Gary Leff, Author at View from the Wing

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

American Airlines: Our New Flight Attendants Lack the Training to Provide Good Service

by Gary Leff on November 19, 2018

Nov 19 2018

At the most recent employee question and answer session with American Airlines CEO Doug Parker, a flight attendant asked about the airline’s inflight product — she hears from premium customers that the product United and Delta offer are better, and she worries because new American Airlines flight attendants aren’t getting training in service, and ‘half’ of flight attendants don’t follow the service standards that do exist.

Ok, she did more than ask about the product. She looked right at her CEO and said American’s service standards “suck compared to United and Delta.”

Award Booking, In a Parallel Universe

by Gary Leff on November 19, 2018

Nov 19 2018

This is literally the opposite of “hang up, call back.” It’s almost like a Yakov Smirnoff Russian Reversal joke, “In Soviet Russia, American AAdvantage calls you!”

I’ve never had an agent check for award space after a call and proactively follow up before. That’s amazing. Has an agent ever gone above and beyond like that for you?

American’s CEO Focuses on Operation Over Customers Because He Believes That’s What Customers Want

by Gary Leff on November 18, 2018

Nov 18 2018

American Airlines CEO Doug Parker says their relentless focus on exact on time departures is what customers want, even though it means that upgrades don’t get processed, flights don’t get catered, and customers are forced to gate check bags unnecessarily.

Airlines that achieve operational reliability do it by getting the right resources in place to accomplish everything that’s necessary to get planes out on time, not by requiring employees to skip steps and inconvenience customers in order to achieve operational goals.

3% Rebate Debit Card Launches and Singapore Airlines Status Matches

by Gary Leff on November 18, 2018

Nov 18 2018

A roundup of the most important stories of the day. I keep you up to date on the most interesting writings I find on other sites – the latest news and tips.

This Man Was So Frustrated By a Flight Delay He Lit His Luggage on Fire

by Gary Leff on November 18, 2018

Nov 18 2018

Passengers were chanting and one did the only thing he could do to express his frustration and feel like he had some control over the situation: he set his luggage on fire.

We’ve all felt that way from time to time, amiright?

Top Hotels Failing to Change the Sheets and Don’t Dare Drink From Those Bathroom Cups

by Gary Leff on November 18, 2018

video screen shot of coffee cup and towel in hotel room

Nov 18 2018

There’s a video out of China which has been seen tens of millions of times over the past few days exposing the awful housekeeping practices at 14 hotels including Le Royal Méridien Shanghai; Park Hyatt in Beijing; Waldorf Astoria Shanghai; Ritz-Carlton Shanghai; and even the Aman Summer Palace.

The Joys of Flying Standby, Set to Bohemian Rhapsody

by Gary Leff on November 17, 2018

Nov 17 2018

This is just brilliant, you’re going to want to share this with anyone you know that works for an airline or their friends and family who travel on passes.

Heartbreaking: Woman Shipped 80 Year Old Father to Denver With His Dog And No One to Care For Him But United

by Gary Leff on November 17, 2018

Nov 17 2018

We hope not to be burdens on our children. Many people would choose not to let themselves reach the point where they don’t know who they are and can’t function independently. But we try to extend lives, and the burdens on families and on society for costs, are significant.

So we wind up with people sent to the airport, where the best we can hope for is a compassionate United Airlines employee to see that they’re taken care of.

Some American Airlines Flight Attendants Refuse to Serve Drinks to Passengers

by Gary Leff on November 17, 2018

Nov 17 2018

In the spring American Airlines started offering free alcoholic beverages to passengers seated in their extra legroom Main Cabin Extra seats, copying Delta (although Delta offers snacks too). American’s flight attendants have expressed frustration.

They’ll say they’re concerned about customers drinking too much, but the real concern appears to be having to do more work.

American’s New Domestic First Class Cheeseburger

by Gary Leff on November 17, 2018

Nov 17 2018

American Airlines has a new cheeseburger in domestic first class at lunch.

A year ago United upgraded their condiments in a deal with Sir Kensington. United then added Sir Kensington chipotle mayo this summer. American is using these same exact condiments — which are good but exhibit a sad lack of originality.

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About Gary Leff

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About Gary Leff