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Do Frequent Flyer Programmes Generate Loyalty?  
User currently offlineHighflyer44 From United Kingdom, joined Jan 2007, 12 posts, RR: 0
Posted (7 years 11 months 6 days 6 hours ago) and read 4525 times:

Dear friends,

Do you believe that airline loyalty can really be achieved through Frequent Flyer Programmes?

As part of my Honours Project I have developed a survey which will be printed and distributed in London as well as advertised online for the next 2 months.

I would really appreciate if you could take part. The questionnaire can be accessed from the link below:

http://www.onlineapproach.co.uk

The more responses, the more accurate the findings will be.

It would be great to have your opinion in the forum too!

Thank you!

41 replies: All unread, showing first 25:
 
User currently offlineIAirAllie From , joined Dec 1969, posts, RR:
Reply 1, posted (7 years 11 months 6 days 6 hours ago) and read 4517 times:

Yes. When I make business travel arrangements loyalty programs are a factor I include along with price, convienience of schedule etc. when selecting a flight. Lets say I'm only a few flights from elite on Delta vs. a long way on United I may pick a slightly less convienent itenerary or pay slightly more to get one step closer to the next tier of status. Or once status is obtained I may pick the airline I have status on over another in the hope of obtaining an upgrade, lounge use or other perks.

User currently offlineFXramper From United States of America, joined Dec 2005, 7357 posts, RR: 85
Reply 2, posted (7 years 11 months 6 days 5 hours ago) and read 4506 times:
Support Airliners.net - become a First Class Member!

AA gets busted up a lot by FF, but I've been using them for a good ten years with AAdvantage, it's really more a convenience factor than anything for me now when I fly. My company does have a deal with AA.

User currently offlineBushpilot From South Africa, joined Jul 2007, 0 posts, RR: 1
Reply 3, posted (7 years 11 months 6 days 5 hours ago) and read 4482 times:

I will often book a more expensive flight on AS/KS for the frequent flyer mileage than on a competitor for that sole reason. Most anyone in Alaska will tell you there are cheaper flights to the lower 48 from AK on different carriers, but we stick to AS for that reason.

User currently offlineDeltAirlines From United States of America, joined May 1999, 8913 posts, RR: 12
Reply 4, posted (7 years 11 months 6 days 5 hours ago) and read 4457 times:

Just submitted the survey based on my experiences with DL.

User currently offlineNorthwestEWR From United States of America, joined Oct 2004, 484 posts, RR: 3
Reply 5, posted (7 years 11 months 6 days 5 hours ago) and read 4453 times:

I'd say they do. I'm a Worldperks member and I'm very loyal to Northwest, Midwest and Continental.


ARJ 319 320 333 717 733 735 73G 738 739 742 752 753 762 772 CRJ CR9 ER3 ERJ FRJ J31 J41 D9S D94 D95 M81 M82 M88
User currently offlineBMED From United Kingdom, joined Dec 2004, 860 posts, RR: 6
Reply 6, posted (7 years 11 months 6 days 5 hours ago) and read 4453 times:

Done based on bmi. I almost applied for the course your doing this year. How has it been? I wasn't too sure what the course content was.


Living the jetset life! No better way to be
User currently offlineHighflyer44 From United Kingdom, joined Jan 2007, 12 posts, RR: 0
Reply 7, posted (7 years 11 months 6 days 4 hours ago) and read 4436 times:

Quoting DeltAirlines (Reply 4):

Thank you very much!


User currently offlineTAN FLYR From United States of America, joined Aug 2000, 1920 posts, RR: 0
Reply 8, posted (7 years 11 months 6 days 4 hours ago) and read 4427 times:

ok, I filled out the survey for the students in London.

Yes, my elite status has helped numerous times on AA over the 25 years I have been a member of AAvantage. I also activly use Mileage plus on UA and Flight fund on America West (us Air) also.


User currently offlineSJCRRPAX From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 11 months 6 days 4 hours ago) and read 4417 times:

The "RR" in the screen name says it all. With a "Rapid Rewards Visa" and a few business flights the Rewards are piling up faster than I can use them. My only complaint is that it takes two rewards to go to Hawaii, and no international rewards. But if I need to go to Clevland or Boise I'm all set!

