I’ve written a few good things about US Airways this week, both related to their Dividend Miles loyalty program and their in-flight product. Indeed, it seems that the folks out in Tempe are finally starting to regroup and do what they can to build their company back up into a top-notch travel experience provider. At least that’s what I thought at the time. It turns out maybe that isn’t really the case.
Apparently they have decided that the 1,000 miles they promised folks on Monday – with the tag "They’re waiting in your account!" – was an error. The miles were not actually in the accounts. That part we already knew. The somewhat surprising part, however, is that they apparently never will be.
A number of Dividend Miles members are receiving follow-up emails today with this text:
Earlier this week, we inadvertently delivered an email message to many of our Dividend Miles members’ email accounts. Unfortunately, one of those accounts was yours. Worse, this email incorrectly stated that we posted 1,000 Dividend Miles into your account. This was not accurate and the email message was sent in error.
We apologize for any inconvenience this might have caused you and appreciate your understanding.
I know that the miles are a liability on the books and it would suck to bear that. But this is not the way you attract customers. It definitely is not the way to make folks loyal to your brand.
I have no idea if my account is one that was a mistake or not. I guess I’ll just have to wait to see if the miles ever show up. Easy come, easy go. Both with the miles and loyalty these days it would seem.
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