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Frequent
fliers are "frequently frustrated" when redeeming miles
according to the Safe Harbor Travelers Poll, an online survey
conducted by Safe Harbors Travel Group, Inc., a national leader
in travel management services.
More
than 1400 visitors to the Safe Harbors Travel Group Web site (www.SafeHarbors.com)
were asked about experiences redeeming frequent flier program
points. Only 15% of respondents said they received their "first
travel option" from the airlines, and only 23% said they
received their "second option."
"You
do not have to be a mathematician to identify another source of
frustration with airlines," said Jay Ellenby, president and
CEO of Safe Harbors Travel Group, "it's quite clear that
the 62% of survey respondents said their first or second choices
weren't being met. When frequent fliers become the frequently
frustrated, the very programs the airlines created to build and
reward loyalty may well be doing the exact opposite."
Mr.
Ellenby "believes it has become the norm - the unacceptable
norm - to see poor service and lack of attention to customers
by airlines. We hear from our customers that many of the low-cost
carriers have a much better grasp of what their passengers want
than do the better-known industry leaders."
"If
only 15% of our clients received their first choice from us, most
would probably look for another travel management company,"
said Ellenby. "I know I wouldn't continue to give business
to an unresponsive, so-called 'service' organization."
Ellenby
also said, "Just being dissatisfied with mileage redemption
options isn't the only hurdle facing the business traveler, the
most loyal users of an airline."
"With
a number of airlines in financial difficulty - some even filing
or re-filing for Chapter 11 protection - who can blame loyal customers
for asking what's going to happen to their miles? One of our clients
with some 800,000 miles in his Delta account, told me he 'doesn't
know' if the miles will ever get used because of doubts created
by the airline's fiscal problems."
Ellenby
said the current Safe Harbors Travelers Poll is a frequent flier
follow-up. "We're asking 'on which of these major airlines
(AirTran, American, Southwest and United) are you most successful
at redeeming frequent flyer points?' Look for the results soon."
About
Safe Harbors
Safe Harbors Travel Group, Inc. is one of North America's leading
corporate travel management services companies. Based in Baltimore,
Safe Harbors delivers 360° Travel Management - a comprehensive
suite of corporate travel services which include custom-tailored
travel management, online booking, air-charter, negotiated travel
contracts and leisure travel. Learn more at www.SafeHarbors.com.
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