The world’s most influential frequent flyer gives iloho the low-down on the golden rules of airline reward programmes, how to survive a long-haul flight in economy and the best way to bag an upgrade.
Air miles used to equal free tickets, but in recent months Delta, American Airlines and US Airways have all started imposing extra booking costs upon frequent flyers looking to redeem their miles for tickets. Is joining an airline loyalty programme really worth it anymore?
This is a difficult question to answer because most of the members of these programs view these changes with a lot of emotion. While the industry has certainly added booking costs to frequent flyer awards, I sincerely doubt it means the end of the industry. In reality, without some of these extra fees at this point in time, it may mean the end of the airline and I don’t think anyone really wants to see that happen. In the past 18 months we have seen 8 airlines go out of business, 7 of them had frequent flyer programs and in all situations, all members of these 7 programs lost all their miles and all their awards. So, perhaps the industry doesn’t need to look for revenue sources to get through the unexpected run up in oil, but the facts seem to indicate the alternative doesn’t do anyone any good. And really, members still have choices. Not all programs have instituted these fees so if you don’t like them, you can move your business to another program.
Are frequent flyer programs worth it? Well, the number of new enrollments seems to indicate that the programs are still growing. And as for the worth for existing members? Worldwide, the industry gave away nearly 50 million free tickets last year – so someone is still reaping the benefits if not you.
Amid rising oil prices, can we expect to see airlines hiking up the number of miles loyalty members need to redeem tickets?
Unfortunately I am the bearer of bad news. While we have seen an unprecedented increase in various award charts over the past 5 years (at least two major increases), the basic first level flight awards have not changed, although they are more difficult to get and redeem. If, and this is a big IF, oil prices can settle down to near US$100 a barrel or below, I think the worst has passed. Now, if oil continues to see-saw and rise, then unfortunately I do see another round of increases, perhaps drastic enough to effect the long heralded 25,000-mile level. As for the real bad news – even when oil retreats I don’t see mileage levels falling. I see fees disappearing, but the current award charts are likely here to stay.
Do you expect to see people trading in their co-branded airline credit cards for co-branded hotel ones, e.g. Starwood’s American Express card, so that they can redeem awards without any hidden catches?
Probably not. The mention of the Starwood American Express credit card is just such an example. While widely noted as one of the best, if not the best, credit card for the frequent flyer, it still has quite a small membership base compared to the really big airline programs. Unfortunately the value of that card, which I strongly think will be highly increased soon, is known mostly among the “insiders,” like the travelers reading this answer. Most members of a loyalty program do not know enough to compare and change either their programs or their credit card choices.
I must point out that the credit card wars will soon be on us when the credit crisis extends around the world, which will mean fewer increases in spending limits for card holders and even some cancelled cards for missing payments vs. grace periods in the past.
While credit cards remain the #1 way to earn miles without flying anywhere in the world, the decision process for most frequent flyers in choosing the best card for them remains relatively unresearched.
What are your top tips for surviving a long-haul flight in economy class?
There are a few things I concentrate on for long haul in economy and I’m pretty familiar with it. Exercise, hibernation and comfort. Now, before I offer any tips, understand that long ago this became the manner in which I went to work. For some readers, that will not apply. For instance, is this your first time to an international destination? No matter what I say, you’ll be too excited to get where you are going, much as I was years ago. But alas now, for me, it’s similar to catching a cab. But that doesn’t mean that travel is boring, it just means I’ve gone from the excitement of the journey to the destination!
So, first of all, I don’t do exercises during the flight as is often suggested. I’m sure that is valuable for some, but for me, I do all my exercise before the flight. Days before, I get in some extra basketball, extra miles on the mountain bike or just a really, really long walk. Once on board, I consider it similar to a night’s rest and don’t typically get up in the middle of the night to walk the hallway stretching. Might be good for some, but for me, it’s all about hibernation. I don’t want to talk, walk or watch, I just want to close my eyes and wake up somewhere else.
