canyonwalker: Planes, Trains, and Automobiles. Travel! (planes trains and automobiles)
canyonwalker ([personal profile] canyonwalker) wrote 2023-01-11 11:51 pm (UTC)

Re: Envying your program status

Elite status with airlines does help during IRROPS (industry term for Irregular Operations) though not as much as you seem to be thinking. The main benefit of having status when there are widespread delays or cancellations is faster access to customer service to find alternatives. Many programs have dedicated CS numbers for elites to call. The wait times are shorter, and the staff are more highly skilled.

...At least that's how it was several years ago. In recent years many companies have cut their specialist CS teams so now the elite 1-800 number routes to the same offshore team everyone talks to, with the only difference being that they begin the call by saying, "Thank you for being a Beryllium Elite member, Mr. Walker!"

Even when the CS team is elite focused there's only so much they can do. They can't make another aircraft appear. They can't rebook you to an already full flight. You're on the same footing as everyone else... maybe just closer to the front of the waiting line.

For an example of how little status can matter during IRROPS see my blog entry "Flying Trainwreck. Sleeping At The Airport" from a few months ago.

Oh, and hotel status means pretty much zero for IRROPS. Hilton does have a "Diamond Guarantee" that a Diamond can always reserve a room even if the hotel is fully booked— but that's only for reservations made 72 hours or more in advance. When it's late at night and you're scrambling for a place to stay, they're not going to walk someone to make room for you instead.

And when you do have a reservation but can't get there because you're 1000 miles away due to a canceled flight or missed connection— as happened when I sat up overnight at a Chicago airport while holding a hotel reservation in Florida— the elite membership desk at the franchise company can only ask the general manager at a specific hotel to refund your money. IME it's way less than 50/50 that works anymore.


Post a comment in response:

This account has disabled anonymous posting.
If you don't have an account you can create one now.
HTML doesn't work in the subject.
More info about formatting