Frequently Asked Questions

Funny how rewards just disappear when nobody’s watching. Perks get yanked, emails ramble, and I have to dig through fine print to figure out if my coffee app swapped “free” for “almost free with purchase.” Classic.

What are the common reasons companies scale back on loyalty program benefits?

Some days, the points system just stops making sense. Double points day? Gone. Did they cut costs again? Maybe. They blame supply chain problems, inflation, budget cuts—Bain & Company’s 2023 review says it’s all about “profitable loyalty” now, not “giveaways.” Execs love to say, “Customer engagement is our top priority!” Sure, unless too many people actually want the rewards.

I’m convinced the people making these decisions have never tried to redeem their own points. Membership tiers get “enhanced,” which somehow means less for me. But brands still expect blind loyalty, even after gutting the perks. Delusional.

How can I stay informed about changes to my favorite loyalty programs?

Check your inbox—crickets. Scroll social—maybe a cryptic story, or some buried update nobody reads. Emails barely explain anything, but the legalese is always bolded. I’ve started putting calendar reminders just to read the terms every few months.

Honestly, web forums and subreddits are faster. Someone always posts “Star Rewards slashed!” before the brand says anything. Official FAQs are a joke, so I use AwardWallet or some loyalty blogs—they actually send alerts, but even then, I’m always behind.

Are there any alternatives to losing loyalty perks from major brands?

Switching programs? Good luck. Most “alternatives” just copy each other’s cuts (grocery stores shaving 2% off redemptions like it’s news). Local shops sometimes give punch cards, which feels weirdly nice—my local bakery still uses paper cards.

Co-branded credit cards look tempting, until the annual fee creeps up while the perks shrink. Cashback apps exist, but 1.5% back doesn’t really replace free flights. Sometimes, honestly, it’s less stressful to skip loyalty programs entirely. Never thought I’d say that.

How often do loyalty program terms typically change?

Supposedly, programs only change once a year. Where? In what universe? In real life, they tweak stuff overnight, especially during crises (remember all the “temporary” reward pauses?). Airlines and hotels love to quietly change rules a couple times a year. No calendar invites, obviously.

One guy from The Points Guy says check weekly, especially if your points are worth real money. Feels paranoid, but it’s saved me from a $500 mistake, so whatever.

What steps can consumers take when a brand reduces their loyalty program benefits?

Send a “disappointed but hopeful” email—you’ll get a canned apology, maybe. Social media shaming? Sometimes it actually works, like when fast-food chains get roasted into bringing back a perk for a week. Usually, you just leave or look for loopholes (gift card stacking, anyone?).

My friend canceled his premium airline membership after they killed lounge access, and they tossed him 20,000 points as a sorry. Make enough noise, brands panic. But mostly, they just wait for us to give up. And, honestly, most people do.

Can customer feedback influence a brand’s decision about their loyalty programs?

So, does anyone actually listen to customer feedback? I mean, statistically, nah—one person whining into the void isn’t going to move the needle. But then, suddenly, you blink and a bunch of people bail at once, and whoa, now the shareholders are sweating. Saw some numbers in this “Holiday Shoppers Insight Report” from Media Culture that basically screamed, “Brands, ignore loyalty complaints and you’ll regret it.” Not that brands usually care. Most of the time, you get that canned response—“Thank you for your feedback, we value your opinion”—which, wow, thanks for nothing.

But then, out of nowhere, Twitter (ugh, or X, whatever) erupts. A few power-users start a pile-on, maybe a blue-check journalist jumps in, and suddenly the brand’s PR team is scrambling. Sometimes they even reverse whatever dumb change they made. Is it predictable? Nope. Is it hilarious? Absolutely.

Here’s the weirdest bit: handwritten letters. Like, actual pen-on-paper stuff. I’ve literally seen boutique hotels freak out and call people personally because a dozen regulars sent mail in the same week. Who does that? Apparently, it works. Would I bother? Probably not, but the idea is kind of charming, right? Almost makes me want to try it, just to see if anyone reads my bad handwriting.