After loyalty program changes, airlines brace for Million Miler march

by Christopher Elliott on February 12, 2013

vapor trail

If you don’t like some of the recent changes to your airline loyalty program, talk to Mike Croswell. He’s a United Airlines “Million Miler” who assumed that his three decades of devotion to the airline would be reciprocated after he stopped being a frequent flier.

He assumed wrong.

“The money I spent chasing Million Mile status is without a doubt the poorest investment of my career,” says Croswell, who lives in Aspen, Colo., and joined United’s frequent-flier program, MileagePlus, in 1983. “I have zero benefits that were promised to me.”

Million Milers are, as the name suggests, air travelers who have given their long-term loyalty to one airline. In exchange for flying a million miles, they’re typically offered lifetime “elite” status that includes access to upgrades, preferred treatment and other perks reserved for an airline’s top customers. But as airlines begin to aggressively restructure their frequent-flier programs, some veteran air travelers who have retired but were depending on the benefits they worked for while they were still frequent fliers have found that their airlines are no longer treating them like the valued customers they thought they were.

Croswell says that his benefits have evaporated since United’s merger with Continental. Gone are many of the upgrades and other perks, and his boarding pass doesn’t even note his “Million Miler” status anymore. “Imagine putting money in a savings account, and the day you go to redeem the promised return, they say, ‘Sorry, we changed the rules. Your money is worth nothing now,’ ” he says. “I feel betrayed.”

United Airlines did not respond directly to Croswell’s criticisms and would not provide a representative of its MileagePlus program for an interview. But Charles Hobart, a spokesman for the airline, said that United’s loyalty program is “very generous to customers who have been loyal to us in the past.”

He added, “Our program is very generous to customers who currently and consistently reward us with their business, and we think it makes sense to reward our most frequent fliers.”

In other words, if you continue showing your loyalty to United by flying on it, the airline will continue to reward you with benefits. Stop flying, and the rewards may not be as magnanimous.

One reason United isn’t talking is that it’s the subject of a lawsuit brought by another Million Miler. George Lagen, a Chicago-based frequent flier, sued United in May after the airline reduced his elite status. United has tried to get the case thrown out, claiming that it has the right to modify its frequent-flier program, but in late January, a federal judge refused to dismiss the case.

Lagen’s case is one of several lawsuits against United resulting from changes that occurred after it merged with Continental Airlines and began trimming the benefits of its combined frequent-flier program. But the Million Miler dustup is the most closely watched, not just among frequent travelers but also within the airline industry. Although incremental devaluations of frequent-flier programs aren’t unusual, this marks the first time that a major airline has made such dramatic downgrades for its most established customers. If United prevails in court, it will almost certainly embolden other airlines to take similar steps.

Actually, it may have already done that, at least in the minds of frequent travelers. A new survey by Deloitte suggests that airline loyalty programs are eroding and on the “decline.” Only 55 percent of air travelers consider loyalty programs of “high importance” when choosing an airline, the study found. Since this is the first study of its kind, there are no previous numbers to compare it with. But a conversation with others with “lifetime” elite status fills in some of the missing detail.

For airlines and their customers, it’s a damned-if-you-do, damned-if-you-don’t scenario. Take one of the programs with relatively generous rewards, even for its longtime customers. These have become so watered down that they are “useless,” to hear passengers such as Paul Lewis, a Denver-based consultant who lives in Santiago, Chile, talk about it.

Lewis is a lifetime “gold”-level elite on American Airlines, which he manages to get upgraded to platinum status because he still travels frequently. But he says that his gold status is almost meaningless, because American has swelled the ranks of its elites by making it too easy to reach that level. As a result, snagging an upgrade is nearly impossible, because there are too many other golds competing for a business-class seat.

Even so, platinum status is barely enough to keep him loyal. If he slipped back to gold for some reason, he says he’d be out the door, “lifetime status or not.”

For some, even lifetime platinum status doesn’t cut it. Don Domina, a retired sales vice president for a construction equipment manufacturer in St. Louis, was awarded lifetime platinum status on American Airlines, but he has still stopped giving his business to the airline, in part because he’s retired and in part because the benefits aren’t what he’d been led to believe they were when he became a frequent flier on American. “I did get a call from American wondering where I had gone,” he said, adding, “There is no love.”

