I booked my holiday travel with United Airlines through Hotwire. During the checkout process there is a pop-up menu that asks what frequent flyer plan you wish to use. Strangely, United Airlines wasn't among the choices.
So I asked Hotwire what was up and here is their response (emphasis mine):
Dear Philip,
Thank you for contacting us regarding your upcoming flight on United,
Hotwire Itinerary Number XXXXXXXX.
I understand you were unable to locate United Airlines frequent flyer
program from our drop down menu.
At this time, United has chosen to not be listed on our Web site as a
participating frequent flyer choice.
You will still have the option to present your United Airlines frequent
flyer number at the counter when you check in for your flight. Hotwire
is unable to guarantee United Airlines will credit you for these miles.
If we can be of further assistance, please feel free to reply to this
email or contact us directly at 1-866-HOTWIRE (468-9473). Thank you for
choosing Hotwire.
Sincerely,
(hotwire rep)
Hotwire Customer Care
So it is acknowledged that miles are earned, but there is no place to enter them in their form by design. The consumer is left having to remember to deal with it when checking in.
What is interesting about this, aside from the case study in egregious scumminess?
- This is in part the result of what happens when air travel becomes commoditized. Consumers gravitate to the lowest airfares, there is a perpetual price war, airlines struggle to remain profitable, and they cut any corner they can, even if it is blatantly anti-consumer.
- It doesn't have to be this way. United has for years exuded a we-hate-customers attitude. Southwest Airlines continues to be pretty fun to fly in the same economic and competitive climate.
Please join me in boycotting United Airlines (except when their price is lower than everyone else's).
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