Combined FF Program -- what changes would you make?
 

I've been thinking about the combination of the two frequent flyer programs and what direction that might take. Although we know Frontier has quite a few more members, I'd be curious to know how many elites both programs have, versus the number of members who fly just a few times per year.

With some recent streamlining between Midwest Miles and Frontier Early Returns, several things have happened already which I like. These include the complementary upgrades to premium seating, free onboard amenities, and the introduction of a dual-tier elite system which makes it easier to get basic status but differentiates the true road warriors.

However, there are still some changes or additions I’d make if I ran the world. Obviously getting more partners to earn and spend miles is kind of a given wish-list item. But here are some ideas on other fronts.

New Awards I'd Like to See

2,500 mile Confirmed Upgrade
Confirmed upgrade to Stretch, available to anyone from any fare class, including FF reward.

30,000 mile Best Care Club Access
Membership for one year

3,500 mile Best Care Club Pass
Pass for a calendar day

20,000 mile Freedom Elite Companion
Companion travel award with no capacity control, one per year for Aspire and two per year for Executive. This would help high-status members use rewards in markets where seats are hard to find, but it still requires them to buy a seat and is limited to only once or twice per year.


Additional Ways to Earn or Retain Status

Purchase Elite-Qualifying Segments for $79, up to ten per year
Except for modest administrative cost, this is pure bottom line profit for the company. It’s essentially allowing people to do “mileage runs” to accrue or keep status without actually have to transport them. Limiting it to ten keeps people who rarely fly from buying status, and nobody can buy top-tier status without also flying a fair number of flights.

Translate MasterCard Purchases into Elite Credits, up to twelve per year
One segment for every $1,500 charged (cumulative from month to month). Limit of 1 credit per billing cycle to avoid someone charging their new Honda and getting elite status out of it. This would award high-level card usage, but again it takes a fair amount of flying to get into elite status.

Second Chance for Non-Requalification
Flyers with at least 12 segments at year-end who failed to re-qualify for Elite status can maintain Aspire status by earning six segments in the first quarter of the new year. These can be accrued by any combination of flying, charging, or purchasing them. This grace only extends for one year…they must compile 20 segments in this new calendar year to continue their status. Midwest has quietly done things like this some years, but I'm not sure it's been public. One can of course argue that people whose flying decreases should not be elites. But people whose business trails off might have migrated to another carrier for much of their business. Giving them an incentive to keep and bring more business over is a good thing. Losing elite status might encourage the person to fly more to regain it, but in a case like this I think it's more likely that losing elite status brings less business from this customer since now F9/YX is just another also-ran where they're earning "wasted" miles.


Differentiation between Aspire and Executive
With making it easier to obtain or maintain elite status, I think there should be just a little more differentiation between Aspire and Executive.

Benefits to Executive over Aspire
Several of these are existing, with new suggestion in italics

--More bonus miles (50% instead of 25%)
--Complementary inflight cocktails and premium beverages
--Waived change fees
--Waived standby fee
--Waived MM redeposit and other fees
--Complimentary Stretch seating at booking (give it to Aspire at check-in only)
--Additional Freedom Elite Companion award (2 for Executive, 1 for Aspire)
--Executives board with pre-boards, Aspires board next with all Stretch passengers

Whatever they do, I think when it is rolled out as a single program it would be a good opportunity for some FF specials in terms of earning miles, earning status, or using rewards. I'm surprised at the number of travelers here at work who feel a little "iffy" about things in spite of acknowledging that their miles are safe and will transfer. A re-launch of a combined program...rather than just quietly enrolling all the YX people into Early Returns...is another opportunity to generate some buzz and show people what a good program it could be.

We know that the total FF base for Frontier is somewhat larger than that of Midwest. However I'd be curious to know what portion of YX traffic is from elite level travelers versus F9.

Upgrade to STRETCH with miles.

Knope, I was thinking about the same topic today, but did not give it as serious and thorough thought as you. There are some really good ideas offered for consideration.

When checking out the Early Returns program, I noticed that there is a minimal number of partners, vs MM program. I hope that the new FF program will retain the current car rental partners of Midwest, (Frontier has only Hertz), as well as its hotel partners.