The solution? Cut benefits so that the most deserving frequent fliers get the special treatment they deserve. United tried to do that when it merged its loyalty program with Continental’s, and Delta has announced similar changes starting next year, when it plans to tie its elite levels with the amount of money passengers spend. But that provokes a different kind of backlash.

Jonathan Yarmis, a technology analyst based in New York, is a United Million Miler and a lifetime gold-level flier. Though he gets upgraded from time to time because of his status, he says that scoring one of the better seats is “rare.” I asked him whether he still felt appreciated after the recent changes. Not really, he said. Unless you’re at the top of the elite-level ladder, “you’re just not worth that much.”

It doesn’t seem to matter if an airline keeps its elite levels easy to maintain for Million Milers or, for that matter, the mileage opportunists who manage to collect rewards without darkening the door of an aircraft; or if the airline starts to cut its programs in order to make its top-tier customers happy. Too many loyal travelers say that they feel burned.

Croswell, who as a United Airlines 1K member in 1996 was once asked to give up the first-class seat from London to Washington that he’d been upgraded to for a Million Miler, and gladly did it because he says he knew that one day “my time would come” to be recognized, is done playing the loyalty game.

“I’m still flying,” he says. “But not on United.”

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  • Bill

    clearly when these frequent flyer programs emerged 30+ years ago nobody ever thought million miler status would ever be obtained by many people. but here i am at 40 and a million miler – and i have a good 50 years of travel ahead of me. the system simply cannot continue to support the mass numbers of million milers in the future – and quite frankly, why should they? customers have already received what they paid for in obtaining this status – they were transported from A to B and they received the perks while actively flying. these customers are wanting something for free – and i do not want my upgrade given to someone who flies only once a year because he/she flew a lot in the past under more generous rules. all of these customers were given notice of changes, and all of these customers knew from the very beginning that frequent flyer programs can be changed with or without notice. if programs do not evolve over time, we are stuck in the past. the result of these lawsuits is that frequent flyer programs as we know them may one day be a thing of the past….and that would be a shame.

  • TonyA_says

    It also might be interesting to note that since capacity (seat) utilization is way up in the 80′s (some at or past 90) percent; then how will all these folks upgrade or get awards? Is there any (non-rev) space left for them?

  • MikeABQ

    So what I’m reading is that these “million milers” profiled above still want all their perks even though they are no longer flying as much as they once did? I don’t get it. Did they think the merry-go-round was never gonna stop? The one man would be right in that his efforts to get “lifetime gold” or whatever was something of a bad investment. I have to agree with Bill that the airlines didn’t anticipate this many “million milers” when FF programs were introduced 30 years ago, nor did the airlines foresee how many people would learn to manipulate the system to obtain “status” by actually flying very little. (And in the interest of full disclosure, I am guilty of this myself.) These guys are whining that during their business travelling days they banked miles and clawed their way up the status ladder thinking the airline would reward them in retirement. Well … surprise! Didn’t work out that way, did it? The rules clearly state that the airline can change the rules at any time. No matter how much anyone flies their are not going to get to keep their “status” ad infinitum, and if they think otherwise they are foolish.

  • margaret kelley

    I was really unhappy to find out last United flight that even though I am a gold level flyer, all someone has to do is buy a Explorer credit card with United and they board in group 1…not 2. I flew 50,000 miles made connections I didn’t want to make in order to achieve my level??? I should have just gotten a new credit card!

  • Bill

    i believe explorer credit card holders have joined group 2 not group 1 – that happened after the collapse from seven boarding groups to five – they have been clumped with silvers for awhile. i agree credit card loyalty means more than elite status loyalty – and that has become the backbone of the frequent flyer program – miles that are sold to credit card companies. that is part of the reason award tickets are so hard to get – i know plenty of people who charge $50K+ a year and fly only once or twice a year – they are not helping the bottom line, yet somehow the miles sold to the credit card companies are making a different. rest assured as a gold though you get the slim possibility of an upgrade unlike the credit card holder – and you also get the international lounge access and 50% bonus miles. but i agree – the perks afforded to credit card holders make the lower elite levels not even worth it anymore – unless you can be platinum or 1K, why bother anymore?

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