Jeff Zidell of Hyatt Gold Passport took the ALS #IceBucketChallenge. And since I filmed my own video at a Starwood hotel, and Randy Petersen issued his challenge to me from a Starwood property as well, I thought it appropriate to name SPG head Chris Holdren to take the challenge. He did. Good sports, all! And […]
The post I Love Seeing Heads of Loyalty Programs Getting Ice Thrown On Their Heads! appeared first on View from the Wing.
Last week I wrote a post entitled "Hospitality Happens At The Margins." The post was based in part on a Bloomberg interview with a Starwood VP, who was emphasizing the importance of basically "customizing" stays, because apparently 2% of their guests generate 30% of their profits. I explained that a large portion of my perception of travel brands isn't shaped by the 90% of the time that stuff goes as planned, but rather the few times that an employee goes out of their way to make me smile.
I gave the example of the hotel I frequent more than any other -- the Grand Hyatt Tampa -- and how they surprised me last week with a welcome amenity consisting of Diet Coke with lime and nuts. I've always chosen points as the amenity at this property so certainly wasn't expecting that. Not only was it a great gesture as such, but the attention to detail is what really put a smile on my face -- the limes, the fact that it was Diet Coke rather than Diet Pepsi (which is the Hyatt brand standard), and the nuts. Those are three of my favorite things!
The post Can Hotels Read Minds?!? appeared first on One Mile at a Time.
Scott Mayerowitz reports that a United flight was diverted today when a fight broke out onboard. One passenger was using the ‘knee defender’ to stop the passenger in front from reclining their seat. The flight from Newark to Denver diverted to Chicago, where the TSA deemed it “a customer service issue.” The flight continued to […]
The post Does a Passenger Have a Right to Recline Their Seat in Coach? appeared first on View from the Wing.