“I know this is frustrating, I know what we told you was wrong, but there’s nothing we can do about it”

Was it just last week we were discussing what to do when loyalty programs behave badly? Sigh. Ed Pizza from Pizza in Motion is back this week to recap with Richard on what has been a very interesting week. Aside from some issues with the Award Travel Advanced Facebook group, Marriott has “Bonvoy’d” the Kerr’s 10th Wedding Anniversary trip to Europe. Tune in to hear an absolutely puzzling story of 12-hr Twitter responses, wrong information and just the totally bizarre inability for Marriott’s customer service team to fix their (self-admitted) mistake.

Timestamps

2:05 - Updates on Award Travel Advanced Facebook group
4:40 - Background on their anniversary trip to Europe
9:10 - When you tweet about successful customer service…too soon
13:38 - When customer service via Twitter fails
17:05 - Hyatt to the rescue
23:30 - Keeping perspective & finding a solution

Today's Guest

Ed Pizza founded the Pizza In Motion blog on the BoardingArea network. He's considered one of the preeminent voices in the loyalty program space and is a successful entrepreneur. He's also the host of the Miles to Go and NowBoarding podcasts.

Where to Find Us

1. The Award Travel 101 Facebook Community.
2. To book time with our team, check out Award Travel 1-on-1.
3. You can also email us at [email protected]
4. Buy your Award Travel 101 Merch here
5. Reserve tickets to our Spring 2026 Meetup in Phoenix now. award.travel/phx2026

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