A recent post on the Hilton board related an encounter with Reno Hilton management. When a Honors member insisted that the property live up to its commitments, the room manager commented that "HHonors members continually display a false sense of entitlement." Are we unreasonable when we demand what the various loyalty programs promise us? Its my experience that most times when I ask for an overlooked upgrade or other associated perk, the airline, hotel or car rental CSR has been very accommodating. But there have been times when I've met resistance, and at the Reno Hilton, outright hostility, when I've asked for the program benefits. I'd like to hear comments from other frequent travelers. Thanks

[This message has been edited by bizytraveler (edited 04-13-2002).]

Howdy,

My take is a very new one. I've only been a frequent flyer/hotel/car person for the past 5 months. I'm very new to all this.

The first month or two - (my travel has been very consistant, averaging 1 round trip per week, 3-4 days in length, for the past 5 months).

Anyway - the first two months - I had no status. Now I'm AA PLT, HH Gold (no status with Avis - but I've rented a car from them almost every week).

The changes from month 1-2 to month 4-5 have been nice for me.

Hilton has always upgraded me to at least a suite, always comps me breakfast.

AA now tries to block seats for me, give me an open seat next to mine (last flight - was totally full, I had no ticket on it - gate agent told me to wait, I'd be the last one to board, but she would do what she could. There was only 1 empty seat on the entire plane from LGA-ORD, and it was next to me.) I've had them change tickets on me, check me in at the first class line, etc... They make note of my status (PLT) and have treated me better. Even Avis - now when I ask for an upgrade, I've gotten one every time for free.

It seems to me that being a frequent traveler gives you a bit of the 'inside' track. I've found folks a bit more willing to help me be more comfortable. Most of the time. Cynthia Vaughn a ticket agent for American Airlines in STL being a huge exception, right now I'd like to file a lawsuit against the *****, but that's another story

Does status make a difference - I think it does. I've also found that most people I deal with upon recognition of my status are more likely to assist me being comfortable than others. However, I do think that with status comes the responsiblity that we as frequent travelers should have some knowledge and understanding of the liability and limitations of those we work with. Flying home from ORD last night my flight was delayed - horribly. A woman (none FF) started berating the gate agent because she didn't notify the people waiting in the gate area sooner. The woman in my opionon was an idiot. The GA didn't know the crew would be

Pakse

Im Platinum Delta... Diamond HHonors and Elite on several other plans.

I have grown NOT to expect ANYTHING. When not offered, I ask. This is a Quality Control issue that the Corporate Offices must address. It is idiots like the guy/gal at Reno Hilton that ruin a program.

Of course, each property is not owned by Corp. BUT they are bound by the same progra,ms as everyone else.

I am not a pig. I dont want more than is allowed. I do want what is in the program. It is a crying shame that I dont expect it as a matter of course.

I'm a Delta Platinum, Hilton Diamond, Marriott Platinum, and Avis Preferred Select. My experiences in a little over a year-and-a-half of FF is that Delta lives up to there end of the bargain. I've had no nmajor complaints with getting the stated benefits from Delta. I've earned my Hilton status at one Hilton Garden Inn and have not experienced other Hilton properties yet. The one Garden Inn (Albany NY) has been super in responding to needs and the program guarantees. Avis has been great about providing me with upgrades, sometimes two or three levels above my reserved level. Marriott on the other hand doesn't seem to push their program benefits to their properties. I would say that 60% of the time I have been told that the particular Courtyard or Marriott property I am at doesn't participate in that benefit (upgrades, platinum gift, discount at the gift shop, etc.) And, the way I read their program rules, it looks to me like each property is pretty much free to adhere as they see fit.

my experience with the reno hilton was on a convention rate and they still upgraded my room. no problems. i think the hotel was very nice along with the staff

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Great topic!! "False sense of entitlement" who is the Reno Hilton manager trying to fool? Loyalty programs are all about entitlement. I patronize United, Hilton, and Avis to achieve elite status so I can enjoy the promised benefits. Too many travel/hospitality employees forget that in this economy frequent fliers have many alternatives when planning their business travel. Its a two way street -- if the loyalty programs honor their commitments to their members, we'll remain loyal; but treat us poorly too often, we'll switch allegiances to a company which truly values our business. Its that simple.

I will "vote with my feet" if I have to fight to get benefits that were promised (patronizing a program that promises less but consistently delivers what they promise if necessary). I don't enjoy being assertive to get what has been promised to me, so if a simple reminder doesn't work, I usually let the issue slide, but actively consider other options in the future.

