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If you want to experience truly crazy, read the comments on airline Facebook posts sometime. If you want a slightly higher level of discourse, but still get a sampling of what it’s like for the median traveler, reader “tweets & replies” on an airline’s twitter account.
Sometimes when I have a few spare moments I’ll scroll through American Airlines, United and Delta just to see what’s out there.
Rachelle Hunt of the Frankfurt Radio Symphony Orchestra tried to bring her violin onto United Airlines flight UA4349 operated by CommutAir from Knoxville to Washington Dulles. However a flight attendant on the ERJ-145 aircraft declared this wasn’t permitted.
The flight attendant declared the passenger kept “on saying federal law” but at United “we don’t go with the federal law.”
American Airlines customers, especially, should like flying JetBlue which offers more legroom, seat back entertainment, free wifi and a business class product (on routes where it’s offered) with relatively great seats, food, and friendly service.
However the actual partnership – as experienced by passengers – is quite broken. Several customers, based in both Boston and New York, have shared the problems they’ve faced.
With the Biden Administration taking aim at ratcheting up competition regulations across the economy, the airline industry’s lobby shop came out with a claim that the industry is already highly competitive. Some of their arguments are true and fair, others are misleading, and they skip over the role that government plays protecting big incumbent airlines from competition that might drive them to improve their products.
The Biden administration plans to crack down to require refund of fees when bags are delayed for over 12 hours.
The Department of Transportation proposed rulemaking is expected to cover refund of other fees for services that an airline charges for but doesn’t deliver, such as payment for inflight internet when the service is unusable.
Emirates started selling ‘basic business class’ fares last year. Qatar Airways came out with this, restricting access to lounges and to advance seat selection on the cheapest business class tickets. And the latest entrant into this game is Finnair, and their restrictions are absolutely brutal.
What’s really interesting here is whether airlines can make Basic Business Class work as a way to generate more revenue. While Basic Economy has caught on and had mixed results, it’s going to be a lot harder to do with Business Class and that strategy will probably cost an airline more than it’ll generate in incremental revenue. Your cable television bill helps explain why.
Moving walkways help you traverse long distances in airports quickly. It’s understandable, though, that many passengers may not remember how they work if they’ve been away from travel for a long time.
This woman moves slowly while being passed on the right – but it’s worth watching for what happens nine seconds into the video.
TSA posted to its website that sunscreen had been added to the list of medically necessary items that passengers could bring through security checkpoints, independent of the rule limiting each liquid to 100 milileters and liquids in total to 1 quart per passenger.
Now they say this update was posted in error.
Loyalty isn’t primarily about points or benefits. It isn’t transactional. It’s about building a relationship based on taking care of customers and building trust. That’s difficult to do in a mass way, even with elite benefits because that group can number in the tens of thousands (for top elites) to the seven figures (for lowest level).
A program systematizes how guests are cared through. Benefits are part of doing that. In formulating a set of benefits it’s most important to understand what matters most to the customers that matter most. That’s often how a travel brand cares for the people the member cares most about.
JetBlue will ban basic economy customers from bringing full-sized carry on bags on board, and will finally eliminate change fees on other ticket types, which their competitors did last summer.
Elites used to get waived change fees, but the airline says they aren’t contemplating any new elite benefits in exchange – what they do for members is already enough.
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 »