So, how to I get to this premature dream stage? Comfortable surroundings. I always, and I mean always only wear Nike when flying. The DryFit stuff works for me to stay very comfortable no matter what the cabin temps are. All stretch fabric – no belts, no jeans, no cotton shirts, just plain athletic wear. Next rule, clean socks and no shoes when flying anywhere. As soon as I see the airport outside the window start to move, the shoes are off. And over the years I have gained new admiration for small pillows. Beg, borrow or buy, but a small pillow goes a long way to getting comfortable. And, no matter what I’ve said in the past, those who carry around those neck pillows are not sissies. Those pillows are the perfect thing for long haul in economy.
And I don’t eat. I call it my airline diet, but hibernation means just that, hibernation. So I go right to my comfort zone at take-off and hope that the flight attendants remember to tuck a landing card somewhere on me, while I’m preparing for landing.
And finally, though it ranks near the start, I will have downed a healthy bottle of water before I get comfortable and that’s about all there is for me to survive 6-16 hours in economy.
What do you make of the news that Emirates is going to provide showers on board its new A380s? Now they’ve upped the ante, what more in-flight innovations can we expect?
Good question because these types of innovations are the same type of progress we saw when Virgin Atlantic Airways and Richard Branson began – moving the experience of the passenger forward. Massages in Upper Class? This all starts with marketing and money. I think much of these types of innovations are driven by the aircraft size, certainly we do not see such innovations as showers in smaller regional jets. As well, Emirateshas a bit of an advantage in the funding of things like this, and of course they are the aggressive one, trying to wrestle market share from others.
There have been other innovations such as women’s-only bathrooms on aircraft and suites like in the Singapore Airlines A-300. Frankly I’m still waiting for the day when all airlines around the world will have moved to 180 degree, completely flat bed business class seats. In-flight innovations will move forward the most when we finally get HD-quality video on board. In the premium cabins, screen size has increased dramatically with some carriers, but the quality still lacks and that will likely be the next threshold for passengers.
Internet is also coming, but it can’t compete on the long haul the same way that movies and other entertainment does. I mean, do I really want to spend 10 hours catching up on email? Nice idea, but impractical for most. But, the industry does not lack imagination, only the funds, and given the current state of the overall industry, it looks like we’ll be waiting a bit longer for the future to fly us forward.
Do you offset your carbon emissions and, if so, how?
Actually I don’t. While I do believe that the human footprint is leaving a trace on the global climate, I just don’t know enough about this carbon footprint thing and am not usually one for rushing to something like this without actually studying it. I’m aware of the “trendy” intent and good of this concept, but again, I want to make such a decision for myself and not because others have made it for me.
I’m sure that over the next year I’ll have examined enough information to determine of this initiative is right for me, but in the meanwhile, I am aware of my role in this planet’s future.
What are the 3 things that you’ll never travel without?
- iPod. There is little doubt that at some point I will have to, or want to, ignore the sound of passengers or the airport around me. Music of all sorts makes them all go away.
- Books. There are few things in life and travel that relaxes me more than the written word and it would be rare for you to find me anywhere in the world without a few books and a few magazines.
- A sense of humor. Whether laughing at myself (why did I not realize that seat D on this flight was not an aisle but rather a middle seat?) or laughing at the humor of others (I’m not laughing at you, I’m laughing with you!), nothing grounds me more in life than to hear my and others sound of laughter.
Do you have any golden rules when it comes to mileage programmes – e.g. ways to accumulate points, programmes everyone should sign up for?
I like this question since it is usually the one that most members of loyalty programs don’t ask themselves until it’s too late. Over the years, I’ve found that these basic rules and effective tactics will get you to think about your approach to these programs and will allow you to have a plan. Remember, it’s all in the details:
1. Prioritize Your Goals: When was the last time you thought about what it is that you want from your frequent flyer scheme? With certain awards becoming overpriced for the infrequent flyer, it might be time to switch schemes. Both the British Midland and Lufthansa programs offer an assortment of low mileage awards. And, Lufthansaand SAS sponsor auctions that allow you to redeem your miles for such things as a dream vacation to the South Pacific with air and deluxe hotel, that is, if you can’t get the free seat you wanted. Before your membership can pay you large dividends you must first prioritize what it is you want. And then there is Virgin Blue from Australia which is coming at all this from a much different point-of-view for awards. Merchandise? Upgrades? Hawaii? All have different programs which would be best for you, so do yourself a favor and start by choosing what you want from a program.
