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 »

Here’s What American’s New Meals are Really Like Inflight

by Gary Leff

Aug 15 2015

Last night was my first opportunity to try one of the new domestic first class dinner entrees that American rolled out August 1 (although I remain happy with the entree salads that rolled out May 1, up until yesterday I’ve only been on breakfast or lunch flights in August).

Here’s what the steak and lobster mac and cheese looked like in the test kitchen…

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What’s Wrong With Customer Service: Airlines Make Two Promises, But Only Honor One

by Gary Leff

airline seat
Aug 14 2015

I got an email early this morning from a movie investor who lives in New York and works mostly in Los Angeles and is a Delta SkyMiles Diamond member flying predominantly their premium transcon flights between the two cities.

My correspondent frequently buys first class, especially on redeye flights back to the East Coast in order to sleep. The premium lie flat seat is a must, and commands a price premium they’re positioned to pay.

What prompted the email was boarding the plane to find this seat:

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Hyatt Solves Issue of Hotels Playing Games With Reward Space and Confirmed Upgrades

by Gary Leff

Aug 14 2015

Back in June I wrote about two significant challenges with the Hyatt Gold Passport program: Hotels not offering award nights even when standard rooms are available and hotels not offering confirmed suite upgrades on cash and points award stays, even though these aren’t supposed to be capacity controlled.

I spoke with Jeff Zidell, Hyatt’s Senior Vice President for the Gold Passport program, about these issues. And he took action.

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