What a great, logical and rational post Cklomp and Welcome to FT! I share your pain. But what I have lately realized is that perhaps we have too high expectation of "our" hotel companies/airline programs. Despite the variedness of views on FT board and even some uncivilized comments from seasoned veterans here, almost everyone will agree that the travel industry is not what it used to be. Everything has gone steadily downhill with no end in sight. I was also able to relate to your comment on CS showing some empathy. These days I dread calling the Platinum Concierge (well the only reason I am calling is because of issue at SPG end - SPG technology failing by not giving me cancellation/confirmation number, missing Plat Amenity points, etc. otherwise I am in no love fest with them) and I find more friendliness in attitude and tone from my local Domino Pizza store guy Steve. I wonder what kind of training program Steve went through!

So in order to not feel frustrated, dissapointed, disillusioned by my favourite hotel or airline loyalty program, I have just toned down my expectations from them. No expectations = No dissapointments. We live in changed times where companies are becoming big, bigger and biggest in order to survive (look at all the airline mergers!). These companies are mediocre at best and far from world-class. I am not even sure if GE or Disney can be classified as world-class anymore. At times I feel like shutting off my wallet completely and not spending a dime on anything. Its like boycott spending day in order to wake up these companies.

Sorry I got off track a little bit but your comments and experience just hit a nerve...