I think the words, "Terms and conditions apply" must've been invented by bmi (http://www.flybmi.com). I continue to be disappointed by second-class service and so-called Gold Member Benefits that I can't use.
When they opened their Heathrow - Riyadh route at the end of 2005 it was amid much fanfare, even getting headline news coverage on their website for the first few months. The aircraft they used was a new model with a Premium Economy cabin in between Economy and Business Class (which bmi irritatingly and Delboy-ishly call, "The Business"), with a great in-flight entertainment system and all the other services you would expect on a long-haul flight; full meals, bar service etc. However the honeymoon period is now definitely over, and the shiny new plane has been replaced by a shabby old Boeing 767 with no seatback screens, no bar service (in Economy), and an obvious belt-tightening in the quality of the food service.
I have 300,000 bmi miles sitting in the "bank", yet am unable to use them to fly from Riyadh to London because there is never any availability of redemption seats, the website is only capable of showing availability in Economy, and when you call the "dedicated Gold Service helpline" the agents basically read from the website.
When they renewed my Diamond Club Gold membership recently they sent me four upgrade vouchers, each of which entitles me to a one-cabin upgrade: Econ - Premium, Premium - Business. The problem there is that this old tatty plane they've lumbered us with doesn't have a Premium Economy cabin, so I can't even use the vouchers.
Once, just once, I'd like to find an airline that actually delivers the treatment and the benefits they advertise for their most regular customers, without making us tiptoe through a minefield of terms, conditions, and restrictions designed to make their lives easier, not ours.
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