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For
airlines, that 20 percent comprises business travelers, business
travelers and, yes, more business travelers. Road warriors fly
often; and they are much more likely to purchase high-priced
unrestricted tickets than their leisure-travel counterparts.
And it
is for them -- to gain and maintain their loyalty, and to
sustain the disproportionate profits they generate -- that the
airlines have created elite tiers within their frequent flyer
programs.
In the
loyalty programs of most large carriers, entry-level elite
status is earned for flying 25,000 miles during a calendar year.
Higher status can be attained by earning 50,000 and 100,000
miles.
To
make elite status worth striving for, the airlines reward those
who qualify with extra miles, allowing them to earn free tickets
faster. But the biggest payoff for the road-weary has been the
upgrades and expedited services that help mitigate the
discomfort of intensive travel.
With
the airlines opening the doors to more elite members, and
cutting back on the very rewards most prized by frequent flyers,
elite status is losing its luster.
Elite status
is easier to achieve
While elite status
remains out of reach for most, it's a much less exclusive club
than it once was.
Since
the advent and proliferation of global airline alliances,
members of most major programs have been able to elevate their
status by flying not just on the host carrier but on a network
of affiliated airlines as well.
And
with no end in sight to the financial turmoil roiling the
industry, airlines increasingly have been yielding to the
temptation to play fast and loose with elite status, featuring
it as an incentive in limited-time promotions.
United, which is trying to regain profitability and emerge from
Chapter 11 bankruptcy, is offering Mileage Plus members who use
their Mileage Plus Visa credit cards to charge airline tickets
on united.com one elite-qualifying mile for every dollar
charged, up to 5,000 miles, through Dec. 31, 2005. (Normally,
credit card miles don't count toward elite qualification.) And
in February, United used the lure of instant elite status to
sell prepaid travel cards, conferring Premier status on those
pre-paying for $5,000 in tickets, Premier Exec status for
$10,000 and 1K status for $20,000.
It's
not only bankrupt carriers which are leveraging the allure of
elite.
America West is offering Gold elite status to FlightFund members
who fly six America West first-class roundtrips, and Silver
status for three first-class roundtrips.
And
Delta recently reduced from 100,000 to 75,000 the number of
miles required to reach its highest elite level.
Elite perks
are harder to come by
Meanwhile, the industry
is undergoing a pricing evolution, if not a revolution, led by
Delta's newly introduced SimpliFares. A key feature of the new
ticket prices is a cap on first-class fares, making the comfy
seats up front significantly more affordable. With more
travelers purchasing first-class tickets, elite upgrades will be
fewer and farther between.
Adding
to the availability crunch is the industry-wide trend toward
reducing first-class capacity. Example: Continental is in the
process of reconfiguring its 737-500s, reducing first-class
seating from 10 to eight and increasing coach seats from 94 to
106. When complete, the change will amount to a 20 percent
reduction in first-class seats over 18 percent of Continental's
fleet.
Together with the decrease in first-class fares, which can only
increase demand for paid tickets, the elimination of already
scarce first-class seats can only be bad news for elite program
members who have been promised "unlimited, complimentary
upgrades."
Elsewhere, the airlines' ability to direct their best customers
to expedited security-clearance lines will be eroded later this
year if, as expected, a national registered travel program is
implemented, giving flyers willing to undergo a background check
access to those same priority lines through airport security
checkpoints.
Devalued
elite faces uncertain future
As more airlines continue
making elite status easier to achieve, demand for elite perks
can only escalate, even as the supply of desirable benefits is
decreasing. That disconnect spells trouble for both the
airlines, which rely upon elite status to keep their most
profitable customers from taking their business elsewhere, and
for travelers themselves, who have come to value and expect a
higher level of service in return for their patronage.
With
the devaluation of elite status, is it worth pursuing?
There's no easy answer. But until the airlines revamp the
benefits package reserved for their best customers, there's less
reason than ever to be slavishly loyal to a single carrier. |