Nearly 50% of frequent flyers still don’t know how to earn or redeem miles
This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.
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.
Want to see more tips, news and guides like this one? Sign up for our daily newsletter.
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.
Welcome to The Points Guy!
WELCOME OFFER: 80,000 Points
TPG'S BONUS VALUATION*: $1,650
CARD HIGHLIGHTS: 2X points on all travel and dining, points transferrable to over a dozen travel partners
*Bonus value is an estimated value calculated by TPG and not the card issuer. View our latest valuations here.
- Earn 80,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,000 when you redeem through Chase Ultimate Rewards®. Plus earn up to $50 in statement credits towards grocery store purchases within your first year of account opening.
- Earn 2X points on dining including eligible delivery services, takeout and dining out and travel. Plus, earn 1 point per dollar spent on all other purchases.
- Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards®. For example, 80,000 points are worth $1,000 toward travel.
- With Pay Yourself Back℠, your points are worth 25% more during the current offer when you redeem them for statement credits against existing purchases in select, rotating categories.
- Get unlimited deliveries with a $0 delivery fee and reduced service fees on eligible orders over $12 for a minimum of one year with DashPass, DoorDash's subscription service. Activate by 12/31/21.
- Count on Trip Cancellation/Interruption Insurance, Auto Rental Collision Damage Waiver, Lost Luggage Insurance and more.
- Get up to $60 back on an eligible Peloton Digital or All-Access Membership through 12/31/2021, and get full access to their workout library through the Peloton app, including cardio, running, strength, yoga, and more. Take classes using a phone, tablet, or TV. No fitness equipment is required.