Delta claims to earn a revenue premium over its competitors, arguing customers will pay more to fly Delta. And stock markets seem to prefer airlines that treat their customers well.
It’s clear what kind of bet they’re making. They’ll experiment and try to find the things that will cause customers to prefer Delta overall and pay more to fly their product than competitors.
I think that Scott Kirby destroys customer experience. Any investment that can’t be proven on a spreadsheet doesn’t get made or at a minimum is given short shrift in consideration.
But no one is more interesting to listen to on earnings calls. He’s generally more candid than other executives, and extremely thoughtful.
Southwest is battling Alaska/Virgin America for California supremacy and this is a huge tactic to lock in customers.
When David Dao was dragged off of a United Express flight in April, everything that could possibly have gone wrong did.
The Chicago’s Office of Inspector General has finally concluded that officers responded with excessive force and lied about the incident.
One of my all-time favorite YouTube videos is about the Diamond elite guest checking into the wrong hotel, demanding the best suite available, and space for his giraffe.
In proof that life inevitably meets satire, a woman checked into a hotel in Georgetown, Kentucky… with a horse.
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.
Star Alliance member Avianca’s LifeMiles program is selling miles with up to a 125% bonus (so under 1.5 cents apiece) through tomorrow.
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.
On a Frontier flight from St. Louis to Denver a passenger went off on a “drunken tirade”.
The African American woman sitting next to him videotaped the episode in which he declared he should get what he wanted — even though “crew members allegedly refused to continue serving him alcohol” — because he was playing his ‘effing white card’. Things didn’t end well.
American Express CEO Ken Chenault will retire at then end of the year after 16 years in the role.
American Express was a strong performer for much of Chenault’s tenure but faced real challenges in recent years as it lost the Costco business and had to compete far more aggressively for premium cardholder business that was traditionally its exclusive domain.
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 »