There are benefits that a program promises in return for some number of stays/flights/whatever, and there are nice things that happen over and above them.

When I don't get a promised benefit, I ask for it. I have never had a serious argument, though once or twice I've gotten as far as "this is what I'm supposed to get in return for how much time I spend with you folks."

When nice things happen, like operational upgrades, I'm suitably appreciative. I can't stand the "Do you know WHO I AM?" types. If they were all that important, they wouldn't be on a commercial flight or handling their own hotel check-in. (I got one flight upgrade just for being in line behind a few of those and NOT acting that way.)

Ah, yes, the false sense of entitlement. Some folks get a little carried away with things. Case in point -- last night, I had some guy in my place who at 3:10 -- after I'm supposed to have kicked him out and locked the door -- wants another drink. Last call was at 2:30, and if I serve after 3:00, there's a chance of a $5,000 fine.

Anyway, this butthead, who had dropped like $100 or so throughout the night, decides that he wants to ***** and say, look, I just dropped $100 here, you owe me.

I told him, if you want to pay the $5,000 fine, and get me a new liquor license, I'll be happy to serve you. Otherwise, it's time for you to go home.

Some of the complaints I've seen here remind me of that guy. Others do not. I am not quite sure what the Reno Hilton did that pissed you off, but please don't be like the butthead I had to deal with last night.

I think you are entitled to something--there is nothing "false" about it--but it doesn't entitle you to act like a jerk. I thing Efrem's post strikes the right balance.

I think sometimes people are confused by what they are supposed to receive, and what they think they are supposed to receive.

If you patronize a program (hotel, airline, car, Subway sandwhich shop, whatever) which promises you something in return for your loyalty such as a free sandwhich after buying 12 sandwiches, then when you fulfill your part of the deal (by staying 100+ nights with a hotel chain or by buying that 12th sandwhich when you really wanted tacos), you have a right to expect that the company offering the program will uphold their part of the deal and give you that room upgrade or free sandwhich.

But, some knuckleheads get confused between what they should receive and what they think they should receive as is seen by the story provided by mdtondy:

In this situation, I am assuming that mdtony never made a deal with the boozer that if he drops $100 in business, then he would continue to serve him booze past last call. The boozer had a false sense of entitlement just because he spent some $100 over the course of the evening. There was not a prior agreement and so there should not have been an expectation of more booze.

When I alter my behaviour (stay with HHonors instead of SPG) because HHonors promises me free breakfast with every stay, then I expect a free breakfast every time I stay at an HHonors property. It is not because of a false sense of entitlement that I want that breakfast, it is because HHonors promised it to me. When a front desk morom then says to me that "oh, we don't do that for HHonors members", then HHonors is not fulfilling their part of the bargain.


[This message has been edited by onedog (edited 04-15-2002).]

I continue to set my expectations low and I still continue to be disappointed in the hotel programs. As a AA EXP, I have zero complaints they have always gone thet extra mile.

Hotels are another matter. As a Diamond in Hyatt, Plat in Marriott and Starwood, there are certain things I am entitled to. Yes as part of the program - ENTITLED. If I did not want those benefits I wouldn't pick the program. I expect that the hotel live up to their part of the program however almost evey stay is a battle and I'm getting tired of it.

At many hotels, I feel the issue may be one of training rather than the hotel not being willing to give what they should. Other times it is the front desk staff simply forgetting some things (this too may be a training issue).

Here are my thoughts:

(1) A lot of airlines, hotels and car rental company agents are not well versed in the rules. Often I find myself ignoring them when they explain false rules, or trying (not always with sucess) to explain the correct rules to them. This is extremely frustrating.

(2) There are a lot of jerks out there who expect more than they deserve. It's great to get an upgrade, but if one isn't available or you aren't guaranteed it (by the rules), you have no right to complain. There are plenty of jerks who want what's way above and beyond of the rules and reason. Take the jerk who's sitting in coach, but expects first class type service (like having the FAs hang up his coat in the FC closet) because he "spends a lot of money with this airline" or "usually flies in first."

The other component of (2) is how it relates to (1). Too many agents don't know the rules, and people become used to getting stuff they don't deserve. Then they demand it when they finally come across someone who knows what they're talking about.

d

Here's a (3)-

(3) Way too many people have a "get something for nothing" attitude towards the travel industry. People are just waiting for something to go wrong so they can complain about it to get something for free. This is a very widespread attitude. Part of it probably comes from the nature of the travel industry - with frequent traveler programs it's easy to get and ask for some bonus points/miles. And with air, car and hotel companies it's easy to expect or ask for an upgrade, whether or not it is deserved.

d