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 »

Marriott Explains What Systems Still Aren’t Working and When They’ll Be Fixed

by Gary Leff

outside marriott hotel
Aug 27 2018

On a scale of travel company IT integrations, Marriott’s new program launch didn’t go nearly as well as the largest travel program merger — American Airlines-US Airways — nor nearly as badly as the biggest debacle United-Continental.

While Marriott managed to get functionality up quickly to book reservations, even now 9 days later there are several lingering issues.

I spoke with David Flueck, Marriott’s Senior Vice President of Global Loyalty, to get a sense for where things stand — what bugs are still outstanding, and when we can expect those to be resolved.f

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The Capital of a Small European Nation Figured Out How to Get The World Talking About a Visit

by Gary Leff

lets your build your pleasure map
Aug 27 2018

They call themselves the ‘g spot’ of Europe, “nobody knows where it is but when you find it, it’s amazing.”

Their quiz actually made me blush a little. Their things to do – like the National Gallery of Art – are described as “pleasure spots.”

Truth is though that while this isn’t likely to directly cause people to visit, it is likely to raise awareness for Vilnius, Lithuania.

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JetBlue Increase the Price of First Checked Bag to $30, Will Other Airlines Match?

by Gary Leff

baggage claim
Aug 27 2018

Over the last year JetBlue has made several moves to squeeze more revenue from customers. The airline has been eliminating its product advantages over competitors, and diminishing its customer-friendly approach. They still offer more legroom and their inflight internet generally works, but the legroom advantage is less than it used to be and the airline no longer offers a free checked bag to everyone.

Now JetBlue has made a move that its domestic rivals hadn’t yet — increasing the cost of a first checked bag to $30. And what everyone wants to know is, will other airlines match?

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Has United’s President Done a 180, Started Caring About Customer Experience?

by Gary Leff

airplane seats
Aug 27 2018

United Airlines President Scott Kirby, who has previously served as President of American Airlines (and US Airways and America West before that), is the most ‘by the numbers’ executive in the airline industry today. I’ve called him a destroyer of airlines.

However he’s just given an interview where he actually says that brand matters to an airline’s success in the long run and so more than what’s in the spreadsheet matters. Does the new rhetoric match reality?

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American’s CEO Finally Tries His Own Coach Product. Here’s His Reaction.

by Gary Leff

back of airplane seats
Aug 27 2018

American Airlines CEO Doug Parker has finally flown the airline’s new standard coach product, a full nine months after it has entered service.

American debuted a new domestic interior on their first Boeing 737 MAX back in November. That isn’t just the new product that is going on one plane (of which they have 100 on order). They’re taking all of their existing Boeing 737s and replacing the interior with new seats with less distance from seat back to seat back, that have less padding, and no seat back video.

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American Airlines Voids a Bump Voucher. Did They Do It For Spite – or Worse?

by Gary Leff

airline ticket
Aug 26 2018

American offered compensation so that the rebooking would be listed as voluntary rather than involuntary, not because DOT requirements were at play here at all.

The passenger agreed to give up their seat for compensation and American agreed to book the passenger onto the next available flight. Due to a delay the next available flight happened to be the original one.

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Fare Alert: Premium Economy Many US Cities to China, Hong Kong From $884 Roundtrip

by Gary Leff

airline cabin
Aug 26 2018

It’s never been as easy or cheap to fly internationally, largely because of ultra low cost carriers across the Atlantic and the rise of Chinese airlines fighting for business from the US and connecting that traffic to Southeast Asia.

However I really value premium cabin fare deals. Because while you can sometimes find transatlantic fares for under $300 roundtrip, and transpacific fares under $400 roundtrip, those would have been great in my youth but I don’t want to fly coach such long distances.

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