American Airlines’ $31 Million Phone System Blunder—Here’s How They Fixed the Hassle Fast

Sep 16 2024

American Airlines rolled out a new automated phone system this summer. There was an AI-sounding voice that forced you to listen to a minute-long greeting about how, for instance, you can add a pet to your reservation online before you’re allowed to do anything else. The system no longer recognized “agent” or similar requests until it had finished burning a minute of your life you’d never get back.

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Hyatt Place’s Ongoing Breakfast Test: Will $14 Charges Replace Free Morning Meals?

hotel breakfast food
Sep 15 2024

Hyatt ended free, full breakfast at Hyatt Place properties as a brand standard guarantee during the pandemic.

They dropped the requirement that you book direct to get breakfast, but also started charging non-elite guests for breakfast at some properties as a test. I hadn’t realized until recently that – four years later – this test continues, with the future of free Hyatt Place breakfast still uncertain.

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The Real Reason American Airlines Pulled the Plug on Austin Expansion

Sep 14 2024

Austin has had one of the fastest growing airports on the country, year-after-year for many years. American Airlines planted a flag, growing tremendously there, though Southwest Airlines remained the largest carrier in the market by a wide margin.

Now American has pulled back almost completely, retrenching to hub flights and limited Mexico leisure service.

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