About Gary Leff

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 Milepoint.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 »

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Revenue-Based Programs Aren’t King, They’re a Cop Out

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Mar 22 2017

Jay Sorenson has an interesting new report (.pdf) declaring ‘revenue is now king’ that revenue-based programs are the new ‘it’ in loyalty. The piece begins by citing all sorts of reasons why revenue matters to a company, which is of course both true and unenlightening.

While mileage alone doesn’t incentivize loyalty, the goal of a marketing program isn’t to ‘reward customers who spend the most’ it’s to move the needle on incremental business .

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The Electronics Ban Is a Stupid (or Evil Genius) Way to Address a Possibly Real Problem

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Mar 22 2017

I have absolutely no doubt that there’s intelligence surrounding attempts to hide explosive devices inside electronics. There has been specific intelligence on this before. That’s why at times we’ve had to turn on electronic devices, and It’s certainly conceivable that the technical know how could have advanced to the point that a real working laptop could be used to hide nefarious objects.

Developing a threat in this way wouldn’t be easy, and aspiring to do this is very different than actually developing the capability, but it’s a claim we simply cannot disprove no matter how much the intelligence community has given reason not to trust its pronouncements.

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Watch a Hotel Fix All the Minor Complaints I Can Throw at Them

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Mar 21 2017

My recent stay at the Hyatt Centric Arlington (former Hyatt Arlington) was a case study in how to slap together a renovation. The bathroom countertops, floor tiles, and much of the wallpaper are the same as before the renovation.

There was little thought that had gone into my room even for those things that were changed, and consistent mis-execution during the stay. Here’s what I criticized:

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How Some Hyatts Play Games to Prevent You From Redeeming Your Points

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Mar 21 2017

The Andaz Maui rarely offers cash and points awards, which is fair, because those are voluntary. They restricted top tier elite suite upgrades to a new separate room type, poolside suites — a lesser room category that there’s only a few of on property.

They’re even tough to get an award night at, perhaps more than any other Hyatt hotel they’ve revealed the games a property can play to stretch the rules of a loyalty program.

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Flying United Polaris Made Me Realize What I Fear Most Flying American

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Mar 21 2017

I generally say business class is all about the seat and I believe that but I will also say that I love a larger pillow and 2 pillows plus the option for the gel pillow on United now in business class.

I realized what I am looking forward to least about an upcoming American Boeing 787-9 business class flight from Paris to Dallas — though that’s a netter seat — is the single tiny pillow, call me a teenage girl but I may buy a pillow in the Paris airport and toss it in Dallas on arrival.

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