I fired off a personal email to each of the executives listed in this thread. To my surprise I have already received read notifications from 5 of them. It's probably a secretary reading them though.
Programs: UA 1K, IC RA, Marriott Silver, SPG Gold, ¤
Posts: 26,954
They're making a calculated guess that 1) people won't care about the change so won't change flying behavior, 2) people won't know about the change since only crazies read all the spam emails we get from corporations, or 3) even if people do defect it will not result in more lost revenue than the realized savings.
When you construct your letters you should try to show how all three are wrong.
I fired off a personal email to each of the executives listed in this thread. To my surprise I have already received read notifications from 5 of them. It's probably a secretary reading them though.
Me, too...but at least someone is maybe keeping count, as we know our message is the same.
Is the NA Wing of Star Alliance Having A Stupidity Contest This Month?
I thought that United was shooting itself in the foot with its $25 charge for bag number two. But this is much, much dumber than that by several degrees. United at least found a way to do that so it didn't affect its' premium passengers. This hits their very highest value elites in the Northeast hardest.
As if PHL wasn't enough reason to vote with your feet and your wallet.....
Someone needs to talk to Doug Parker and explain how the world East of the Rockies operates.....
I used to do relatively cheap MR's between PHX, LAS, and various California cities, or always route through LAS in general for the extra segment / 500 mile bump. Now what would be my best option as a traveler based in Phoenix who doesn't fly for business, or extremely infrequently at least. I fly 15K to 30K miles in any given year for personal trips. I like to use my miles plus any bonus miles I can get from CC's and such for premium awards.
I just don't know if I should go with UA or AC, or perhaps an EU or Asian *A carrier?
Programs: CO Platinum Elite; US Gold; *A Gold; HH Silver
Posts: 4,191
Quote:
Originally Posted by FrequentHopper
It's not worth the energy to fight -- just switch to another carrier.
I disagree. US has launched a full frontal assault on their best customers, and had the audacity to claim it was to save fuel costs. If we as customers do not mobilize over this, then we send a message -- not just to US, but to other carriers, as well -- that it is acceptable. If other carriers see that their frequent flyer base will stand passively by and accept changes which are unacceptable, then they will try the same thing.
We caused such an uproar over Black Tuesday in 2002 that CCY reversed course in a matter of a week. And guess what? NO OTHER CARRIERS matched CCY's bone-headed move!
Even if our complaints fall on deaf ears in Tempe, at least we will have made our voices heard. Step #2 is to make good on our threats.
I encourage everybody who flies primarily out of small stations to contact their local airport authorities and politicians, and remind them of the potential economic impact of high yield business travelers losing the incentive to fly out of their local airports, and instead drive 1.5 or 2 hours to airports served by WN, B6, F9, etc.
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Programs: CO Platinum Elite; US Gold; *A Gold; HH Silver
Posts: 4,191
Quote:
Originally Posted by aztimm
Yea, but how many people fly AVP-PHL and don't connect to somewhere else? It is like a 2 hr drive without too much traffic on the turnpike. More of the same could be said of ABE-PHL, what's that maybe an hour? And to be fair, I can't imagine someone flying TUS-PHX, PRC-PHX, or FLG-PHX without onward connections (I just drove to Prescott this week and it was maybe 2 hours, with heavy rush hour traffic through town).
True. I probably should have clarified this. I'm sure AVP sees a good number of business travelers who connect in PHL on a weekly basis. I certainly seem to encounter them every time I'm on that CRJ200 route! These folks will be clocking in at 800 or so less miles PER WEEK. If a CP averages 32 weeks a year traveling like this, they're losing out on a full 50,000 r/t ticket which they can use to fly their kid home from college if no saver awards are available. (I'm factoring in the 100% bonus miles for CP's.)
Miles are extremely valuable currency to the frequent flyer. Quietly raise the fares by $20 across and nobody will raise a stink. Mess with our miles, and it is war!!!
__________________
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LAST CHANCE TO SAVE SHELTER ANIMALS
visit our website: www.amandafoundation.com
Yes on one hand its nice to see FFocus doing something, but maybe what they should do is organize a campaign to get people to switch to other airlines. Perhaps a table for example could be set up at BOS, LGA, DCA, CLT, PHL, etc. etc. where FFocus members have computers and scanners and help pax status match to other airlines. Remember most people don't know you can status match so this will be news to the average Joe business flyer out there.
