A restaurant component can be an important part of an airline loyalty program. (Image of InterContinental LA Downtown: Chris McGinnis)
The more ways that members can earn and spend points/miles, the happier they are, says the latest J.D. Power and Associates survey on frequent flyer programs.
It also ranked JetBlue’s program in the top spot, Delta’s in the middle of the pack, and American’s & United’s nearly tied at the bottom of satisfaction levels.
This is somewhat surprising to be because Delta usually takes so much heat for its parsimonious SkyMiles program. Most frequent travelers agree that Delta is probably the best airline, but it has the worst loyalty program due to its stinginess. Maybe this survey shows that that’s changing. On the other hand, United is usually cited as not such a great airline, but that can be overlooked by its relatively generous Mileage Plus program. What do you think? Comments below, please!
Anyway, based on the J.D. Power 1,000-point satisfaction scale, the 2017 survey determined that the satisfaction level among frequent flyer program members rises most significantly when they can earn rewards in restaurants. They also favor earning points for merchandise for car rentals.
According to Michael Taylor, head of J.D. Power’s travel surveys, “Flexibility in how miles are redeemed is valued by members. After all, if you win a pie-eating contest, you may want to be rewarded with something besides another pie.”
Source: J.D. Power and Associates
Programs that give their members a “lowest price guarantee” earn a big premium in customer satisfaction levels, the company said, while waiver of same-day change fees adds slightly fewer satisfaction points.
One of the more obvious findings of the survey is that elite-level loyalty members are more satisfied (814 points) with their programs than general members (744). Elite members are also more likely than general members to be “promoters” of their preferred airline brand (59 percent vs. 49 percent).
JetBlue’s TrueBlue program took top honors in the 2017 survey. (Image: JetBlue)
Likewise, members who are offered bonus points/miles show a gain of 52 points in satisfaction levels, but those who have had some problem with their mileage program show a 99-point drop. And the study found that mileage programs can be complicated, with just 52 percent of respondents saying they completely understand the redemption process for their points/miles.
The 2017 survey, conducted in September, was based on responses from 3,387 airline loyalty program members.
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Louie says
November 20, 2017 at 3:55 pmI’m a Mileage Plan member and am pretty happy w/ Alaska’s redemption program.
Redemption is quite straightforward and there are a plethora of global airlines once can choose from (British, Emirates, Cathay, to name a few)…
The low fare calendar makes it easy to see, at a glance, what the best opts are whether it’s premium economy or first class.
I like that I earn miles based on distance rather than amount spent and there isn’t a dollar amount requirement, unlike the big 3.
Allegro761 says
November 16, 2017 at 1:17 pmOne has to wonder if a survey of only 3,387 responses is even relevant. Just what percentage of total airline loyalty program members are included. Furthermore, how does this break down by airline and whether they are frequent flyers and elite members or just infrequent flyers.
Photoncounter says
November 16, 2017 at 10:52 amDo surveys affect your purchasing decisions? Not me. I don’t believe polls, surveys or “Best” lists as many are biased by the people publishing them. Some people are absolutely brand loyal regardless of cost or perks while others hunt for travel bargains and just want the experience.
JetBlue shows up number one on this list. It’s also number one in delayed, cancelled flights at my home airport. Nice planes if they fly on time.
Christian says
November 15, 2017 at 10:05 pmView From The Wing showed some substantial flaws in the JD Power hotel survey. For instance, the hotel loyalty survey didn’t even consider elite benefits as being worth asking about. Now, they won’t even let people know how they’re doing the survey on this one. This just sounds like they’re not doing a very good job, IMO.
badger_prof says
November 15, 2017 at 4:53 pmJust curious: if JD Power does not release its methodology, how did you learn that they are unreliable? Is there some information somewhere that shows that? I am just getting ready to answer a rather lengthy JD Power survey about my car. If there is evidence that their results are unreliable, I would decline to participate. Thanks.
Christian says
November 15, 2017 at 12:42 pmJD Powers surveys are extremely unreliable. In this poll, for instance, they refuse to release their methodology according to VFTW, so there’s no way to verify the results. Just trust them, I guess.