Frequent Fliers' Wings Are Clipped

Airlines Curtail Loyalty Perks and Add Fees

Scott Zaban only flies United Airlines. As a loyal frequent flier, the 33-year-old writer from Northwest Washington is used to being pampered with seat upgrades and ticket awards.

But like a lot of air travelers, Zaban has been caught off guard by a wave of restrictive changes that carriers, including United, are making to their frequent flier programs. Airlines, attempting to counter high oil prices by cutting back perks, are putting new restrictions on seat availability, imposing online booking charges and boosting the number of miles it takes to get upgrades or free tickets. They've also added an assortment of fuel surcharges and co-payments to the programs.

Zaban says he's vexed that it's taking the airline longer to clear his requests for first-class seat upgrades. In the past, using frequent flier miles, he was able to get them days before take-off. Now he's getting upgrades just hours before his flights, if at all.

"I can't get upgrades," he said. "I have found that to be really annoying."

He suspects, as do industry analysts, that airlines are hanging on to the seats longer in hopes of last-minute sales. Zaban said he is thinking about switching to another airline's the frequent flier program. But he'll have a hard time finding an airline that isn't making big changes to its program.

Mark D'Arrigo, an attorney from Arlington, is shopping around, too. D'Arrigo has been an elite-level member of the US Airways frequent flier program since 2003. He's irritated by the company's announcement that it will stop giving out the extra miles it had been to its most frequent fliers. The airline has also started charging travelers as much as $50 to redeem tickets using mileage awards.

"I'm reevaluating whether US Airways is the program for me," D'Arrigo said.

This year, D'Arrigo's extra bonus miles made a vacation to South Africa possible in a business-class seat. Now, he is straying to Southwest Airlines. Earlier this month, he signed an online petition of 2,341 US Airways customers protesting the change.

"I want to emphasize that I do appreciate there are thousands of employees and that they need to make a living," D'Arrigo said. "But the sense that I'm getting is that US Airways is not in tune with a lot of their frequent fliers and perhaps management could be a little more responsive."

Despite the complaints, Michelle Mohr, a US Airways spokeswoman, said the company isn't planning to reconsider the policy change.

Mohr said the "vast majority" of frequent fliers have told the airline that they are most interested in convenience and upgrades, rather than bonus miles. She said US Airways stands to realize tens of millions in savings from the elimination of bonus miles and the subsequent reduction in free tickets.

American Airlines kicked off the frequent flier trend with the industry's first program 27 years ago. It was invented to reward the most heavy-duty frequent fliers. The programs have evolved to include people who don't fly very often. Many earn mileage points through credit card and marketing promotions.