FD going to be the best and most generous programme around?
Oct 14, 2002 | 8:07 am
#1
Original Poster
Join Date: Dec 2001
Location: Paris, France
Posts: 535
FD going to be the best and most generous programme around?
Flying KL since 1980 and with FD since KL started the programme, I love & hate KL ever since. I like KL for their upgrade policy and good transatlantic service in WBC. To date you can book an award flight up to 48 hours before flying, also one-way. No express booking fee, just the airport taxes. Royal Wing members get excellent award booking service as Flying Dutchman agents can look in a whole series of booking classes.
I hate them for their bloody arrogance. KL staff members with many KL years are often at AMS ground staff positions. These people still long for the golden days of flying when every customer was a gentleman. The KL oldies dislike mass transport and often provide inadequate service or treat customers badly. Even KL customers who bring a lot of profit often get a low service treatment. Sufficient examples are in this forum' archives.
Now the highly complex FD system will change. In the FD newsletter of October/November 2002 the Director Marketing Programs, Mr Lesley Lindberg states that the FD program has changed in all but name.
Lets quote Mr Lindberg:
<It is our intention to make KLM's loyalty program the best and most generous program around, ensuring that loyal customers are rewarded and recognized. The most obvious changes regard the switchover from the points to Miles system and the new four-tier membership structure. These two major changes have enabled us to align the FD program with Northwest's WorldPerks program, meaning we can offer customers better recognition across the alliance. We have also made spending your Miles easier with web@wards and Cash & Miles cruises and leisure packages. We sincerely hope that you will soon experience how rewarding and generous the new program is.>
From experience I know that Mr Lesley Lindbergs KLM Marketing Department is fully disconnected with the FD Program Office, leave alone the FD Helpdesk and the poor insufficiently trained agents who pick up the phone there. Lets hope Mr Lindberg will do something about the poor quality of FD staff in order to, quote, ensuring that loyal customers are rewarded and recognized.
I hate them for their bloody arrogance. KL staff members with many KL years are often at AMS ground staff positions. These people still long for the golden days of flying when every customer was a gentleman. The KL oldies dislike mass transport and often provide inadequate service or treat customers badly. Even KL customers who bring a lot of profit often get a low service treatment. Sufficient examples are in this forum' archives.
Now the highly complex FD system will change. In the FD newsletter of October/November 2002 the Director Marketing Programs, Mr Lesley Lindberg states that the FD program has changed in all but name.
Lets quote Mr Lindberg:
<It is our intention to make KLM's loyalty program the best and most generous program around, ensuring that loyal customers are rewarded and recognized. The most obvious changes regard the switchover from the points to Miles system and the new four-tier membership structure. These two major changes have enabled us to align the FD program with Northwest's WorldPerks program, meaning we can offer customers better recognition across the alliance. We have also made spending your Miles easier with web@wards and Cash & Miles cruises and leisure packages. We sincerely hope that you will soon experience how rewarding and generous the new program is.>
From experience I know that Mr Lesley Lindbergs KLM Marketing Department is fully disconnected with the FD Program Office, leave alone the FD Helpdesk and the poor insufficiently trained agents who pick up the phone there. Lets hope Mr Lindberg will do something about the poor quality of FD staff in order to, quote, ensuring that loyal customers are rewarded and recognized.
Oct 14, 2002 | 11:34 am
#2
FlyerTalk Evangelist
Join Date: Oct 2000
Posts: 14,352
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by kurz:
From experience I know that Mr Lesley Lindbergs KLM Marketing Department is fully disconnected with the FD Program Office, leave alone the FD Helpdesk.</font>
From experience I know that Mr Lesley Lindbergs KLM Marketing Department is fully disconnected with the FD Program Office, leave alone the FD Helpdesk.</font>
According to the letter that accompanied my new FD card, Ms.(I think) Lindberg is also "Director Loyalty Management". I should like to imagine that would include responsibility for the FD program?
Lesley Lindberg, by the way, is presumably the same person as Lesley McDermott, the previous Director Loyalty Management?
johan