Category Archives for Airlines.
You’d think that an airline like Delta has so many customers, how can a single interaction with one of them matter for the bottom line?
But you have to remember that Delta has over 80,000 employees. Not every one of them interfaces with customers, although most things that nearly every one of them does has an effect on customers. And employees are in contact throughout their days, each and every hour they’re at work, in some cases as many as 250 days a year.
The European Union Aviation Safety Agency has determined that there’s too much weight at the back of the plane. With middle seats blocked up front for Club Europe, BA is having to block the last one to two rows of coach to compensate.
American Airlines is suspending their New York JFK – Madrid flight January 7 through February 29. There are three reasons why – and all point to how much American has gutted their New York operation.
Last September American Airlines was named a 5 Star Global Airline by the Airline Passenger Experience Associate (APEX). The airline placed logos on their planes beneath the oneworld logo to note the achievement.
American is excited to celebrate their second year of this achievement, which was just awarded.
American is making it harder once again to deal with irregular operations despite a long hot summer of cancelled flights and displaced passengers.
American has a new system set up to cancel extra backup segments in an itinerary. If agents add extra segments to give you options when things go bad those segments will be removed automatically.
Lufthansa first class is a tough frequent flyer award to book. Here are the principles that let you secure these coveted award seats.
American Airlines has added 7 new winter routes and 6 new summer routes. They’ll be flying to Fairbanks, Alaska from two hubs and to an airport whose three letter call sign stands for “Everyone Can Party.”
The issue was caused by a gate agent error and, it seems, poor employee communication and customer service coupled with a misunderstanding. But it’s the customer who suffered – but only emotional suffering and inconvenience, no beatings, and that’s progress.
United Airlines President Scott Kirby spoke yesterday at the Morgan Stanley 7th Annual Laguna Conference. There probably no one in the industry that’s been more ‘by the numbers’ than Kirby, and in my view no one that’s been more an enemy of customer experience. I’ve often called him a destroyer of airlines.
Yet he told the gathering that “more and more” United has to be “competing on quality instead of just schedule and price.”
Word leaked two years ago that JetBlue’s founder Dave Neeleman had registered a new airline company. The plan to fly Airbus A220s was supposed to be two years away, but now it seems he’s ready to start next year using planes being retired by Brazilian carrier Azul.
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 »
