Randy Petersen
In my official role as head 'Talker' around here, let me warmly welcome Mike Ison to FlyerTalk Live!. I've know Mike for many years - since his days running part of the program at Continental OnePass and he's a guy whom everyone in the industry loves to work with. At US Airways, he has been able to re-engineer Dividend Miles and with a little luck on some partners just may have an answer to many frequent flyers. As many of you know, I spent a lot of time on US Airways a few months ago and given they don't serve my immediate market, was overwhelmed of the service and the employees. Remember, I flew them for 72 straight flights without a delay - all in two weeks time and chatted with many a member in their program. I never found any grouches. While a few had a concern here and there about the financial situation at US Airways, I still will tell any of you that with all the miles I earned from my 'Come Fly With Me' tour, I'm not worried about any of them. But, you are not here to talk with me - Mike welcome and let's get rolling with the questions your members want to talk to you about.

Mike Isom
Thanks, Randy. I am ready. Fire away

DLBIZTRAVELER
So when will you add a convenient Australian and Hawaii reward to your award structure?

Mike Isom
We are focused on concluding an alliance relationship that will provide these opportunities in the near future. We already have Qantas for Australia.

Mikel at WebFlyer
This question was submitted earlier by John Hayes: For the last two years, I have used Dividend Miles to fly to the west coast (from NY). It has only cost me 40,000 miles per first class ticket (for August, on Amarican Airlines). Now I'm told a similar trip will cost 50,00 miles per ticket (also in August). Why the jump?

Mike Isom
Our awards have not changed. First Class domestic awards are 40,000 miles for travel Sep 15 - End of Feb and 50,000 miles Mar 1 - Sep 14. Thanks for the question.

Art234
Mike---a hearty welcome and thanks to you and your staff, especially Carole Blazer. I am proud to be a US1. My question has to do with being able to upgrade on the web or have automated upgrades for CHPR. Are you going to be offering any enhancements to the upgrade process? I know you now have automatic cueing but we still have to call....

Mike Isom
Our Electronic Upgrades project is on track and is scheduled for implementation later this year.. Thanks

Skyhawk
Mike do you have any alliance plans forthcoming?

Mike Isom
Yes

Mikel at WebFlyer
This question was submitted earlier by PHL: Will people get a new 2002 membership kit if they already received a 2001 kit in the late part of last year (Oct-Dec)? The membership cards in those kits expire in 2/03.

Mike Isom
Preferred members with a Dividend Miles card that will expire at the end of February 2003 will receive new kits (without the card), which currently are being mailed. Thanks

student
Mike when will be be able to claim awards online.

Mike Isom
We actively are working to provide this functionality for our members and should have it available in 2002. Thanks

markbach
Follow up question on alliances: Mike, care to elaborate at all on any possible partners/alliances you are considering? Any truh to the Star Alliance rumor?

Mike Isom
As Mr Lay said today, I plead the fifth. Thanks

Mikel at WebFlyer
This question was submitted earlier by Paul Thomas: Does Dividend Miles intend on providing other uses for miles, such as vacation packages (inc. air and land), cruises, etc.?

Mike Isom
We continue to look at different ways for our members to use their miles. We strongly suggest that our members sign up for our Estatements and other special offers. We recently auctioned tickets to the Super Bowl through our e-mail notification process. We frequently auction vacation packages. We provide monthly award discount offers to our Estatement subscribers. We are also looking at allowing members to use their miles for golf schools and for discounts on golf equipment. Thanks for the question

DivMiler
Any chance of the 50% off awards coming back? They were useful.

Mike Isom
We periodically review our program for changes. We do not plan to bring them back at this time. Thanks

rjwx2man
How are targeted DM offers determined. It seems unfair that some people get great offers and others do not?

Mike Isom
We try to target to individuals based on their travel patterns and interests. We sent the offer for 40,000 miles for the golf school to those Preferred members who had indicated an interest in golf on last years Preferred survey. Good question.

avek00
Given the precarious financial position of US Airways, why should we feel confident in US' ability to continue service, especially the DM Preferred benefits???

Mike Isom
We plan to be offering our Dividend Miles members valuable awards for a long, long time. Thanks

Mikel at WebFlyer
This question was submitted earlier by PHL: Are there plans to move towards electronic upgrades?

