Even through free tickets and hotel stays trumps cheap airplane tickets, cheap vacation packages, and discount hotel rooms, few things upset travelers more than finding out after the fact that they have lost their travel loyalty points.
Changes in loyalty programs tend to be negative and because they are often buried in small print surprising. In 2007 most of the major airlines reduced the lifespan of the miles in their programs for inactive members from three years to either two years or 18 months.
Program participants who have not been flying recently and were not aware of their airlines policy change notices are finding that their account balances are now zero. Carriers claim that they legally satisfied their obligation to notify members of their new rules. However, given the large number of frequent fliers who have seen their miles vanish, the airlines communications efforts were not very effective.
Another thing people participating in loyalty programs have to watch closely is frequently changing partners participating in any given program. Late in 09 Continental left the SkyTeam airline alliance, which includes Delta, and moved to the Star Alliance, which includes United. Customers who had loyally flown on Continental to build up miles hoping to take a vacation with a SkyTeam alliance member were abruptly out of luck.
Loyalty members also have to watch for increases in the number of points or miles need to redeem awards. On January 15th of this year Hilton changed its award program and effectively devalued its Hilton HHonors points by 20%.
The best strategy that loyalty members can employ is to pay close attention to their program rules and changes and act quickly based on the most up to date information. Another smart tip is to do your best to earn as many points as possible in a single loyalty program so that it is easier to keep up with that programs changes over time.
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