As a person with oodles of frequent-flier miles, you can bet when I read about Northwest’s merger with Delta our miles flashed before my eyes and headed down a drain until I mentally fished them out. Should we book that flight to Copenhagen, Denmark even though we’re holding out for Asia next summer?
When I headed to my in-box, there was an e-mail from Northwest Airlines telling me not to worry about my World Perks miles and Elite status. They are safe and will not be affected by the merger. The message also pointed out that this merger will give me more options to use those miles because of the increase of the routes and the global reach. What I want is for them to fly to Vietnam.
I’m glad that Northwest sent me a warning along with the time frame of when changes could occur. It does make me feel part of Northwest’s radar–like possibly they care. Letting customers know what is going on is key in today’s uncertain world. It instills confidence and keeps customers coming back.
A few year’s ago, when we were flying Northwest to Taiwan and had to be rerouted to Honolulu due to engine failure, we were told what was going on during each step. It was clear that Northwest was prepared to make sure that we were comfortable and happy. The engine trouble resulted in a two-night stay at the Sheraton Waikiki with vouchers for breakfast and dinner–not too shabby. United Airlines lost my business because when the same thing happened on a flight from L.A. to Singapore, we were treated terribly. I have yet to forgive them.
Despite the e-mail, I’m not quite comfortable because our mile accumulation is a hefty amount that I’d hate to lose. I’m the type that hoards for a better day. That day might be now. I’ve started looking into that Denmark trip just in case. As Grant also wrote, better play it safe to not be sorry later.