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Category Archives for General.

United Fails Basic Marketing With Polaris Business Class Rule

by Gary Leff

Feb 06 2017

I hear from customers almost every day who aren’t getting the new business class seats on their upcoming flights over the next few months — and argue with me that they are. “But the confirmation says Polaris” they tell me and I have to explain that this simply means they get the new soft product, and it will be years before most flights have the new seats.

That’s a problem, but there’s something far pettier and a much bigger lost opportunity, that I want to highlight.

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TIP: People Behind the Desk at American Express Lounges Can Do More Than Just Check You In

by Gary Leff

Feb 04 2017

American Express prides itself on service, and when you arrive at one of their lounges you’re checked in at the “Member Services” desk. I’ve only seen staff there checking boarding passes, American Express cards, and photo IDs (and of course in Dallas and Miami, making spa appointments).

I was curious what else they did, so I asked around, and it turns out quite a lot. You can really lean on the staff there for more than just scanning a boarding pass, which is something I suspect most guests don’t realize, so I became curious about some of the things that the staff have done recently for members in some of the various clubs across the network.

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My American Express Financial Review Was Just 3 Questions Over the Phone

by Gary Leff

credit cards
Feb 04 2017

I received a letter from American Express saying they needed to verify information about my business for a small business credit card that I have (Starwood). The letter said they had been trying to reach me but had been unable to. I did not receive any phone calls or messages from American Express.

So I called the number on the letter. I wondered if this was an American Express Financial Review.

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