Sting Operation: Hotels Not Following Enhanced (Or Any!) Cleaning Procedures

by Gary Leff

Jun 30 2020

TV reporters checked into a Hyatt, Hilton, and a Trump hotel in New York and left marks on pillows, television remotes, thermostats and other areas of the room with washable sprays and gels that show up under UV light to see whether cleaning procedures are being followed.

They checked back into the same rooms the next day to see whether sheets had been changed and high touch points had been cleaned. Two hotels utterly failed, and one hotel partly failed – enough so that you wouldn’t want to stay there.

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Amex Offering Cardholders $50 To Shop At Small Businesses

by Gary Leff

Jun 29 2020

American Express conjured up a holiday, Small Business Saturday, in a pique of marketing brilliance. They wanted to promote card acceptance with small merchants in a drive to reach parity with Visa and Mastercard, and promote awareness among their own cardmembers that Amex is accepted at small businesses.

American Express has a new small business promotion now – an ‘Amex Offer’ you can add to one personal card that will give you a $5 rebate on up to 10 purchases of $10 or more (total $50) at eligible small businesses.

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Marriott Closing San Antonio and Ontario Call Centers

by Gary Leff

outside marriott hotel
Jun 29 2020

Three months ago Marriott laid off Ambassador customer service staff as part of customer contact center closures, effectively gutting the personalized nature of the Ambassador program – which still requires customers to spend at least $20,000 annually, even with this year’s reduced elite requirements.

Now Marriott has gone a step further and just announced the closure of two call centers.

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Dear American Airlines, Masks Don’t Help When Your Employees Won’t Wear Them

by Gary Leff

Jun 29 2020

My home state of Texas is seeing a surge of cases, including in the Dallas area. But American Airlines flight crew at DFW and Dallas-based ground staff were photographed not wearing masks.

When airline employees don’t wear masks, they’re endangering passengers and scaring them away. That’s bad for business. And when employees don’t wear masks, passengers model them. It’s tough to get passengers to wear masks when pilots don’t.

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What Will American Airlines Become When This Is All Over? CEO Says They’re Re-Building From Scratch

by Gary Leff

Jun 29 2020

A crisis is an opportunity to rethink the business. In normal times there are plenty of good reasons not to take chances, and too many entrenched interests standing in the way. Those are largely swept away. And the old arguments favoring the status quo hold little weight when the status quo is no longer an option.

Parker is right that the pandemic and rebuilding the airline’s routes and traffic from almost zero is an opportunity to re-think the business. Unfortunately he does not articulate here a creative new vision for how American Airlines might do that.

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When Restaurants Closed, Rats Needed Somewhere To Eat – The Paris Airport

by Gary Leff

Jun 29 2020

There are several surprising side effects of the coronavirus pandemic, that make a lot of sense once they’re pointed out. For instance one of the prime drivers in reduced GDP during the first quarter was drop in health care spending. How can that be with all the investment in treating COVID-19? Elective treatments were put off, nobody was going to the dentist either.

When restaurants closed down, rats had to go scurrying elsewhere in search of food….

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5 Reasons The Airlines Won’t Get The Second Bailout They’re Asking For

by Gary Leff

cash
Jun 28 2020

Airlines want another bailout. They’ve been laying the groundwork for two months. The major unions are asking for full payroll through March. The American Airlines pilots union, at least, is trying to frame the subsidies as pro-consumer calling it the government ‘buying all the middle seats’ although in many ways that’s an even worse idea.

There are two things the airlines have going for them, and five reasons a bailout just isn’t going to happen a second time.

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American Airlines Planning International Route Announcement

by Gary Leff

Jun 28 2020

American Airlines CEO Doug Parker shared with pilots last week that they’re planning an international route announcement in a couple of weeks. The flights they’ll be adding soon have already been shown to pilots, who had to bid on which trips to take. They’re also going to share plans for which flights they’ll run next summer – and which they won’t.

Senior Vice President Vasu Raja then went on to explain how they’re deciding which flights to add, and dropped two that look likely to start back up in August.

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