After 24 Years Of Angering Airlines And Hotels, These Are The 5 Rules I Keep Coming Back To

Pointify is tracking this devaluation for the points-and-miles community.

After 24 years writing about airlines, hotels, and loyalty programs, the same themes keep coming up: be honest with customers, deliver what you promise, sweat the small details, stop hiding behind fake excuses, and respect shared spaces. Those principles explain why I get frustrated by resort fees, broken benefits, no-notice devaluations, bad service recovery, upgrade games, and travel brands that make loyalty feel like work.