Let’s face it - major system changes don’t always go the way they should go. Yes more testing, risk analysis, beta groups, etc should always be done. But sometimes it still just doesn’t go right. And employees or worse customers are impacted. The problem here is that you’re not being transparent as to the problem, what our current experience is, and what you’re doing about it. . Will I permanently lose loads of points that are currently missing? Missing stays or status? When I called customer service they had no idea. The status.marriott.com was incorrect.

A “yes we messed up, and you’re impacted this way, we’re working around the clock on this, and we’ll give you updates at least once a day “ would go a long way. Without this we’re left to guess, complain, and assume no one has their act together. Please be transparent with us.. we all know things don’t always go right...and set the foundation for a great merger.

I took a southwest flight recently where the multi hour delay was clearly southwests fault. Before I got home I had an apology note in my email and a small credit for a future flight. Nicely done by sw.

People are much too impatient, expecting a magic wand to be waved and all changes are made..good lord, it’s only been a week or two!

They are not communicating at all. If the kitchen screwed up your order and the waiter tells you upfront it got screwed up and won’t be coming out for a bit it’s usually ok, but if they know they screwed it up and don’t say anything to you and finally bring the wrong order out 30 min later than you are usually pissed xxF.

Marriott leadership is way past the point of P.O. a large number of folks. They should have fallen on the sword days ago and said there will be a nightly update email or a nightly update webpage you can go to to see what’s been fixed and what’s still be worked on. Knowing your missing points, or stays, or point refund issues are being actively worked on, versus no idea whatsoever what is being worked on are dramatically different customer panic levels.

No one is collecting this data to give to Marriott like the Starwood Lurkers did for us during the pre-changeover
process. My guess is this is 99.9% us venting and it’s going nowhere up the chain at Marriott.

The biggest joke is the Marriott loyalty person doing that interview a couple days ago saying everything went great with the two programs merging onto one.

Heck us SPG ers got our message thru to Marriott about Platinum Lifetime status, thanks in great part to the Starwood Lurkers here on FT and some well connected FT members, there must be a way to get this message thru to someone in a power position at Marriott.

The suggestion of bad press/media and people ready to revolt is usually enough to get something fixed, repaired, changed, updated, talked about.

Maybe someone can post JW jrs and Arne’s email addresses so we can all let them know directly how the program merger isn’t working and how the head in sand attitude instead of open communication to the membership is getting folks really upset.

They are not communicating , not answering questions , and forcing folks to call in and suffer ridiculous phone hold times . Has anyone emailed any of the execs ? If so , have you gotten a reply ?