Episode 2 – Marriott Bonvoy And The Struggle Bus“The blogs are being told policies before Marriott reservation agents even know whats going on and certainly before front desk agents. No one knows what’s going on.”The Marriott and Starwood merger has been anything but smooth and leadership of the combined portfolio continues to display tone deaf responses to loyal customers. This week Richard and Ed Pizza discuss the continuing struggles of the new Marriott Bonvoy program, how it got to where it is, the current state of trying to be a Marriott Bonvoy loyalist and what Marriott can do to right the ship. Show Timestamps1:12 — Happy Travel Day2:21 — Bonvoy Merger Disaster3:51 — Problems attaching award certificate for an award night? Points advance bookings and more5:19 — Marriott is broken master thread6:55 — New Bonvoy Co-branded card discussion7:34 — Marriott's tone deaf responses10:33 — Has anyone never needed a passport to make a hotel reservation? Probably not18:07 — What could Bonvoy and Lolo Jones have in common?20:18 — “Bonvoyed”24:00 — Is there hope? What Marriott needs to do to improveToday's GuestEd Pizza founded the Pizza In Motion blog on the Boarding Area network. He's considered one of the preeminent voices in the loyalty program space and is a successful entrepreneur. ResourcesMarriott Is Broken #MasterThread in Award Travel 101Pizza In MotionBonvoyed.comContact Marriott Thanks to Our SponsorEarn Instant Gold status when you join Fuel Rewards. Save 5 cents/gallon on every fill-up. Terms and Conditions apply, max 20 gallons per fill-up. Visit AwardWallet for more info on the Award Travel 101 Podcast!