I got notice that my frequent flyer status was revoked e.g. I have been demoted because “I didn’t quite meet the criteria this year to retain my status”.
First of all: with countries going bust, people dying in the Middle East and the lousy Amsterdam weather, that is the very least of my concerns.
Secondly, If you hadn’t froze like rabbits in the headlights at the first snow, cancelling 4 Club World intercontinental flights in December (becoming unreachable and refusing to refund any inconvenience), I would not have chosen alternative carriers since then (while sitting on nearly half a million BA miles and generally being very satisfied with BA’s core services).
The point of loyalty programs is the retention of customers. You may have come to believe that failing your “annual exam” is an effective loyalty stimulus, but where I come from, retention is about authentically influencing the choice customers have, with benefits that matter.
My needs are very simple: I do not like crowded check in lines, I do appreciate a nice lounge and like to get from A to B smoothly, with streched legs and without hassle. You might want to give the following reality a minute of your thought: For all of those, we the customers, have alternative options of -at least- comparable quality.
Fly safe,
Rob Captijn
Amsterdam
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