The lesson here is that contract airlines reflect on the carrier whose brand they fly under. She wasn’t an ‘American Airlines’ employee, but American still has to answer for her. And that means the quality of that airline and its staff matter. It isn’t enough to say “not us, different airline.”
Passengers in the exit row have to be willing to assist in an emergency. But if they’re drinking they may be impaired in their ability to assist.
A United Airlines passenger flying to Saint Martin on Thursday pulled down their tray table to find children’s drawings in orange, green, black and blue.
This wasn’t the only – or even biggest – problem they had with their flight. They note rude flight attendants and that “a fight broke out.” The only thing they had to say about their tray is that “no one bothered to clean” it. But it shouldn’t have even been dirtied like that in the first place. Who draws pictures on their seat back tray, instead of using paper?
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Loyalty programs are really two components bundled in one: recognition and reward. Earn and burn of points matters, but so do elite benefits, which entail better treatment for your best customers.
Bilt Rewards has been mostly an earn and burn program to do, and a very lucrative one at that. But when they launched they clearly recognized the need for an elite level and built out the skeleton of one.
Air France KLM’s Flying Blue is the best frequent flyer program in the SkyTeam alliance. It’s legions better than Delta SkyMiles. At the airline’s investor day, they explained how they’ll be doubling down on the loyalty program to drive profits, as relayed by Brian Sumers in his invaluable Substack. U.S. airlines see loyalty programs as cash cows. That’s not as true elsewhere. In Europe and Australia, credit card interchange is regulated, so rewards card deals aren’t as lucrative. In Australia, we’ve seen Qantas make each point worth less in order to keep awarding around one point per dollar for credit card spend. (Card fees have gone up, and in some cases points-earning has been capped.) In Europe the cards themselves aren’t as profitable, and the deals look different. For instance a past Air France-American Express…
Westin Hotels revolutionized the industry with its “Heavenly Bed” marketing. People genuinely bought into their claim to being better in bed. Guests chose the brand for their beds, and bought the beds and bedding for their homes. And other hotel chains were forced to up their game with better, branded mattresses.
Before the pandemic the American Airlines co-brand portfolio had the largest charge volume, but American, United and Delta were all over $100 billion annually.
In June Delta Air Lines made big news claiming to have broken away from the pack reporting that “approaching 1% of U.S. GDP” in charge volume on their co-brand cards. They appeared to suggest over a quarter trillion dollars being spend on Delta American Express cards.
Only the Department of Transportation has authority to police loyalty programs, and according to the DOT Inspector General the agency has improperly ignored complaints about frequent flyer programs. That appears about to change.
A flight attendant insisted that parents of a young child give up their baby’s seat so that a someone with a disability could have it. The parents refused.
Since children under two aren’t required to have a seat, the crewmember thought that they could sit on a parents lap.
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 »
