any plan to change this so that a PM on YBM has upgrade priority over other Medallions?

Jeff Robertson
I'm not absolutely sure on the coding of A1R but upgrades are supposed to clear in the following manner ... Platinum YBM, Gold YBM, Silver YBM at time of booking, Platinum all other fares (top down -- 5 days), Gold all other fares top down -- 3 days and Silver 1 day. There are some technology issues that allow agents to override the system and those will be fixed moving into 2006. The upgrade prioritization will then become more clear, consistent and fair. I'm sorry you are having to experience that. If others feel that this is a big issue and is often ... I'd like to know.

Art234
I would like to know if they are going to reconsider Elite Match? I have not flown DL in 4 years, due to Comair and other issues--but would reconsider if a match were offered. At least a temporary status during a challenge would be acceptable. Thanks

Jeff Robertson
Elite matches are rare but are done on an individual basis. We do challenges generally for customers who are OA elites but don't have a program in place that allows comping status consistently. I'm not sure I"m in the camp that believes this to be fair to our existing customers -- who have earned the status.

PMMMDL
When will we get a RTW ticketing partner in S.E. Asia? (Other than CZ as visa issues would cause problems for transit pax).

Jeff Robertson
SkyTeam is currently looking at adding other airlines to our portfolio but unfortunately, most of those discussions are under tight lip. Clearly -- this is an important area and one where finding a partner is important to us.This is actually, how we lost SA ... UA put pressure on SA to stick with them.

iCorpRoadie
I understand that the Call Center is based in the US and India, could we at least keep the SMS line based in the USA? This is really frustrating when I call and they do not understand most of what I am trying to do, I usually end up hanging up and calling back to get someone based in the USA.

Jeff Robertson
This is a tough area and one that is very sensitive to both customers and employees. The foreign call centers are saving DL money and tentative findings suggest that customers are not noticing any "statistically significant" difference in service levels. This doesn't mean we aren't carefully making future decisions around call centers, it's just not driving us to pull back yet.

Randy
Well, we're near the half way point and again i'd like to thank you Jeff for your time and most of all for the very sincere answers to your members questions. Your openness is very much appreciated. I've got a question if you don't mind.

Jeff Robertson
You got it ... uh oh

Randy
Jeff: a few months ago in an interview with InsideFlyer, you hinted at a miles for merchandise program for SkyMiles members later this year. Any update on that?

Jeff Robertson
I'm glad to see that you picked on this ... I had a feeling you might ...

Randy
ha ha

Jeff Robertson
Without disclosing anymore specifics, let's just say I don't go back on my word ... More to come. Uh hum ... Next Question!!!!

Randy
I think the others tonight would agree, you're probably the best guest we've ever had - thanks.

peteropny
WRT to your relationship with AMEX, there have been quite a bit of difficulties especially with special promotions (like the Sept/Oct earn 2x miles if purchased with AMEX), when may we expect these frustrations to cease?

Jeff Robertson
Interesting ... I'm not aware of any significant issues ... although I do know we've had a couple glitches. AmEx and DL are very close partners and the service of the card and the experience is critically important to both of us. I'm going to do some more investigating, but if this is a big issue ... it will get fixed. I'll have to investigate.

Watchful
Any way to expand the results for award travel search. The use of hourly windows in the search results makes it very easy to miss an available SkySaver flight because it never shows. The old site was actually better in this regard. Thanks!

Jeff Robertson
This is a similar question to what we had before. Something we are clearly heavily focused one and one of my priorities going into 2006.

GreerApproach
This may be a bit obscure...but since many of us are "DBC bump junkies", I thought I'd toss it in. Currently, if we volunteer our seat and DL places us on another airline, we may ask for the original routing credit in Skymiles, but not in MQMs. Has/would any consideration been giving to allowing us to request original MQM routing...perhaps in exchange for a lower amount of "Delta Dollars"? It would seem fair to me in a situation where we are preventing DL from having to pay out cash.