2. Turn Award Redemption into a Plan: Since even your neighbors now belong to frequent flyer schemes, you must have a plan when considering using an award to a popular destination. The best plan is to know which days offer the best award travel opportunities – Best Days: Europe (Tuesday, Wednesday, Thursday), Asia (Tuesday, Wednesday, Thursday), To Florida (Monday, Tuesday, Wednesday), Hawaii (Tuesday, Wednesday, Thursday), Caribbean (Tuesday, Wednesday), Mexico (Tuesday, Wednesday), South America (Tuesday, Wednesday), Within the U.S. (Monday, Tuesday, Wednesday); Worst Days: Europe (Friday, Saturday, Sunday), Asia (Friday, Saturday, Sunday), To Florida (Friday, Sunday), Hawaii (Friday, Saturday, Sunday, Monday), Caribbean (Saturday, Sunday, Monday), Mexico (Friday, Saturday, Sunday), South America (Friday, Saturday, Sunday), Within the U.S. (Friday, Sunday). But free flights aren’t always the answer, check out the various other award offers the programmes have in store for members.
3. Set Realistic Deadlines: Most major airlines have miles that expire. Most customers wait too long to use these types of miles and run the risk of not being able to use them (no free seats available before they expire). Set up a calendar of what miles and awards you have earned and when they expire, never let miles go into the last three months that they are valid, you run the risk of changing plans and losing free travel.
4. Reward Yourself Frequently: Originally frequent flyer schemes were viewed as “Travel Savers,” awards you could save for a rainy day. These days with expiring miles and an ever increasing problem with award redemption, it might be wise to re-evaluate how you use your awards. Consider rewarding yourself often and keeping just enough miles to use as upgrades on your next paid vacation flight. With proper planning, it’s a better idea to purchase that ticket to France this summer and use those miles you have for weekend getaways.
5. Find A Scheme That Fits Your Travel Style: Merely joining a frequent traveler scheme doesn’t guarantee you a free trip; choosing the right one does. Many travelers simply join the first scheme that sticks an enrollment form in their hands, and then take years to earn anything of value. Then there are those travelers who boast about having miles in many different schemes. That’s fine if you have a plan and have prepared properly for those times when you were bumped off a flight or a hotel or car rental was sold out. But having miles in too many schemes can become a problem. The primary rule for any frequent traveler is to concentrate on a single scheme (but always be prepared to switch allegiance temporarily for the right promotion). This doesn’t mean you won’t belong to other schemes, but with many airlines “dating” their miles, you may find your scattered efforts have quietly expired. Except with a few airlines, you can no longer count on your miles being there until you want to use them. Getting the most from your frequent traveler schemes works best if you go out of your way to fly on a particular airline, stay at a particular hotel, or rent from a partner car rental company.
