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 »

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The Worst Airline Complaint I’ve Ever Seen — Where Simple Steps Could Have Made It All Better

american plane
Oct 20 2017

Things go wrong when you travel. The most important thing is always safety, and while it’s frustrating when there are mechanical delays or flight diversions I’d always prefer to take the delay than push forward.

I wish that airlines did a better job communicating when things go wrong. However it’s often a game of telephone with two cups and a string. There’s uncertainty about the situation, about the plan to fix it, and between plenty of moving pieces — actually fixing the plane, what alternatives are available, and this all takes time to sort through.

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