Its not so much solely this move, although this is a negative, but the continued devaluation of US Airways and the DM program. One of the biggest devaluations was making it more difficult to use the intl upgrades, and not providing the row 1 upgrades to Chairman. The "move up" program is no good too, as it technically only allows you to move to an earlier flight rather than any same day flight as is the case with DL and UA. I also liked the Fox News Now that use to be on the shuttle, and the shuttle lunch/dinner bagged meals that you would pick up in the jetway.
What is the best way to send US receipts when I fly on another airline? A paper letter each time? One batch of receipts per month?
For instance in mid February as usual I need to fly from BOS to WAS. I researched UA, US, and FL for a trip about 10-14 days out. US wanted about $300-$400 each way from BOS to DCA. I ended up buying an FL ticket for $60 and I bought an amtrak ticket from BWI to WAS for $12. So with FL, Amtrak, and the DC metro it'll cost me $75.00 oneway. It will take a little longer but I can live with that. On FL you get better snacks, and the XM radio.
My return is $129 on UA IAD to BOS.
One time I was delayed on a mechanical with FL where I missed my ground transportation and I was trying to get to an event already ongoing. I thought because they were a "low cost carrier" they would send me to an endless line at customer service, only to get a manager after 30 minutes to say they wouldn't give out taxi vouchers. Instead I talked to the FL agent on the jetway, and he said he would get a supervisor right over and he didn't see why they couldn't provide a taxi voucher. Sure enough in about 5 minutes we had our taxi voucher, and comp upgrades and changes with all fees waived for our next day return flights from FL, the low cost carrier.
Compare that to US when I was Chairman's Preferred. Several times I got stuck at DCA because they closed flights out early, and they didn't provide a hotel or other on the spot compensation. Also a lot of the old east agents who have a mindset regarding customer service are retiring.
I also recently bought an FL "business fare" of $239 from BOS to BWI. As an FL elite I was able to upgrade the ticket and pick my seat at time of ticketing before paying on-line. US wants something like $900 for the same BOS to DCA first class. FL also had coach restricted fares BOS to BWI for $99 available on the same day of departure. Try getting that off the street on US for BOS to DCA.
Its also interesting that newer carriers are sending out recent emails with "good news." B6 for instance sent out a Feb 14th email re new service from BOS to LAX.
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OK, straight from the DM e-mail which says "We're making these changes to offset record fuel prices and rising airline related expenses while maintaining the benefits you've come to expect." That's an incongruous statement which doesn't quite add up to the situation at hand. So right off the bat, you've got Tempe at their deceptive best throwing wobbly words and excuses which really don't speak to what's going on ( we all remember the "enhancement" of "new kiosks" which was Tempe doublespeak for our kiosks don't work after we migrated to SHARES ).
As Jim notes, those FF miles simply sit on the books doing nothing until they're redeemed, at which time they finally become an expense on the books. So although US may have an avalanche of unredeemed miles out there, what's the problem with Tempe . . . every major has a glut of unredeemed miles . . . and each airline has a degree of control over these miles by ratcheting redemption requirements upwards. And what does this have to do with fuel costs? This move is plain and simple boinking revenue-producing customers. Jim's revenue numbers for these short-haul routes appear to indicate profitability. So why this change?
Is it a rush of folks redeeming with *A partners ( this sort of transaction does cost more money to US doesn't it? ). But why paint the bullseye on short-haul pax? Are they pondering spinning off DM & need to tidy it up? What could be going on with DM which is bleeding them so?
Or is Tempe just plain losing it's nerve and verve as the merger dance is poised to go off and US doesn't have a dance partner? Tempe has always had plentiful amounts of bravado and arrogance, but very little operational competence at getting planes up and down on time with your bags and very little regard for how to treat a pax or an employee. Something has made Tempe blink and this confusing FF change is the result.
All I can say is WOW !
I guess that folks should indeed let Tempe know how they feel about this. But more worrisome to me is that US would even foist this sort of surprise upon folks while "maintaining the benefits you've come to expect".
Do any of us really want sit in the seat with these guys running the airline?
I must confess to not understanding the business logic of this move.
Me either. While measuring customer loyalty/value by mileage isn't the best way to measure customer loyalty/value, this move makes a bad equation even worse.
