About two months ago I asked whether coach passengers should use the first class lavatory?
My own view is that passengers should be accommodated in their ticketed cabin first. But extenuating circumstances — a drink cart blocking the lavatory, a long line — make it ok to use the lavatory in a different cabin. Also that it’s usually ok to use the lavatory when the seat belt sign is on; what’s more important is what it smells like when you’re done.
Starwood has definitely been on the auction block. Starwood has struggled to generate growth. Fundamentally that’s why their CEO Frits van Paasschen was out in February. Starwood retained mergers and acquisitions advisors. There have been rumors about Chinese acquisitions, as well as mergers with Wyndham, IHG, and Accor.
Now CNBC is reporting that Hyatt is in advanced talks to buy Starwood.
Hans Mast reports that the American Express Centurion lounge in Dallas has a special offering from Le Meridien this week, running through Friday, of special eclairs and coffee drinks.
British Airways upended their program in the fall of 2011. They started charging separately for each award flight segment, and charged based on distance. Short flights became a good value, and longer flights got expensive.
Unfortunately the 4500 point award is ending for flights originating in terminating in the U.S. effective February 2.
Six months ago I speculated on what a Starwood-IHG (or Wyndham) merger would look like.
Three months ago market excitement ratcheted up over an IHG-Starwood combination, although that culminated in word from IHG that talks ended without a deal — although Starwood remained a potential acquisition target for Wyndham and Accor.
Now 3 Chinese firms are vying to make an offer to take over Starwood Hotels, at an expected price of more than $12 billion.
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. Including how to see the new Star Wars movie two days early, for free.
Back in March American had a ~ $450 all-in mistake fare roundtrip between Washington DC and China in business class. They honored the fare.
Many people had merely held – and not ticketed – their reservation. For the most part those held reservations were cancelled (passengers were not allowed to purchase those tickets). American is now offering a make-good.
Chairman’s Circle is United’s status above 1K and Global Services.
United, like every other airline, has long had special programs for high revenue customers. Prior to Global Services was created I knew a customer who flew 200,000 miles a year domestic on walkup fares. He used to get a call at Christmas from the CEO. The airline once held a departure for him when he overslept. Here’s what they do now for true top tier Chairman’s Circle members.
Hilton is testing discounted rates for HHonors members. The rates will be available at certain hotels in four cities when booking through Hilton channels.
In some ways this seems like Hyatt’s one year test offering 20% off to Platinum and Diamond members. That turns out to have been too generous — the juice wasn’t worth the squeeze. Hilton’s test is more limited.
Yesterday Hyatt’s Jeff Zidell tweeted an article from Harvard Business Review highlighting, “[c]ultivate gratitude and loyalty will naturally follow.”
The piece suggests that ‘loyalty needs to be reciprocal’. I suggest that means striving to deliver as much value as possible to customers, and continuing to look for ways to do more (while pricing your product at a level that earns a strong rate of return). Figuring out how much you can take away from your customers, or viewing your customers transactionally, undermines loyalty. In the airline space that means re-commodifying your product, and undoing the great work frequent flyer programs have done to create differentiation amongst what’s otherwise just a seat from city A to city B.
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 »
