FREQUENT-FLIER PROGRAMS: PASSENGER ATTRIBUTES AND ATTITUDES

Abstract

Based on the passenger survey done at SeaTac, the typical frequent-flier member is a high-income, middle-aged businessman that makes an average of seventeen comparatively short round trips a year. He tends to travel alone and to pay higher fares, relies less on travel agents, and places more importance on schedule convenience and on-time performance on schedule convenience and on-time performance than on in-flight services and meals. Frequent fliers usuallu belong to multiple programs but tent to concentrate on one and seem to show only moderate interest in hotel or car rental tie-in programs. When they cash in their benefits, they prefer upgradees to free flights by a ratio of two to one. They are not terribly concerned about the taxation of their benefits nor do they fear the loss of the benefits through unforeseen program termination.