Doug Parker answered American Airlines employee questions this week. One thing he got asked about is the Boeing 737 MAX which has no seat back video on demand.
He still hasn’t flown the plane and he thinks it’s weird that anyone should care, “I haven’t flown the 737 MAX as people like to report for some weird reason.”
I’ve gotten asked increasingly frequently lately now that United, Delta, and American all offer Basic Economy fares (no advance seat assignment, no cancel/changes, no upgrades or extra legroom seats, and in United’s and American’s case no full-sized carry on bag) how soon until saver awards book into Basic Economy?
Just like the airline’s inconsistent messages over whether they’re a premium carrier (Flagship lounges) or Allegiant (no seat back video, tiny lavatories, 30 inch pitch with reduced recline seats, and Basic Economy) they offer inconsistent messages on pay (bonuses but reduced profit sharing) and expectations (no enforcement of overhead bins, but more work when it matches an airline – rather than customer – priority).
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IHG Rewards Club has been offering discounted hotel night redemptions for just 5000 points per night for more than a decade.
At the beginning there were some high value hotels included in the discount properties list. Over time there have been fewer and fewer premium hotels. The ‘good ones’ are almost always swept up and disappear from the list within a couple of days. These deals have been so good that in China people were automating PointBreaks bookings and reselling them.
After American’s earnings calls the company’s executives meet with employees and take their questions. One of the questions was about the restoration of the most important element of an interline agreement between American and Delta, the ability for each airline to put their passengers into empty seats on the other carrier during irregular operations.
And Doug Parker, American’s CEO, wound up and took a swing at Delta…
After American’s earnings calls the company’s executives meet with employees and take their questions. One of the questions was about the airline’s internal employee survey which revealed significant discontent.
Mergers create a brief window where customers are largely protected from devaluations. Airlines are distracted by merger integration, and don’t want to make customers feel like the merger will be bad for them right away. Once American Airlines moved to a single reservation system in October 2015 we learned about a gutting of AAdvantage the next month both for elite status qualification and benefits and for their redemption chart, and then the rollout of basic economy the next year.
Alaska Airlines right now has by far the most lucrative US airline frequent flyer program. Their award chart is far more attractive than that of their competitors. And they’re a better airline to fly. That may change.
American’s policy is vague, but they do not ask flight attendants to enforce seating with a cabin. If there’s an empty seat with more legroom and you move to it, flight attendants aren’t expected to stop you (let alone charge you, the way United might).
During United’s investor call airline President Scott Kirby reiterated his belief that the largest airline a market will sign up customers for their credit card. If they grow in a market they’ll get more credit card signups and make more money from Chase.
Nowhere in the discussion is there anything at all about the features or benefits of that credit card.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
