Qantas “It's a riddle wrapped in a mystery inside an enigma…” Winston Churchill used this phrase to describe a situation that was difficult to comprehend. Qantas rebooted its rewards program adding Classic Plus (Peak & Off Peak) flight redemptions. Its reported that many more flights have been added to its highly criticized rewards program, making flight redemption more accessible, but not without making a redemption more than twice as expensive. While the number of Classic flight redemptions will remain in place the two Peak and Off Peak Classic Plus categories result in any economy, premium economy or business class customer needing to earn many more well earned miles to simply get a preferred flight(s) redemption - particularly when Classic flights are already [fairly] impossible to redeem, forcing many travelers to redeem flights with family during the newly defined Classic Plus Peak Period. Qantas didn’t require any consumer research to inform the business it must extend more value to its frequent flyers [loyal customers] throught its rewards program. They were also failing many travelers with late departures, service and integrity issues. Having set up and ran a number of large loyalty reward programs, I truly understand the value a rewards program [must] deliver for a loyal customer, as the program is the revenue driver and customer voice of any service orientated business. From a customer perspective, ease of access, service recognition and simplicity are the most important factors. I believed Qantas [brand] may have missed a great opportunity to deliver real value as it seeks to regain the trust of the Australian/International travel community and its place as a world class airline. #qantas #rewards #qantasclub #qantasrewards #frequentflyer #loyaltyrewards #tourism #airlines #tourismaustralia #australiaairlines #jetstar https://lnkd.in/gSpnmV4S
Smoke and mirrors
Fully agree with you Kevin, all very valid points
Managing Editor at Inside Asian Gaming
9moGreat post Kevin. While it's a small positive that Qantas have added more seat options, the fact that they have further increased the points cost is madness. One of the biggest complaints with the current FF program is the extent to which Qantas has devalued their points. For the amount of points that would have taken you to Europe 15 years ago you'd bet lucky to get to Brisbane these days. Not to mention the state of some of their lounges and the gradual reduction in quality of F&B offerings. This really feels like it's papering the cracks.