Wormwood,

I agree with your approach. As you state, many threads contain similar info.

My suggestion (open for comments):

Ask LP to:

1. Develop a PIN for each account to stop the foolish picture ID requirement.

2. Develop a policy of responding to questions sent in by email or fax within 3 business days. Would reduce phone calls which are less efficient.

3. Develop a policy to process Award requests within a reasonable timeframe, such as 7 business days. This may vary by airline as each may have different processes.

4. Review their transfer process and get it working so that transfers are posted on receivers accounts within 15 business days. If not posted, LP should agree to follow up and respond to customers within 2 business days.

5. Send out LP statements at least every 90 days.

6. Develop a Credit Card process and, if needed, add a $3 handling fee to offset any increased costs. This is easy to do and would help the overall process.

7. Keep the 250K limit policy, but allow anyone that did not use all of the 250K in prior years the ability to use the unused balance in subsequent years.

8. Keep thier Web site up to date and update the Q & A section to reduce phone calls. (there are old Award schedules that are not valid now)

9. Develop an Expedite process where once could call in and get Awards processed within 24 hours. I am usure if they can do this with all airlines, but understand they can make on the spot reservations with US Air and some member airlines. Charge a $50 fee (profit for them) which could be charged to Cr. Card (see above)

10. Form a FF user group of 3-4 people which they could have a conference call every month to get feedback and ideas for improvement.

I know many will disagree with some of the above, but thought we needed a starting point for our discussion. If I see a pattern, I will forward the consensus to LP management.