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美联航正在为忠诚度棺材钉上最后一颗钉子United Is Putting the Final Nail in the Loyalty Coffin

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翱翔高空。摄影师:贾斯汀·沙利文/盖蒂图片社北美Flying high. Photographer: Justin Sullivan/Getty Images North America

我对常用航空公司的依赖已经到了如此深的程度,有时我觉得没有什么能让我改变。我的终身里程里嵌入了数十年的时光。这些里程代表着回忆:工作、假期以及无数小时的飞行。这意味着某些东西 — — 至少对我而言如此。但对航空公司来说则不然。作者:艾莉森·施拉格尔联合航空控股公司(United Airlines Holdings Inc.)本月加入其他主要航空公司的行列,削弱了频繁飞行在其忠诚度计划中的重要性。

I am in so deep with my regular airline, I sometimes think nothing would make me switch. There are decades embedded in my lifetime miles. Those miles represent memories: jobs, vacations and countless hours on planes. It means something — or it does to me. Not to the airlines. By Allison Schrager United Airlines Holdings Inc. this month joined other major carriers in reducing the importance of frequent flying for its loyalty program.

如今,在联合航空、达美航空公司(Delta Air Lines Inc.)和美国航空集团(American Airlines Group Inc.)获得会员等级,仅取决于你花了多少钱,而不再取决于你飞行了多少次。这一变化提醒人们:忠诚、历史以及共同度过的时间如今价值正在下降 — — 不仅对航空公司而言如此,而且在我们日益增加的经济互动中也同样如此。

Status on United, Delta Air Lines Inc. and American Airlines Group Inc. now only comes from how much you spend, not how much you fly. The changes are a reminder that loyalty, history and time spent together have less value today — not just for the airlines, but also in an increasing number of our economic interactions.

过去,获得联合航空最低级别的银牌会员资格(Silver Status)需要花费5000美元购买机票,并完成15次联合航班;或者直接花费6000美元也可达标。最高等级1K曾要求花费22000美元并完成60次航班,或直接花费28000美元(不久将调整至32000美元)。如今,只需满足更高的消费门槛即可。

Obtaining the lowest tier Silver Status on United used to involve spending $5,000 on flights paired with 15 United flights. Or you could just spend $6,000. The highest tier, 1K, took $22,000 and 60 flights, or spending $28,000 (soon $32,000). Now the higher spend is all that’s needed.

一个经常往返国内的“路边战士”可能累计飞行几十次,但仅花费几千美元 — — 他们或许只能侥幸获得银牌资格。而另一些人只要预订一张海外商务舱机票,就可能因其高昂票价(单张可超1万美元)而直接获得金牌资格。

A domestic road warrior might rack up dozens of flights but only spend a few thousand dollars — they’ll be lucky to get silver status. Someone who books a single overseas business class ticket might get gold status, just because those seats can cost more than $10,000.

过去,所有积分爱好者每年年底都会进行一次“里程跑”(专程飞往某地仅为了积累里程),以维持其会员等级。如今这种年度仪式已不再值得。现在,追求等级的人只需在信用卡上完成一笔大额消费,即可满足要求。这进一步印证了我们经济日益无形化的趋势:人们亲自参与、面对面互动以建立联系的动力正在减弱 — — 即使这种联系仅仅是排队接受安检。

The annual ritual for all points nerds of a year-end milage run (flying to a place just for miles) to keep your status is no longer worth it. Now status seekers can make one big purchase on their credit card to meet the requirements. It’s another nod to our increasingly intangible economy where there’s less incentive to do the in-person things that connect us to each other, even if that’s waiting in security-screening lines.

当我刚开始参与这些航空里程累积计划时,其实重点并不只是金钱(至少表面上看不是这样)。那些航空公司的会员计划会考虑乘客的飞行次数、飞行距离,以及乘客在飞机上度过的总时间。当时,这些会员计划对航空公司来说非常宝贵,因为市场上出现了许多低成本航空公司,而且一些信息汇总网站可以让乘客轻松比较不同航空公司的服务费用。

When I started playing the points game, it was not just about the money (at least not explicitly). Airline loyalty programs considered how much you flew and how long the flights were, or how much time you spent on the planes. Loyalty back then was valuable to the airlines as several low-cost carriers had entered the market and aggregation sites enabled fee comparisons.

因此,如何让乘客选择并长期使用某家航空公司的服务,对航空公司来说至关重要。我逐渐明白了:人们真正渴望的是那些作为忠诚度奖励的“地位”或“特权”。

Getting customers to commit to one airline was valuable. I learned to crave status, the reward for loyalty.

如今,如果你坚持使用同一家航空公司,确实可以获得更多的里程,这些里程可以用来兑换免费机票。但对于那些经常旅行的乘客来说,最重要的还是那些“地位”带来的好处——这些“地位”能让飞行过程中的种种不便变得稍微容易忍受一些。

You still earn more airline miles by sticking with one airline and can use those for free flights. But it’s all about status for serious travelers. Status ensures the indignities of flying are a little less painful.