It will be interesting to see how the new FF program evolves.

Good post, Knope.

First of all, great post knope ^ You've obviously given this a great deal of thought.

Here are some things I'd like to see:

1) Open award inventory for top tier elites (Executive level only). United does this for 1ks and Global Service Members. This is a nice benefit, especially for hard to get destinations like Orlando, Vegas, and resort destinations. High demand routes sometimes only have one or two seats per flight allocated to award travel and making more space available to your best customers will create continued loyalty.

2) Having a wide range of partners (hotel, rental car, retail) to earn miles on.

3) The ability to earn and redeem miles on other airlines.

4) Having elite status recognized on partner or alliance airlines (if this ever comes to fruition).

5) Ability for elites and those with Stretch Seating assignments to access expedited security lines at all airports that offer it. This perk has to be offered at more airports than MKE and DEN (I've heard conflicting reports on how well Midwest has executed this program in the past, especially at the non-hub airports).

6) Reduced lounge membership fees/day passes for elite members (prices can vary depending on elite status).

7) Free stand-by for elite members. I'd also say that the stand-by list should be prioritized based on elite status and fare class, not when an individual added their name to the list.

I have some more ideas but some of them are dependent on what partnership/alliance Midwest forms with another carrier(s).

Sadly, my days of flying Frontier on a somewhat regular basis will very likely be ending in the next couple of months. However, Republic has a golden opportunity to create a great frequent flier program and I hope they come up with something their customers will value and appreciate.

Some great ideas, Blue!

I really like this, although I think that maybe this should be for a higher tier than Executive? Not sure what the threshold is...50 segments a year? They should be able to figure out the metrics of where to break that. I usually just make Executive (last year's 42 segements was unusually high) but I don't think I'm the kind of road warrior who should get broadly-opened free seat inventory. That's why I came up with the Freedom Elite Companion idea -- maybe give on at 20 segments and another for each 10 additional segments?

I've used it occasionally at non-hub airports, but it's not a reliable feature everywhere. I used it at Newark once, and I thought LGA had it but in December was told by TSA that no airlines at LGA had elite lines. That seems odd, but perhaps just in B.

It is free for top tier, but I'm not sure how the standby list goes. As a frequent traveler in some RJ where peak days fly full, it would be nice to have priority stand by as MME so maybe I didn't have to sit around Flint a few extra hours.

Rats! Sharply reduced domesitc travel? Resrictions that keep you off of F9 or prevent you from using MKE?

I really agree and hope that they grab the opportunity.

--What things do FF members dislike about other programs?

--How can Frontier's program address those issues, especially in ways to encourage more travel on Frontier?

--In what ways can Frontier's FF program be made more attractive than that of competitors?

As a FF, sure I love the perks. But if they find new ways to reward and encourage loyalty beyond FF norms, that can be a real feather in their cap.

Hmmm...if "loyalty" is the keyword, can there be a way for FF members to be rewarded by proving they didn't fly on other airlines? :-)

Remove an elite level. I always thought it was strange that Frontier's program had two elite lelves.

Knope...I'm trying to respond to some specific items you had mentioned but my blackberry is having issues with the quotes feature today (...or maybe it's the user) so a new response will have to do.

1) Opening award travel for elites

I agree that if this is done it might have to be for a special category of elites higher than Executive level. This new category should be comprised of individuals who generate the most revenue for the airline, not simply those who fly often. Some customers may travel less than top-tier elites but purchase full fare coach tickets. These types of customers are far more lucrative to an airline than passengers who racks-up lots of miles on deeply discounted tickets.

The metrics for this program might not even have to be published as criteria could vary (full fare customers, key corporate clients, etc.). It could be by invitation only (similar to how other airlines handle things).

2) Free standby travel

IMO, this should be available to all elites, not just top-tier. However, top-tier customers can still easily be accommodated through prioritizing the standby list based on status.

Speaking of free, baggage fees should be waived for elites as well (If I remember correctly, non Executive level elites have to pay).