I mean I know the folks in the sandcastle aren't the brightest bulbs, but seriously?
I sent one e-mail through the web site last night (and to several execs). I got a "nice" form response:
Quote:
Dear findingneema:
Thank you for contacting US Airways regarding your concern with the
change in our Dividend Miles program for short-haul flights.
From time to time, US Airways makes adjustments to the Dividend Miles
program in order to continue to deliver benefits to its frequent flyer
membership. By awarding the actual number of miles flown on flight 500
miles or less, US Airways is able to control costs and simplify its
accrual policy, which helps to ensure the long-term viability of the
Dividend Miles program. Most of our benefits, such as segment accrual
and award mileage requirements, have not changed and we continue to
attract more partners in our program to make it easier for you to earn
miles.
Whether flying US Airways or any of our many partners, you can accrue
your miles and get to an award ticket faster. In addition, unlike some
competitor programs, by continuing to earn miles within the Dividend
Miles program, you can keep your account active and avoid forfeiting
your existing account balance. Flights longer than 500 miles are not
affected by this program change.
US Airways feels confident we can continue to meet your travel needs.
We operate approximately 3,700 flights per day and service more than 230
communities in the United States, Canada, Europe, the Caribbean and
Latin America. US Airways is a member of the Star Alliance network
where you can earn and redeem miles to nearly 900 destinations in 160
countries worldwide.
I hope the information provided will be helpful in understanding our
decision to make the change. We look forward to providing a pleasant
flight on your next flight with US Airways.
Sincerely,
US Airways Customer Relations
Corporate Office
I sent one e-mail through the web site last night (and to several execs). I got a "nice" form response:
Quote:
Dear findingneema:
Thank you for contacting US Airways regarding your concern with the
change in our Dividend Miles program for short-haul flights.
From time to time, US Airways makes adjustments to the Dividend Miles
program in order to continue to deliver benefits to its frequent flyer
membership. By awarding the actual number of miles flown on flight 500
miles or less, US Airways is able to control costs and simplify its
accrual policy, which helps to ensure the long-term viability of the
Dividend Miles program. Most of our benefits, such as segment accrual
and award mileage requirements, have not changed and we continue to
attract more partners in our program to make it easier for you to earn
miles.
Whether flying US Airways or any of our many partners, you can accrue
your miles and get to an award ticket faster. In addition, unlike some
competitor programs, by continuing to earn miles within the Dividend
Miles program, you can keep your account active and avoid forfeiting
your existing account balance. Flights longer than 500 miles are not
affected by this program change.
US Airways feels confident we can continue to meet your travel needs.
We operate approximately 3,700 flights per day and service more than 230
communities in the United States, Canada, Europe, the Caribbean and
Latin America. US Airways is a member of the Star Alliance network
where you can earn and redeem miles to nearly 900 destinations in 160
countries worldwide.
I hope the information provided will be helpful in understanding our
decision to make the change. We look forward to providing a pleasant
flight on your next flight with US Airways.
Sincerely,
US Airways Customer Relations
Corporate Office
Huh? That doesn't make any sense to me. So competitors do not require me to keep earning miles to keep my account active??
It's kind of like selling a stock and watching to continuing to fall. I fly 150K+ year, and have gone 1K on UA and 50K on AA (just switched, used to use US as my backup airline and before that I was CP with US as my primary airline).
I realized awhile ago that Tempe doesn't care about the customer. FFOCUS has tried to reach out and....NOTHING! (Why you wouldn't speak with an advocacy group with your most important customers just boggles the mind in its stupidity.) The decisions they make are seem to be made in a complete vacuum - clearly they are not in touch with reality or their customer base. I think they sit around the water cooler drinking Duggie's spiked cool aid. Take the personal representative to meet their highest level fliers - why the heck would they waste money on that and not spend money a fraction of money on XOXOs or bottled water in FC that affects many more high value customers? Apparently they heard the story about how AA pulled out the olives from their FC salads and saved $50K and have taken it to heart...
They could have headed this off by either offering an offsetting benefit, or even providing 500 EQMs, but not 500 redeemable miles. They shouldn't care how many elites are flying since they only give away unused product (and I doubt there are many unused FC seats since they have unlimited upgrades).
You think Tempe can't sink any lower and they seem to confound. A real case study for business school on how NOT to treat your customers.
