Southwest Rapid Rewards has always placed a high priority on providing stellar customer service and going the extra mile for customers. Members can call customer service 24/7 and unlike many programs, Rapid Rewards does not charge a phone booking fee to make award flight reservations over the phone. This is a commanding win with an impressive 9.00 ranking and 50 percent of those voting in this category.
Southwest Airlines has seven representatives of the company here tonight including Jonathan Clarkson, Director Rapid Rewards.
Jonathan accepts the award, and says, “Thank you very much!”
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.
This is the fourth time SAS EuroBonus has won a Freddie Award for Best Customer Service through the years. EuroBonus holds on to the Freddie by a very thin margin above AIR FRANCE – KLM Flying Blue. EuroBonus reaches out to its members on Twitter, Facebook and YouTube and is readily available on the phone and via email. Members are satisfied with how EuroBonus responds to their needs and give the program high marks for customer service.
Martin Wassborn, Director CRM and Nils Lindhe, Vice President – Loyalty, are attending the Freddie Awards tonight.They accept the award with a smile and quick exit.