Originally Posted by
Hawaiian717
Whereas I was thinking about Delta, where they've made purchased upgrades and sometimes premium cabin fares more affordable, making upgrades for elites harder to come by. Despite this, Delta is still seemingly perceived as being ahead of its peer group (UA/AA) in both customer service and financial areas.
HA platinum = DL gold, which provides:
- Unlimited complimentary first class upgrades. HA doesn't do that, except on interisland flights (and then only if you win the race at check-in with other platinums and anyone who wants to buy an upgrade). Instead, it offers two upgrade certificates a year. I personally think that's a reasonable tradeoff if the certificates clear on a reasonably predictable basis, but I think most would see the Delta benefit as more generous.
- Complimentary access to extra-legroom coach for passenger plus companion 72 hours before departure. HA makes the bulkhead and exit rows available to platinums (but not companions) at check-in for interisland flights, but for the longer hauls, it's only at the gate (and apparently only if the gate agent is in a good mood and all employees and their families and friends have been accommodated). And by the way, if you go ahead and pay for an extra-legroom seat, the price won't be refunded or credited if you want to buy a first class upgrade later. Delta wins this one by miles.
- Skyteam elite status with some level of elite recognition/protection all over the world. HA doesn't appear to play very well with others; we'll see if the JAL joint venture changes that.
- Various other stuff that HA more or less matches, albeit on much more limited scale.
I'm reasonably fond of HA, at least the interisland operation, but Delta it ain't, and if that's who the executive team thinks they're emulating, that explains a certain amount. I gather that Delta generates a lot of loyalty by being reliable and earning customers' trust. HA doesn't really do that. HA sees itself as a tourism company more than a transportation company and doesn't appear willing to put any effort into earning locals' business. If HA wants to be more like Delta, there are a lot of better places to start than devaluing elite upgrades.