User currently offlineHighflyer44 From United Kingdom, joined Jan 2007, 12 posts, RR: 0
Reply 10, posted (7 years 11 months 6 days 4 hours ago) and read 4417 times:

Quoting BMED (Reply 6):
Done based on bmi. I almost applied for the course your doing this year. How has it been? I wasn't too sure what the course content was.

Thanks for participating. I've had a fantastic experience so far, the course is very business oriented, it covers from operation aspects to every relevant part of the aviation business from airlines and airports.


User currently offlineTVNWZ From United States of America, joined Feb 2006, 2408 posts, RR: 2
Reply 11, posted (7 years 11 months 6 days 4 hours ago) and read 4414 times:

Absolutely. NW Platinum Elite. So, I fly them every chance I get. If not NW then Skyteam (DL,CO) As a last resort: YX since I get miles, but not for qualifying.

User currently offlineAirTranTUS From , joined Dec 1969, posts, RR:
Reply 12, posted (7 years 11 months 6 days 4 hours ago) and read 4414 times:

Is it the FF program that generates loyalty or is it an airline's service? If a passenger has no loyalty, will they choose an airline for its FF program or will they fly different airlines until they find one where the service impresses them and they stick with it?

In answer to the question "Do Frequent Flyer Programmes Generate Loyalty?", my answer is no. I think a passenger chooses an airline because of its service and then joins the FF program. The desire to earn status and the service is what keeps a passenger.


User currently offlineHighflyer44 From United Kingdom, joined Jan 2007, 12 posts, RR: 0
Reply 13, posted (7 years 11 months 6 days 4 hours ago) and read 4399 times:

Quoting AirTranTUS (Reply 12):
Is it the FF program that generates loyalty or is it an airline's service? If a passenger has no loyalty, will they choose an airline for its FF program or will they fly different airlines until they find one where the service impresses them and they stick with it?

In answer to the question "Do Frequent Flyer Programmes Generate Loyalty?", my answer is no. I think a passenger chooses an airline because of its service and then joins the FF program. The desire to earn status and the service is what keeps a passenger.

That's a good point! now, once you have joined a particular program does it psychologically encourage one to fly with that airline in order to get rewarded? once miles get accumulated does it not become more difficult to switch to an airline which offers a better service?


User currently offlinePlymSpotter From Spain, joined Jun 2004, 11701 posts, RR: 60
Reply 14, posted (7 years 11 months 6 days 4 hours ago) and read 4372 times:

Quoting AirTranTUS (Reply 12):
In answer to the question "Do Frequent Flyer Programmes Generate Loyalty?", my answer is no. I think a passenger chooses an airline because of its service and then joins the FF program. The desire to earn status and the service is what keeps a passenger

There is also the fact that most people will just go by the price of the ticket, regardless of which airline it is. I find the thing that most puts non aviation fans off flying a particular airline is having a connection in their schedule, normal people just don't like them it seems.

I filled it out for FlyingBlue, which is not a program I have been happy with recently; you can never get hold of them, and when they do dain to usher you a response it doesn't actually mean anything and is completely useless.

Dan Smile



...love is just a camouflage for what resembles rage again...
User currently offlineSJCRRPAX From , joined Dec 1969, posts, RR:
Reply 15, posted (7 years 11 months 6 days 4 hours ago) and read 4368 times:

Quoting Highflyer44 (Reply 13):
That's a good point! now, once you have joined a particular program does it psychologically encourage one to fly with that airline in order to get rewarded? once miles get accumulated does it not become more difficult to switch to an airline which offers a better service?

Absolutely. For me AS and WN are about equal, but I seldom book AS anymore. It even becomes worse when the company pays for the ticket instead of the individual. Every company I have ever worked for I have seen people take "bogus" trips (as far away as Europe from US) select days for Biz travel that can only be booked with their airline, and other tricks to pile on the free miles. This I know is not a popular opinion I have, and is OT, but I think the miles should go to the person that pays for the ticket, not the flyer (the company should take the rewards and use them as they see fit)


User currently offlinePanAm747 From United States of America, joined Feb 2004, 4242 posts, RR: 8
Reply 16, posted (7 years 11 months 6 days 4 hours ago) and read 4356 times:

"You MUST get me on this flight!! I'm a Platinum Elite!!"

