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How Real Airline Hospitality Can Make Flying a Regional Jet Feel Special

by Gary Leff on March 5, 2016

Mar 05 2016

Yesterday I flew United Express from Austin to Denver. It was a Canadair CRJ-700 operated by GoJet. Katarina was working the first class cabin. She’s been flying for only a month, and has probably worked about 50 flights. She’s still finding her confidence making inflight announcements. But she hustled, and she showed real care for her passengers.

And that made me think of Jenna. United CEO Oscar Munoz, a month in to the job and before taking medical leave, was traveling the United system on something of a mystery tour. And he was telling the story of a flight attendant he had come across.

Why Boeing Jet Models Start With 7 and What Frequent Flyers Have to Fear

by Gary Leff on February 18, 2016

Feb 18 2016

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.

How American is Thinking About What Really Matters to Customers

by Gary Leff on January 29, 2016

Jan 29 2016

The things that were most interesting to me about American’s earnings call weren’t falling airfares and weakness in South America market; the Zika virus; or American’s record profits, whether it’s fair to say that they had the most profits of any airline in history (or whether Delta ‘excluding employee profit sharing’ is higher, since of course those are wages and as Doug Parker pointed out the difference in profits between the airlines is Delta’s big losses on fuel hedging, something American doesn’t do).

The audience for the earnings call was mostly financial analysts. American was getting beaten up on, despite its profits and margins, for low fares. The critique was, why don’t they do more, actively manage to find ways to keep more of the cost savings from lower fuel? However there’s always some important tidbits that matter from a customer perspective, and to understand the direction the airline is going and what matters to its leadership. So here’s what was most interesting to me, that will be a different emphasis from mainstream financial reports on the call:

25% Off Delta Awards to London, and Why Economy Awards are Such a Bad Deal

by Gary Leff on January 11, 2016

Jan 11 2016

One of the awards that hasn’t changed in price for travel October 1 onwards is US – Europe roundtrip.

Despite Delta making unannounced changes to their secret award chart, US – Europe in economy remains 60,000 miles roundtrip.

There does seem to be a pattern when the airline faces bad news coverage over SkyMiles changes that they then offer an award sale.

American AAdvantage Brings Back Status Challenges

by Gary Leff on January 4, 2016

Jan 04 2016

A couple of weeks ago I wrote How to Get – and Use – Airline Status Matches.

Back in September American closed their ‘status challenge’ offer where you could pay a fee to earn elite status on an expedited basis.

They’ve brought it back.

Delta Plays Hardball #762, Eliminates Interline Agreement With Emirates

by Gary Leff on December 2, 2015

Dec 02 2015

Delta has ended its interline ticketing and baggage agreement with Emirates.

An interline agreement is the most basic agreement and major airlines almost always have those with each other. Ending the interline agreement means neither airline will sell tickets on the other. And they won’t transfer baggage to each other, either.

Interline agreements were once a basic level of cooperation between airlines to provide service to customers. Now for Delta they are a strategic business tool.

No, These 3 Simple Ideas Won’t Revolutionize Air Travel

by Gary Leff on November 10, 2015

Nov 10 2015

A few weeks ago an article was going around,’3 radical ideas to totally disrupt air travel’. I’ve seen it half a dozen times again today in my Facebook feed and have had three people send it to me as well.

Prohibiting carryon bags, allowing passengers to resell their seats and tickets, and giving out surprise and delight items to passengers stuck in a middle seat aren’t actually that revolutionary or event all that good…

Denver Airport is Ground Zero for Conspiracy Theorists

by Gary Leff on October 25, 2015

Oct 25 2015

Denver’s airport has been a place where luggage, rock stars, and irate passengers go nuts. It’s also a place where conspiracy theories abound — from underground trains to nowhere, dedication to the New World Order, and ground zero for a major plague outbreak. Here’s what’s behind all the drama.

The TSA’s New ‘Priority Concern’ Isn’t Security, it’s… Insufficient Airport Retail Shopping

by Gary Leff on October 24, 2015

Oct 24 2015

So what new issue “has now been earmarked as a priority concern for action by TSA” under new TSA director Peter Neffenger?

Long security lines mean passengers have less time to shop. Plus if people didn’t bring so much stuff through security and carry it onto planes, there’s be more room in the overhead bins for people to store retail purchases.

The World’s Sexiest Accents, and How to Make Discounted Opaque Hotel Deals Even Cheaper

by Gary Leff on October 18, 2015

Oct 18 2015

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.