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Will California’s New Privacy Law Require American Airlines to Tell You Your Eagle Rating?

american airline plane
Nov 05 2019

Here’s how American Airlines scores its customers. American Airlines has a system called Helix that it uses to tell employees when to go ‘above and beyond’ for a customer. It’s used by reservations, agents at the airport, customer relations, baggage services and others as a way to know when it’s ok to spend more on a customer.

The goal of the system is to accommodate high value customers who are at risk of defecting to a competitor. Helix will display an Eagle ranking from 1-5 for each customer. This ranking is updated each day and depends on a combination of revenue and how badly you’ve been treated by the airline. You’re only going to get special treatment if your ranking is 3 or higher.

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How Much Hyatt Pays Hotels When You Redeem Points for Free Nights

Nov 05 2019

A hotel program books your room on points. They take the liability on their books for your point balance, and use it to pay the hotel.

Since hotels are mostly independently owned, they need to get real cash from the chain for your stay. Hotels actually benefit by filling unsold rooms with reward night guests, getting revenue from the loyalty program for a room that would have sat empty.

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