What kind of service deserves a letter?

I am quite a fan of sending an email to customer service when I get notable service, both good and bad. As I told American in a recent letter, “Good companies use their customer service to identify areas for improvement, not simply to placate disgruntled customers.” Having worked in customer service call center, I truly…

Knowledge is power: Know your routes!

I am a sucker for airline route maps. On almost every flight, I flip to the back of the in-flight magazine to check out the airline’s route network and see if I can identify new routes or partners. Sure it’s interesting, but can doing help you navigate the airlines more effectively? Absolutely! Knowing my airline’s…

No more “soft landings” on American.

American Airlines has traditionally offered its elite members a “soft landing”, meaning that American would only drop your frequent flyer status one tier if you didn’t qualify for your current level of status during the year. For example, if you were an Executive Platinum in 2012 and only flew enough in 2012 to earn Gold…

I’m switching to American Airlines… for now.

If you’re a business traveler, the availability of direct flights from your home airport largely determines your airline preference. Being based in Minneapolis, I’m a natural Delta flyer. Like many, I’ve been frustrated with the progressive devaluation of the program, the difficulty in booking awards, and (to a lesser extent) the new revenue tiers. I had a…