www.errorplan.com I wrote a note, posted as letter of the day for January 24th that captures my thoughts, and the thoughts of many. While a contingent of FF's want more or the same for less (or free), it's clear that many of the "horror stories" detailed are about consistency and clarity of policy and procedures. Travellers have accepted the gradual decline of service 'ammenities' (remember those travel bags?, free booze?, flying slippers?) but what many travellers have never accepted is having to require the clarity of thought of a criminal trial lawyer to understand the multi-page 'reward charts' that airlines such as Air Canada impose. My letter indicates this clarity and single-minded purpose of a busines is a key success factor for airlines that this list also identifies as successful: Westjet, Southwest, Ryan Air, Virgin Express, Virgin Blue, Jet Blue etc. But alas, the 'rip-off' slant seems to capture the press' attention. Pity, the underlying problem is far more serious. Matthew -----Original Message----- >From: Roger James <ejames@escape.ca> >Reply-To: The Airline List <AIRLINE@LISTSERV.CUNY.EDU>, Roger >James <ejames@escape.ca> >To: AIRLINE@LISTSERV.CUNY.EDU >Subject: Aeroplan rethinks rewards changes >Date: Fri, 25 Jan 2002 00:49:17 -0600 > >Aeroplan rethinks rewards changes >Last Updated Thu Jan 24 14:46:04 2002 >TORONTO - Air Canada is reconsidering changes to its Aeroplan >rewards=20 program after a backlash from its customers. > >The carrier had indicated Wednesday it would make changes to benefits >for=20 >some of its Aeroplan members. That brought a mountain of criticism. >"We're= >=20 >reviewing and we'll make announcements about the program benefits in the=20 >very near future," says Laura Cooke, Air Canada's spokesperson. The=20 >program has become costly for the airline. There are seven million >Aeroplan= >=20 >members and Air Canada reserves 10 per cent of its seats for redemption by= >=20 >those members. >The airline issues about 2,400 reward tickets every day. > >"We're listening to our customers," says Cooke. "We want to continue >to=20 offer a program that is both meaningful and sustainable." The >only changes= =20 >under consideration, so far, concern "super elite" customers: >=B7 they'll only be able to get a frequent-flyer upgrade to business= >=20 >class 72 hours before a flight >=B7 they won't be able to use upgrade coupons for seat sales > >Cooke says changes are not planned for the majority of Aeroplan >customers=20 >and seat availability will remain the same. >Consumer groups say Air Canada is in a position to do whatever it wants,=20 >especially since the demise of discount carrier Canada 3000 last=20 >November. "There's no legislation to protect consumers on this. You >just=20 >have to go with the flow, unfortunately," says Harry Gow, head of >Transport= >=20 >2000, an advocacy group. > >There are few options for Canadians wanting to collect >frequent-flyer=20 points. Neither WestJet nor Air Transat has reward >programs. The other=20 option is to fly U.S. carriers where possible >or join Air Miles, the=20 frequent shopper program. Members can redeem >miles with a variety of=20 carriers. Business analysts say Air Canada >is just trying to be efficient. "What they're trying to avoid is a >reward traveller taking a seat that they= =20 >could sell to a paying passenger. That's a sensible move," says business=20 >professor Joe D'Cruz of the University of Toronto. > >Written by CBC News Online staff > [snip]