ACC Airline Loyalty Programs and Frequent Flyer Services Questions and Answers 1 — Questions and Answers
Question 1: What is the primary purpose of an airline frequent flyer program?
- To reduce ticket prices for all passengers
- To reward repeat customers and encourage brand loyalty (Correct answer)
- To streamline the check-in process
- To provide complimentary upgrades on every flight
Correct 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.
Question 2: A customer asks how miles are typically earned in a frequent flyer program. Which of the following is the most common earning method?
- Based on the number of stops on a flight
- Based on the fare class and distance flown (Correct answer)
- Based on the weight of checked baggage
- Based on the time of day the flight departs
Correct 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.
Question 3: Which term describes the minimum number of miles or points required for a free award ticket in a loyalty program?
- Threshold mileage
- Award redemption level (Correct answer)
- Saver threshold
- Mileage floor
Correct 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.
Question 4: A passenger is a Gold status member. What differentiates elite status members from standard members in most airline loyalty programs?
- Elite members receive a dedicated check-in line and priority boarding (Correct answer)
- Elite members are exempt from all baggage fees permanently
- Elite members pay no fuel surcharges on award tickets
- Elite members receive first-class seating at no additional cost
Correct 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.
Question 5: When a customer's frequent flyer miles are about to expire, what is the most appropriate action a customer service agent should advise?
- Purchase a new ticket immediately to reset the expiration date
- Perform any qualifying account activity such as a flight, purchase, or partner transaction (Correct answer)
- Transfer the miles to another member's account
- Contact the airline's legal department to appeal the expiration
Correct 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.
Question 6: A customer wants to combine miles from two separate frequent flyer accounts. What is this process typically called?
- Miles bridging
- Account merging
- Miles pooling or combining (Correct answer)
- Cross-account redemption
Correct 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.
Question 7: Which of the following is an example of a non-airline partner through which frequent flyer miles can typically be earned?
- Municipal transit authority
- Hotel stays and car rentals (Correct answer)
- Public library card programs
- Utility bill payments
Correct 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.
ACC Airline Loyalty Programs and Frequent Flyer Services Questions and Answers 1
What is the primary purpose of an airline frequent flyer program?