Mike Isom
As noted earlier, this is an active project to be completed this year. Thanks

PointJunkie
Why was the Advantex (Dividend Miles Online Rewards) program reduced so drastically on January 18th without notice?

Mike Isom
Do you have specifics on the reduction? Thanks

markbach
Mike: I know the folks at Dividend Miles read Flyertalk. Any chance of us getting an "official" rep, similiar to wha some of the other programs have done?

Mike Isom
You can send suggestions or questions to me at [email protected]. Thanks

Mikel at WebFlyer
This question was submitted earlier by David Pierce: Some airlines offer true elite desks for their best customers. For example, AA Executive Platinum Desk, and UA 1K desk. Elite desks are staffed with agents who have enhanced knowledge about the airline, and who have been specially empowered to make exceptions for customers. However, several other airlines seem to only offer elite phone numbers, but not "special agents?" Where does US's elite desks fit in?

Mike Isom
We have a dedicated desk with specially trained personnel for our Chairman's Preferred desk. They handle all types of requests. We regularly receive compliments from our Chairman's members about the level of service they receive. The Gold and Silver desks are dedicated personnel who receive special training but these desks primarily provide expedited service for reservations. Thanks

avang
Are you going to be issuing system wide upgrades this year to Silver & Gold Preferred members?

Mike Isom
Yes, they will receive the same amount as in 2001. Thanks

PointJunkie
Regarding Dividend Miles online rewards, for example purchases at Dell.com were reduced from 1 mile per dollar to 1 mile for every five dollars spent. Amazon.com and EddieBauer.com were reduced from 1-to-1 to 1 mile for every two dollars spent. I can forward the e-mail that I received from Advantex if you prefer.

Mike Isom
Please do and I will respond directly to you. Thanks

usflyer
Will the US web site offer an electronic schedule for Palm PDA and / or wireless access?

Mike Isom
Not immediately, but it is definitely under consideration. We do have a .pdf file which can be downloaded. Thanks

us2
I was an original user of the Priority Travel Works computer program years ago. It was superior to the usairways.com website in several ways, including making Preferred and exit row seating available. Any chance of bringing it or something similar back or making the website more useful for Preferred members?

Mike Isom
We are working to bring all of the functionality from Priority Travel Works to usairways.com. Thanks

Mikel at WebFlyer
This question was submitted earlier by John Kelley: Can passengers holding 2001 DMUPSYS coupons still upgrade V class fares that are not e-savers for international flights? With regard to the new SWU certificates, why was no method (such as airport standby only) left to allow top preferred members to upgrade V class tickets?

Mike Isom
The 2001 systemwide upgrades can still upgrade with "V" fares for transatlantic travel. We changed the booking window on the new systemwide upgrades to provide consistency with our Preferred upgrades. While this was designed for transatlantic travel, the majority were being used domestically. Now all of our preferred upgrades may be booked anytime in advance when traveling on an unrestricted fare, and restricted fares can be upgraded no more than 7 days in advance by Chairmans Preferred, 3 days in advance by Gold Preferred and 1 day in advance by Silver Preferred members. This provides our most loyal members - our preferred members -- more opportunities to upgrade, especially when traveling on a walk-up type fare. While transatlantic preferred upgrades are not available on "V" class, we now allow mileage upgrades to be used on "V" class. We do allow "V" class domestically on preferred upgrades, which now allows E-Savers, senior coupons and other fares, where members previously were not able to upgrade.

rjwx2man
Frequent flyer programs have changed considerably since their inception. Where do you see these programs going in the next 5-10 years? Especially DM!

Mike Isom
We see more and more targeted customization based on each customer's profile. As to awards, US Airways will go where no airline has gone before. Stay tuned. Thanks

vrm
Any chance of bringing back the luggage tags?

Mike Isom
Not now, but maybe later. Thanks

phllax
I might have missed this earlier, but will the new Swiss Air Lines and the Belgian Airline that DAT and Virgin Express form be a part of the DM program?

Mike Isom
We plan on SWISS continued participation in the Dividend Miles program. Thanks

Beckles
I thought Transatlantic upgrades on V class were not allowed now with miles or SWU's, but you just said they were with the new mileage upgrade award. Could you confirm this?

Mike Isom
Sorry, You are correct. I was just testing you. Thanks for the catch.

Mikel at WebFlyer
This question was submitted earlier by PHL: When can we make award bookings online?

