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There’s been a tremendous amount of media attention surrounding this incident, and I’ve spoken to many reporters about it.
I received one inquiry yesterday about using the story as a vehicle for talking about class division.
Over the weekend I quibbled with a financial analyst’s claim that airlines make more money selling miles than selling air transportation.
Nonetheless, airlines have discovered a true holy grail. In nearly every business marketing is an expense. To major airlines marketing is a (huge) profit center.
An opinion piece in the South China Morning Post suggests that Cathay Pacific’s ownership dump the airline “while it still holds valuable assets like landing slots, a decent cargo business and maintenance facilities.”
They’re eroding their brand with cuts, and as a result mitigating their ability to compete in the premium sector and unable to fully compete in the low cost sector.
Jay Sorenson has an interesting new report (.pdf) declaring ‘revenue is now king’ that revenue-based programs are the new ‘it’ in loyalty. The piece begins by citing all sorts of reasons why revenue matters to a company, which is of course both true and unenlightening.
While mileage alone doesn’t incentivize loyalty, the goal of a marketing program isn’t to ‘reward customers who spend the most’ it’s to move the needle on incremental business .
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.
Today Delta has announced a revamp of its boarding process.
Five gates in Atlanta’s B concourse now have “branded pillars to create four parallel lanes, keeping customers out of the walkway and providing a separate queuing area for Premium customers and those needing special assistance”
According to the FAA Delta has requested a nationwide ground stop for its mainline and “sub-carriers.” This ground stop applies to domestic destinations only.
This comes one week after United’s computers melted down and isn’t the first time it’s happened to Delta, either. Back in August they falsely blamed a power outage for problems.
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.
If you ask the top leadership at American what airline they admire most, it’s Delta. Now that former American Airlines President Scott Kirby has taken the President job at United, the same can probably be said for United.
But they misunderstand the lessons of Delta, and blindly copy Delta moves assuming that if Delta does something — since they run the more profitable, better operation — it must be both right and best for their airline.
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.
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 »
