What Changes Would You Recommend to THAI’s ROP Program?
I recommend that THAI should consider incorporating the following ROP changes to maximize the customer experience:
1. Specify the maximum segments allowed in each direction on an award, including Star Alliance Awards.
2. Eliminate and / or change the miles required for First Class awards from origination points such as North America to destinations such as South America, Australia and New Zealand, because to travel First Class from North America to South America you have to route through Europe; and to travel from North America to Australia or New Zealand you have to travel via Europe or Asia. On Star Alliance you cannot travel First Class to these destinations except through Europe or Asia. If THAI advertises a First Class award it should either honor the award for those published miles even if travel is through Asia or Europe, or it should change the number of miles required for First Class travel if THAI feels mores miles are needed to route through Europe or Asia. It should not advertise a stated number of miles, and then seek miles for two awards if the passenger wants to travel First Class.
3. Clearly allow a connection of up to 24 hours or less without treating it as a stopover, and also consider allowing a non-stopover connection of up to 36 hours on very long flights if at least one passengers on the record is 62 years or more of age. It is a health and safety issue for elderly passengers. When an elderly person is on a long trip with very long flights, it is a substantial health hazard to require the passenger to travel continuously without proper ground rest and exercise before a very long connecting flight.
4. Clearly define backtracking, and don’t treat standard connections through Star Alliance hubs as “backtracking” for awards if the same connection is allowed on paid tickets.
5. Clearly define backtracking, and don’t treat fairly direct routings as “backtracking” for awards if the same connection is allowed on paid tickets.
6. In the award conditions, clearly state all taxes, fees and surcharges that apply.
7. Consider allowing an open-jaw at any point along the routing, rather than just at the origination and destination points, especially considering that award class seats are becoming more scarce, since Star Alliance nonstop flights from many Star Alliance hubs are not available to very many desired stopover cities.
8. In the award conditions, clearly state what award routings are “too long.”
9. Allow routing and carrier changes for a reasonable change fee, especially considering that better flights over time may become available for award travel, or the passenger may be required to change travel dates.