Thanks for the warm welcome!

You're right, sometimes the rates are not always ideal and we are always working with our partner loyalty programs to improve them. Our approach has been to provide our users with as many options as possible for moving their loyalty currency in the hopes that they will find one that works for them in the right situation.

We're also working on finding ways to help loyalty program members educate themselves about the value of their loyalty currency so they'll be better able to make the right decision for their current situation. FlyerTalk also does a great job of helping people understand the value of their miles, and we've been directing users here for info when possible. We've also started a blog where we post some educational content (here's an example of a series of posts we made last year: http://blog.points.com/2011/03/15/mo...-points-miles/ to this end).

In terms of customer service, this is an area we really tried to improve this year. Realizing that most of the questions we get from our users had some similarities we launched http://questions.points.com/home. We're always trying to improve the content here as well so we're open to any suggestions. If you can't find answers to your questions there you can use our live chat (the quickest), email and then phone is an option for transactional issues. In the past when you have had issues with customer service, has it been related to transactional questions? Is the main issue the methods that we have for contact (chat, email, FAQs) or that your issues went unresolved?

Thanks for your comments!