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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How American is Thinking About What Really Matters to Customers

Jan 29 2016

The things that were most interesting to me about American’s earnings call weren’t falling airfares and weakness in South America market; the Zika virus; or American’s record profits, whether it’s fair to say that they had the most profits of any airline in history (or whether Delta ‘excluding employee profit sharing’ is higher, since of course those are wages and as Doug Parker pointed out the difference in profits between the airlines is Delta’s big losses on fuel hedging, something American doesn’t do).

The audience for the earnings call was mostly financial analysts. American was getting beaten up on, despite its profits and margins, for low fares. The critique was, why don’t they do more, actively manage to find ways to keep more of the cost savings from lower fuel? However there’s always some important tidbits that matter from a customer perspective, and to understand the direction the airline is going and what matters to its leadership. So here’s what was most interesting to me, that will be a different emphasis from mainstream financial reports on the call:

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United Launching One of World’s Longest Flights, San Francisco – Singapore

Jan 28 2016

United is launching San Francisco – Singapore service June 1 operated by a Boeing 787-9.

This flight is 132 miles shorter than Qantas’ Sydney – Dallas, which is the current longest flight in the world. And it’s shorter, of course, than the Dubai – Auckland, New Zealand flight that Emirates just announced for March. United will terminate service between Singapore and Tokyo/Narita effective June 2, 2016 (eastbound).

There are several things striking about this development.

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Japan Airlines First Class Award Space, Spend Your American Miles Before Devaluation

Jan 28 2016

There is plenty of first class award space on Japan Airlines for New York JFK – Tokyo and Chicago – Tokyo over the next 6 weeks. There’s also a new pattern for American’s Dallas and Los Angeles – Tokyo flights releasing premium cabin award seats.

When there’s first class available it’s on JAL’s Boeing 777-300ER which has their new first class suites. American charges 62,500 miles each way between the US and Japan (as well as Korea). Make Tokyo your connection and continue on in Asia and first class awards are 67,500 miles each way.

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IHG Rewards Club Top Tier ‘Spire Elite’ Members Finally Get a Benefit

Jan 28 2016

Last year IHG Rewards Club (née Priority Club, the loyalty program for Holiday Inn, Crowne Plaza, and related brands) introduced a new top tier elite level, Spire Elite. It offers almost nothing to improve in-hotel treatment: no promise of suites, or club lounge, or breakfast, or even late checkout.

But they’ve now sent out a new benefit. And it means more points for everyone else, too.

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