“loyalty” schemes – Do they Really Care?

I have been flying long-haul for over 25 years and have clocked up Millions of Miles with various carriers. It has traditionally been difficult to support one scheme, since most airlines were autonomous and these ‘One World’ like agreements were not around, however I have supported certain airlines very well. But this seems more and more to be a one way street, rather than a ‘One World aliance’.

On a certain US carrier, I have an oval on my frequent flyer card with “x-Million miles” in it, recognition of how many miles I have flown with them. However when taking my family to LA a year ago with this airline and having a ‘Executive Platinum’ (work it out) card, perhaps I could have expected some support from them when they lost our bags outward bound. No such luck, it took them over 3 days to return my bag and left us with only 2/3 of our belongings (we tend to split all our belongings ‘n’ ways over the amount of cases we carry, so that this increasing issue does not leave any one of the family with no clothes… When I called to complain – initialy not invoking my status – you would think I was the Tax Man… I was treated with near contempt, receiving a half hearted commitment to get my bag (identified as still in London) out to LA ‘when they could’ – perhaps on one of more than 3 flights from LHR to LAX per day??

I have since stopped using this airline and moved to United. Who are just now digging their heels in on a Customer Service issue that really should not have been an issue… So my question; do they really give a hoot who we are, and who we fly with? I for one don’t think they do… P. Froom (Berkshire)

I cannot be certain whether you are aiming to redeem air miles or BA Miles. These are different schemes http://www.airmiles.co.uk is a reward scheme like nectar, whereas BA Executive Club issues BA Miles which is a loyalty scheme; the response below assumes you are using BA Miles.

Though there are often restrictions on certain heavily travelled routes, it is often the case that airlines restrict certain award availability on routes they might otherewise be able to sell. This can be as simple as not permitting inbound redemptions on a Sunday night, to blocking entire routes (eg Sydney over Christmas).

Though I am a user of these schemes, I would rather an airline generated profits for re-investment in the premium products by selling seats and maintained the exclusivity of the premium cabins than gave away too many of their premium seats to mileage award redemptions.

Airlines in the US have been giving away premium cabin upgrades for years, and this is evident in the diminished on board product, especially in what passes for First Class domestically.

Having said that, I would persist on ba.com and calling, as you may find award availability opens up nearer the time. I have always been able to fly within a day of my preferred dates using miles, with about six months advanced notice.

As a BA Gold Card holder (which surely you must be with all those miles) you can normally call up and they will find you an economy redemption on most services; though naturally this is a very poor use of miles.

As a rule, it is always best to ensure there is availability for upgrading before you finalise your booking.

You have hit upon the ideal strategy to keep your miles topped up – upgrading from WT+ to Club World is excellent value and allows you to earn back many of the miles you spent on the upgrade in the first place.

This is particularly valuable if you are a Silver or Gold card holder as the 25% and 50% bonuses respectively can mean an effectively free upgrade from WT+ on longer routes such as NCE-LAX, for just 25,000 BA miles round trip.

Starting your trip in mainland Europe is especially good value.

I am perplexed that you cannot find availability in February 2009 to Hong Kong – there seems plenty of availability in both Club and FIRST on that route; though that assumes you are flying from London; perhaps you are originating elsewhere and it is those sectors which are causing the problem?

It would cost you 240,000 BA Miles to fly both of you LHR-HKG return in FIRST and just 160,000 in http://www.newclubworld.com if you were in possession of a BA Amex card 2 for 1 voucher, which might be an alternative option.

Apart from considering changing the days you fly slightly, you could consider redeeming a full reward in FIRST, where there is usually more availability, vary the cabin (eg outbound in F, return in J), or see if one of BA’s oneworld partners such as Cathay Pacific have availability on this route for the dates you require.

With some flexibility, I am certain you will be able to get to HKG using your BA Miles.

Finally, if all else fails you could try http://www.oasishongkong.com with returns from LGW in business class from £1300 including taxes.

This does not suprise me.
Like many others, my Choice has been stretched across Star Alliance for Long Haul, & KLM/Sky team within Europe.

