ACC Airline Loyalty Programs and Frequent Flyer Services Questions and Answers 2 — Questions and Answers
Question 1: A passenger holding a Silver tier status requests an upgrade to first class. Seats are available. What factor most influences upgrade priority?
- The passenger's height and seat preference
- Elite status tier, fare class, and check-in time (Correct answer)
- The number of bags the passenger checked
- Whether the passenger booked directly through the airline website
Correct 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.
Question 2: What does the term 'mileage run' mean in the context of airline loyalty programs?
- A promotional campaign where miles are given away at no cost
- A flight taken primarily to accumulate miles or maintain elite status rather than for travel purposes (Correct answer)
- A report generated by the airline showing total miles earned
- A penalty assessed when miles are redeemed below the minimum threshold
Correct 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.
Question 3: Which document or identifier does a customer need to ensure miles are credited to their account when booking a ticket?
- Passport number
- Frequent flyer membership number (Correct answer)
- TSA PreCheck number
- Travel insurance policy number
Correct 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.
Question 4: 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?
- Miles cannot be added retroactively under any circumstances
- Submit a retroactive mileage credit request, usually within a set window after the flight (Correct answer)
- File a formal complaint with the Department of Transportation
- Open a new loyalty account and the miles will auto-transfer
Correct 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.
Question 5: What is a 'co-branded credit card' in the context of airline loyalty programs?
- A credit card issued solely for airport lounge access
- A credit card issued jointly by an airline and a bank that earns airline miles on purchases (Correct answer)
- A card used exclusively at airline ticket counters
- A prepaid card loaded with miles for use by unaccompanied minors
Correct 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.
Question 6: Elite qualifying miles (EQMs) differ from redeemable miles in what key way?
- EQMs can be transferred to hotel programs; redeemable miles cannot
- EQMs are used to attain or maintain elite status and generally cannot be redeemed for awards (Correct answer)
- EQMs are worth more per mile when redeeming for upgrades
- EQMs expire after 90 days while redeemable miles never expire
Correct 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.
Question 7: 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?
- Fuel surcharges on award tickets are illegal under US law
- Some airlines pass fuel surcharges or carrier-imposed fees through to award ticket redemptions (Correct answer)
- Fuel surcharges only apply to first-class award bookings
- The surcharge will be automatically waived for elite members in all cases
Correct 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.
ACC Airline Loyalty Programs and Frequent Flyer Services Questions and Answers 2
A passenger holding a Silver tier status requests an upgrade to first class.
Seats are available.
What factor most influences upgrade priority?