Jeff Robertson
Wow ... complicated question and probably too complicated for where we are focused. Something I'll add to my list, but to be honest, probably not top priority right now. Thanks for idea however.

flytoeat
Kindly explain the reasons behind the summer 2004 AF/KLM award blackout and the subsequent decision to not allow first class award redemption on AF after 12/31/05. Thank you.

Jeff Robertson
Two separate issues here ... let me talk about the first. The AF/KL decision -- this was an unfortunate decision but one that AF/KL/DL decided to make. For financial reasons and due to very limited availability of award seats during the Summer we decided to black this out from the June to August timeframe. It saved our RES agents handling time, and we were open and honest about the decision with customers but probably not a situation we'd likely repeat moving forward. AF and DL are partners and as part of SkyTeam ... this will likely continue. Sorry -- the partnership will continue --- but not the award blackouts. There is no current plan to reinstate blackouts.

cell7481
Jeff, there has been a lot of talk in the forum over upgrade lists and the order at the gate. Can you provide the official order used by DL computer to clear waitlisted upgrades as it relates to medallion level, price of ticket, and timestamp?

Jeff Robertson
I think I may have answered this one previously ... Platinums on YBM are first, Golds on YBM second, Silvers on YBM third, Platinums on HQKLUT at five days, Golds and Silvers on similar fares at 3 days and 1 day, respectively. The gate upgrade list has a slightly different prioritization which can bump people upward if they misconnect but these two upgrade prioritizations will be fixed to run consistently next year!

rkt10
Any chance that Delta will opt to put flatbed seats (cacoons) in their overseas planes

Jeff Robertson
Interesting question. We are upgrading the BE product this coming Summer and converting all of the B7674s to have BE seats. Some of the details are being worked out but the lie-flat seats we understand are having issues. For example, AF is telling us that customers are preferring the cradle seats. All of this will be considered as part of those BE upgrades coming.

rcs85551
For us international members, being able to upgrade the transoceanic flights is a major issue. Basically most carriers (LH, AF, KL, NW, AA) allow upgrades on the day of departure on a standby basis. We all know that DL will clear NRSAs into BizElite on a standby basis, why not at least those Platinum Medallions that paid the applicable Y/B/M fare + miles or PMU, too?

Jeff Robertson
Good question ... and one I'd like to explain (it'll just take a few sentences)... bear with me. Offering complimentary or standby upgrades internationally dilutes the value of the BE cabin and actually increases the likelihood that a paying BE customer will buy down to Coach. Today, we still have many customers who sit in BE that are paying the highest-end BE fares. I know -- it sounds unusual given difficult economic times on companies, but they are still paying. The risk of having customers buy down from $5K to $6K roundtrip to $1.5K roundtrip and then upgrading is dangerous financially for us, as such -- we've been hesitant. Hopefully this was helpful. It's something we continuously consider -- and there may be ways that we can have something in place that is valuable to customers internationally that also doesn't create this risk of dilution.

Randy
A reminder - later on we will be picking names to win 25,000 bonus SkyMiles, courtesy of Jeff and Delta SkyMiles. There will be two winners and you must be online to win, so don't lose that dial....

CelticFlyer
Last year Delta let those of us with more than 100k MQMs "gift" status to a family member. Why not consider allowing members with >125k MQM "top up" family member accounts to help them achieve status. Wouldn't this create significant family loyalty to Delta?

Jeff Robertson
Currently, under the radar screen ... we have some offers in the marketplace that provide customers who exceed 125K MQMs a gift. Although I can't get into all the specifics of what the incentives/gifts were ... various things are out there. I don't believe however gifting status was one of them this year. In fact -- as I recall last year, when we gave people various options, I believe over 70% chose the bonus miles.

Firstmate
I have been precluded from participating in some of the recent 30% Bonus Promo's to transfer Amex.MR points to DL Skymiles. As it turns out, I was not eligible because I was not targeted for the promo, even though delta.com accepted my registration. What is the logic behind the targeted promo vs. offering it to everyone?

