Originally Posted by
joe_miami
Not sure it's accurate to say the travel industry has "lost its way." Generally speaking, companies give customers what they want for the price they're willing to pay. As much as people complain about both airlines and hotels, the numbers don't show any reduction in business. Until customers vote with their feet in much larger numbers, nothing will change for the better.
Airplanes and hotels are all full - that is why there is less focus on loyalty programs. Some programs are better than others though. Marriott treats me well as a Platinum. Hilton is HORRIBLE as a Diamond. If I pay $400 a night for a room at a Four Seasons I am treated very very well. If I spend $400 a night on a Hilton room, even as a Diamond, I am treated in a very average way. I know you will say that's the difference between Hilton and Four Seasons, but because of this I have no motivation to stay at a Hilton if there is a better hotel. Other than a free crappy breakfast, Diamond means nothing at Hilton. Same with Airlines. If GS benefits keep getting reduced then I have no incentive to purchase a business ticket on United vs. another carrier.