A recent survey by MileCards.com examined how travelers engage with airline rewards programs and what they value most about those programs.
One notable finding is how frequently members check their miles balance. Seventeen percent of respondents said they check monthly, a higher rate than many people monitor their credit scores. Overall satisfaction with rewards programs is relatively high: 53 percent reported being satisfied, while 28 percent said they were dissatisfied. Smaller groups expressed stronger opinions—about 9 percent described themselves as highly focused on accumulating miles, while 10 percent felt their miles had little or no value.
Availability and pricing of award flights are common concerns. Many members worry that award seats will be too expensive or unavailable when they need them. Despite those worries, a substantial 75 percent of survey participants who tried to book an award flight were able to secure one when required. It’s important to note, however, that only 39 percent of rewards program members attempted to book an award flight in the previous year, indicating most members use miles infrequently or save them for specific plans.
The survey also looked at which U.S. carriers issue the most award travel. Southwest Airlines led the group: 12 percent of passenger miles on Southwest were redeemed as award tickets last year. That rate is almost double the proportion reported for each of United Airlines, Delta Air Lines, and American Airlines.
The findings highlight several practical trends: many travelers keep a close eye on their balances, a majority are satisfied with their programs, and while concerns about award availability persist, most who try are successful in booking. The relatively low share of members attempting award bookings suggests opportunities for airlines to improve outreach, availability, or ease of redemption to encourage more frequent use of miles.