My friend, DeltaPoints, wrote a very interesting post this morning on the point of loyalty. I’ve opined on the topic from time to time, usually with a different take than my fellow BoardingArea bloggers. I am sure some of that is steeped in the fact that my formative working years were spent in the employ of a very large airline. As a manager, it wasn’t necessarily in my job description, but I made a point to get to know our top customers. Back when you could enter the secure area with just a confirmation of a flight, I made sure I printed the boarding passes of some of our top customers and personally handed it to them after they cleared security. These were the folks one knew would be there every Friday at 5PM, I had dealt with personally for years, and I as an airline manager wanted to ensure they knew that I and my employer appreciated them. In short, that was how I rolled, and that’s what I would do today if I were still there.
On the other hand, I think it is important to make peace with a few facts surrounding the airline industry in general, and their loyalty programs in particular. Airline loyalty programs were created in a day when 65 percent load factors were great years (or Christmas), and a mile was a relatively reliable indicator of value. In the years since AAdvantage first appeared, a lot has changed. I’m not sure there is a word to describe airline pricing, but the airline business in general is structurally different. Airlines have discovered profitability, even in the face of challenges like high oil prices, bad weather, and a hit or miss economy. That’s not to say that the next terrorist attack, bird flu, or whatever won’t create challenges…they surely can/will. But airline managers are better equipped and educated in experience to deal with the fallout.
In the end, I’ll just leave you with the comment I posted on DeltaPoints.
“As you and I have discussed before, the meaning of loyalty in airline parlance is changing. While I penned “Make Loyalty a One-way Street” on my own blog, it doesn’t mean I don’t appreciate the perspective of others. Many of us find ourselves wishing for days gone by. On the flip side, I have to wonder why a business relationship with an airline should be any different than your relationship with the corner gas station? Airlines provide a service – safe transportation between two points on a map. That is all. One thing I rarely see mentioned is the absolute fact that the mileage programs we have today were created in a time when 65 percent load factors were considered a banner year. The math no longer works.
I am of the opinion that if an individual is not being reimbursed for a significant portion of their travel, they should not care about elite status, or the fallacy of being loyal to anyone other than themselves. Fly what makes sense. That isn’t always the lowest price, but more often than not includes product, schedule (the amount of your time spent), and then price. For others, that order may very well be different, but that’s how I look at things. Living where I live and traveling the way I travel right now, it absolutely makes sense that I unapologetically fly Delta. The “romance” of all this is long gone. Do what’s good for you.”
Yes, do what’s good for you….and that may mean some change in your travel loyalty habits.
-MJ, May 2, 2014
MJ it’s also fair to say that when FF programs were conceived, CC signup bonuses wouldn’t’ get you most of the way to to a business class international flight either.
While I value my miles and points, that “loyalty” is merely one small factor in my travel purchase decision.
Yes, that’s certainly true.
I agree with Daman view in particular. When I decided which airline to fly it was as simple as looking out the window at the airport and seeing that US airways was flying prop planes and that delta at least had the CRJ and now they actual have a couple mainline jets coming in versus prop planes. Since then other than Delta IT issues Delta has done well by me by getting me to where I want to go and getting some upgrades along the way. They are simply the best legacy airline with on time ratings and least cancellations. Until that changes I am happy. Skymiles are just a bonus I use them as I get them and don’t even try to get best value.
People have asked me what do I consider a good flight. My response: Any flight that lands in one piece. This is true for any airline.
I like (and agree with) your priorities when choosing a flight to book. Product, schedule, and price (in that order) seems correct. The way I look at it, reward miles that can be redeemed for travel are nothing more than a reward. They are the icing on the cake. The cake itself is the real issue. I choose Delta because it’s the best domestic product. If I get to take a free flight now and again because of the accrual of SkyMiles, that’s just a nice bonus. We shouldn’t get caught up in thinking that Delta owes us anything beyond a decent, safe journey.
Finally he is waking up from his dream and figuring out that Delta’s mission statement is to screw up customers and suck their money as much as they can. Since I started flying Delta it has been a one way loyalty where they decrease the value of my loyalty as much as they could. Thus, although I am most of the times “forced” to fly Delta since I am based in MSP I burn miles earned as soon as I can.
@Santastico,
Thanks for commenting. Here’s where we would disagree. I’ve never felt “screwed” by Delta. SkyMiles is what it is. Delta has treated me very well as a Platinum Medallion, gotten me where I wanted to go, and generally taken care of me. A while ago I mentally disconnected the points program from the elite program and the airline. I’ve also been spending miles the second that doing so could save me a few dollars. I’m much happier.