Category Archives for Airlines.
The latest DOT Air Travel Consumer Report shows Delta avoided bumping passengers entirely, while American led the industry in cancellations, mishandled bags, denied boardings, and passenger complaints.
Delta says demand for premium credit cards is driving growth, with plans for a new card above the $650 Reserve and updates to SkyMiles cards across the lineup.
Mere days after British Airways banned flight crews from drinking coffee or soda in front of customers – and told them that even water had to be consumed ‘discretely’ – they’ve been forced to roll back this policy.
The coach experience matters as much as business class for an airline – even (and especially) an airline that wants to maximize its premium revenue.
Becoming a premium carrier is a decade-long process. It stretches across the entire product offering, not just premium products. It takes investment and it takes a huge change in culture and mindset. It’s a journey not just for the airline, but for customers as well – who build their perception of the airline through the lens of experience in the back of the plane before considering whether to graduate to more expensive offerings.
Changing to an open seat nobody else is using can’t be stealing because the airline hasn’t given up anything, and claiming it harms other passengers isn’t right either because other passengers still got exactly what they paid for.
An American Airlines flight attendant is looking for advice on leaving, because they are embarrassed to work for the company. They aren’t proud of the product they are forced to deliver, and they feel ashamed telling people what their job is. So they are considering trying to get hired on at United or Delta instead – because they “want to have PRIDE” in their career.
Delta is preparing to launch Austin–Miami service as part of its massive expansion in Central Texas, a move insiders say is designed to “emotionally bruise” American Airlines.
American Airlines will unveil a new champagne next week while also preparing long-overdue improvements to its notoriously bad coffee, part of its push to win back premium flyers.
Government 9/11 ceremonies trapped passengers at customs and immigration inside the San Francisco airport today, and forced an American Airlines flight to divert away from National airport.
After abandoning their core business model and customers, Southwest’s CEO is weighing first class cabins, airport lounges, and Europe flights in a scramble to redefine the airline.
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 »
