Good tidings. News of passenger revolts to the daily brew of new fees and add-ons by the airlines has traveled to the top and the airline gods were listening. Most airlines have tested the pain threshold of their passengers and found that air warriors have a limit to what they will endure.
U.S. Airways and Delta are the latest to realize they have gone too far and are pulling in their horns on some recent, unpopular, new fees and rule changes.
For U.S. Airways the tipping point for customers was the frequent-flier perks that were eliminated earlier this year. “Never mind.” U.S. Air announced last week the return of bonus miles and minimum mileage per flight (500 miles) for the top frequent fliers. Retroactive too. The airline also relented in the face of competition from Delta and will restore the 500-mile-per-flight for passengers flying US Airways Shuttle.
For Delta, the pain threshold for fliers was a new plan to charge fees up to $25 for reserving certain window, aisle and exit-row seats. Once again, the people spoke, or in Delta’s case, it was their SkyMiles Medallion members who protested en masse. Delta relented and returned to their original “preferred seating system” allowing Medallion members to book any preferred seat for free. There are a few details to work out after the Northwest merger as Northwest is retaining its “Coach Choice program” which means they’re charging you to cherry pick the best seats. I agree, a little confusing for the moment.
Delta and US Airways are not the only big airlines to relent in the face of angry customers. Continental, United and Air Canada have also rescinded unpopular rules and fees in the wake of fliers’ protests. Remember the absolute outrage of United’s frequent fliers when the airline instituted a new program to charge for meals in business class on domestic flights.
I’ve witnessed firsthand how important those special perks are to the frequent fliers. After being loyal to an airline, through thick and thin, to be rewarded with special privileges is very important when it comes to measuring loyalty. Obviously those points for booking miles are viewed as a reward for suffering through yet another flight.
I once knew a businessman who flew round trip to L.A. from Atlanta on New Year’s Eve just to push his air miles into Delta’s Medallion category for the ensuing year. He landed in L.A. and got on the next plane home. He got his perks for the next year but at the price of making his wife really mad for not taking her out on New Year’s Eve.
Frequent fliers have their priorities.
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