Airline Loyalty Programs and Frequent Flyer Services Questions and Answers Flashcards

A passenger holding a Silver tier status requests an upgrade to first class. Seats are available. What factor most influences upgrade priority?

Answer: Elite status tier, fare class, and check-in time

Upgrade priority is typically determined by elite status tier, the fare class purchased, and the time of check-in, with higher-tier members upgraded first.

What does the term 'mileage run' mean in the context of airline loyalty programs?

Answer: A flight taken primarily to accumulate miles or maintain elite status rather than for travel purposes

A mileage run is a trip taken specifically to earn miles or elite qualifying miles near the end of a qualification period, often to maintain or achieve elite status.

Which document or identifier does a customer need to ensure miles are credited to their account when booking a ticket?

Answer: Frequent flyer membership number

A passenger must provide their frequent flyer membership number at booking or check-in so the airline can credit the earned miles to the correct account.

A customer booked a ticket but forgot to add their frequent flyer number before flying. What should a customer service agent advise them to do?

Answer: Submit a retroactive mileage credit request, usually within a set window after the flight

Most airlines allow members to submit a retroactive mileage credit request within a specified period (often 6–12 months) after the flight date.

What is a 'co-branded credit card' in the context of airline loyalty programs?

Answer: A credit card issued jointly by an airline and a bank that earns airline miles on purchases

A co-branded credit card is issued through a partnership between an airline and a bank, allowing cardholders to earn airline miles on everyday non-travel purchases.

Elite qualifying miles (EQMs) differ from redeemable miles in what key way?

Answer: EQMs are used to attain or maintain elite status and generally cannot be redeemed for awards

Elite qualifying miles count toward earning or maintaining elite status tiers but cannot be used to redeem for award tickets or upgrades.

A member calls to redeem miles for a flight and is told the route requires a fuel surcharge in addition to the miles. What should the agent explain?

Answer: Some airlines pass fuel surcharges or carrier-imposed fees through to award ticket redemptions

Many airlines collect carrier-imposed surcharges (YQ fees) even on award tickets, meaning passengers may pay cash fees in addition to miles for some routes.