On Travel Loyalty Programs – United’s Kind Gesture, Plus Others

Travel Loyalty Programs

In the process of bogging myself down in the points and travel hobby for over 25 years, I enjoy a surprise now and then.  It’s a delicate balance, setting my expectations at just the right low level while also holding optimism for truly delightful travel experiences.  I’ve found overdoing one of those items can unnecessarily skew the other, resulting in disappointment or disengagement.  But occassionally, travel loyalty programs do surprise me for the better.  Today, I’m reflecting on a recent resolution and a few other thoughtful gestures.  Sometimes, the small things end up meaning something bigger.

Travel Loyalty Programs Come Through

United Makes It Right

I recently wrote about a United first class breakfast I found comically unsatisfactory.  It certainly didn’t seem up to the standard of what the airline claims on its website.  I reported my experience to United, and they ended up getting back to me faster than I expected.  More importantly, the rep seemed to take my feedback seriously.  She acknowledged my disappointment and proactively added 7.5k miles to each of our MileagePlus accounts.  The rep caveated that meal offerings can vary based on operational considerations.

The gesture meant more to me than the miles.  We prioritize booking United with Travel Bank currently and have no immediate plans to use these miles.  But United’s simple effort here to resolve the situation has left me feeling better about the airline.

A Note From the Flight Crew

I was giddy enough recently when an American Airlines upgrade came through for two of us headed back home on the east coast from DFW.  Complimentary upgrades are the best benefit to holding airline status these days, and I cherish each of them.  They seem to be more of an endangered species with Delta and United more than American – not that things are all peachy with that last one.  Again, I was satisfied just to be upgraded again on this not-exactly-short flight.  But as we approached our seats, I noticed a small card on mine.

In the note, the purser and crew thanked me for my continued loyalty as an Executive Platinum member, among other frilly statements.  While some don’t care for smoke being blown, I don’t mind it at all.  I actually value it.  That small amount of extra effort means something to me, especially during these increasingly-homogenized travel experiences from the bigger providers.  These small gestures tower over the lack of such from others.

A Genuine Club Host

We absolutely loved the Westin Club at the Anaheim Resort.  All lounge workers thoughtfully provided service.  But one individual manning the welcome desk stood out to me.  Why?  It was a series of gestures, actually – with me and others.  On our first trip to the lounge, he shook my hand and looked me in the eyes as he welcomed us.  He did the same when we saw him on future visits, adding another touch – calling us by name.  Plus, I noticed he extended this thoughtfulness equally to other guests he encountered

On one occasion, while we enjoyed breakfast or hors d’oeuvres (I forget which), a little girl (maybe five or six) accidentally dropped a glass.  It shattered everywhere, the kind of thing you promptly, loudly hear before seeing.  The little one broke down, and her dad began comforting her.  The lounge desk rep came over ready to assist with clean-up, simultaneously consoling the little one.  His cheery, light comments as he cleaned brought levity to the situation.

He brought that positivity throughout the lounge, as he made conversation and offered assistance without being too clingy.  His actions spoke to me, exuding a level care that I don’t often see in the travel industry – at least, not at the level of providers I primarily experience.

Conclusion

Again, these are relatively small gestures.  But I’ve found that they can often mean everything.  We increasingly live in a world where competence is quaint.  So when people do what’s expected, and maybe just above, I’m generally delighted.  Meanwhile, it also seems admitting a mistake is perceived as a weakness now more than ever.  Personally, I consider the ability to do so a strength more than the opposite.

How we treat each other matters.  Strive to live the golden rule and be fulfilled.