Revealed: How Much Money Lost Luggage Really Costs The Airlines

by Gary Leff

Apr 02 2020

At an internal meeting on Friday, American Airlines President Robert Isom told employees “every lost bag is nearly $60.” That amount was new to me.

In January alone American mishandled 74,975 bags, the most in the industry by far, and not any improvement over the prior year. At $60 per bag it cost American $4.5 million, and annualized at the same rate $54 million. Extrapolating similar costs for the industry would mean US carriers losing over $160 million a year to mishandled bags.

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American Airlines Reminds Flight Attendants To Pitch Credit Cards During Coronavirus Crisis

by Gary Leff

steward on plane
Apr 02 2020

American Airlines and their credit card partner Barclays have updated the offer for the credit card they market inflight. And with this change, American Airlines is again encouraging flight attendants to hand out paper applications on board to passengers, even while they’re reducing the rest of their service levels to promote health and safety of cabin crew and customers alike.

American Airlines sent out a message to flight attendants who have been through training to qualify to pitch the card inflight.

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American Airlines Suggests Employees Take A Second Job At Amazon And Instacart

by Gary Leff

Apr 01 2020

Even though U.S. airlines are getting access to a $58 billion federal bailout, and even though taking government money places limits on furloughing employees, there are going to be employees who do lose their jobs, lose their hours, and also just have time on their hands.

American Airlines has set up relationships to facilitate hiring of their employees by 6 large companies who are looking for workers.

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Marriott Extends Flexible Cancellation To June 30

by Gary Leff

Apr 01 2020

Marriott has updated its coronavirus policy, granting flexibility on cancellations through June 30th as well, though with no new information on what to expect from the Bonvoy program.

There’s a bunch of fine print to this. They’re warning that refunds may take 90 days; Design Hotels and Homes & Villas by Marriott are excluded; and this doesn’t apply to group boookings.

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What Should Loyalty Programs Do While People Aren’t Traveling?

by Gary Leff

Apr 01 2020

Loyalty programs need to stay relevant. When people aren’t traveling, they aren’t engaging with the brand. Expect co-brand credit card applications to fall. There will be fewer new customers, and perhaps even more people than usual will cancel cards when annual fees come do. Both the number of active members of a program will drop and the size of the credit card portfolio will decline as well. The volume of card spend is likely to fall in recession.

Yet loyalty programs are key to a travel brand’s resurgence. What should they be doing?

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Every Delta Flight Will Get A New Standard Of Cleaning

by Gary Leff

delta plane
Apr 01 2020

For years airlines have cleaned planes less than you probably think. Between flights it’s usually been just a quick clean between flights, picking up the most obvious trash but not even getting everything out of seat back pockets. First flight of the day has been the cleanest – less pressure to get cleaners on and off quickly so that planes don’t sit much between flights.

When times have been tough cleaning is an area that airlines cut back. Coming out of bankruptcy Delta wasn’t deep cleaning planes more often than every 12 to 18 months. Now that times are tough airlines will have to invest more in cleaning.

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