The complaint has been investigated and
resolved to the customer's satisfactionResolved Thai Air — ROP Loyalty program cheating
resolved to the customer's satisfaction
Mail sent to Royal Orchid Plus [protected]@thaiairways.com april 6 2009
Dear staff !
We are flying to Phuket on the 21 of april and are holding the ROP membership card.
We are still confused about your loyalty program and as well about your policy against your members. We do feel you care very litle about your frequent flyers from Europe and it seems to us that unless you fly business class it is almost impossible to get any points on your frequent flyer program.
I am holder of card number GF82650 Don Mikael Hall, last time I flew to Phuket I bougth a ticket online and after returning home I was informed that no frequent flyer miles would be added to my account because I have bougth the wrong type of ticket. This facts where also for my wife Bonnie Hall holder of card no NK09069 and our son David for the fligth from CPH to BKK, he got points from BKK to Phuket not us.
Furthermore when we bougth our next trip now in april it was not possible to find tickets here in Sweden that was valid for points and it was not possible to register my wifes card.
We would like to know if you do have a frequent flyer program for economy class or if it is only for business class ? If it is for economy class how do I buy the tickets ? Do I have to apply for a ticket that give me points ?
Why do you even sell tickets that exclude the rigths to get points. Either you have a loyalty program or you dont have one. If you have one make the rules simple and fair, do not try to offer something you do not offer.
That is false marketing and it will create badwill for you.
If your Royal Orchid Plus is valid for people flying in Economy why is it not possible to buy tickets that are valid and to get points.
I thougth the reason to issue a loyalty program was to get satisfied clients that are returning customers and are happy customers. Thai Air seems to do the complete opposite and divide its customer in a A group and a B or C group. Where the C group are not considered to be valuable customers as their payment and their tickets have no value for Thai Air.
Please be so kind and explain for me how I shall proceed in the future if I want to be a loyal customer and how I shall do to get any kind of points if I do fly with your airline in the future.