Too Little, Too Late: American AAdvantage Targeted Offer to Win Incremental Business

by Gary Leff

Jul 05 2017

Looking back a couple of years when I needed to fly somewhere I went to AA.com and booked one of the itineraries it offered me. I connected on American rather than flying non-stop on a competitor, or took less convenient flight times. I even spent more on tickets because American Airlines treated me well as an Executive Platinum member.

That’s the power of a strong loyalty marketing program. It earns incremental business and increased wallet share, converting trips that would have gone to a competitor.

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United’s Alters Basic Economy Strategy to Avoid Antagonizing High Fare Customers

by Gary Leff

united plane
Jul 05 2017

A month ago United introduced Basic Economy fares on nearly all domestic flights other than Hawaii routes.

By preventing customers from reserving seats when they buy their tickets, and having them board last without full-sized carry on bags, they’re trying to make the travel experience miserable enough that customers will spend more money in order to avoid the restrictions.

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AWFUL: United Forces Child Over 2 to Sit in Parent’s Lap After Giving Away Seat to Standby Passenger

by Gary Leff

united
Jul 05 2017

Shirley Yamauchi was flying Houston – Boston last week for a teacher conference and brought her 27 month old son. His ticket cost $1000.

They boarded in Houston for the 1600 mile flight and he was seated in his seat but another passenger — who was cleared off the standby list — appeared with a boarding pass for the seat.

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Family Claims They Were Kicked Off Delta Flight for Being Asian

by Gary Leff

delta plane
Jul 04 2017

Justin Cho and his family were preparing to board Delta flight DL937 from Los Angeles to Cancun on Friday. They tried to board the flight during priority boarding and were told to wait.

The father had his boarding pass scanned first. Since the rest of the family were several people back he waited for them before entering the jetway. And he got into an altercation with a Delta gate agent as a result.

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How Elite Program Devaluation Actually Hurt Cathay Pacific’s Bottom Line

by Gary Leff

cathay pacific
Jul 04 2017

The airline’s yield “was down 9.2% and overall load factors down by 1.2%” after making the change to their program, though of course program changes alone weren’t the drivers. However this ‘focus on high yield passengers’ didn’t lead to higher yields. It just chased away customers buying mid-range fares.

This seems as though it might be a cautionary tale for others.

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British Airways Announces Details of New Business Class Soft Product: Bedding, Amenity Kits, Service

by Gary Leff

Jul 04 2017

British Airways doesn’t have a very good business class. It’s terribly expensive when redeeming miles thanks to choke-worthy fuel surcharges which continue even in an era of $45 oil. For transatlantic flying to and from the U.S. both American Airlines and Virgin Atlantic are better. I’m not a fan of Delta’s 767s, but DeltaOne is probably better than British Airways business class.

However it makes sense to buy British Airways when it’s super cheap.

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Review: Singapore Airlines First Class Lounge Sydney (And the Secret Shortcut to the Lounge)

by Gary Leff

Jul 04 2017

After a great time visiting my family in the Sydney suburbs and staying at the Park Hyatt Sydney for four nights it was time to move on.

Since we were in Sydney anyway Singapore seemed pretty much close enough, a short-ish flight away and an opportunity to eat some great food. Singapore is one of my favorite food cities in the world along with Bangkok and Kuala Lumpur.

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