Jeff Robertson
The MR targeted promotions were generally sent to customer based on their previous transfer behaviors, the regions they lived in, and what types of award they were redeeming. Very complicated formula, but there were various segments we do this based on trying to gather an understanding of customer response rates and differing response rates based on level of incentive and use that to optimize our marketing spend. Tip for you --- take us up on the next MR promotion (can't say more).

mikey1003
A follow up to the question on OLD MILES, we received a letter (as well as advertising) stating that Old Miles would never expire..and that they would be used for Old Award Levels...I have 640K Old Miles saved towards retirement...Do these promises, in writing mean nothing.

Jeff Robertson
Mikey 1003 -- Interesting ... We've read a lot of excerpts about you and I'm sorry that we lost you as a customer ... We'd love to get you back. The old program was a tough decision and one that I commented on earlier. It was not ideal, but managing two programs over 10 years and then continuing to do so with all of the technology changes coming next year around award seats and more flexibility online for customers, making all of the technology changes in the old program as well just didn't make sense. Probably not the answer you wanted ... but it's the facts

Randy
Time to butt in here and give away the first of our special 25,000-mile bonus prizes tonight. Now, what we have done is to run over to our accounting department and ask them to pick a number. We then counted down from the top = that number of attendee names tonight and that is our first winner....

OK, I'm counting.... 1, 2, 3, 4, 5, ...

The lucky number winner was 57 and that means that Flybjug is the first winner tonight. Congratulations and we'll get in touch with you for all the details to get your bonus miles.

Now, you can use them to upgrade, to fly for free or anything else (maybe Christmas shop if what Jeff says is true about the miles for merchandise question i asked earlier)

Jeff Robertson
No comment ...

Randy
So congratulations "Flybjug"

flytoeat
Thanks for the answer on the blackouts. Could you address the decision to end first class redemption opportunities on AF after 12/31/05?

Jeff Robertson
My bad -- I didn't answer your other question. Sorry flytoeat (interesting name) ... Do you like sunchips or lance crackers? I digress and will answer your question. AF has made a decision to remove First Class on most of it's fleet and will only have a First Class product offering on select markets moving forward. As a result of this they are reducing the number of First Class seats and preferred not to have OA award redemptions in these seats. They actually unilaterally requested that we make this change and based on the limited number of award seats that we actually sold on AF over the last couple years it didn't seem like something that we were going to die on the sword for in negotiations with them. We preferred to get other things from them more valuable for our customers. There is an announcement or two coming around the AF/DL relationship -- which I can't get into -- but was one we fought harder for. It might make sense in a few months.

bdabird
Skysaver Award Return Segments: what about allowing ticketed skysaver holders the ability to STANDBY (on the day of travel) for open seats on ALL BUT THE ORIGINATING FLIGHT SEGMENT? This would protect passenger(s) whose trip plans change AFTER travel commences ONLY (even the best made plans can change sometimes), giving them the potential to return on their existing ticket(s), providing there are open seats as the flight boards. (Under the current system, even if a flight is wide open, if there is no skysaver inventory showing, ticketed passengers whose plans change en route are entirely out of luck and potentially stranded until skysaver inventory opens up...and these days that can mean months in some cases.)

Jeff Robertson
Interesting idea ... one that we will consider. I generally like to keep award seats and revenue seats aligned in terms of both fare rules and policies, as in my opinion award seats are not "free" but are earned -- just like paid revenue tickets. It's an idea now on my list.

Rssrsvp
Has DL considered hosting a DO similar to the one held by CO?

Randy
DO being a mass gathering of FlyerTalkers...

Jeff Robertson
Absolutely! The CO one seemed to go very well and we did consider one for earlier this year ...

Randy
Continental is hosting another one in late January.....

Jeff Robertson
The bankruptcy filing and other areas of focus kept us bogged down in SkyMiles this past Summer, but it is something we will look at next year.

johnp012001
Is there any possibility of expanding the partnership with Alaska to include elite seat selection, preboarding, elite check-in, and maybe even upgrade certificates as they do with Northwest?

Jeff Robertson
This is a difficult question. I'd like to talk more openly, but I also don't want to jeopardize our relationships with OA and where AS is in terms of partnership decisions. Offering our customer better access or the ability to be recognized by other partner airlines is important to them and thus DL. It's something we are always looking at with our key partners.

kiwirose
I Heard on CNN today that there is some danger of the pilots union taking Delta down -What happens to the skymiles program i n that case?