Trying to book an on line award on the KLM Award Miles site just, any date i put in states “Not Available”. No problems…i use the calender they display, showing all the other avialable dates within 2 months…

BUT, none of them are available either!!! Air France managing KLM as a brand, has not been great for the Flying Dutchman program, all centred in rance, no more feeling of the KLM Brand, or great Customer Relations they had. Phoning costs us, & the responses are unhelpful & i dont find them courteous, constructive, just argumentative!
I really have noticed a difference in how we are regarded, even as a previous Platinum, now Gold member. They wont even send out luggage tags these days!
SA, its almost impossible these days to get a flight out of Europe on TG or SQ, & totally impossible into Sydney. I fly here several times a year.

A contact in SQ, has informed me that SQ have blocked awards to SA on the A380 services, & “sort of” on the 773 services out of Europe etc with the new SQ 1-2-1 layout in Raffles & suites in 1st.

Having said that, yes they are all full with revenue customers..

Interestingly. Eihad Airways (where i am Silver at the moment), cant seem to do enough! There are prompt responses to queries, polite constructive, helpful, & they are as a whole refreshing in their approach in all aspects.
They are of course, a young airline but boutique in style, & they want our business, so they make an effort. Perhaps like a young professional starting out on the career ladder, they make greater effort, enthuse the challenges, & seek to complete their task to the optimum to get on.

Pehaps we should start to re-consider our memberships, & go out of the Large alliances where possible, & stay with a smaller group or “An”Airline, here n there if your travel allows this.
I really think & feel the same, these Membership groups are huge, impersonal, value us less, need us less than in previous years. As individiuals, i think we have to look after our own interests, & my business goes to Etihad where Eastwards & Australasia, & i remain with KLM for Europe etc.

We will remain one voice in Hundreds of millions of members, unless we make a move & new choice. I have made mine. My Gold SA is over.

sirwolfie I really think you should just be a bit patient and see what opens up in the coming weeks, and keep checking ba.com regularly.

Fancy a jaunt to HKG for Easter?

Plenty of availability right now – in fact on these dates I can get Club World award availability on all three flights:

Outbound – Friday 21 March 2008
dep 18:40 21 Mar
arr 14:40 22 Mar
Heathrow (London) to Hong Kong BA0025
British Airways Club World

Inbound – Monday 24 March 2008
dep 01:10 24 Mar
arr 06:20 24 Mar
Hong Kong Heathrow (London) BA0028
British Airways Club World

160,000BA Miles plus £215.82 tax

There are absolutely definitely seats being made available in all cabins on these services, and by varying dates, avoiding peak holiday periods, combining classes or simply waiting a few weeks for award availability to open up I have absolute confidence that you will be able to use your BA Miles to get where you want to go.

Incidentally, there is still quite a bit of last minute availability for Club flights to SFO San Francisco for Easter, as well.

Ah, now I think see your problem.

You are saying that although there is award seat availability visible online at http://www.ba.com, you are not able to book those seats online, and when you call they are faced with a similar problem?

My suggestion; call back and get an agent who knows what they are doing.

If award availability is showing I have never come across a situation where it cannot be booked. Your probably just got a duff agent.

My only possible confusion is if you can see seats for *sale* and yet cannot redeem an award on the very same flights.

This is because the “buckets” of seats are allocated to different fare codes; fully flex, semi flex, non flex and award booking. And as mentioned above not all flights have award buckets available.

Award bookings book into the same bucket as MFU Miles for Upgrade tickets; so whether a full redemption award or an MFU you need to go online via your online tool in your Exec Club Account and look up the dates to see award availability.

If it’s there, on the dates, class and flights you need, then I cannot see any reason why it should not be released to you online; call up and escalate it if you cannot get resolution to this issue, and don’t take no for an answer!

Plenty of online sites like http://www.flyertalk.com where BA lurkers will themselves be able to assist you if you still have no joy booking.

Good luck! 🙂

Update; I did eventually manage to get through to an operator who knew what he was talking about and who came across as very contentious about his job. I have now managed to book my flights on the day and at the time I wanted.

Yes, you are correct, it should read conscientious.

I have to say however, that trying to upgrade using BA miles has not been an easy or pleasant experience. It took me 3 attempts before I was able to talk to an agent who knew what they were doing. The two previous agents both stated similar explanations as to why I could not upgrade, despite availability being shown online.

Perhaps BA needs to reinforce its procedures/policy for BA miles customers to its agents.