May 13 2016

As US airlines move towards revenue-based frequent flyer programs, they’re taking the most successful marketing innovation in history that managed to turn a commodity product (a seat that takes you from A to B) into something consumers had a strong brand preference for and they’re re-commodifying it.

I’ve remained genuinely surprised at the rush to do this given that the programs as they’re currently constituted are wildly financially successful. They’re billion dollar standalone businesses. It’s rather amazing, because for almost every other industry marketing is an expense line not a profit center. And they’re very much risking that.

Peter Sheahan, author of Matter (and a United Global Services member), thinks companies are missing the boat on loyalty program design.

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May 13 2016

Regular readers of the blog know that I use Award Wallet to track my miles and points.

The free version of the service suffices for most. You enter your frequent flyer account numbers and passwords. Then you can update most of your account balances with a single click and see them on one page. You can log into your accounts with a single click.

When I first signed up I realized quickly I was happy to pay the minimum required for their premium membership that included expiration date tracking for many of my accounts.

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May 13 2016

American Express is running a 30% bonus on transfers to Etihad Guest through June 15. This is more valuable than you may realize. Etihad’s points aren’t just useful for booking premium cabin award tickets on Etihad itself.

There are some unique features of Etihad Guest. I’ve had success with award holds, there are strong value partner awards some of which are absurdly cheap, and you can even get infant fares for just 10% of the miles (not of the ticket price).

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May 13 2016

A passenger pleaded not guilty after becoming belligerent and demanding hugs when flight attendants refused to serve him beer.

It’s not even the first time this year this has happened. It’s not even the first time this year it’s happened on Alaska Airlines. In February an Alaska Airlines passenger screamed ‘We’re all Gonna Die!’ when refused alcohol. In that case the airline treated it as a simple ‘customer service issue’.

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May 13 2016

Undercover video shows San Francisco airport hotels requiring cab drivers to pay kickbacks for fares.

This is common in other cities too, hotels allow it (despite chain policies) because they can pay their employees less when a job comes with income from third parties.

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May 13 2016

A roundup of the most important stories of the day. I keep you up to date on the most interesting writings I find on other sites – the latest news and tips.

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May 12 2016

More than 3000 checked bags today weren’t put on their passenger’s flights today at Phoenix Sky Harbor airport when the TSA checked baggage screening system melted down.

The ‘backup system’ that was in place? The cell phone lot was turned into checked baggage storage, where bags were to be checked manually (TSA says, “the alternative process is more time consuming than our automated system.”)

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May 12 2016

The Hilton HHonors app now integrates with Google Maps so that when you use the app’s function to choose your own room – a feature available starting at 6 am the day before a stay – you can see where rooms are in relation to streets, views, etc.

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May 12 2016

Delta is running a domestic economy (and extra legroom seating) award sale. At least they tell us it’s a sale, which means there are regular prices, even though Delta hides what those regular prices are (“an ignorant customer is their best customer”).

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May 12 2016

The Times of India is reporting that American Airlines is planning to re-start service to India — as early as this year.

American Airlines has a new sales agent in India as well.

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