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 »

More articles by Gary Leff »

American Airlines is Making a Big Mistake With its Boeing 767s

by Gary Leff

airline cabin
Dec 26 2018

Early in the year American Airlines CEO Doug Parker described his airline’s Boeing 767-300s as a poor customer experience.

It’s certainly true that business class on the plane — while fully flat with direct aisle access — is uncompetitive. It’s a narrow, uncomfortable seat that feels like a coffin. The Thompson Vantage seat is one that many airlines have used for their 767s, but United is putting their Polaris seat in their 767s (which is marginally better) and Delta is putting suites with doors in their 767-400s. But it’s better than what American offers on many routes, and offers more space in coach period.

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One Mile at a Time and Frequent Miler Miss the Point on Marriott v. Hilton

by Gary Leff

hotel pool
Dec 25 2018

With all of the problems that Marriott has had launching their new program and integrating 3 loyalty programs into one, many customers are frustrated. Starwood members in particular have been disappointed by the customer service standard over the phone with Marriott, and with the way many Marriott properties are implementing the benefits that have been promised. In short, Marriott has failed to deliver.

Two high profile blogs take issue with my argument that as much of a hash as Marriott has made at things, the grass isn’t greener at Hilton Honors. They’re wrong.

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TSA is Changing Its Dog Strategy to Stop Scaring Children (Yes This is Real)

by Gary Leff

tsa
Dec 24 2018

Roughly 80% of the dogs used by TSA have floppy ears. The other 20% with pointy ears scare children so as pointy-eared dogs retire they are being replaced by dogs with floppy ears.

The TSA spends $26,000 to $42,000 training each dog and accompanying dog handler. Though they’re trying to make the dogs friendlier-looking, they don’t want kids to pet the dogs but did you know that dog handlers are given “baseball-like cards for [their] dog” to “give to children and adults who want to greet the canine while its working” which may be the most valuable feature of the program.

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Norwegian Air Maneuvers to Avoid Collapse

by Gary Leff

plane on runway
Dec 24 2018

Several days ago there were questions about Norwegian Air’s ability to survive into the New Year. A report from a Danish bank suggested they could breach financing covenants which could have led to the unraveling of the low cost carrier that has been driving down transatlantic airfares and that is active in Europe.

The carrier though has announced several moves that they say should shore up their balance sheet. Whether these are enough depends on a variety of factors such as the cost of fuel and demand during the winter dip in travel.

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To Everyone Leaving Marriott for Hilton: You’re Nuts

by Gary Leff

Dec 24 2018

I’m as disappointed as anyone with the way Marriott has delivered on their new loyalty program. The technical side of combining Starwood and Marriott accounts has been frustrating — my account still isn’t right. Customer service has been poor — I’m waiting for a reply to an email from September. And most of all the delivery of benefits and redemptions hasn’t matched what was promised.

However that doesn’t mean you should abandon Marriott. In fact you shouldn’t. Here’s why.

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