英文不好见谅。感觉就是心里不舒服哈哈。算是我柠檬精吧
Dear Marco Polo Club,
I am writing to you to express my disappointment and serious complaints towards your MPC extension policy which was released yesterday, towards communication approach and policy respectively.
To start with, I would like to wish Cathay Pacific and Cathay Dragon could ride through the "perfect storm" due to pandemic, as it is one of the most severely impacted industries. It's a tough challenge for the majority business, and I do wish Cathay could recover as it is a brand that I recognize.
Communication:
Apparently, there are two sets of email blasts with different policies sent to MPC members, whose membership expires between May to Dec 2020, AND those between Jan to Apr 2021.
Let me walk you through the journey of a member received the email without membership extension. Without any explanation in general, I only know that my mid-tier benefits will be extended, and I thought this is applied to all UNTIL my friend tells me his membership gets extended by another year. Hence it will be easy to feel being "cheated" or treated differently, or as your marketing specialist may call "segmentation discrimination strategy" to maximize your benefits. Then I start checking my emails carefully trying to find out words about "EXTENSION", and search online for the membership policy, this is exactly where the anger is triggered and accumulated.
Policy
What are the differences between those whose membership expires in late 2020 vs early 2021? I know there will be similar complaints towards this policy, so I will not explain in details
Personal Feeling
I do enjoy being a member of the Marco Polo Club since my first business class trip to Narita since 2017. From Green, Silver to Gold, and potentially Diamond in the future, MPC membership is such a special item that grows together with my occupation and time in HK. It is indeed a well-designed loyalty program which properly incentivize myself sticking to Cathay flight as long as there is an option available, and I believe loyalty customer will be one of the key assets for Cathay in the long run.
I would like to express my strong disappointment again towards this extension policy released, due to the poor-rounded consideration and unprofessional communication.
Please do feel free to reach out, and wish the best for Cathay.