Jeff Robertson
The SkyMiles Program is one of the most valuable assets the company has, and as such I'm confident DL and our pilots will not jeopardize the airline and the program. The situation with our pilots is very sensitive and complicated, and for all of our customers and employees, we are hoping that it all gets worked out.

Alpha Golf
If I may, another follow up on the old miles -- any chance of some concessions to make them more usable in the remaining time?

Jeff Robertson
We went ahead and allowed customers almost 16 months to redeem the miles before conversion, and it's a policy we'll be sticking with. Sorry.

Randy
I'd like to remind everyone that InsideFlyer continues to support the idea that your SkyMiles are in no immediate danger of loss despite the current financial challenges to Delta Air Lines. Use your miles as you would normally use them and continue earning them as you can. Trying to burn your miles because of a fear of losing them will surely lead to a loss of opportunity later on. InsideFlyer has an unblemished record for advice in this area.

Jeff Robertson
I second that (but I'm biased) :-)

auditor2005
Is there any plan to increase the PM mileage bonus to 125%? With the gradual phasing out of complimentary CRC access, and the difficulty in redeeming PMU's, what would be the remaining allure (other than upgrade priority) of striving for PM status?

Jeff Robertson
We are currently looking at the Platinum Medallion Program and how it compares to the benefits associated with Gold Medallion status, and it's competitiveness with other programs. Without getting into too many details -- I expect there to be some further differentiation between our Gold and Platinum level in the future.

Randy
While we have plenty more questions, time only allows us one or two of them for our 90-minute live chat with Jeff Robertson, Managing Director of Delta SkyMiles. So stay tuned for our final winner of 25,000-miles for tonight.

gleff
Two key elements of a frequent flyer award chart are PRICE and AVAILABILITY. While there are some criticisms of availability, I've personally found DL to be pretty good... certainly better than CO/NW. But DL's award chart seems to be becoming less competitive on price. United offers awards for far fewer miles than Delta for most international destinations. Once DL had the lowest award price to Hawaii, now it's on the higher end. Can you assure us that we've hit bottom in terms of devaluing the currency?

Jeff Robertson
Legally ... I can't comment too specifically on award pricing ...

Randy
But gleff is the newly elected President of FlyerTalk....

Jeff Robertson
however ... we will continue to remain competitive with OA holistically, with some award levels higher and some lower.

Randy
And for the last question of the evening (and all the questions have been outstanding):

GoingAway
Not a skymiles question exactly but has to do with an award I'm trying to set-up -- your automated phone system is actually not bad but why doesn't it recognize the type of PNR and route the call accordingly? It's frustrating to call in, wait for a rep only to be told they can't handle the call and then wait again, for the partner desk to answer the call. Any chance the program can be updated to recognize the PNR type and route the call accordingly?

Jeff Robertson
I hate to end on this one ... but I unfortunately don't have all the specifics on this one. Our RES centers are managed in another organization, but it's one that I'll look into.

Randy
Earlier this evening we gave away 25,000 bonus miles from Delta SkyMiles and it seems only fitting that we end the evening with another 25,000 bonus mile giveaway. Same as last time, we asked our accounting department to pick a number and we counted down. This winner is ... rtarbuck - congratulations, you are now 25,000 SkyMiles RICHER!

So, what an evening. Clearly one of the best guests we've had on - interesting questions followed by amazing answers ... Jeff, on behalf of the FlyerTalk Nation, we thank you and wish you nothing but the greatest success with SkyMiles, for all of us. Let's hear it for Jeff Robertson, Managing Director of Delta SkyMiles.

Jeff Robertson
The questions were great and I appreciate the passion of both Randy and all of you FlyerTalkers out there around DL and our SkyMiles Program. Your comments, threads and daily postings are read by not only myself and our SkyMiles team, but executives throughout our company. We are always amazed at how "in-tune" you are with the program. Thanks for your suggestions, feedback and MOST IMPORTANTLY, your loyalty to DL.