My attitude here is possibly naive, but simple.
If I go to an independent site, I don’t expect to be treated as anything more than a customer. This could be my first and last dealings with this independent site, they don’t know me from Adam. But when I join a club and pay an annual subscription, I expect to be treated as a member. And members have history, the club can easily observe the behaviour of their members, and show some discretion when dealing with them, independent sites can’t.
Now look at the letter I posted on post one. This man had never cancelled a booking in 18 years of membership, and all he wanted to do was reschedule, not cancel. Sorry but all the C&MC see here is a pound sign, a way of screwing this member for more money. They could have and should have taken their members history, and the fact that he was rescheduling into consideration, but they did not. But it’s backfired, he is now quite rightly leaving them, and not only that he has had a letter posted for thousands of other members to read. How is any of this good for the C&MC or the member.