3) Why I won't be traveling Frontier much, if at all, in the coming months.

It's not because of anything Republic or Frontier has done. My company has asked me to relocate to Barcelona, Spain for a two year assignment. We finally got the visa issues with my wife worked out this week so once all of the paperwork is finalized (a 4-5 month process) we'll he heading overseas. I'll be back in the States periodically for home leave and business meetings but most of my travel will be trans-Atlantic or within Europe. Unless Frontier has plans of expanding into international markets within the next few months, I won't have an opportunity to fly them much.

However, I will keep my frequent flier account active and will continue to participate on FlyerTalk (time permitting, of course).

I would certainly hope so, as I have found your posts to be an invaluable resource. Best of luck with your new assignment.

+1

It sounds like an exciting opportunity.

I, too, wish you the very best in all of your endeavors and hope that you will stay in touch with our board. Thanks for all of your great posts and contributions.

I'd like to see them start a business loyalty program ala Delta SkyBonus. Might be a great way to hold onto some of their current business contracts and by giving them new perks get them on board with the transition to Frontier.

Hey Blue,

I know based on our previous discussions that this was not an easy decision for you to make. But Mrs. Newsman and I wish you all the best. What an exciting new chapter for you!

We will miss your firsthand observations flying Midwest but will look forward to your continued participation.

Hoss

We already have a business program called Best Care Business. This may be what you're thinking about.

Make sure that you attend a couple of football games in Barcelona. International football is so much better than American soccer.^

LOL...so true. I've actually gone to several "football" games in Barcelona while traveling there for work and really enjoyed them (the spectators are crazy!). It was kind of strange considering I never really cared much for American "soccer."

I believe that another poster may have suggested this before, but what about the first checked bag free to YX/F9 credit card holders?

DL and Amex announced this perk today, in connection with the Amex SkyMiles cards.

http://home3.americanexpress.com/cor...delta_free.asp

I believe that another carrier (Continental?) also offers this perk.

This would be a good way to retain or draw new business, as well as promote more business for the airline's credit card.

Great idea, but I doubt they would want to give up all that ancillary revenue.

In fact, at today's conference call, they talked about "tinkering" with the STRETCH seat fees.

The DL/Amex "first bag free" arrangement is projected to bring in more rev than any income lost by not charging for the first checked bag.

Upgrade award ticket to Classic for minimal fee, i.e. $15-$20.

Maintain Amtrak Award Options
 

I hope that the merged program maintains Midwest Airline Amtrak award options, especially for the sleeper accommodations. These awards are better than Amtrak's.

Upgrade to Classic or Classic Plus for a minimal amount of miles. Three to Five thousand, perhaps.

Retain YX50 and YX45 awards, as in current form. I believe that these two options will be discontinued the end of this month.

Those were essentially useless. A phone call to the MM service center with plenty of lead time would result in them finding YX25 availability. Of course, they sometimes had to get approval from a supervisor.

I've used the award several times, including nabbing the last seat on a MKE-FLL trip early April, a few years ago; I needed to get down to Fla unexpectedly, and the YX50 was the best option, especially compared to how the fare was pricing.

I think it may resurface, in a slightly different form.

We'll have to see what we are left with once the two programs are integrated.

I hope we continue to deal with the many friendly CSRs that staffed the MM service center, they were always willing to go that extra mile to find something that met your reward needs. The web may have shown no availability, but a phone call would find something for you.

THAT is amazing.

I never dreamed of making a phone call, thinking that everyone was accessing the same system.

The MM service center could make it happen. I can recall three separate occasions when they accommodated me even though the website showed no availability.

I have heard from a couple of sources that there will be no change in the FF employees, and that management of the program will be from Milwaukee.

The MM folks always try to be accommodating and are a real asset to the company. It is that kind of service that helps build customer loyalty.

I look forward to working with them some day.

Are Frontier's award tiers fairly similar to the YX45 and YX50?

25,000 Standard domesitc award
45,000 Choice domesitc award
50,000 Last Seat Available award (Ascent & Summit members only)

I'm not a F9 member yet (figured it would be more hassle to combined accounts rather than move YX directly over) but at least for the higher-level FF members there is still last-seat-available award for 50k.

