R&B singer Lyfe Jennings flew American Airlines and recorded his last interaction with the airline as he boarded his flight, being asked whether there would be any issues on the flight – whether he was going to be a troublemaker – after, he says, he was continually questioned over boarding as a first class passenger. He believes the airline’s employees were skeptical that he belonged in first class because he’s black.
Two quick stories about customer focus help me put in context a conversation that’s been happening on LinkedIn among airline executives.
Southwest Airlines operates 89% of flights and 92% of seats out of Houston Hobby airport this month, according to schedule data from Cirium. They have suspended inflight alcohol service indefinitely. So everyone is pre-gaming according to state alcohol sales data.
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.
During Delta’s earnings call on Tuesday the airline shared several fascinating statistics, for instance that corporate travel rose from 20% of 2019 levels in March to being 40% recovered in June, and the airline expects to be back to 60% of 2019 levels by September.
Perhaps even more interesting is the detail they shared on their American Express credit card relationship.
A passenger had to be removed from an American Airlines flight to Charlotte over their refusal to wear a mask. So far, just like any other day in travel since 75% of airline incidents reported to the FAA this year have involved masks.
But the pilot of this flight followed the passenger’s ejection with a speech to those on board in which he declared himself God on the aircraft as he implored everyone to follow the rules.
Marriott CEO Anthony Capuano makes two points about low wage workers in a recent interview. Amazon pays entry level workers too much, and that’s making it hard for hotels to hire cheap ‘in some markets’. And after mass layoffs in 2020, workers don’t trust hotels as a place to build a long-term career.
At Hyatt’s Motif hotel your room rate does not include the coffeemaker, TV, alarm clock, iron, mirror, of bath products.
For $20 per night you get unlimited local calls if you’ve somehow forgotten your cell phone; access to an electric vehicle charging station (Hertz gives me those all the time!); and an in-room Alexa that will let Jeff Bezos listen in while you’re doing you-know-what.
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.
With the return to travel, and passenger growth at the airport, the South Terminal is seeing more passengers than ever before and it cannot fit them all. So passengers are being kept outside the terminal in tents. In the Central Texas summer.
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 »
