The biggest difference between FF programs and casino programs is the level of employee empowerment to deliver one-on-one service. The single most important feature of a casino program for the top-tier players is the casino host. Personalized attention - somebody who makes you feel like royalty. If you are truly top-tier (i.e., a regular who spends a LOT of money on negative-expectation table games), the casino host probably knows your favorite food, drink, cigars, etc. Of course, we all know the motives for the royal treatment...

The airlines have no clue how to deliver quality one-on-one service. I know there are exceptions: if you belong to the Admiral's Club, perhaps you've gotten to recognize an agent there that treats you especially well. I remember a CTO agent from the mid-90's that was wonderful. But those are getting rarer and rarer. I'm not even talking about getting a bunch of free upgrades or waived fees: I'm just talking about people using logic and common sense to help other people when the situation calls for it. Too often now, the airlines regard frequent travelers as their enemy. They'd rather us fly another airline. It's a totally, totally opposite concept from a casino, where they WANT you at their tables.