Scott Kirby, United’s President and second in command, understands how essential providing good customer service is. But can his leadership empower employees to deliver it? Speaking to employees in Houston this week in a recording obtained by Live and Let’s...
Even When Delta Wins, It Loses
Delta is doing so well in so many ways. Exciting new service to India is coming. So why does Delta continue to levy petty attacks against Gulf carriers? I just don’t get it. It has been a great run for...
Emirates Hints At New U.S. Fifth Freedom Routes, Life After A380
As Emirates reevaluates its long-term growth goals, it is examining new Fifth Freedom routes to the USA and life without the A380 superjumbo jet. Speaking at the 2019 Arabian Travel Market, Emirates’ President Sir Tim Clark said his carrier...
Qantas Prepares For Sydney To London Nonstop
Qantas CEO Alan Joyce announced that an undisclosed aircraft has “met the challenge” and Qantas will be prepared to fly nonstop between Sydney and London and other ultra-longhaul destinations by the end of the year. Joyce’s prediction came at the...
Catching Up With An Old Friend In The SFO United Club
One advantage of long-term loyalty to one airline is that you get to know some of the staff. I had a wonderful reunion with an old friend in SFO last week, who happens to be a United Airlines employee....
The World’s Best Plaza Premium Lounge Is In Rome…
Plaza Premium offers a network of lounges around the world. And while I’ve visited many of them, I’ve never been to one I enjoyed as much as Rome. Rome Fiumicino Airport (FCO) is not my favorite airport in the world. But...
United Airlines Further Disables A Disabled Camera
You need not worry about flight attendants or airline executives surreptitiously recording you while you eat dinner or sleep in your seat…well, at least using IFE cameras. There has been a surprising outpour of fear and anger over the...
Final Hours For Lucrative Flying Blue Transfer Bonus
You only have until the end of the day to take advantage of a 25% transfer bonus to Air France/KLM Flying Blue from American Express Membership Rewards. This is a transfer bonus I have personally taken advantage of, hence...
Review: United Airlines 777-200 Premium Plus San Francisco To Frankfurt
My 11-hour flight from San Francisco to Frankfurt aboard United’s new premium economy (“Premium Plus”) product was quite comfortable, though no replacement for business class. MileagePlus members can upgrade to either (or both) Premium Plus or Polaris Business Class...
How American Airlines Helped Save A Baby’s Life
Janay Flowers is expressing gratitude to American Airlines and the passengers and crew on her flight for saving the life of her daughter Nevaeh. The two were traveling from Tampa to Dallas last Thursday when 11-month-old Nevaeh became ill....
United CEO Believes New Livery Represents Culmination Of United’s Journey
United CEO Oscar Munoz penned a letter to staff reflecting on the recently unveiled new livery. Two sentences stood out in particular. A flight attendant forwarded me the note below. I am including it in its entirety and then...
United Battles Barefoot Lounge Bandit And Onboard Shaving Stupidity
We are quick to complain about airlines, but tonight I pity United Airlines for having to deal with a dynamic duo of dimwittedness on the ground and in the air. Let’s start on the ground. United offers beautiful Polaris...
The Simplicity Of An Airline Sandwich
Each week, my Meal of the Week feature examines an airline meal from my travels over the years. This may be a meal from earlier in the week or it may be a meal served over a decade ago. Sandwich (noun):...
It’s Still Not Too Late for American Airlines To Save AAdvantage
Dear American Airlines, It’s not too late to save your loyalty program. You need not go down the path of Delta and United. On the redemption side, both Delta and United have moved toward a more dynamic pricing model....
American Airlines Sees $1 Billion Impact From 737 MAX + Rising Fuel Prices
When American Airlines’ CEO Doug Parker [in]famously boasted that AA would never lose money again, he likely never imagined that an entire aircraft type would be grounded for months as oil prices rose. But welcome to 2019… Put together,...
Lufthansa Investigates Near-Crash Of Presidential Jet
Despite the stereotype of punctuality, German government planes have an embarrassing track record of on-time performance and reliability. The latest incident has embarrassed Lufthansa and left many scratching their heads. Beyond its commercial flying, Lufthansa has a division that maintains aircraft used by...
Why Are SAS Pilots Striking?
A pilot’s strike at Scandinavian Airlines (SAS) over pay and working conditions continued for a second day, prompting the cancellation of nearly 700 additional flights. What exactly do pilots want? The strike, by Danish, Norwegian and Swedish pilots’ unions, began...
Would You Use Bulk Toiletry Dispensers At Hotels?
Bulk toiletry dispensers at hotels are catching on fast. But would you use them? Yesterday I posted a review of the beautiful new Andaz Munich, a five-star property. But despite its luxury status, toiletries in both the sink and shower...
A (Near) Perfect Flight On Lufthansa
I just had the Lufthansa flight of my life. Over the years, I have had many excellent experiences in Lufthansa First Class. But yesterday’s flight from Frankfurt to Los Angeles on LH456 represented the pinnacle of my dozens of flights...
United Airlines Faces New Racism Controversy
A passenger has accused a United employee of calling her a monkey. There were witnesses. Now the passenger is suing, creating a monumental headache for United. There are certain code words that are so deeply linked to race that...
