Nearly 50% of frequent flyers still don’t know how to earn or redeem miles
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More than one year after J.D. Power released its 2018 survey results, it turns out that nearly half of all frequent flyers still have no idea how to earn or redeem their points and miles.
We’re betting the TPG audience is much better educated, but keep reading if you need help. It’s one of our primary missions at The Points Guy … to get you value for your hard-earned currency (of all kinds).
According to the 2019 results of the same study, 45% of airline loyalty program members reported that they don’t know how to redeem their miles for flights or other rewards. And approximately the same number of travelers weren’t even sure how to earn miles within their airline loyalty programs. (We aren’t talking about the wacky ones.) Ultimately, JetBlue Airways TrueBlue won again for the highest marks in customer satisfaction, slightly ahead of Southwest Airlines Rapid Rewards and Alaska Airlines Mileage Plan.
“This is the third year in a row that we’ve seen airline loyalty program customer satisfaction hampered by a widespread lack of understanding of how to extract the most value from the programs,” said Michael Taylor, J.D. Power’s travel intelligence lead.
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Here are the main reasons why travelers don’t find value in their loyalty programs, according to J.D. Power’s 2019 study:
- Travelers aren’t satisfied with loyalty programs that are difficult to understand.
- Travelers are loyal to brands that acknowledge them by name during the travel process.
- Travelers value perks that benefit their travel experience, such as discounts on airport ride services, waived fees for same-day flight changes and lowest price guarantees.
- Travelers appreciate brands with well-designed mobile apps.
Points and miles are a type of currency in the travel world. Each credit card issuer, airline and hotel has its own loyalty program, and the points or miles you can earn within each system carry a certain value, even if you don’t quite know how or where to use them. If you’re new to earning and spending points and miles, check out our TPG beginners’ guide for a full breakdown.
Featured photo by Getty Images.
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Earn 50,000 bonus miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new card in your first three months of card membership. Plus, earn up to $100 back in statement credits for eligible purchases at U.S. restaurants with your card within the first 3 months of membership.
With Status Boost™, earn 10,000 Medallion Qualification Miles (MQMs) after you spend $25,000 in purchases on your Card in a calendar year, up to two times per year getting you closer to Medallion Status. Earn 3X Miles on Delta purchases and purchases made directly with hotels, 2X Miles at restaurants and at U.S. supermarkets and earn 1X Mile on all other eligible purchases. Terms Apply.
- Earn 50,000 bonus miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new Card in your first 3 months.
- Plus, earn up to $100 back in statement credits for eligible purchases at US restaurants with your card within the first 3 months of membership.
- Accelerate your path to Medallion Status, with Status Boost®. Plus, in 2021 you can earn even more bonus Medallion® Qualification Miles (MQMs) to help you reach Medallion Status.
- Earn 3X Miles on Delta purchases and purchases made directly with hotels.
- Earn 2X Miles at restaurants worldwide, including takeout and delivery and at U.S. supermarkets.
- Earn 1X Miles on all other eligible purchases.
- Receive a Domestic Main Cabin round-trip companion certificate each year upon renewal of your Card. *Payment of the government imposed taxes and fees of no more than $75 for roundtrip domestic flights (for itineraries with up to four flight segments) is required. Baggage charges and other restrictions apply. See terms and conditions for details.
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