Loyalty and airlines - are we expecting ridiculous things??

[drron]

When it comes to loyalty I am a serial monogamist though enjoy a bit on the side.
QFF p*ssed me off so I went with Aadvantage.Was very good for many years.But along came Nosey Parker and it got enhanced.
So now it's BAEC as it is the OW program with my travel that I can reach top status again with OW.
Though enjoy LM and KF for a change.

 

[Flying mermaid]

I gave airline loyalty the boot a couple of years ago and am now totally promiscuous

 

[juddles]

I think I made a tactical error in the initial post. Should not have said "we". There is a minority on AFF that are frequent flyers and/or flying enthusiasts, and they are also the ones who most read and reply to threads. And of course these people expect certain things, which I agree with.

Then there are the others, who are not actually frequent flyers, who in many cases get on board this forum just because of their particular circumstances. If a WP with Qantas gets cough service, I agree with their beef. If someone who gets on after managing 4 flights in 20 years states they are "loyal" to Qantas, I get disheartened.

 

[MEL_Traveller]

Then there are the others, who are not actually frequent flyers, who in many cases get on board this forum just because of their particular circumstances. If a WP with Qantas gets cough service, I agree with their beef. If someone who gets on after managing 4 flights in 20 years states they are "loyal" to Qantas, I get disheartened.

Of course it will be their personal circumstances. And based on their circumstances they come to complain.

To me a Qantas gold or platinum has the potential to have a biased view. All the additional perks along the way can often mean they view things through rose coloured glasses and are sometimes too quick to dismiss the views of those who actually fly the 'real' product that is being offered without all the bells and whistles such as first class lounges, first/business class wines, amenity kits, PJs when flying lower cabins, personal greetings and first choice at the menu.

 

[downgraded]

If someone who gets on after managing 4 flights in 20 years states they are "loyal" to Qantas, I get disheartened.

But they are loyal in their minds if they always fly one airline. It's the difference between frequent and regular. Loyal regular flyers want the perks, but the programs are aimed at loyal frequent flyers, where frequency equates to spend. QP is really aimed at addressing the gap, but the reality is regular flyers are learning that QP doesn't provide the benefits they see and hear frequent flyers getting. Paying for what you expect, or selecting more wisely is the other way of bridging the gap.

 

[JohnK]

Loyalty schemes ?- nah just marketing

That's what they've become.

I keep getting 2-3 emails a week from Qantas if I've made the switch yet. This is spam but I still need to be subscribed to promotional emails in case they send something useful.

And now the fantastic 50% off sale from the overpriced Qantas store.

 

[Toad]

That's what they've become.

I keep getting 2-3 emails a week from Qantas if I've made the switch yet. This is spam but I still need to be subscribed to promotional emails in case they send something useful.

And now the fantastic 50% off sale from the overpriced Qantas store.

Me too JohnK. They are a pain but eventually you must have a hit with an email that has some form of usefulness.

Come on down to QF sale 50% off, a great deal is just around the corner we will bring prices down to where they should of been in the first place

 

[juddles]

But they are loyal in their minds if they always fly one airline. It's the difference between frequent and regular. Loyal regular flyers want the perks, but the programs are aimed at loyal frequent flyers, where frequency equates to spend. QP is really aimed at addressing the gap, but the reality is regular flyers are learning that QP doesn't provide the benefits they see and hear frequent flyers getting. Paying for what you expect, or selecting more wisely is the other way of bridging the gap.

I agree they are loyal in their minds. But what I do not get is the expectations that follow. If you have bough several $1000 fares over a few years, then demand or expect that due to "loyalty" the airline will do you a multi-thousand dollar favour, that is unrealistic, in my view. I am unaware of another industry or service where people expect so much.

The last three cars I purchased in Australia were Ford wagons. So in some definition I am a devoutly loyal Ford customer. Do I expect that when I buiy the next car they will giove me a $20k discount for loyalty? No!

 

[juddles]

......To me a Qantas gold or platinum has the potential to have a biased view. All the additional perks along the way can often mean they view things through rose coloured glasses and are sometimes too quick to dismiss the views of those who actually fly the 'real' product that is being offered without all the bells and whistles such as first class lounges, first/business class wines, amenity kits, PJs when flying lower cabins, personal greetings and first choice at the menu.

MEL T, there are no "additional perks" that are not paid for in cold hard cash several-fold. To me, in Aussie terminology, a "perk' is something beneficial that is a bonus.

That is not how status programs or higher class of travel works. You PAY (highly) for any additional benefit. You actually pay a hell of a lot!

The "real product" is what you pay for. Nothing more or less.

These days you can fly to the USA for about a $1000. My God, what do people expect that is more!!

 

[JohnK]

Come on down to QF sale 50% off, a great deal is just around the corner we will bring prices down to where they should of been in the first place

But aren't they still overpriced?

