Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

12 March 2007

Why Hoarding Airline Miles is a Fools Game

Confession: I am an airline miles and hotel points whore. Yes, whore. I am the nut who will fly an extra connection - completely out of the way - just to rack up another 1,000 miles. A few years ago, when a hurricane was bearing down on Hooterville, I had scheduled work travel. I knew that if I waited for my outbound flight, there was a good chance that it would be canceled. I went to the airport early and hoped to get on an earlier flight to New York. The only option that would have gotten my out earlier was to fly from Florida to SAN JUAN, Puerto Rico to JFK - instead of a direct Florida to NYC flight. For an extra 1,900 miles, I would gladly make a detour to San Juan - and I avoided a hurricane - BONUS!

Based on the title, you wouldn't think that I would be the kind of fellow that would be accumulating airline miles, would you? Oh contraire...I love accumulating. I also love using them. I am an "earn and burn" kind of a guy. Many people often make the serious mistake of "saving up" for a destination award - a trip to Hawaii, a summer vacation to Europe, etc. The reality is that airline miles and hotel points are not appreciating assets - that is, you do not earn interest on your miles balance, and there is just no way that the miles you have today are going to be "worth" more tomorrow.

Instead of saving for a Hawaiian vacation, figure that you are saving cash for a kitchen remodel. You know that the new kitchen will cost you $25,000, so you begin stashing away a few extra dollars each month. After one year, you have saved $18,000, but now the cost of the new kitchen has risen to $40,000. You continue to save, and after another year, you have saved about $30,000 - except, the cost of your kitchen has now risen to $50,000. Face it - at this rate, you're starting to think about dining out more often than cooking at home.

How far fetched is this example? Not very, when you consider that within the last couple of weeks, one major airline and one major hotelier have introduced major changes to their award structure that has caused nothing but a serious devaluation in the currency that is your hotel points and airline miles....and they did it completely under the radar...essentially in the middle of the night when no one was looking. That is easily the biggest gripe. Without a doubt, had USAirways or Marriott announced that they were moving the goalposts with a few months notice, allowing people who had been planning on booking these affected awards the opportunity to do so, they would have created some goodwill - even while delivering bad news. By waiting until after the voting for the Freddies (the mileage geeks' equivalent to the Oscars), Marriott really steamed some folks.

Devaluation is the term often heard when disappointed folks talk about their inability to score their intended award, but INFLATION is just as critical. There are just too many airline miles and hotel points on the market right now, all chasing a limited number of available award seats and hotel rooms. It used to be that you actually had to fly or stay at a hotel to earn their respective currencies. Now, you can buy flowers, eat at your favorite restaurants, charge your groceries on a co-branded credit card, or refinance your mortgage to get points and miles. This ease in earning miles has led to a glut on the market. The more miles people "own" as assets, the more miles airlines keep on the books as liabilities. When airlines and hotels realize that there are too many awards sitting unused in loyalty accounts, they need to tighten the strings.

The bottom line is this - if you are saving for a "dream" reward, aim to have the required mileage earned in less than one year. If you cannot do that, there is a good chance you will not get the desired award at the level you are chasing. Reduce your expectations accordingly for each year it will take you to earn the mileage required, and you will be less disappointed. Also, many airlines and hotels readjust their award offerings early in the year. If you think that you MIGHT use an award - and you suspect that the award may cost more when the next devaluation occurs, book it in advance. Most hotels will gladly return the points you have allotted for a canceled award - and some don't even require you to have the points until you are ready to travel. Airlines will usually charge you a fee to do the same, but you might be willing to pay that as insurance to secure the award you really want.

Earn 'em and burn 'em - you will reduce the likelihood that you will be disappointed.

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13 March 2006

What ever happened to customer service?

I don't rant that much.

OK...I rant a lot. But, only when it is justified. Usually, the justification that I need comes in the form of dealing with morons (which, around the office, are affectionately called "mo-mo's").

One such mo-mo was encountered this week while trying to contact Continental Airlines (CO) customer service department. I think that I know a little bit about the ins and outs of traveling, but every now and again, I need some clarification on the airlines' bizarre rules and procedures. This is especially true when I change my "loyalty" (think of a stiff breeze) from one airline to another. I tend to know the rules that I need to know - and those tend to be the ones that I utilize most frequently.

I had the recent opportunity to obtain Gold Elite status with Northwest Airlines (NW). Without getting into a lot of minutiae over airline alliances, status, upgrades and the like, just know that I needed to know how my status would help me get an upgrade or elite seating assignments with CO. I should point out that I knew that my status WOULD get these benefits, I just wasn't sure how.

I thought this email to CO's customer service department would help elucidate things for me, just a little:

I purchased, this evening, a ticket from MCO-IAH on 3/30/06 and returning on 4/4/06. The Continental Confirmation Number is XXXXXX.

I am a (newly minted) Gold Elite member of NW WorldPerks (#100000000). I was informed by Northwest WorldPerks' customer service line that I would be eligible to upgrade to First Class, based on availability, and that I would be able to secure elite seating on Continental Airlines flights. I entered my WP number into the reservation, but I was not allowed to select elite seating on the seating chart.

So, my questions are, (a) Am I allowed access to elite seating on CO flights; and if so, how do I secure my choice of seat; and (b) does CO recognize my status level automatically and queue my upgrade request.

Lastly, can you also tell me in what order priority is determined for awarding elite upgrades? I understand that Platinum elites would get access ahead of Gold elites, but do all CO OnePass elites get access ahead of all WorldPerks elites (i.e. CO Plat, CO Gold, CO, Silv, NW Plat, NW Gold, NW Silv) or is it based on status within the respective programs (i.e. CO Plat, NW Plat, CO Gold, NW Gold, CO Silv, NW Silv)?

Thanks for all of your help. I look forward to flying with Continental soon.

Best regards,
The Traveling Man

Pretty clear what I am asking, right? I think so. I think that someone who works in the customer service department of an airline's frequent flier program would think so. Well......not so much.

Thank you for contacting the OnePass Service Center.

OnePass offers a promotion that matches the elite status of some other airline frequent flyer programs with an equivalent level in the OnePass Elite program. The airline you are inquiring about is not eligible to participate in the match program.

Ange Smith
OnePass Service Center
WHAT? Where on earth did ol' Ange think that I was asking about a status match to CO?

I am not so naive to think that canned email responses are not used -- and, actually, are probably appropriate in many situations. I use them myself because I often get asked the same questions over and over again in my job. However, I don't think that this person even read my email. I guess that they might have skimmed it, or simply sent it through an email filter that looks for keywords and this is the response that was shot out.

Technology should be used to ENHANCE your customer service, not replace it. The only impression that I got after dealing with CO here was that there customer service department is nothing short of shoddy.

Needless to say, I was pretty peeved. The chances of me flying with CO are pretty remote unless I have to anyway, but this is nothing that would make me want to fly them more.

FULL DISCLOSURE: I sent a reply to this email telling them that my question was not answered, and they responded back with an apology and the correct answer to my original questions. However, there should be no need to take that extra step.

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