6. Find An Effective Solution For Earning More Miles: Most people do not realize that 30% – 60% of their total miles and points can come from scheme partners. Every time you travel and use a partner airline, hotel, or car rental company, you increase your chances of earning an award. But these days, miles come from sources far beyond the typical. For a partner example, on a flight from London to Madrid, you will earn apx. 1,600 miles (roundtrip) depending on your airline scheme. An affiliated hotel partner can add 500 bonus miles to that total, and a partner car rental can add another 250 bonus miles and of course that 400 Euro ticket on the credit card brings this total of non-flight miles to more than 70% of the flying miles. Using this method, you can simultaneously earn miles and points toward numerous separate awards during a single trip. These tie-ins aren’t limited to hotels and car rentals, but include affinity credit cards, telephone service, referrals, and more. When investigating scheme partners, look for those that allow points and miles to be earned without a flight or stay in conjunction. That way, even a casual stay at your local hotel for a special celebration will help you accumulate the miles and points necessary for your chosen awards. Another hotly debated topic is “double-dipping,” the practice of choosing a hotel partner of an airline that allows you to choose airline and hotel bonuses (think Hilton HHonors) was well as car rental in just one stay, rather than having to choose between airline and hotel points. Obviously, the scheme that doesn’t limit your choice will allow you to earn more credits toward free awards. For the infrequent flyer, or flyer who doesn’t fly often at a full fare, then you might look to finding out the best value of your expenses that could only be earning from spending on your credit card.
The secret to frequent flyer schemes is to make each action you take earn you miles, for those that pay attention to the details, the next trip is free.
Cashing in air miles for air tickets can be a tricky business, especially now that there are more and more cancelled and crowded flights. More often than not your preferred date is not available or you have to wait weeks for your ticket to be confirmed. Do you have any advice on how to avoid these pitfalls?
As in life, timing can be everything. There are a couple of things that can help you get the award you want — traveling mid-week (Tuesday-Thursday) can increase your chances about 30% to get an award. Most want to depart for weekend travel and that’s the bottleneck. Also, keep in mind that “NO” is really just the starting point, not the end of your award request.
When you hear “no”, you need to talk to a person in the award reservations desk to find out where the problem is. Usually with the hub-and-spoke system, the entire flight is not blacked out for you but rather a segment, and by chatting with someone, you can find out where the bottleneck is and then try to work around it with another routing or partner. This can add another 25% success to your award request.
And finally, roughly 20% of all awards booked are changed at some point in time, either cancelled (kids sick, or work came up, or something else) or changed to other dates, so try and take advantage of this phenomena by planning early enough so when nothing seems available you have time to call back at least twice a week to see if the award inventory has changed.
We’ve got to ask… What are your top tips for bagging an upgrade on a long-haul flight?
There’s really only one and it’s not about dressing nice, carrying flowers or complimenting the check-in desk staff. It’s all about research. Using tools to know which relative routing historically and in real-time routing has the best chances for an upgrade. Knowing partner availability also helps. For me, I fully understand that upgrades are all about what is available and I’ll often spend no more that 15-20 minutes looking at various routings toward my destination to determine which of 2-4 different ways offers the best chances for an upgrade. I study aircraft type (some have more upgrade seats to begin with than others), I study the airline (with various partners I know my miles and my choices offer many different choices, either to use my miles or to earn more miles) and I study the timing of my flight, such as, could I leave a day earlier to qualify for an upgrade? Or what about an open-jaw where I can get the upgrade to a city and return from another close-by city with just a small or short coach connection? For instance, recently on a trip in the U.S., I was able to snag an upgrade from Denver to New York, but nothing on the return so I routed myself in coach from New York to Philadelphia and then on to Denver (upgraded) with almost no connection time in Philadelphia.
It works for me and once you learn this type of upgrade method, you can get pretty fast at knowing where to look and which connections work best. For me, I’d much rather do this than grovel in front of all the other passengers at the check-in desk!
We’ve heard that you only ever travel in economy. In your opinion, who offers the best service at the back of the plane?
This really could be considered a tricky question since I typically zone myself out when traveling and really don’t notice much of anything. Now, having said that, for me they are all the same since I am only interested in legroom and will fight for that exit row seating, no matter the airline. I am a fan of any airline that has extended coach seating like United’s E+ and the Virgin and OpenSkies product to name a few. In defining “service” as “customer service”, I can truly say that there is not an airline I have ever flown that I have not had a pleasant experience on (it just comes with the odds of traveling so much)… But then again, there is not an airline I have ever flown that I have not had an unpleasant experience on. So, no matter the airline, I’m pretty neutral to them all.
Posted by ilohoblog 
Posted by ilohoblog 