A Michigan man spent 5 years in jail for murder when all it would have taken to prove his innocence was a receipt from Hertz.
After numerous subpoenas and court orders, Hertz was ordered to appear in person and finally produced the receipt. The man’s conviction was overturned and he’s now free.
Loyalty isn’t primarily about points or benefits. It isn’t transactional. It’s about building a relationship based on taking care of customers and building trust. That’s difficult to do in a mass way, even with elite benefits because that group can number in the tens of thousands (for top elites) to the seven figures (for lowest level).
A program systematizes how guests are cared through. Benefits are part of doing that. In formulating a set of benefits it’s most important to understand what matters most to the customers that matter most. That’s often how a travel brand cares for the people the member cares most about.
American Airlines CEO catapulted from securing Air Transportation Stabilization Board subsidies for America West, to taking over government-subsidized US Airways, to getting the federal Pension Benefit Guaranty Corporation on the side of acquiring American Airlines from within bankruptcy. Then he spent all his time in D.C. realizing there’s more revenue in taking money away from taxpayers than selling to customers. U.S. airlines will receive over $79 billion in federal support in a year.
As I put it about anti-Gulf carrier coalition member Delta, the U.S. airlines have always believed in subsidies for me, but not for thee.
American Airlines is launching 7 new year-round routes out of Austin and 3 seasonal routes. American is the second largest carrier at the Austin airport, behind Southwest, and historically it has produced some of their highest non-hub yields. With these additions, together with their partners they’ll service 26 destinations from Austin.
With people thinking more about getting out more in the not too distant future, on board card promotion is back in a big way in fact for March and April they’re incentivizing this with additional cash and donations.
What’s perhaps most interesting though is the statistic they’re promoting, that only 14% of passengers on a given flight have an AAdvantage credit card.
American Airlines just boosted the amount they are borrowing against the AAdvantage program to a record-breaking $10 billion.
The blended average rate on this debt is 5.575%, paid by three subsidiaries that now make up AAdvantage based in the Cayman Islands. When the pandemic is over I’m encouraging American to throw a Members Only Party on board several flights to Grand Cayman where we can all visit our miles.
Make no mistake: nursing your nuts is no longer an excuse to go maskless on board an aircraft. Put your mask back on between bits or sips if it’s going to be more than a couple of seconds.
Congress passed the American Rescue Plan which includes $14 billion for commercial airlines, and requires them not to furlough workers through September 30.
Previous bailouts included $50 billion in the CARES Act ($25 billion in payroll support and $25 billion in subsidized loans) plus suspension of the domestic air travel excise tax for 2020 and then an additional $15 billion in December 2020. This brings total commercial airline subsidies to $79 billion, separate from funds for airports, airline contractors, and cargo carriers.
Taking surveys for miles was super lucrative twenty years ago. Now I very often don’t bother. The rewards tend to be much lower, and I’ve wasted too much time on screening questions to even qualify for a survey that don’t pay out at all, only to learn after that effort that I’m not eligible.
Here’s an exception to the rule. There’s a new offer to earn 10,000 Hilton points as a bonus for your first Guest Opinion Rewards survey, increased from just 1250 bonus points.
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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 »
