The Top Ten Problems Members Have With Frequent Flyer Programs....
 

The cover story for the October issue of InsideFlyer is "The Top Ten Problems Members Have With Frequent Flyer Programs (and how to fix them)" We have our ideas and are working on that now but figured (in the name of research) we'd ask you.

What's on your list of problems with these programs?

P.S. I know we'll trump David Letterman on this list....

Trying to use the miles when YOU want to, as opposed to when THEY want you to!


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sftrvlr

Aside from the last suggestion -- Getting partner miles to credit. The partner blames the carrier, the carrier blames the partner. It takes forever and often isn't worth the effort for what you end up with.

I want to use my miles to upgrade, they want me to buy an expensive fare first... http://www.flyertalk.com/forum/mad.gif

On OnePass, number one with a bullet I'd have to say is award availability. Except possibly on EasyPass, which then devalues miles by 50 percent.

Award availability

#1 Standard Award Availability
#2 Ability to follow their own rules
#3 Non-empowered employees


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Bob

1. Award availability.
2. Partner mileage posting.
3. CSRs who are not familiar with the rules.
4. Delay in posting of bonus miles.

Devaluation after having earned the miles/points (case in point - Hilton HHonors).

Another: Status comps that give others the "Gold" benefits you've worked for.

[This message has been edited by pdhenry (edited 08-28-2003).]

My recent experience is only with AA AAdvantage. Three biggest problems:

1. Getting consistent information from phone agents about program rules as they apply to your situation of the moment. Call 5 times and sometimes get 5 different
answers. Your only dependable recourse is to keep searching until you find something in writing. Flyertalk has been more helpful in finding out what the rules are than the telephone agents are.

2. Using upgrade certificates (called VIPOW's). Even though they are confirmable, they seldom will confirm when you make your reservations (even 6 months ahead) and make you wait until they're absolutely, positively sure they can't sell the seats - even if the seating chart the day before the flight shows the cabin is basically empty. Then they usually give it to you 5 minutes before takeoff.

3. Gradual inflation of mileage requirements for awards.

Otherwise, the program has been good and given us some great opportunities.

1. Partner miles posting.
My remedy? Avoid the partner (hotel or car rental) until the miles post.
2. Inability to upgrade cheap fares.
Bob

Doesn't # 3 contradict # 2 - If the rules were followed there would be no empowerment needed

#1 - Agreed - From Someone who just returned from hawaii on five CONTINENTAL STANDARD (2 FC 3 Coach) AWARD Tickets (yes they do exist. However had to use easy pass for a single R/T LAX/EWR

# 4 Continental Treating Hawaii as an INTERNATIONAL DESTINATION

God help us if they remember that Texas was once a sovereign Nation

[This message has been edited by FC_Dave (edited 08-28-2003).]

Partner miles posting, i.e. NWA Mall!

I can come up with 7...

#7 Sudden changes in program rules
#6 Lack of program knowledge within the airline
#5 Partner mileage earning rules and getting partner miles to post
#4 Lounge access rules and problems with lounge access
#3 Making sense of bonus and promotion offers
#2 Getting my miles to post on time
#1 Getting an award when I want it

Many of the so-called rules are written in long-lost strange and indeciferable languages known only to the secret undefined personnel the agents converse with after saying to you, "I am gonna put you on hold and get an answer for you on that". Somehow it always differs from what I imagine the rules state or dont state.

MisterNice