The bragging, the boasting, the FF miles - you BET it earns loyalty!!



Pan Am:The World's Most Experienced Airline - P(oor) S(ailor's) A(irline): San Diego's Hometown Airline-Catch Our Smile!
User currently offlineAndrewUber From United States of America, joined Jul 2003, 2528 posts, RR: 40
Reply 17, posted (7 years 11 months 6 days 4 hours ago) and read 4355 times:

I just took the survey, and yes, my travel decisions are often influenced by FF programs or lack thereof.

Drew  wave 



I'd rather shoot BAD_MOTIVE
User currently offlineScouse From United States of America, joined Jul 2006, 77 posts, RR: 0
Reply 18, posted (7 years 11 months 6 days 3 hours ago) and read 4330 times:

Quoting SJCRRPAX (Reply 15):
but I think the miles should go to the person that pays for the ticket, not the flyer (the company should take the rewards and use them as they see fit)

My company does use the miles as they see fit, they give them back to me.
For my last trip they asked me in the morning to fly to Poland in the evening and stay for 3 weeks which I have no problem with but would most probably be turned down by your colleagues that invent trips to get miles, I could not imagine any of the people I work with doing that kind of trick.
One of the advantages for my company due to my elite status is that I can use first class check in (they only ever buy the cheapest economy fares) I can use the elite security lines and the worldclubs. I get preference on standby lists and extra baggage allowances can also save them money. Complimentary upgrades are a bonus on international flights.
2 years ago I flew 86000 miles on NWA but also on 15 other airlines so the miles are not everything as I normally have more miles than I can use. Elite status does mean a lot.



Love to fly
User currently offlineJcavinato From United States of America, joined Jan 2005, 520 posts, RR: 0
Reply 19, posted (7 years 11 months 6 days 3 hours ago) and read 4291 times:

A FF program can also be a repellent. In my case Delta does not allocate any business class seats to anyone trans-Atlantic in the summer -- even their most premier customers.

Too, they use a cheap mileage computation. On a flight from AMS-ATL then change to PIT we flew over PIT on the first leg. When I got my statement, it only counted the origin-destination mileage (AMS-PIT circle route). The 700 or so miles to landing in ATL and the second flight back up to PIT didn't count. This, to me, is an ultimate of cheapness.

I can never understand the customer service rating and award companies. Several of them claim Delta has one of the best FF programs. Yeah, right. It was invented by Ebinezer Scrooge.


User currently offlineHalls120 From , joined Dec 1969, posts, RR:
Reply 20, posted (7 years 11 months 6 days 2 hours ago) and read 4266 times:

Absolutely. Once I reached premier executive status on UA, miles accrued faster, and upgrades became easier. I've lost count of how many times I've been upgraded because coach was full, and they needed to move people into C class. I've had UA call me the night before a flight to advise me that the flight I selected was likely going to be delayed, and did I want to have them change the flight. While on a business trip to Europe, my SO had to return home before I did. UA didn't upgrade her, but they did giver her a E+ seat and blocked the seat next to her.

User currently offlinePlanenutzTB From United States of America, joined Sep 2005, 256 posts, RR: 1
Reply 21, posted (7 years 11 months 6 days 2 hours ago) and read 4247 times:

Yes!

I go out of my way to always fly on Continental Airlines due to their FF program and great service. I responded to your survey.



I am extraordinarily patient, provided I get my own way in the end.
User currently offlineFighterPilot From Canada, joined Jun 2005, 1418 posts, RR: 22
Reply 22, posted (7 years 11 months 6 days 2 hours ago) and read 4240 times:

There... I filled out your survey based on my experience of AC's Aeroplan. Hope it does you good.

