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 »

The Real Reason People Hate Airlines (People Hate Comcast For This Too)

by Gary Leff

Jun 07 2023

Have you ever tried to get your cable fixed by calling Comcast? Or have you ever tried to get advice from the IRS 800 number? Most large organizations become sclerotic. The people hired to field calls may be judged not on whether they help customers, but how quickly they get rid of customers (average time per call). At the very least, they probably aren’t evaluated on whether or not they solve a customer’s problem.

Southwest Airlines denied a baggage claim even though there was video evidence, a police report, and an arrest showing the bags were stolen. Their reason? “A discrepancy.” And Southwest is hardly the Comcast of aviation.

Continue Reading »

The World’s Airlines Have Gotten Together To Demand Less Consumer Protection

by Gary Leff

Jun 06 2023

Since delays have increased since European EU261 compensation, the airline industry argues that the financial incentive in imposing costs for delays doesn’t reduce delays. That’s a bit rich, though, to argue that an increasing number of passengers needing compensation for airline flight delays proves it’s unnecessary to pay? The incentive isn’t the only reason!

Continue Reading »

Finally An Honest Resort Fee: At This Holiday Inn It Includes Absolutely Nothing

by Gary Leff

Jun 06 2023

More hotels should simply state, as this one does, that the add-on fee doesn’t actually get you anything. They should stop pretending you get some bundle of value when you don’t.

I actually like that this hotel doesn’t bother displaying a list of bogus benefits like a once a week yoga class outdoors at 3 a.m. in winter and a free underwater basket weaving class with mandatory extra charge for snorkel gear.

Continue Reading »

How Marriott’s W Dallas Hotel Is Shortchanging Bonvoy Members – And Its Own Staff

by Gary Leff

Jun 06 2023

You’re charged 18% more than the actual published price of what you order, and then likely assume it covers the tip. You should add another, say, 18% – 20% on top of the 18%. But since many won’t, not asking the question, this service charge almost certainly leads to lower tips even as it leads to higher profits. In other words, it’s not just the guest being cheated it’s the employees too.

Continue Reading »