It's Not Your Imagination: The Airlines Really Do Suck

At FrequentFlier.com, we're continually taking the pulse of the public's sentiment toward travel generally and toward the airlines in particular. But our resources are limited.

We are on the receiving end of a considerable amount of feedback from our readers, some of which appears in the "Reader Rants & Raves" section of this newsletter. But that's hardly a solid basis for definitively assessing public opinion.

And the FrequentFlier Polls allow us to seek feedback on specific issues of current concern. But are those results scientifically valid? Hardly.

So we're always interested in the results of polls or surveys conducted by organizations which have the wherewithal to generate results that are statistically meaningful. One such effort is the American Customer Satisfaction Index (ACSI), the University of Michigan's ranking of industry sectors and individual companies according to their success in meeting the expectations of their customers.

How did the airlines fare in the most recent survey? Dismally. The airline industry overall had its worst showing since 2001, coming in one rung above the lowest-ranked industry, cable TV. Southwest did best, with United claiming last place. According to the survey summary: "United is now the lowest scoring airline by a substantial margin and is in fact, one of the lowest scoring companies measured by the ACSI." Delta beat United by two points.

So if you were wondering whether you were the only one who felt that the travel experience had deteriorated in recent years, consider your grumbling validated.

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FrequentFlier Forum Topics

As always, there's plenty of activity on the FrequentFlier Forum.

In the "Airline Programs" Forum, AbbyG has her sights set on New Zealand: "Does anyone know of any airline other than Air New Zealand that flies from the U.S. to New Zealand and allows a stopover in Fiji? I have a lot of Alaska miles, a lot of Starpoints, and some Delta miles to work with.

"I have been looking into Air New Zealand's frequent flyer program. I can transfer the Starpoints into their program, but don't have enough for two tickets; any suggestions for ways that I can earn more miles? Do you know if they have a U.S. based credit card?"

Also in the "Airline Programs" Forum, Becky wants to use her Northwest miles for an award trip to Italy: "My husband and I are planning a trip to Italy next May and want to use NW FF miles on Alitalia, one of their partners. I already know I have to call NW because Alitalia awards are not on the NWA website. I can easily book far in advance. I would like to hear from someone who has actually booked Alitalia using NW FF miles. Were there award seats available the traditional 331 days in advance? At the 50,000 mile level? Can you book the outbound flight 331 days in advance and then book the return flight 3 weeks or so later when it becomes available?"

Questions, answers? Post them to the Forum!

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American Launches Redesigned Mileage Mall

Effective today, the AAdvantage eShopping mall has a new look and feel. But what's truly noteworthy is the site's new functionality. In particular, AAdvantage members can now set up personal accounts, designate "favorite" merchants, and (taking a page from Amazon.com's playbook) review their previous shopping and award history. Another step forward: more robust search, which displays available products from multiple vendors.

To promote the new site, AAdvantage members can earn up to 1,000 bonus miles when shopping at the mall from May 15 through June 14. New site users earn 500 bonus miles when they spend $150 or more; returning site users earn 1,000 bonus miles when they spend $500 or more.

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Dining Mile Bonus from Continental

Through December 31, OnePass members will earn a 500-mile bonus for their first qualifying dine of $20 or more completed within 30 days after establishing a new online OnePass Dining ID and password.

Bonus is only available to those who have not set up a OnePass Dining login prior to May 1, 2007. Registration is required.

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Delta Offers Enrollment Bonus

Delta is offering bonus miles for newly enrolled SkyMiles members who are also members of the Starwood program.

Between May 8 and June 30, Starwood Preferred Guest members will receive 4,000 bonus miles when establishing new SkyMiles accounts.

(There's a similar offer circulating for Hilton HHonors participants, but it's targeted to select members only.)

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Earn More Delta Miles for Shopping

Between April 13 and June 17, SkyMiles members can earn bonus miles when shopping at any SkyMilesShopping.com merchant.

There's a bonus of 1,000 miles for total purchases of $500 or more during the promotion period, 700 bonus miles for purchases of at least $350, and 300 miles for $250 or more.

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Frontier Offers Freddie Bonus

To promote the recent success of its EarlyReturns program (it won "Program of the Year" and "Best Award" at the Freddies), Frontier is offering members a 1,000 mile bonus for every ticket purchased at FrontierAirlines.com between May 7 and June 14, for travel through November 14.

Registration is required.

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Northwest and China Air Will Link FFPs

As part of a comprehensive marketing agreement, Northwest and China Airlines will begin reciprocal frequent flyer program participation beginning on August 1.

With the tie-up in place, Northwest WorldPerks members will be able to earn and redeem miles on all China Airlines-operated flights. And members of China's program will be able to earn and redeem on Northwest flights.

In addition, Northwest WorldClubs members and World Business Class customers will have access to China's airport lounges, and China Air's Dynasty Lounge members will have access to NWA WorldClubs when traveling on Northwest.

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Deal Alert from SmarterTravel.com

1) London Fares on British Airways from $472

British Airways is offering London sale fares and two free nights' hotel from $492 roundtrip. You can save an additional $20 by registering on British Airways' website.

Travel at the lowest prices is valid Mondays through Wednesdays from September 6 through October 24, though travel from May 28 through September 5 is available at higher rates. Book tickets at least seven days in advance, and by May 24.

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2) JetBlue Offers $50 Off Fall Flights

JetBlue is offering $50 off fall flights when you book a roundtrip spring flight for travel in May or June. You must register for the promotion and sign up for JetBlue's TrueBlue frequent flyer program to take advantage of the offer.

Spring flights must be booked by June 1 for travel through June 15. Fall flights eligible for the discount must take place between September 5 and October 31.

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Win a Cruise for 2 to Mexico or the Caribbean

Through June 10, enter Harrah's "Set Sail Dream Cruise" sweepstakes for a chance to win a four-night/five-day Royal Caribbean cruise for two to Mexico or the Caribbean. Other prizes include luggage sets and spa bags.

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[Visit http://frequentflier.com/sweeps.htm for more travel sweepstakes.]

Feedback from the Frontlines of Travel

"Since Delta and Alaska are partner airlines, is it possible to combine miles from each mileage program for an award ticket?" [Kelli]

[FrequentFlier.com replies - In a word: No. Or at least not directly. While Delta is a partner in Alaska's program, and vice versa, miles earned in one program cannot be exchanged between the two programs. If you're desperate, you could use Points.com to transfer Alaska miles into Delta's program (but not the reverse). But the exchange rate is terrible: 10,000 Alaska miles convert to only 869 Delta miles.

For more on transfer options, see this article on FrequentFlier.com.]

The following are in response to Al's comments in last week's "Rants & Raves" section.

"LaGuardia Airport in New York has a staffed U.S. Post Office in the Central Terminal Building (Pre-Security)." [Gil Weinstein - Port Authority of NY& NJ, Manager Concessions, LaGuardia Airport]

"Sorry, but you missed the boat on the airport post office information. PIT has a post office on site -- ostensibly for the employees, but anyone can use it." [RicoWrite]

"I just wanted to reply to the rants and raves about the post office in the airports. Atlanta Airport has a U.S. post office right before you go through security. It looks nice too, although I have never used it." [Michael L.]

Until next week...