Just as Starwood Preferred Guest (SPG) leaped from seventh to first in Middle East / Asia / Oceania in the Best Redemption Ability category, the program did the same again to win Best Customer Service. But SPG is no stranger to the Best Customer Service category with 12 previous wins internationally in this category.
Kyndra Russell, VP Digital Loyalty and Partnership Marketing accepted the award.
This is the second year in a row for IHG Rewards Club to win in this category and their ranking increased from 7.96 last year to 8.30 this year—quite an impressive improvement. IHG Rewards Club customer care is available 24/7.
Scott Fillian Manager, Loyalty Programs and Gretchen Sanford accepted the award for IHG.
Virgin Australia Velocity makes its debut in this category. Members point out that they find the customer service representatives helpful and friendly—and good customer service equals happy members.
Thomas Alberts once again takes the stage.
When it comes to providing excellent customer service, Marriott Rewards is tough to beat. This is Marriott Rewards’ eighth consecutive win in the Americas for Best Customer Service. All the perks in the world are worth less than a consistent and noticeable appreciation for the customer. Marriott Rewards continues to offer a responsive customer service experience.
Reese Thorne, Director of Operations – Marriott Guest Services accepted the award.
Avianca LifeMiles made its Freddie Awards win debut in this category last year and has repeated its win again for 2014. LifeMiles makes it easy for members to spend their miles. Members have the flexibility to adjust the combination of miles and money. When booking an award ticket online, members can decrease the mileage amount in increments of 1,000 miles and pay more in cash. LifeMiles also allows one-way award redemptions.
“Thank you so much!”
Last year’s seventh place program in this category makes a very impressive leap to first place this year. But Starwood is no stranger to this category having won several times in the past. Members who redeem their points for five nights will get their fifth night free at Category 3-7 hotels. An interesting side note is that IHG Rewards had the exact same ranking of 7.66 last year and this year and came in third place both years.