Letter from David Flueck to Ambassadors
Mar 26, 2020, 9:10 pm
#1
Original Poster
Join Date: Dec 2007
Location: Washington DC
Programs: QR: Gold; Marriott: Amb; UA: 1K; Taj: Silv
Posts: 254
Letter from David Flueck to Ambassadors
Just received this email:
As an Ambassador Elite member, you are among our most loyal and valued members. As such, I wanted to reach out personally to keep you updated on the COVID-19 crisis and its impact on our company and our program. You may have seen a message from our CEO, Arne Sorenson, in which he shared his thoughts about how much our hearts and thoughts go out to the people who have been affected by this unprecedented event, and how much we appreciate the healthcare workers, local communities, and governments around the world that are on the front line working to contain this coronavirus. I hope you and your family are taking precautions and remain healthy.
Today, governments around the world are making decisions to halt nonessential business activity, and many of our Ambassadors work from contact centers around the globe that have been required to close. As a result, we have adapted the way we deliver the Ambassador Service to you, while enabling us to protect the health and safety of our associates worldwide.
As we continue to react to the unfolding situation, your personal Ambassador may not be available to assist you directly. To preserve the level of service we strive to deliver to Ambassador Elite members, we have engaged our global Ambassador Service team to respond to and address your needs, just as we do after-hours when your personal Ambassador is not working. This approach will help us ensure you get the timeliest response to any travel needs you may have.
I know many of you will miss the one-on-one relationship you may have built or were looking forward to building with your Ambassador this year. While this decision was necessitated by the fight against COVID-19, please know we are committed to returning to business-as-usual when it is safe to do so and permitted by governments. Expect to hear from us again soon, with news about program updates, including 2020 Elite status requirements.
Whether you are traveling now or in the future, I want you to know that your safety, as well as that of our associates, is a top priority. Despite these current hardships, our Ambassador team around the world is waiting to serve you.
Please be safe and stay healthy,
David Flueck
Senior Vice President, Global Loyalty
Today, governments around the world are making decisions to halt nonessential business activity, and many of our Ambassadors work from contact centers around the globe that have been required to close. As a result, we have adapted the way we deliver the Ambassador Service to you, while enabling us to protect the health and safety of our associates worldwide.
As we continue to react to the unfolding situation, your personal Ambassador may not be available to assist you directly. To preserve the level of service we strive to deliver to Ambassador Elite members, we have engaged our global Ambassador Service team to respond to and address your needs, just as we do after-hours when your personal Ambassador is not working. This approach will help us ensure you get the timeliest response to any travel needs you may have.
I know many of you will miss the one-on-one relationship you may have built or were looking forward to building with your Ambassador this year. While this decision was necessitated by the fight against COVID-19, please know we are committed to returning to business-as-usual when it is safe to do so and permitted by governments. Expect to hear from us again soon, with news about program updates, including 2020 Elite status requirements.
Whether you are traveling now or in the future, I want you to know that your safety, as well as that of our associates, is a top priority. Despite these current hardships, our Ambassador team around the world is waiting to serve you.
Please be safe and stay healthy,
David Flueck
Senior Vice President, Global Loyalty
Mar 26, 2020, 9:18 pm
#2
Join Date: Apr 2012
Location: New York City
Programs: UA: 1K, Hyatt: Explorist and Marriott: LF Titanium Elite
Posts: 1,268
Yep just got this my self - "Expect to hear from us again soon, with news about program updates, including 2020 Elite status requirements.".
Hopefully they follow Hilton's direction of extending status...
Hopefully they follow Hilton's direction of extending status...
Mar 26, 2020, 9:29 pm
#3
Join Date: Mar 2000
Location: Los Angeles
Posts: 148
Bye Bye Personal Ambassador
Just received the email from Marriott that personal ambassadors are essentially gone for the time being. Disappointed, but not surprised. I hope they've provided severance or it's just a furlough for a period of time. Thoughts?
Mar 26, 2020, 9:37 pm
#4
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
No. they will be trashed like everyone else. When they file for unemployment Marriott will just say they are employed at zero hours.
Mar 26, 2020, 9:39 pm
#5
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
I hope they don’t. It hurts the integrity of the program to extend status. Everyone knew the rules on January 1. And most hotels are still open for your enjoyment.
Mar 26, 2020, 9:51 pm
#6
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,214
Mar 26, 2020, 9:52 pm
#7
Suspended
Join Date: Jan 2017
Location: EWR/PHL/BWI
Posts: 4,412
Mar 26, 2020, 9:56 pm
#8
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
Mar 26, 2020, 9:57 pm
#9
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,214
For someone with no LT status who split platinum or thereabouts with Marriott and Hilton would be a lost customer if Hilton gave them status next year
Mar 26, 2020, 9:58 pm
#10
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,214
Mar 26, 2020, 9:59 pm
#11
Join Date: Aug 2019
Location: SFO
Programs: United MileagePlus Premier 1k, Marriott Bonvoy Ambassador Elite, National Exec Elite
Posts: 81
It’s a loyalty program for God sakes. Guess what happens when people are no longer loyal, especially the would be big spenders?
They will take their money else where.
They will take their money else where.
Mar 26, 2020, 10:18 pm
#12
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
What a great idea to Bonvoy your best customers! I could understand encouraging Ambassadors to take unpaid leaves, reduce their hours, or even doing furloughs for some, but why not reassign Ambassadors, even on a temporary basis rather than reneging on the personal service that was promised?
I'm struggling to remember any remaining published benefits that Ambassadors get (for 100+ nights and $20,000+ spend) that aren't given to Tits also.
If I had wanted to deal with random unknowing and uncaring Marriott Bonvoy customer service agents, I would have cut my nights to almost zero last year and just used my LTT status when Hyatt (as a Glob) doesn't work for me.
I truly regret the nights and money I've already spent in 2020 on Starriotts.
I'm struggling to remember any remaining published benefits that Ambassadors get (for 100+ nights and $20,000+ spend) that aren't given to Tits also.
If I had wanted to deal with random unknowing and uncaring Marriott Bonvoy customer service agents, I would have cut my nights to almost zero last year and just used my LTT status when Hyatt (as a Glob) doesn't work for me.
I truly regret the nights and money I've already spent in 2020 on Starriotts.
Mar 26, 2020, 10:29 pm
#14
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
Mar 26, 2020, 10:29 pm
#15
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
Not all are gone. Some are furloughed as the offices are closed. There are others that are still open like Omaha where I just spoke to my Ambassador yesterday.