Tell me If I'm the one who is in the wrong

[trippin_the_rift]

Ah a customer advocate! What a nice idea....

I seem to have a vague feeling one of the US majors may have tried this at some point in time - or advertised something similar? I can't seem to find any evidence of that though in a quick search.

<snip>

These were people employed specifically for that function and they had no real power.
A real customer advocate needs to report directly to the CEO, and have the blessing of the CEO to slap the cough out of anyone in the organisation who says "but if we give this to everyone we won't hit our KPIs". In the airline biz - very very few employees are or have ever been a frequent flyer themselves. They can't relate to the pains of frequent flyering. Being re-routed via a different country is a major deal. The airline should not be profiting from the flight changes.

In a previous business I ran we credited members with 'karma points'. The member had no idea they were receiving them. A transaction went smoothly = increase in karma points. You ask for a favour from the company - sure, karma points deducted. So long as the customer was above negative 100 points, everything was fine. Creates harmony. Goodwill. Happy members. Everyone wins.

 

[RichardMEL]

Sounds like a variation of PCV to me - with a touchy/feely aspect (OK perhaps literally would see a loss of karma points.... !)

Basically a notion of give and take as in any reasonable relationship in it's simplist form, and or compromise too.

It's all well and good to have some sort of corporate asskicker in theory and certainly in situations we've all seen/heard about and in some cases experienced personally (not me personally though) those situations where common sense should apply, but there's some sort of stubbornness at the corporate level, or just a situation mired in ridiculousness (like, I don't know, a refund for cancelled flights not being granted due to extreme circumstances or something).. then sure... absolutely. However in the OP's situation? Far less clear cut imo. Two separeate situations... would the "karma points" given for a 4 hour delay come close to the points deducetd for the favour of releasing a long haul J seat????

I do understand that scheme is an overall, over time, type deal so the above doesn't mean much without context, that one would assume that someone who has been WP for over a decade would have a very positive "karma points" credit but where does it end in terms of "favlours"? And where's the boundary between a smart business decision to reward a customer and one that could potentially cose real revenue?

And I suppose this is where something like the PCV type figure comes into play when making decisions like that of releasing seats.. for example if I have a high enough value as a P1 with xyz spend and "value" is it likely they can recoup any potential revenue spil by releasing a seat for me? Possibly. Wha about someone with a lower PCV?

Obviously I'm on the outside looking in and lack a lot of information but I would not be surprised if these are all factors that play a part. I'd hope so anyway...

 

[MEL_Traveller]

Of course not. A four hour delay is not worth $5000 compensation.

 

[RichardMEL]

Of course not. A four hour delay is not worth $5000 compensation.

ergo OP is being unreasonable.....

 

[MEL_Traveller]

ergo OP is being unreasonable.....

Yes. While i didn’t quote you, my reply was in response to the ‘are the karma points from a 4 hour delay worth the release of a business class seat?’