Rumor has it that all the major airline and hotel programs clandestinely monitor this board. The urban legend is, and it is probably true (but I personally don't recall any concrete examples...but someone surely will), is that especially airlines use the information to close loopholes, audit stations that do favors for us, etc. For example, let's say I take an international trip, and the gate agent does not collect my paper international upgrade or just gives me a complimentary "operational upgrade," for no "legitimate" business reason...i.e. just to be nice, etc. Or waives my $100/$150 change fee. Now further suppose that I posted this information in either the particular airlines own forum, or the Flyertalk Trip Reports forum. Now rumor has it, again, that some department reviews this, and they might use the information to "train" whatever station or agent did the favor that this was not proper procedure, etc. As a result, for the most part, I personally no longer post trip reports based on this rumor...as it makes sense to me that the airlines would, by the way they run their businesses, use this board in an audit like capacity that I described. Does this happen evrey time? Probably not, but I bet it happens sometimes.

In addition there have been several airline employees, from various companies, that have informally posted offering advice and information. In many cases, it seems that the airline company has either directly or indirectly admonished the employee, preferring for the companys corporate communication department to handle all correspondence of this type. It appears airlines may have admonished even employees who often follow the company line on the board, etc. Again, the airlines want a centralized corporate communication like department to be their communication interface.

Largely in response to these alleged phenominon, a private email list has been created, and it is by invitation only. The purpose of the list is to post, for example, fares that may appear to be a glitch. I.e. $29 from New York to Paris (I think that actually happened once.) Again the thinking is that if this data is posted to a closed off list, then the "deal" might be around longer because the auditors reviewing this board would not "close the loophole" as they say as quickly. Flyertalk has become very popular, they get hundreds of thousands if not more hits a month.

Also the Flyertalk community at times debates how closely we should work with the airlines, etc. Are we with them, against them, neutral, etc? Is it legitimate to post obvious errors? If what appears to be a computer error gives you 100,000 extra points should you keep them? If you get a $0 hotel rate, should it be yours to use at that rate? There are varying opinions posted on those topics. My unscientific research shows that most people on the board tend to favor the airlines/hotel in loophole situations, but again this is a very unscientific finding, and obviously only reflects the opinions of the posters. Apparently lots of people lerk but don't post, like you for a year.

On the hotel end of the operation, there is definetely a Staroow representative who actively participaes on the board, nearly evrey day. He is called the Starwood Lerker, and is well liked and respected in the community. He will work with customers on individual issues, as well as in terms of suggestiong or feedback on the program in general. The same person has been in this role for a long time now, and that has built up the trust and rapor that people have with him. In fact, a Starwoof VP in a chat said that this persons job was the most secure in the company, so Starwoods executives do see the value in this type of service. Hilton has a vp that is very occasionally on the board posting, but you might see him once a month, if that. Radisson also has a cust service rep(s) that post from time to time, perhaps more frequently than Hilton. Other than that, none of the companies that I know of have interactive participation on the board, again it appears the board is a one way conduit to them only.

Many on the board have requested that other hotel and airline companies offer a similar service that Starwood Lerker does, i.e. be a regularly interactive participant on the board, but I don't know of other companies adopting this suggestion yet.

Also it is very common for the Wall Street Journal and other publications to email people who are on Flyertalk to get information for stories. Many of us "regulars" have been in the papers before where they have contacted us via Flyertalk initially. Incidentally, as you know, you can tell a "regular" by the number of posts they have as one indication, and also the date of registration with Flyertalk.

I hope this answers some of your preliminary questions, and let us know what you discover in your research, etc. You mighyt also email [email protected] and he may have insights in to exactly how industry uses the board, and may be able to comment further on the topic.