Loyalty programs will need their program members again soon. These are the people who can be incentivized to fill seats and rooms. They’re the ones who will either be chased away by a program which treats them poorly during this challenging time, or lured away by a program who treats them well.
So I think it’s especially notable which programs are still expiring their members’ miles.
About a week and a half ago I wrote that if you must travel now, you should consider turning down the first class upgrade. There’s not much service or food to speak of, so you really just get a bigger seat. But first class is more full than coach. You’ll be more comfortable – and more socially distanced – by sitting in back and spreading out in your own row.
American Airlines has basically taken this approach and made it mandatory for their employees who as traveling as non-revenue passengers. “Nonrevs” can no longer fly first class on narrowbody aircraft.
United is extending everyone’s current elite status through January 31, 2021 and extending club memberships by 6 months as well as extending PlusPoints upgrades by 6 months that were set to expire through January 31, 2021.
They are also dropping requirements to earn status by 50%.
On Sunday I wrote that American Airlines was operating more flights out of Newark airport than United Airlines. That seemed insane, considering United’s major hub at the airport. With the coronavirus crisis limiting air travel generally, and the New York area the current epicenter of fighting the virus in the United States, continuing to operate even 15 flights from Newark hardly seemed to make sense for American.
It seems the Dallas-based carrier realizes this, and has pulled down its schedule from the three major U.S. airports to just 13 flights in total from April 7 through May 6.
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Delta was first out of the gate to extend current member elite status through January 2022.
United clearly had a status extension plan in the can, ready to go, and was just waiting to see if another airline forced their hand – because within hours, on a Sunday afternoon, United’s MileagePlus is also announcing a status extension.
While other hotels are closing, with no transient business, Swiss luxury hotel brand Le Bijou is setting up “quarantine apartments” based on what they’re learning about guests needs – in-room meals and COVID-19 testing, a private gym, access to medical care.
Le Bijou’s CEO says he noticed a drop off in three night bookings, but green shoots in the form of 14-day stays. He learned these were guests quarantining from the SARS-CoV-2 virus. And he realized there was an opportunity to stay in business by meeting guest needs. Some people are appalled.
The U.S. government is requiring airlines to follow the law and refund customers whose flights are cancelled and the International Air Transport Association is complaining.
Airlines are on the verge of being partially nationalized it shouldn’t come as any surprise they’re already viewing customers like taxpayers.
Everyone pauses in place and gets a do-over. That’s the message from Delta which announced an extension of elite status, club memberships, vouchers and more.
There’s a natural reason why Delta is first among U.S. airlines to do this – and an advantage they have in rollover qualifying miles that better positions them to still take advantage of their elite program when travel comes back.
For ‘at least’ the next three weeks United will operate a reduced schedule with only 17 flights from the New York area, including 15 from Newark. Today American Airlines is scheduled to operate more flights from Newark than United.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
