n late 2010 I needed to travel from Dallas to Sydney for a business meeting, so I booked a first-class ticket through Los Angeles on Qantas. The round-trip fare: $25,278, or about 10 times the price of a coach ticket. For that premium you?d expect flawless service. But I wasn?t a member of Qantas?s frequent-flier program (since I rarely fly that airline), and I quickly learned the challenges of being a rookie.
When I call American Airlines, where I have Executive Platinum status, I use a VIP line that?s answered instantly. But when I had a question about my Qantas connection at LAX, I waited on hold forever. Although the Qantas flights were spectacular, the experience was filled with subtle reminders that even though I?d paid a fare twice what most Qantas frequent fliers might spend in a year, I couldn?t access basic services offered to ?elite? members. Rewards are based on the wrong metric. The cadence is too slow. We over-reward the top 2%. Read and Learn before you consider a loyalty program ??? Note from the Networking Advocate: Be sure to read some of the comments.
Source: http://eventscalendarinfo.com/why-loyalty-programs-alienate-great-customers-by-hal-brierley/
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