Just ask someone like Daphne Gemmill, a lifelong US Airways frequent flier whose allegiance to the company goes all the way back to its predecessor, the old Piedmont Airlines.
“With the merger of US Airways and American, I thought my combined lifetime miles might put me in the million-mile category,” says Gemmill, a retired federal government employee. (Million-milers get VIP treatment, a coveted perk for passengers.) So she logged into her account, only to find her “lifetime” miles were gone — voided because of “inactivity” on her account.
I understood that in the abstract sense — who doesn’t? — but it wasn’t until one day exactly 20 years ago that I learned what it really meant. That’s the drizzly, bitter cold Northern California day I discovered I was broke.
I lived in a rat-infested tool shed that had been turned into a spare bedroom in a run-down part of East Berkeley. Down to my last $20, I trudged up to Telegraph Ave., to visit my bank. There, an ATM delivered the bad news dispassionately: I didn’t have enough money in my account to cover next month’s rent.
To call Ron Giancoli a loyal US Airways customer might be something of an understatement. A sales manager from West Chester, Pa., he’s flown on the airline — which recently merged with American Airlines — almost exclusively for the last three decades.
“I flew US Airways even when it wasn’t the lowest price,” he says. “I flew US Airways even when it was a less convenient schedule.”
Giancoli says he’s been an elite-level customer for 27 out of the last 30 years. He stuck with US Airways through good times and bad, through bankruptcies, reorganizations and customer service meltdowns. In exchange for his loyalty, US Airways offered him upgrades into more comfortable seats and award tickets. Read more “What to do when your airline betrays you”
Yeah, so did I – until I took this job. Now that I’m immersed in the wacky world of forgotten passports, flat tires, missed connections and trip-ending calamities that I thought only happened in the movies, there’s one thing I know: I am not the world’s smartest traveler.