Am I loyal or am I a hostage?

As I was traveling to India for our Holiday, I had a thought. Is the reason why I’m flying United for this entire trip because I am loyal to them or because I am held hostage by them?

Interesting question. Troublesome conundrum.

To be honest, I decided on United versus some of the other airlines because of my status with them. I am Global Services with them. I believe they will treat me well, as befits a top tier traveler with them. I paid more for this trip on the assumption that my continued patronage with them would result in a pleasant travel experience.

Is this an indication of loyalty or a symptom of the Stockholm Syndrome? Do I as a customer really need status to be treated well? Should I be fearful that if I am a “nobody” with the airline, I will be treated poorly? Does it really make a difference?

Yes it does.

I am allowed to carry 3 bags weighing 70 pounds each, plus 2 carry-on bags. Ordinary travelers on the other hand are allowed only 2 bags each weighing 50 pounds each.

I can board early in the process. They have to wait until their boarding group number is called.

I get upgraded. I get more legroom without paying extra. I feel special.

The airline says because I’m loyal to them.

I believe that’s because I am so used to these benefits that I am a sufferer of Stockholm Syndrome.

A hostage.


Categories: marketing

Tags: , , , , ,

2 replies

  1. I think you are a hostage of commodity. I mean, you are always free to choose someone else. You choose to go with them because of the Loyalty Program they have (which seems to work very well, don’t you think?).

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