Cal  airplane 



*Insert Sound Of GE90 Spooling Up Here*
User currently offlineBongodog1964 From United Kingdom, joined Oct 2006, 3681 posts, RR: 3
Reply 23, posted (7 years 11 months 6 days ago) and read 4196 times:

As I don't fly enough at all, let alone with one airline, FF programmes are really a mystery to me; from my knowledge gleaned from here, and other places though, they seem from the airlines point to be a nightmare (of their own causing)

It appears that they compete against each other to offer lots of inducements in the way of FF miles, upgrades, access to lounges for economy passengers with the right card etc.

From their point of view I can see the justification that they need to offer an incentive to gain loyalty, upgrades don't really cost anything because the seat was vacant, giving access to a lounge only costs a few nibbles and a newspaper etc.

If however the only reason for having the facilities on this scale is to provide room for the upgrading the justification begins to look a little shaky.

Mostly for the flier its win win, as you gain something you haven't paid for (generally it seems that an employer has paid), and it removes them from cattle class.

This all works though against the normal business principle that the loyalty of one company to another is rewarded by lower prices.


User currently offlineAY104 From Canada, joined Nov 2005, 505 posts, RR: 6
Reply 24, posted (7 years 11 months 5 days 22 hours ago) and read 4144 times:

Yes, it creates loyalty, albeit on a very superficial level. People who have the most miles on a particular carrier, are of course trying to increase mileage. Often very little has to do with level of service, which is what loyalty should be based on. Unfortunately, this is a very different world and industry than 25 years ago, when loyalty was indeed based on service.
Cheers,
AY104



The only thing a customer should expect for his/her loyalty is good service
25 WestJetYQQ : Yes On the other hand, many people are Already loyal to a certain Airline. They would just collect frequent flyer miles on that airline. My 2 cents
26 Post contains images LHRjc : Yes, it definitely keeps me loyal. But only to a certain extent. I am BA Silver and have been for several years. But I know that I'm never going to ma
27 Post contains images Jacobin777 : I answered your survey... I have an AA loyalty because it gets me seats which I otherwise wouldn't be able to get, and that to me is very important..
28 Baron95 : No FF Programs don't generate any loyalty. Airlines just have them because they enjoy the complexity and extra expense they represent.
29 Post contains images Birdwatching : OK, so I'm the first one to say no? I fly around a lot, domestically and over the pond, but being the airline geek I am I'd never fly with the same ai
30 Analog : YES. I buy most of my own flights, so price is important. However, since most airlines typically charge almost the same $$$ for advance purchase fares
31 Toulouse : Just did your questionnaire. Good luck with the project!
32 OA260 : Yes I am Star Alliance Gold for the past 5 years now and I always book a Star carrier even if its slightly more expensive than a non Star carrier. If
33 Post contains images Copenhagenboy : I will say yes. I am an Eurobonus Silver SAS member, and if you are flying longhaul, let us say 2 or 3 times a year it makes sence. Well it is not the
34 ANother : Did the questionaire, but didn't add my e-mail address. It doesn't serve the purpose stated. While I trust your intentions I don't really believe that
35 Kunta67 : I would definitely say yes. I only started travelling the past couple of years for business and last year I became a premier executive. Now when I tra
36 Aeroflot777 : My answer would be yes. I'm a SkyMiles and Aeroflot Bonus member. And I'm loyal to both DL and SU. I go out of my way to fly both carriers. In extreme
37 Highflyer44 : Thank you all for your opinion, suggestions and for filling in the survey. This is just the beginning of what is becoming a very interesting project a
38 Mayhem : As business flyers are the ones that tend to buy last minute tickets at any price, that's the sector they have to aim for. The budget of a company is
39 Tango-Bravo : To be entirely correct, the most accurate statement to describe the correlation between FF programs and airline loyalty would be to say that FF progr
40 9MMAR : I would love to participate in this survey. I am a member of MH's Enrich FFP. I fly them all the time and since they've partnered with several hotels
41 Post contains images ZKEOJ : In my case it is not so much *airline* loyalty, but *Alliance* loyalty. i have been UA Mielage Plus member for a few years now, have Star Alliance Gol
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