American Airlines Charcuterie Plate: A Great Pre-Order Option You Should Consider on Your Next Flight

by Gary Leff

airplane food
Apr 21 2019

Regular readers know that it’s almost always a good idea to pre-order your meal in American Airlines domestic first class, if you’re in the cabin at least 24 hours prior to departure. They have special meals you can order in addition to the two choices that’ll otherwise be on board. For lunch I’ll often take the kosher meal or the muslim meal (I do not like the kosher meal at breakfast).

Since launching a partnership with Zoës Kitchen American Airlines has introduced a pre-order charcuterie plate.

Continue Reading »

Airline Goes Out of Their Way to Help Ungrateful Family (The Perils of Basic Economy)

by Gary Leff

airplane cabin
Apr 20 2019

What obligation does a passenger have to understand their fare, and how what they’re buying will meet their needs (or not)?

And while It’s fair to blame airlines for a lot of how we experience travel, don’t we also have to take some responsibility for ourselves? The whole experience would be better for everyone, all around, if we’d practice gratefulness.

Continue Reading »

Why Eliminating Award Charts is the Wrong Way to Do Revenue-Based Redemption

by Gary Leff

flight chart
Apr 19 2019

There’s a real problem that programs are facing, how to deliver award seats in a world where planes are full and airlines aren’t growing faster than the economy? If there aren’t unsold seats on desirable flights the model breaks down. The answer though isn’t to move towards low value redemptions where a mile is worth a penny. That’s giving up.

Fortunately it’s not really an either-or proposition. In fact United’s own experience with revenue-based redemptions shows that this new model can easily co-exist with award charts.

Continue Reading »

United Revealed Plans For MileagePlus, Polaris, and Basic Economy in its Earnings Call

by Gary Leff

united-plane
Apr 19 2019

Plenty of reporters will be covering the United Airlines first quarter earnings call, but largely focusing on the airline’s revenue performance and questions about the fleet – especially the 737 MAX.

My interest is largely focused on customer experience – product, fares, and the loyalty program – and that’s something that gets discussed but not nearly as widely picked up in the coverage. So these are the things that struck me as interesting during United’s earnings call.

Continue Reading »