Airline Loyalty Programs and Frequent Flyer Services Questions and Answers Flashcards
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What is the primary purpose of an airline frequent flyer program?
Answer: To reward repeat customers and encourage brand loyalty
Frequent flyer programs are designed to reward repeat customers with miles or points, encouraging them to continue choosing the same airline.
A customer asks how miles are typically earned in a frequent flyer program. Which of the following is the most common earning method?
Answer: Based on the fare class and distance flown
Most frequent flyer programs award miles based on the distance flown and the fare class purchased, with higher fare classes earning more miles per mile flown.
Which term describes the minimum number of miles or points required for a free award ticket in a loyalty program?
Answer: Award redemption level
Award redemption levels specify the number of miles or points a member must accumulate to redeem for a free flight or other award.
A passenger is a Gold status member. What differentiates elite status members from standard members in most airline loyalty programs?
Answer: Elite members receive a dedicated check-in line and priority boarding
Elite status members typically receive benefits such as dedicated check-in counters, priority boarding, bonus miles, and complimentary upgrades when available.
When a customer's frequent flyer miles are about to expire, what is the most appropriate action a customer service agent should advise?
Answer: Perform any qualifying account activity such as a flight, purchase, or partner transaction
Most programs require qualifying account activity—such as flying, shopping with a partner, or using a co-branded credit card—to extend the expiration of miles.
A customer wants to combine miles from two separate frequent flyer accounts. What is this process typically called?
Answer: Miles pooling or combining
Many airlines offer a miles pooling or household account feature that allows family members to combine miles into a single account for faster reward earning.
Which of the following is an example of a non-airline partner through which frequent flyer miles can typically be earned?
Answer: Hotel stays and car rentals
Airline loyalty programs commonly partner with hotels, car rental companies, and credit card companies, allowing members to earn miles on non-flight purchases.