When Will You Set Your Aircraft Aside: Frequent Flyer Programs and Passenger Treatment
Do you remember those days when the mere mention of your airline status would entitle you to perks and better treatment? While frequent flyer programs were once the ultimate endorsement for unwavering loyalty and respect, many travelers like myself are now questioning the value and treatment received. This article delves into the experiences shared by frequent flyers and the conditions under which one might reconsider their allegiance.The Cycle of Expectation and Reality
As a charter member of United Airlines' frequent flyer program, I believed that my loyalty would be honored with priority and consideration. However, two incidents marked my breaking point. In New York, I had planned a meeting that caused me to miss my originally scheduled flight back to Portland, Oregon. I had a first-class upgrade reserved for my unchangeable itinerary, a benefit that undermines the very nature of flexibility and convenience. When I called United to request a later flight, I was informed that the upgrade could only be used as specified, and as such, it could not be rescheduled to a coach flight. Despite numerous available first-class seats, the rules dictated that these seats were off-limits to me unless I had reserved them specifically.Similar treatment occurred when I was flying from Frankfurt back to the west coast. I had a no-smoking seat reservation, but during the flight, my neighbor lit a cigarette. Although open seats were available in first class, the cabin crew refused to accommodate my request because my status did not grant me entitlement to first-class seating under their restrictive policy.
The Value of Perks Over Loyalty
While the perks accompanying frequent flyer status are enticing, the primary motivation for joining—expecting better treatment due to frequent travel—became a source of frustration. United's approach was strictly legalistic, prioritizing rules over the considerations of loyal customers. This stark reality led me to question the worth of such programs.Unfortunately, in the U.S., the travel landscape is dominated by airlines that monopolize routes and have few alternatives for long-distance travel, making it difficult to switch to a better service provider unless you have a domestic one. If an airline persists in poor service, what options do passengers truly have? The lack of viable alternatives exacerbates the issue, making the flight booking process even more frustrating.
The Demise of Frequent Flyer Programs as Drivers of Loyalty
I have accumulated hundreds of thousands of points with American Airlines (AA) and United Airlines (UA) over the years, yet the hassle of using them often far outweighs the benefits. My extensive travel for work further limits my time for airport-related activities. In my free time, the last thing I desire is to go through the rigors of another airport and airplane. The points' value diminishes weekly, and the rules and procedures continually change, making the program less appealing.The perils of over-reliance on frequent flyer programs are not just for United. Every major airline struggles with constantly evolving rules, frequent changes in point valuations, and the intricate terms and conditions that frustrate even the most dedicated members. These factors contribute to the decline in their effectiveness as a driver of airline loyalty.