Until not long ago (last year?), Midwest's last-seat-available award was only open to Executive level flyers. If that's how Frontier does it, it goes back to how it used to be on Midwest, although it's easier now to get elite status than it used to be, too (20 segements versus 25 to get Executive in the past).

Does anybody know specifically the difference between Standard and Choice?

I am bringing back some ideas for consideration, since we have not heard anything recently on any new airline/alliance partnerships, nor on moving all of the existing MM partners over to the EarlyReturns program.

Yes, but with a twist due to the F9 international routes.

Standard US* is 25K. Mexico and Costa Rica are 35K.
Choice US* is 45K. Mexico and Costa Rica are 55K.
Last Seat US* is 50K. Mexico and Costa Rica are 60K. (Open to Ascent & Summit Members only)

* = includes Alaska

I don't know all of the differences between Standard and Choice, but with a Standard award you still pay the baggage fees, unless it is an international trip. All Choice awards includes 2 free bags.

Personally, I have never seen Standard award availability when I have looked to cash in some miles.

I'm still holding out hope for a major announcement this fall along the lines of "Frontier Early Returns is proud to announce it is joining the..."

• Star Alliance, or
• One World, or
• something along those lines.

:)

We heard rumors of this in April. Still nothing. I grow less optimistic with each passing day.

I highly doubt we will see any alliance membership anytime soon. My bets are on JetBlue joining an alliance before any of the other LCCs. What I do see them doing is gaining an international partner or even a domestic one (AA was thrown around) that they can give their flyers international access. Since I don't see them starting long haul service anytime soon it would make sense to find a partner willing to fly to DEN or MKE or provide easy connections through a city on either coast. Another idea would be to fly MKE-SJU and DEN-SJU and codeshare with Eagle to give their flyers access to central america and the carribean without having to start their own flying.

I'd love to see DEN-SJU, but that may be pushing the range of their A320.

If they did a MKE-SJU, I just hope they would time the departure in such a way to enable connections from the west.

Here's something that doesn't appear to be part of Frontier Early Returns that I'll miss very very much: the 20,000 mile companion award.

The companion award is an excellent deal for both the consumer and the airline. It saves the passenger miles, yet it brings in revenue by requiring a ticket purchase. And it keeps people invested in the FF program and discourages draining ones account.

Let's say I have 50,000 miles. In the new world that will be two free tickets, perdiod. If my SO and I are flying to NYC, there's no incentive for me not to drain my account. Every $25k is a ticket.

With the companion ticket, if I have 50k miles, and we're going to NYC, there's a real incentive to use the companion ticket for one and pay for my own. Not only do I have 30,000 instead of 25,000 miles left because of the discount, but because I earned miles on my paid ticket I actually have about 31,500 miles, which encourages me to continue to accrue miles in the program.

So the companion ticket brings in revenue and discourages people from draining their account, which is a point of danger. If you use up all your Frontier miles and next time decide to use another carrier, there are not any residual miles languishing in your account.

I very much hope they give serious consideration to adding a companion ticket award to Early Returns. It's a win-win.

+1
I totally agree, knope. You would think that one more revenue passenger on the flight, who is flying on dollars, not miles, would be desirable to F9.

From the current and final MidwestMiles newsletter:

Southwest lets you check FF availability on-line, with preferred dates/itinerary, using their "SeatFinder" feature.

This feature should contribute to a lighter call volume at the RR department.

With the current system on Midwest's site, you can only check a three day time period, before you have to try other dates. It can be very time consuming, for those not calling in to MM.

I am not familiar with the award travel booking logistics on the Frontier site, but I assume it gives you a one-week glance, as its booking engine does for paid travel.

Ha! Three days would be heaven.

I'm afraid you can only look at a single day when booking an EarlyReturns award on the Frontier. The only saving grace is that you can modify the search to a new day directly from the booking engine. But, it is a painful and laborious process.

Speaking of Southwest, United does something similar showing a two-month view where Saver or Standard seats are available.