In my warped opinion the Qantas store shouldn't be looking to make ridiculous profits but be there to help people use their points where Qantas has already made a ridiculous profit out of the sale of points.

 

[juddles]

But aren't they still overpriced?

In my warped opinion the Qantas store shouldn't be looking to make ridiculous profits but be there to help people use their points where Qantas has already made a ridiculous profit out of the sale of points.

This is where I get defensive of Qantas, in that terms such as "ridiculous profits" do not make sense to me. QF bled for many years. Now, and only recently, they are in the "black", a great part of this due to the FF program. To say they make "rididiculous profits" ignores the totality of their airline. They are only just making a go of it. If fools want to buy $10 toasters at $50, great, in the overall necessity to keep QF alive. Something has to pay for their excellent pilots, and sound maintenance.

 

[Toad]

But aren't they still overpriced?

In my warped opinion the Qantas store shouldn't be looking to make ridiculous profits but be there to help people use their points where Qantas has already made a ridiculous profit out of the sale of points.

Yep IMHO they are still overpriced but was just trying to be a just a little facetious. Sorry just my SOH

 

[juddles]

But aren't they still overpriced?

In my warped opinion the Qantas store shouldn't be looking to make ridiculous profits but be there to help people use their points where Qantas has already made a ridiculous profit out of the sale of points.

On a comparitive scale, of simply income versus expenses, Qantas makes less money from the consumer that the local supermarket or service station. Are you against the "ridiculous profits" your greengrocer makes? Or your local dentist?

 

[Toad]

Ways to better your company's customer loyalty.

1. Share your values. ...
2. Provide excellent customer service. ...
3. Be transparent. ...
4. Create a sense of community. ...
5. Get their email addresses. ...
6. Use social proof. ...
7. Exceed expectations. ...
8. Don't neglect existing customers.
9. Admit when you make a mistake
10. Offer incentives
11. Ask for their feedback
12. Make life easier for your customers
13. Be flexible
14. Use automation but......
15. Make it easy to communicate with a real person

Just a thought....but I am sure we could all write some colourful comments next to all these with our airline experiences.

 

[juddles]

I would add:

16. don't make your expectations of an airline 20 times bigger that what you expect from others.....

 

[Toad]

I would add:

16. don't make your expectations of an airline 20 times bigger that what you expect from others.....

Yes good one as expectations can be quite vast and varied from person to person and can be at times unrealistic or outside your entitlements.

For example at J lounge Brisbane Customer service desk recently to check in after JQ flight. Asked politely if I could get a seat at the front of the plane (Dash 8 300 2 hrs before departure). Told I could not get a seat at the front because all the front seats were taken up for freight. Hmmmmm I suppose my expectations may be incorrect but I had to ask the question "what possible freight are you going to place on a passenger seat on a commercial flight other then passengers as I thought the cargo hold was at the rear of the plane" Anyway didn't see any freight but lots of humans sitting in the seats and my expectation of what I was told was utter BS. Then again freight may be a new name for passengers at QF

 

[SydneySwan]

On a comparitive scale, of simply income versus expenses, Qantas makes less money from the consumer that the local supermarket or service station. Are you against the "ridiculous profits" your greengrocer makes? Or your local dentist?

Dentist? Don't get me started!

 

[JohnK]

On a comparitive scale, of simply income versus expenses, Qantas makes less money from the consumer that the local supermarket or service station. Are you against the "ridiculous profits" your greengrocer makes? Or your local dentist?

I didn't say Qantas shouldn't make a profit but something is not quite right when they are making a profit selling points and then making a profit out of people using those points. Some foolish people think Qantas has a loyalty program.

Oh and in my warped mind Qantas should be looking at the ridiculous salaries they pay their executives and bring them back in line with salaries in Australia. 5+ million + benefits for a CEO of a small airline in the backwater of the world? Not right.

 

[downgraded]

I didn't say Qantas shouldn't make a profit but something is not quite right when they are making a profit selling points and then making a profit out of people using those points. Some foolish people think Qantas has a loyalty program.

Oh and in my warped mind Qantas should be looking at the ridiculous salaries they pay their executives and bring them back in line with salaries in Australia. 5+ million + benefits for a CEO of a small airline in the backwater of the world? Not right.

Isn't the answer to take your business to an airline whose ethics you approve of?

 

[JohnK]

Isn't the answer to take your business to an airline whose ethics you approve of?

Not really. But I think they are all the same and I try to get the best value wherever I can.

e.g. I don't usually hire a car with Europcar but they have a special deal via Asia Miles on right now and I needed to hire a car for 3 days this weekend and total cost is ~$109 including $36 for child seat and I also earn 1,000 Asia miles.

Including previous promotion I'll have close to 5,000 Asia Miles which don't go very far but at some point I may be able to use them somewere.