The theory is correct and fine, but the way CX communicates to passengers who have applied for redemption seats is key, and what makes the carrier stand out. It's simply not good enough to say 'redemption seats are not guaranteed' - this is the line I was fed by the MPC for months - and not provide further information. The Marco Polo Club is specifically designed to reward customers, who pay a premium for being a member, with an enhanced service. They should be doing more to communicate to members re the status of their redemption applications.

A simple practical solution can be: email MPC members who are on the redemption waitlist 28 days / 14 days prior to departure of their flights (esp for busy periods such as Xmas) and give an assessment of chances of a seat being offered, with the policy that after the information has been offered the member can make their own decision to find an alternative or remain on the waitlist.

Information is power. Help your most valued customers by giving them information, which leads to increased trust and the ability to efficiently weigh up their options. Don't leave them to guess. That's great service.