Loyalty programs as we know them are dead.
After years of playing the game, frequent customers like John Peppin are saying, “enough is enough.”
Peppin, the director of a medical center in Lexington, Ky., said he wondered about the endless bait and switch airlines pull — demanding absolute loyalty in order to be treated with a little dignity.
He often flies to China on American Airlines, to which he has given his business in exchange for the possibility of an upgrade to business class.
“Why loyalty programs are dead — and why that’s good news for almost everyone”