Mike Isom
We plan to have this implemented this year. Stay tuned. Thanks

Randy Petersen
WOW, you've been wizzing through all these questions. One thing I noitced is that you have a lot of "Stay Tuned". Are you in a makeup mode for business post 9/11 or are things back to the way you would like to run the program?

Mike Isom
We are very much on track and all of the initiatives that were put on hold in September are now very active. Our programmer is working 24/7! Thanks

Randy Petersen
Next question for Mike: I didn't see this asked but with the changes at Continental and Northwest to end their off-peak award at 20,000-miles, isn't this a chance for you to do the same or are you staying with that award?

Mike Isom
We are delighted to keep our off-peak awards structure at this time. These are enormously popular with our members. We also recently reduced our Caribbean standard coach award from 35,000 to 30,000 miles.

avek00
Has US considered switching over to an unlimited (subject to availability) upgrade plan for its Gold and Silver Preferred members? This benefit is consistently mentioned as one of the major plusses of the CO FF program., and is a great way to maintain Elite loyalty...

Mike Isom
We have a generous upgrade program and we do not plan to change at this time. Thanks

BWI2MCO97
Is the new miles plus money being tested and possibly going to become a permanent fixture of the program? Will a transatlantic option be introduced?

Mike Isom
It is being tested. Yes/maybe/maybe. Thanks

V60t
Do you have any plans to match the current delta 35,000 mile First Class Pomotion?

Mike Isom
Not on a broad basis, but we have offered a similar program to our Estatement subscribers to specific markets. We have monthly promotional awards for our Estatement subscribers. Thanks for the question.

LikeItUpFront
Any chance of recognizing lifetime achievement (Million mile club)?

Mike Isom
We are looking at various ways to award long term members and this is one of them. Thanks

erichris
There have been Flyertalkers who have tried to use a 2001 systemwide to upgrade a V class trans-atlantic flight, and have been told a K class must be purchased. What should the customer do in such a case?

Mike Isom
This was an error. The 2001 systemwide upgrade does allow upgrade off a "V" fare. Call reservations and they should correct this. Thanks

chexfan
Are there any considerations to having the ability to see your 10,000 mile counter (for complimentary upgrades) online?

Mike Isom
No, but with Electronic Upgrades you will be able to see your upgrade bank. We will check into this as it is a good idea. Thanks for your input.

51bride
Mike, I think it's fair to say that the participants in this discussion represent some of your biggest and most loyal customers. Can't you throw us some crumbs in the way of an advance notice of whatever alliance you have up your sleeve?

Mike Isom
Not if I do not want to go to jail! Sorry

Randy Petersen
Boy, times flies in the frequent flyer business. I thought I'd jump in here and again thank Mike for coming on tonight and it's probably a good idea to respect his not wanting to go to jail for an advance leak of anything. But, I think when there is any news, FlyerTalk members will hear it first....right Mike?

Mike Isom
We will certainly try to advise you and your members at the first opportunity. Thanks for the opportunity to participate tonight. I have really enjoyed it!

Randy Petersen
We've got a few more question if you are OK with that?

Mike Isom
Sure!

svpii
I am Chairman's preferred who is losing status due to job changes and less flying. I have flown 9000 miles this year and will fly another 2 before March. The upgrade counter resets March 1st and I won't get any upgrade certs - and I don't have a stash because I was CP last year - what can I do?

Mike Isom
Send me an Email and I will discuss with you. Thanks

BWI2MCO97
Why not develop a miles plus money award for Envoy and Forst Class?

Mike Isom
Excellent idea! We will look at that. Thanks

cwpfly
Has US Airways considered polling a select number of the preferred members to see if there is a preference in selecting Star vs. oneWorld vs. Wings vs. Skyteam?

Mike Isom
Alliance decisions are complex and our customers travel patterns are a key element of our decision. Thanks

Randy Petersen
Thanks to Mike Isom for spending this hour with us. In an industry that runs 24/7 the last few months, we've been very lucky to have Air Canada on a few nights ago and now US Airways. We hope to see Mike back again during the year and know that there are a whole lot of Dividend Miles members that populate FlyerTalk.

Mike Isom
Thanks Randy. We look forward to the next time!

Randy Petersen
Mike, a FlyerTalk special gift is on it's way to you. Thanks all and enjoy your evening if you aren't going to scurry out for those last minute Valentine gifts...... you are all welcome to stay around and chat as we move from moderator to a free chat forum...