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Nerdwallet compare credit cards8/9/2023 ![]() ![]() Third-party services such as Point.Me offer custom award search tools and concierge services to help travelers spend their points. Given the status quo, things are unlikely to change in the near future, yet frustrated consumers do have some options. travel-rewards: Which credit card gives you the most bang for your buck? All is not lost Yet it’s hard to quantify the user-friendliness of a website or app and therefore difficult to hold these programs responsible for their poor experience. NerdWallet’s annual ratings of airline and hotel programs consider dozens of factors, from the value of the points and miles themselves to the onboard movie selection. ![]() ![]() Plus, it’s hard to hold these programs accountable for poor user experience. It’s that they have a strong incentive to sign travelers up for their rewards programs, but not to get them to spend their points. ![]() The root of the problem is not that these programs can’t hire a user experience designer (or 20) to improve their search tools. A recent report from On Point Loyalty, an advisory firm, estimated the value of these programs in the tens of billions:Īmerican Airlines AAdvantage: $24 billion. These loyalty programs are big business for travel brands. Instead, travelers must spend time searching for and researching these redemption options on third-party websites and message boards.Ĭheck out: Spas, live shows, golf, museums and gardens: Airports are making layovers lovely with enhanced amenities No incentive to improve Want to transfer your credit card points to an airline that flies to Hawaii? Good luck finding any help within the credit card website itself. This kind of user-unfriendliness is the rule with travel rewards programs. Instead, users are forced to hunt and peck manually through a sparsely populated award calendar. It would be more streamlined if users could set filters like “business class” or “Japan Airlines” in the calendar view so that it would only display relevant dates. Yet the American website and app offer a confusing mix of filtering and viewing options, which force users to either check each day individually in search of award availability or use a broader calendar view that doesn’t allow filtering for specific airlines. And the programs themselves don’t even know it’s a problem.įor example, one of the best ways to maximize the value of American AirlinesĪAdvantage miles is by flying in business class to international destinations, especially on partner airlines such as Japan Airlines Travelers, it seems, are fed up with the poor usability of these loyalty programs. A second survey from the same company asked 291 loyalty program service providers about their perceived issues and found that only 20% saw user experience as their biggest challenge. consumers by iSeatz, a loyalty program service provider. Earning travel rewards through credit card offers and travel spending is one thing successfully redeeming them is quite another.Īlso see: These are the places American travelers are headed this summer Consumers are confusedĪ stunning 84% of travelers cited user experience issues as their biggest frustration when using travel rewards, according to a survey of 2,041 U.S. Is it time to tap into those credit card points, airline miles and hotel rewards? It might be, but actually figuring out how to use those dang points poses its own problems. So while inflation zaps budgets and consumers keep racking up credit card debt at a dizzying pace, those dream vacations might fizzle out. 1 barrier to travel this year, according to the same survey, was a lack of money. Yet there’s just one problem: Travelers are also going broke. ![]()
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