Opinion
The fury of the frequent flyer
Airline loyalty programs have tested customer patience and now face government probes. They won’t be nearly as lucrative in the future if customers end up loathing the associated airlines.
Brooke MastersHell hath no fury like an airline frequent flyer scorned.
When Delta Air Lines revamped its SkyMiles program last year, prioritising dollars spent rather than miles flown when handing out upgrades, lounge access and other perks, users lit up social media with their ire. “Stinking odorous sack of scheisse”, was one particularly pungent comment.
Financial Times
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