AWARD

How dumb does Delta think you are?

Frequent flyer points are like a drug. There, I said it. We are all addicted.

Ask anyone who travels if they don’t, in some way, collect their “drug” of choice. For me, my fix has always been Delta SkyMiles. I know the program inside and out and better than most of the people who work for the airline in any capacity or position.
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Are loyalty programs worth belonging to?

Aleksandar/Shutterstock
Aleksandar/Shutterstock
It’s time to question one of the most basic tenets of travel: Everyone should participate in an airline loyalty program.

A tectonic shift in the world of travel rewards is forcing passengers to reconsider their allegiances — or whether it’s worth being loyal at all. Given the already hopelessly convoluted nature of these programs, I’m surprised it took so long.

Frequent fliers have been hardest hit. In recent months, both Delta Air Lines and United Airlines revised their programs so that only the biggest spenders get the best perks. Soon, flying often won’t be enough to reach an airline’s coveted elite status. Expect more companies to follow.

Experienced travelers are taking a hard look at their loyalty portfolios. They don’t always like what they see.
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United Airlines holds plane so passenger can say goodbye to his dying mother

Kerry Drake’s mother was dying. She’d suffered from rheumatoid arthritis for decades and the drugs used to treat her condition had decimated her immune system. One morning his brother called him to say her time time had come.

Drake caught the next flight from San Francisco, where he works for the federal government, to Lubbock, Texas, via Houston.

“I knew this itinerary was a risk because the stopover in Houston was only about 40 minutes, and my connecting flight was the last flight to Lubbock that day,” he says. “But I needed to get there as soon as possible, so I took the risk.”
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Wenger snags first Elliott Award for Excellent Customer Service

Screen Shot 2013-02-25 at 6.04.09 PMToday I’m introducing the Elliott Award for Excellent Customer Service, a weekly shout-out to companies that go above and beyond the call of duty to help their customers. And I’m pleased to announce the first winner: luggage manufacturer Wenger.

Christopher Smith bought a Wenger Swiss Army Pegasus Backpack in 2009 from a Circuit City store that was about to be shuttered. The retailer had marked the bag, which lists for $99, down by 50 percent, making it a real bargain.
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