过去,航空公司曾承诺为会员乘客提供升舱服务;不过这些年来,航空公司在升舱方面的优惠已经大大减少了(除非你像我一样,愿意投入大量时间和精力去参与那些复杂的会员计划)。不过,作为会员乘客,你仍然可以坐在经济舱的前排(这样在转机时能节省时间),可以提前登机(尤其是当你携带行李需要托运时),并且在遇到问题时还能获得专属的电话支持。在飞行体验越来越差(座位越来越拥挤、延误越来越频繁)的情况下,这些小小的便利确实能带来很大的不同。

There was once the promise of upgrades, though airlines have become less generous with those over the years (unless you commit to the elaborate all-consuming game like I do). Still, you get to sit in the front of coach (saves time for a tight connection), board early (critical if you carry on) and have a special phone number if anything goes wrong. These little comforts make a big difference as flying gets worse, seats smaller and closer together, and delays more common.

最近,我不得不乘坐一家我不喜欢的航空公司,前往一个交通不便的小城市。我最后登机,被安排坐在飞机的后排。那次飞行体验糟糕透顶……难怪大多数人都不喜欢坐飞机了。那些拥有较高会员等级的乘客,如果想用他们的里程兑换休闲旅行或国际航班的升舱服务,他们的里程积累速度也会更快。

I was recently forced to fly my non-preferred airline to an underserved, small city and boarded last with a seat at the back of the plane. It was horrible; no wonder most people hate flying. Higher status fliers also accumulate award miles at a faster rate, if they want to redeem them for leisure travel or overseas upgrades.

虽然会员身份对乘客而言颇具价值,但对航空公司来说,客户忠诚度已不再那么重要。跨大西洋航线的商务舱虽然只占飞机上很小的一部分空间,却能带来比经济舱总和还要多的收入。此外,航空公司将飞行里程出售给合作银行,这种方式能带来更为稳定的收入流以及更高的利润率。华尔街的金融机构对航空公司里程计划的估值甚至高于这些公司自身的市值。客户忠诚度固然仍有价值,但远不及那些偶尔使用信用卡进行大额消费的旅客来得重要。

But while status may be valuable to customers, loyalty is not worth as much to the airlines anymore. The business class cabin on a transatlantic flight brings in more revenue than all of coach, despite taking up a smaller fraction of the plane. Credit cards, where the airlines sell miles to their bank partners, offer more stable revenues and higher profit margins. Wall Street lenders value milage programs more than the market capitalization of the airlines themselves. Loyalty still has value, but not as much as an occasional big spender with a credit card.

如今燃油价格持续上涨且波动不定,劳动力成本也不断上升,航空公司的利润空间逐年缩窄,单靠长期客户已难以维持经营。与此同时,国内非枢纽航线上的运营航空公司数量也在不断减少。如果你每周都要乘机前往德卢斯出差,其实几乎没有其他选择——无论是否愿意,你都只能保持对某家航空公司的忠诚。

With higher and less predictable fuel costs and rising labor costs, airlines face thinner margins each year and long-term loyalty doesn’t cut it. Smaller non-hub domestic routes, meanwhile, are being served by fewer airlines. If you fly to Duluth each week for work, you don’t have much choice. Loyalty is imposed like it or not.

这种情况并不仅限于航空业。在我们日益趋同的经济环境中,忠诚度对于买卖双方而言也变得不那么重要了。过去,消费者保持忠诚是为了解决信息不对称的问题:他们熟悉供应商及其商品或服务的质量。如今,各类用户评价和网红推荐影响着我们的消费选择,忠诚度的重要性随之降低,人们反而更追求新鲜感与多样性。

It is not just airlines. Loyalty is becoming less valuable for buyers and sellers in other aspects of our more homogenized economy. For consumers, loyalty used to solve an information problem: You knew your vendor, what they sold and the quality of their goods or services. Now with reviews and influencers steering our tastes, this may be less necessary and we seek novelty instead.

过去,商家都力求留住长期客户以确保收入稳定。但随着大型连锁企业逐渐主导市场,它们拥有更为庞大的客户群体,对本地客户的依赖度也随之降低。例如,家得宝公司就无需像本地五金店那样依赖周边顾客;大型连锁快餐品牌也不像本地餐馆那样需要依赖特定区域的消费者。过去航空公司也多以区域性经营为主,如今则是大型国际航空集团占据主导地位,它们竞相争夺那些消费能力强的旅客。

Venders used to seek long-term customers to ensure stable revenue. But as larger firms with multiple locations dominate the economy, they have a bigger pool of customers to pull from; they are less reliant on locals. Home Depot Inc. does not need the same relationships as a local hardware store. A national fast casual chain does not rely on you the way a local restaurant does. Airlines used to be more regional, too, now large international carriers dominate the industry and compete for the big spenders.

航空公司更改规则是我当初加入积分计划时就同意的游戏的一部分。我会像以前多次那样更新我的策略。就像任何不健康的关系一样,我的航空公司仍然拥有我的忠诚 — — 即使它可能不再重视这一点。

My airline changing the rules is part of the points game I signed on for. I will update my strategy, as I’ve done many times before. Like any dysfunctional relationship, my airline has my loyalty — even if it doesn’t value that anymore.

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