From Uber To Embrace: The Ultimate Guide to Transforming Relationships Through Airport Pickups

by Gary Leff

Jul 15 2024

When someone comes into town do you pick them up at the airport? It’s a lot easier, especially with electronic requests for a ride and just entering an address into a phone app (and no need for local currency, even), to just have them Uber or Lyft. In some parts of the world it’s Grab or Didi.

But picking up someone from the airport is an act of love. It takes effort and planning. It’s twice as much driving, and it involves waiting. It’s precisely because it is harder and more costly that it works as a signal of how much you care.

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13 Reasons American Airlines Falls Short Today – And How They Can Dominate Tomorrow

by Gary Leff

Jul 14 2024

What they lack is – in some sense – fixable by a management who sweats the small stuff to deliver an outstanding customer experience and who articulates a vision that aligns employees with a shared goal to deliver on that experience.

There are (13) things that I believe about American Airlines, from customer experience to business strategy, and they help explain both the outsized potential of this airline to be great and the decisions holding them back.

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Couple’s Awful Seat Trick Leaves Passenger Trapped: How To Always Get Extra Space Flying Economy

by Gary Leff

Jul 14 2024

A woman found herself in the middle of somebody else’s travel hack. She was assigned a middle seat on her flight, between a couple who had booked the aisle and window seat in the same row.

They didn’t offer to trade. So the woman was stuck sitting between a couple – and they talked to each other throughout the flight, and passed food and drinks back and forth. They did this over the middle seat passenger’s laptop.

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“Shut Up and Listen!” Spirit Airlines Gate Agents Break Down Amidst Massive Delay Chaos, Declare “We’re Frustrated As Hell!”

by Gary Leff

Jul 13 2024

This is a flight departing from California but it could be any – or every – Spirit Airlines flight as a an agent for the airline announces, “Everybody’s attention right now! Right now! Alright, now, [do you all] wanna get on this flight or not?”

She continues her rant to passengers waiting for their flight to Las Vegas, “everyone’s gonna shut up and we’re gonna say this once, and we’ll only gonna say this again ’cause we’re frustrated as hell!” Maybe she’s referring to the flight delay or maybe she’s referring to all of the airline’s fees. Either way, the crowd erupts!

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I’ll Be Speaking At Zorkfest In Las Vegas In November, If You’d Like To Join In

by Gary Leff

Jul 13 2024

November 1 – 3 is this year’s ZorkFest in Las Vegas. I spoke there last year and had a great time. It was in Reno, so a bit less convenient, but still a beautiful setting (and sessions were held in what was once the suite were a certain person who later became President would first interact with a porn star who later became a household name).

This year’s event will be far less notorious, but certainly classic Vegas – hosted at the Horseshoe which was the original MGM Grand.

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