Recent research shows that only 54 percent of frequent flyers are satisfied with their carrier’s loyalty program, and I have a firsthand hunch why – the frequentbuyers.
I’ve seen them myself. For years I believed that my loyalty earned me a cushy seat in my carrier’s private airport lounge, until I recently heard others nearby say how great it was that the airline let them buy lounge access – not earn it – so they can await their next flight away from the....