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Nearly Half of Airline Loyalty Program Members Still Don’t Know How to Redeem Rewards, J.D. Power Finds

November 6, 2019 GMT
Nearly Half of Airline Loyalty Program Members Still Don’t Know How to Redeem Rewards, J.D. Power Finds
Nearly Half of Airline Loyalty Program Members Still Don’t Know How to Redeem Rewards, J.D. Power Finds

COSTA MESA, Calif.--(BUSINESS WIRE)--Nov 6, 2019--

Many airline loyalty programs are failing to deliver on their intended purpose because members do not understand how to redeem the awards they accumulate. According to the J.D. Power 2019 Airline Loyalty Program Satisfaction Study℠ released today, nearly half (45%) of program members say they do not understand how to redeem their miles and/or points. This lack of understanding has a significant negative effect on overall customer satisfaction.

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(Graphic: Business Wire)

“This is the third year in a row that we’ve seen airline loyalty program customer satisfaction hampered by a widespread lack of understanding of how to extract the most value from the programs,” said Michael Taylor, Travel Intelligence Lead at J.D. Power. “Many airlines are evaluating the success of their loyalty programs based on dollars spent by travelers rather than on miles flown. That’s a significant shift away from rewarding frequent travelers and toward rewarding high spenders.”

Following are some key findings of the 2019 study:

The 2019 Airline Loyalty Program Satisfaction Study measures member satisfaction with airline rewards and loyalty programs based on four factors (in order of importance): earning and redeeming rewards (34%); program benefits (27%); account management (24%); and member communication (15%). The study is based on 3,188 responses from rewards program members and was fielded in August-September 2019.

Study Rankings

JetBlue Airways TrueBlue, with a score of 821, ranks highest in overall member satisfaction for a third consecutive year. Southwest Airlines Rapid Rewards (812) ranks second and Alaska Airlines Mileage Plan (810) ranks third.

To learn more about the Airline Loyalty Program Satisfaction Study, visit http://www.jdpower.com/business/resource/us-airline-loyalty-program-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2019215.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.

About J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info

View source version on businesswire.com:https://www.businesswire.com/news/home/20191106005133/en/

CONTACT: Media Relations Contacts

Geno Effler, J.D. Power; Costa Mesa, Calif.; 714-621-6224;media.relations@jdpa.com

John Roderick; St. James, N.Y.; 631-584-2200;john@jroderick.com

KEYWORD: UNITED STATES NORTH AMERICA CALIFORNIA

INDUSTRY KEYWORD: OTHER TRAVEL TRANSPORTATION TRAVEL

SOURCE: J.D. Power

Copyright Business Wire 2019.

PUB: 11/06/2019 08:00 AM/DISC: 11/06/2019 08:01 AM

http://www.businesswire.com/news/home/20191106005133/en