Feedback from the Frontlines of Travel
We welcome reader feedback on issues related to travel generally and frequent flyer programs in particular. Please use this link to submit comments.
British Airways' Advance Seat Assignments
"We learned that on October 7, British Airways would begin to allow passengers to book seats rather than wait until 24 hours before their flight to book their seats. We are flying in October to Europe in Business Class and were quite excited at this news. We were not pleased to learn it would be $120 round trip to book the seats, but took a deep breath and told the agent our request as this cannot be done on-line. The terrific program, at huge expense, turned out to be a huge scam for us because we like to sit in the upper deck on the 747's and guess what, they are not included for some reason. No one could explain, why they were excluded, nor was an apology offered.
"So, while we have saved the cost of booking the seat, we now have to wait until the ridiculous 24 hours before our flight, and not a minute sooner, to pick our seats. Wonder who figured out this program that did not include all the seats on the plane? If BA is trying to create goodwill at a time it is having financial problems, it seems to be going out of its way to do just the opposite." [Barbara H.]
Response to Rob R.'s 'The New Travel Reality' in Last Week's Newsletter
"I would like to remind the writer that it wasn't us, the passenger - the consumer - that created and promoted the frequent flyer program. It was the airlines that promised to provide us a 'bundle of benefits' in exchange for our loyalty. Loyalty equals dollars spent. It's all about revenue. If I'm promised a list of things I will receive if I fly at least 100,000 miles per year, and I fly those 100,000 miles with that carrier, I expect to receive what I contracted for! Even if you're flying 100,000 coach miles at some of the lowest fare levels it will cost you at least $15,000 per year to maintain that status. The airlines continue to maintain these enticement programs but fail to disclose that they won't be releasing seats for mileage redemption.
"After you've given them your money, you've played by the rules, you've been loyal to the brand and you go to redeem the balance of the agreement you are told the upgrade seats or award seats haven't been released or aren't available. Know why? Because they are increasingly withholding ALL award/upgrade seats in an effort to sell them despite the promise to provide them! This is called BREACH OF CONTRACT!
"The airlines continue to maintain these enticement programs but fail to disclose that they won't be releasing seats for mileage redemption. You pay for that upgrade or award seat in the fare when you buy your ticket. The price of your ticket includes the cost of these loyalty programs... IT'S NOT FREE! They come up with a million ways for you to earn more miles all the while knowing you can't redeem them. It creates revenue and it's a deceptive business practice.
"Those who want to travel 'the cheapest way - period' would be well served to push for the elimination of loyalty programs so the cost of a ticket would be even cheaper. There are many of us who can quite easily afford to pay for business/first class who instead opted to believe the airlines' promises of a less costly way to fly business or first via loyalty. It is now clear that we all drank the Kool Aid foolishly believing they would actually deliver on all those promises they made. We 'whiners,' as you put it, are actually the people who are smart enough to figure out 'Hey, we're getting cheated' and have chosen not to continue to remain silent as we are cheated.
"If your mortgage company calls you and tells you they need to raise your 30 year fixed rate loan a point or two even though they said it would never be raised, would that be o.k. too? After all, wouldn't you rather have a financially healthy bank servicing your loan?
"Wake up and smell the coffee brother." [Bret T.]
Feedback From a Frequent Flyer Junkie
"As a self proclaimed frequent flyer junkie, I would like to just say thank you for all you do to create the FFC blog. Every Wednesday I look forward to reading up on all the rants and raves and smart tips too.
"Every time I read the articles I try to find something worthwhile to share with the masses but more than anything I find reading the current rants and raves validates many feelings I have on the various programs. Here are some of my thoughts that may be worth considering for future newsletters.
"Delta - the way they have devalued their miles with their multi tier valuing system is a disgrace. They should be ashamed that people devoted so much time to accruing so many miles and then dishonoring the people who earned them by decreasing their value to just about 1 cent or less. Flights that cost $880 including taxes should not cost 100K plus taxes (CLT-ATH round trip last summer).
"United - their miles are great when you can use them but the upgrade bait and switch tactics does make me question whether I should hold them for the rare 55,000 Europe trip or the next long haul flight to Asia when most likely I won't get to use them for an upgrade.
"US Airways - I have gold status with them so I love the upgrades. The last entry yesterday 'the new travel reality' was brilliant and dead on. The line of accepting the seat you actually paid for was awesome and so honest, I loved it! My company spends on average $75,000-$100,000 of our budget on flying staff all around the world to lead our trips. Our policy is ALWAYS to fly the cheapest route. Everyone up to the founder flies by this principle and it helps keep the company lean. When flying US Air domestically, I receive upgrades about 70% of the time. I do feel bummed out during the other 30% of the time. But at the same time, the principle above is important to remember: you get what you pay for.
"One instance recently really annoyed me on US Air. As a gold member, I get complimentary upgrades within 72 hours if available. One flight back from LAX recently there was a seat available up until 36 hours ahead of time for sale in first class (I checked usairways.com) and they wouldn't upgrade me to it despite me calling once 72 hours out and again 48 hours out. Why? Because they wanted to sell it. I felt like it was a bit of a flick to me and my loyalty. I know they don't do this all the time but it was worth sharing.
"Positive thing about gold status: one thing I think does not get mentioned nearly often enough is that the Star Alliance does try very hard to give its gold members great tangible perks: no excess baggage fees - this saves me $500 a year at least. Priority check in - I love how much they care for Gold Status on other airlines. Lounges: 800+ lounges around the world - for free - this should not be undervalued or forgotten. Bonus miles: 50% bonus every time you fly. For as often as frequent fliers moan about the things that are lost, for frequent fliers like myself who are relatively new to the gold status perks, they are awesome! I think it's only normal for people to reminisce about the way things used to be but at the same time, I think it's easy to overlook how good and valuable some of the benefits are.
"Continental - SO excited they joined the star alliance! I am sure others on the mailing list are equally excited.
"AA - Love their AAdvantage mileage system online - one way flights using miles? Yes please. I do hope this is the wave of the future for other airlines. Although I don't fly AA often as my home airport is Philadelphia so US Air makes more sense, I do maximize my points earning potential on their flights. Their website should win awards for how easy it is to use.
"Starwood - I love Starwood. For all the ff miles I earn, I rarely redeem them and achieve better than 1.6-2.5 cents per mile. However with Starwood points, I routinely am able to use them for cash and points and achieve 5-10 cents per point!! I strongly suggest travelers consider using the SPG card, $45 a year for unlimited miles and Starwood hotels' cash and points offer is far better than Hilton or Marriott.
"Anyway, just my two cents. If any of this above is worth sharing, by all means use it. If not, thanks for doing great things with this e-newsletter and have a great weekend." [Ned C.]
Until next week...
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