American Airlines Pilot Goes The Extra Mile To Fix Bad Customer Service

Jun 08 2022

On Sunday aa passenger in Dallas had their bag taken at the gate. The gate agent reportedly “tag[ged] them without asking final destination,” didn’t give customer a claim tag and told them to “them to look for it at [their] connecting airport NOT final destination.” They thought they’d never see their bag again.

The flight’s captain, though, wasn’t having any of this.

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Delta Testing Fast Track Lanes For Top Elites To Enter Airport Lounges

Jun 08 2022

Delta once said ‘if everyone’s elite, nobody is.’ But if everyone has lounge access, nobody does. To mitigate overcrowding Delta and American Express worked on getting Delta premium card customers access to (also overcrowded) Centurion lounges, and to build Centurion lounges in some Delta terminals.

That hasn’t solved crowding because more people have access, and are trying to use the lounge, than there’s space. That can mean lines to get in – a wait list.

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Marriott Hotel Figures Out How To Deny Breakfasts To Guests Staying On Points

Jun 07 2022

Marriott’s Edition brand doesn’t have to provide elite members with breakfast. However all Marriott hotels have to provide guests staying on points the same benefits as guests on paid rates.

The Edition in Bodrum, Turkey is a Bonvoy member favorite. It’s also one of the hotels where awards were devalued the most when Marriott went to dynamic pricing.

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What’s The Line Between Fraud And Scaling A Deal?

Jun 07 2022

Sometimes when you talk to airline or hotel employees that work in loyalty fraud they seem to think that a customer benefiting ‘too much’ (being unprofitable) is the definition of fraud. They’re in their own bubble, and they’re probably doing their own programs a disservice.

Too much is often considered – or a flag for – fraud within the loyalty industry. But that doesn’t mean there’s not real fraud.

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