juddles
Suspended
- Joined
- Aug 2, 2011
- Posts
- 5,283
- Qantas
- Platinum 1
Hi there all, just pondering.
It is an extremely common occurrence in this forum that customers get very upset when their "loyalty" is not respected the way they want. It seems to me that most of these gripes involve circumstances that the pax interpretation of "loyalty" is th expectation that the airline breaks the rules for them in whatever circumstance.
We have all read the threads: "I have been a loyal member of Qantas for 20 years and they wouldn't even do xx_X" - of course xx_X being something that is above the conditions of the airline / ticket / whatever.
IMHO airlines specify quite explicitly what "loyalty" brings you, in the form of status. Having status does in fact give you good advantages, whether it be greater points earn, seat selection, etc. This is, IMHO, what the airlines are openly and honestly offering. They even give clear and concise requirements to fulfill. Anything above that is wishful thinking, which unfortunately gets cloudy when on some occasions staff do give you something above and beyond what they promise. Then suddenly everyone expects same.
I also get the feeling that many people have far greater expectations of an airline (due to this loyalty concept) than they would ask for of any other company.
This forum is peppered by people in unfortunate circumstances expecting great things. Do people also ask this from every other service provider in their lives? I have NEVER asked Woolworths to do me a favour, to drop a price for me, or expect something I haven't paid for. I have bought items from Woolies for many decades, but does that give me the expectation they will do me "favours"? No.
Why is it that we expect differently from airlines? Where has an airline ever said that if you prefer them they will give you anything above what is in their terms and conditions?
Please understand that this is about loyalty, not "customer service" - that is a separate thing.
It is an extremely common occurrence in this forum that customers get very upset when their "loyalty" is not respected the way they want. It seems to me that most of these gripes involve circumstances that the pax interpretation of "loyalty" is th expectation that the airline breaks the rules for them in whatever circumstance.
We have all read the threads: "I have been a loyal member of Qantas for 20 years and they wouldn't even do xx_X" - of course xx_X being something that is above the conditions of the airline / ticket / whatever.
IMHO airlines specify quite explicitly what "loyalty" brings you, in the form of status. Having status does in fact give you good advantages, whether it be greater points earn, seat selection, etc. This is, IMHO, what the airlines are openly and honestly offering. They even give clear and concise requirements to fulfill. Anything above that is wishful thinking, which unfortunately gets cloudy when on some occasions staff do give you something above and beyond what they promise. Then suddenly everyone expects same.
I also get the feeling that many people have far greater expectations of an airline (due to this loyalty concept) than they would ask for of any other company.
This forum is peppered by people in unfortunate circumstances expecting great things. Do people also ask this from every other service provider in their lives? I have NEVER asked Woolworths to do me a favour, to drop a price for me, or expect something I haven't paid for. I have bought items from Woolies for many decades, but does that give me the expectation they will do me "favours"? No.
Why is it that we expect differently from airlines? Where has an airline ever said that if you prefer them they will give you anything above what is in their terms and conditions?
Please understand that this is about loyalty, not "customer service" - that is a separate thing.