January 17, 2007United Airlines love pain!
Filed Under: Interactive
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Hot on the heels of my post about United's decision to starve their coach customer on flights under 2 hours, I get an e-mail from the airline offering me 5,000 miles. They put it right in the subject header and in big bold type in the e-mail itself. Cool huh?
Actually it's 1,000 miles if I refer 4 people to join Mileage Plus. They even insult my intelligence by breaking it out: 250 x 4 = 1,000
The program continues by explaining that I only get my 5,000 miles if all 4 of the people I referred ends up flying a paid, qualifying roundtrip flight. (In case you're confused, I pasted the terms & conditions in the extended post below)
I'm preparing my elevator pitch now: hey trusted friend of mine, why not sign up for United's coooool frequent flyer program. They care sooooo much about you, they've even removed those unhealthy snacks.
Man, these guys need help....
TERMS AND CONDITIONS: Offer valid for Mileage Plus enrollment and paid, qualifying travel completed from January 10 through December 31, 2007. Sponsor may earn 250 miles once referral enrolls in Mileage Plus (up to four referrals) and an additional 1,000 miles after referral's first roundtrip flight on United, United Express or Ted (F, A, P, C, D, Z, Y, B, M, E, U, H, Q, V, W booking classes). Sponsor can earn a maximum of 5,000 miles. Referral receives 3,000 miles with Mileage Plus enrollment. Offer valid for qualifying, paid, published roundtrip fares. Offer not valid on the following fare types: United Economy® (S, T or L), Internet-only fares, companion, travel industry G class, contract, bulk, convention, tour conductor, children, family plan, government, group, military, senior citizen, student, youth, infant, tour basing, Round the World, Circle the Pacific, Visit USA or any nonpublished fares. Roundtrip travel is required. A roundtrip is defined as travel from an origin city to a destination city with return travel beginning in the outbound destination city back to the first origin city with all segments on United, United Express or Ted. Open jaw or circle trip itineraries do not qualify. E-Ticket® purchase is required. Valid only on flights operated by United, United Express and Ted and not on United-marketed code-share flights operated by other carriers. Referrals, who are not currently Mileage Plus members, may earn the bonus one time for a maximum of 3,000 bonus miles upon enrolling in the Mileage Plus program. To qualify for the bonus miles, enrollees must enroll in the Mileage Plus program within 30 days of the referral or by December 31, 2007, whichever comes earlier. Bonus is in addition to paid flight miles and any applicable elite and class-of-service bonuses. Qualifying flights must be credited to the Mileage Plus account in order to qualify for this offer. Offer not valid for employees of United, Mileage Plus or their affiliates. Bonus miles do not count toward elite status. Offer subject to change without notice. Other restrictions may apply. Miles accrued, awards issued and bonus miles are subject to the rules of the United Mileage Plus program. Please allow 6 to 8 weeks after completed qualifying activity for bonus miles to be posted to your Mileage Plus account. United, its subsidiaries, affiliates and agents are not responsible for any products and services of other participating companies and partners. The Mileage Plus Program, including accruals, awards and bonus miles offers, is subject to change without notice. Taxes and fees related to award travel are the responsibility of the passenger. United and Mileage Plus are registered service marks. For complete details about the Mileage Plus program, visit united.com/mileageplus. (MPG M07)
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Comments
domestic business travel has really sunk to new lows. just when you thought the most annoying thing was dealing with stone faced, emotionless automotrons who provide no value to the harried traveler (not to mention, hungry)- now you've got spam to contend with as well.
Posted by: Nick
Joe,
Having worked for Air Canada (United's Star Alliance partner) for 8 years, I have to say I'm not surprised.
For an industry that is supposed to be customer service centric, airlines are usually the worst in that area.
Air Canada has cut off meal service on ALL domestic flights. So imagine a 5 hr. flight from Toronto to Vancouver. You won't even get a meal (unless you pay) but maybe some peanuts.
AC can get away with it as there are not too many airlines in Canada but in the US it's a different story.
$650k in savings in the short term is going to get outpaced in the long term. It's like cutting your nose to spite you face.
Posted by: Sulemaan
So meal service issues aside, what a screwed up program. Making things "go viral" is about simplicity. These kinds of programs almost make it seem like they WANT you to not take them up on it.
I can imagine the marketing team in one room and the legal team in another.
First the marketing team comes up with an interesting idea and passes it to legal.
Second, legal strips out anything that might be remotely interesting in order to reduce risk to the theoritical zero.
Third, the design staff picks it up and says "How in the hell are we supposed to make this look intersting??"
Fourth, you get it in your inbox, mark as spam, and move on (or in this case laugh and point on the blog).
It's a tried and true method - why bother trying to change it?? :D
Posted by: Jake McKee
Since late 2005, I've been only about 15,000 miles from being a 1 million mile flier on United. (Million-mile fliers get lifetime Premier Exec status.) Given my normal travel, I should have racked up those miles in about two months during 2006. But I avoided United whenever I could, opting instead for JetBlue when the Blue could take me to and from my destination. There are some airlines that do get it. JetBlue is one of them.
Posted by: Shel Holtz
Why do you think Jet Blue "gets it"? How much of it is action versus brand perception vs conversation (word-of-mouth et al)?
Obviously the TV's are great (still bizarre why it's taken so long for others to follow) and the democratic nature as well (everyone treated equally)
But there's an x factor as well, isn't there? The question is how much of it is tangible/real versus intangible/perceived. Which doesn't make one less or more important than the other (considering perception is reality)
Posted by: jJ
You can find my answer here:
http://blog.holtz.com/index.php/roadweary/jetblue_my_new_best_friend/
Posted by: Shel Holtz











