Magazine

Comments From Freddie Award Voters [May 2007 Issue]

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Of those who voted, over 75,000 generously took a few minutes to complete a profile and add comments. Here are some of the highlights:

Program of the Year
Qatar Airways has improved so much in the last two years to now be the airline of first choice.

It remains surprising to me how great a lead Starwood maintains over other hotel frequent guest programs -- and I say this as someone who prefers several of the other chains simply as hotels. The other chains don't even seem to be trying to compete with Starwood on their rewards programs.

I am extremely satisfied with Starwood's Preferred Guest program. And I am looking forward for my family to continue traveling with the SPG hassle free way of vacationing forever!

Starwood has, again, rated #1 for me this year. After spending over 250 nights at Starwood properties around the world this year, I am happy to say that I have already booked my stays (again over 250 nights) for almost all of this coming year. While no one is perfect, Starwood included, they do step up and make amends when they goof up!

I can't say enough good things about InterContinental Priority Club Rewards. I get great service, great offers, great deals, and all of my questions answered immediately. Whenever there is an InterContinental Hotel where I'm traveling, you can bet I'll be staying there.

The InterContinental program is without doubt the best, for years I was a Starwood man, but no more. They are slipping badly and what was once the elite of the elite is now cast in the past.

I will always choose Alaska Airlines. It is overall the best airline I have ever used. I have had very few problems that weren't solved quickly and efficiently by their well trained employees.

Southwest Airlines has by far the best system and the most comfortable planes and friendly employees I have met in my 35 plus years of travel, both on business and pleasure.

Choice Hotels has the best program I've experienced in 40 years of travel. Last year I was in a Choice Hotel over 150 nights.

Virgin Blue Velocity is a great program due to its simplicity.

The Air Berlin Top Bonus program is the most efficient program, because you don't have any extra cost like taxes, fuel surcharge, etc. by redeeming your miles.

I think that KLM and Lufthansa are the best airlines that offer a good relation between prices and benefits.

Etihad Guest program and Gulf Air Frequent flyer are the best in their region.

Best Elite Level
Frontier is my airline of choice for short-haul travel. Frontier would be even better if they offered first class service.

I hate, hate, hate, the cash surcharge for overseas upgrade on an otherwise empty cabin, as a Gold/Platinum flyer.

Would like to see more specific recognition of Elite
(Gold/Diamond) cardholders, particularly in the hotel industry.

The focus for most airlines is to reward the elite members, when it is most often the standard members who keep the airline in the air. How about lowering qualification for subsequent years, following qualification for elite status?

Singapore Airlines, while no doubt is one of the best airlines, is also one of the worst frequent flyer programs from the view of elite members who fly only economy class.

Best Award
Air France/KLM is my choice although they have room for improvement. Before the merger, Air France offered duo awards on many destinations outside Europe and at present time, there are fewer and fewer and none on KLM flights.

I think most airlines charge too many points for European flights. The miles required for an upgrade could be a lot less.

Reality is, you get very little reward from anybody, unless you stay many times at a particular hotel chain.

American Airlines is easily the most customer friendly airline. They allow you to hold an award ticket for up to two weeks even if the points to be used aren't yet in your frequent flyer account. They allow a free stopover either within the U.S. or internationally as well as open jaws. They make it easy to love them.

Best Bonus Promotion
With the advent of airline reward consolidation (Oneworld, Star Alliance) it is nice to know I can earn points without flying the actual airline with whom I am affiliated.

I have earned several free tickets from Alaska Airlines, and they represent the best promotions in the airline industry.

For me the best opportunity to collect bonus miles is
Lufthansa's "Member gets Member" promotion. Hope they will increase the number of the miles rewarded for each new member.

I would like EVA Air and American Express to become partners and offer extra bonus miles when charging an EVA flight to my American Express card.

Best Affinity Credit Card
American Express Membership Rewards -- best deal out there -- air & accommodations AND shopping awards all in one!

Most programs would benefit from a credit card relationship with an Australian based card.

SAA Voyager has further enhanced service by offering both the Visa and American Express Voyager credit cards. Such convenience to users!

I would have applied for the Alaska credit card if there had not been an annual fee. I applied for the United credit card and was awarded miles and they do not charge a fee for the first year.

Since acquiring my Gold Voyager credit card my life has become so simple and easy to manage AND I get rewarded for it.

Best Award Redemption
Every time I have tried to use my Delta miles I have been told it is a blackout date, or no more seats, or something else... Very frustrating when we are Silver and we are never able to use the miles for one reason or another.

It is extremely difficult to redeem airline awards for free flights at reduced levels. Most airlines now require twice the amount of miles for unrestricted redemption.

It is most annoying when you save up miles hoping to get a free flight and by the time you have enough miles, your airline has increased the points needed for your flight.

Continental OnePass has lost all its value. As they make it impossible to get the easiest of 25,000 mile award even nine months out. I stopped flying them for this reason.

Delta needs to offer more SkySaver flights.
Many frequent flyers I know (including me) are more inclined to get hotel points, rather than miles these days, since they seem to be a much better deal. With airline miles, there are so few seats available when you need them; it's not worth the trouble anymore.

Priority Club would be better with more retail options for redeeming reward points.

Best Customer Service
It is shameful that a lot of customer service people do not know what programs and services their companies are offering at a particular time.

I continue to receive excellent service from United Airlines. My only suggestion is to improve their automated answering recognition. I have an unusual last name and having to go through this system is a waste of valuable time.

United is the most generous in terms of miles, but the in-flight service needs major improvements.

Thank you to Virgin Blue for this year's flying experience. They were on time and had helpful friendly staff. It will be my pleasure to fly them again in the future.

My family tries to fly Midwest Airlines whenever possible because of their "down home" friendly service.

US Airways has the best flights and prices around along with excellent customer service.

Greater co-operation should be established between multiple flying partners -- like the recent Star Alliance program -- where more flexible membership reward programs can encourage greater benefits for service providers and customers.

Love the in-seat entertainment at Frontier as well as the service.
Best Member Communications
I constantly receive updates, promotions and communications from Delta.

Midwest Airlines Miles program sends out frequent communications on new services, promotions codes and fares. They are very helpful and easy to work with. The product is superior and service is excellent.

Regular communication, monthly statement of miles and continuous effort to upgrade and update its members makes Jet Airways my airline of choice.

The Starwood Preferred Guest Program is exceptional in every way. Easy to redeem points. Great communication and service.

Southwest Airlines is utterly amazing in its communication capability. It is able to keep one informed daily and on a timely basis. The DING program makes one enthusiastic to travel!

Best Web Site
South African Airways' Web site is always crashing!

US Airways has the worst and slowest Web site. It is inconceivable that more than a year after the AWA/US Airways merger they still do not have it together (and even at the airport there are two separate systems).

Some of the programs are so complex that the Web self-service becomes ineffective for the user.

Hyatt offers the most generous reward program and its redemption program is easy to execute via its Web site.

Delta's Web page is very user friendly and they have the friendliest, most helpful ticket agents of all the airlines.

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