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Half of Airline Loyalty Members Confused About Programs

About half of all airline loyalty program members do not understand how to earn or redeem their points and miles, according to the J.D.

Power 2018 Airline Loyalty Program Satisfaction Study. Despite this high incidence of confusion, understanding how to redeem and earn awards is among the most powerful drivers of customer satisfaction with the programs.

Michael Taylor, travel practice lead at J.D. Power, said that airlines have worked hard over the past several years to demonstrate the value of their loyalty programs, particularly to general members. He said that while those efforts are paying off in the form of improved overall satisfaction scores, airlines have a huge opportunity to improve when it comes to customers’ ease of understanding the programs.

As far as customer satisfaction, JetBlue Airways TrueBlue ranked highest, followed by Southwest Airlines Rapid Rewards and Alaska Airlines Mileage.