Have We Reached Peak ME3?

Posted by Glenn Hollister on Tue, Nov 14, 2017

I just completed a trip to India on Etihad Airlines, which reminded me of how good the service is on the Middle East 3 (ME3) airlines: Emirates Airlines, Etihad Airways and Qatar Airways. It’s the kind of service once lauded in an Emirates ad with Jennifer Aniston, where the actress has a nightmare that she’s on a plane with no shower and no cocktail lounge, only to wake up on a luxurious Emirates plane, which, of course, has both.


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What Airlines Can Learn From the Hotel Industry

Posted by Glenn Hollister on Wed, Oct 25, 2017

While traveling for work recently, I noticed a basket on the counter in the men's room of an office building that held some hard candies and disposable toothbrushes, sitting next to a large bottle of mouthwash with small disposable cups. While the supplies were pretty unremarkable, that restroom is the one that employment candidates use before their interviews for a well-known hotel company. The company provided those supplies to help candidates feel as ready as they can for their interviews.  


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How Hoteliers Can Maximize Value From Sentiment Analysis

Posted by Vinodh Balaraman on Fri, Sep 22, 2017

These days, brands can live and die by their online reputation, and research shows that hoteliers ignore online reviews at their own peril. According to a Cornell Hospitality Research study, electronic word of mouth helps drive revenue per available room (RevPar): A one-point increase in a hotel’s average user rating on a five-point scale makes customers 13.5% more likely to book that hotel, and a 1% increase in the hotel’s online reputation score can boost RevPAR by almost 1%.


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No More Silos: How Integrated Commercial Functions Improve Travel Provider Efficiency and Profits

Posted by Marios Prokopiou on Thu, Aug 10, 2017

When a travel provider’s commercial functions operate in a silo, with each section having its own key performance indicators and metrics, and its own data sets in different databases, it creates headaches for commercial executives. Isolated decisions made by the heads of commercial functions exacerbate the problem. Instead of focusing on profitability, each commercial function often ends up shaping and implementing models that focus on revenue. Inefficiencies, uncoordinated decisions and high costs abound.


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How to Prove the Value of Your Loyalty Program to Frequent Travelers

Posted by Brian Keating on Tue, Nov 15, 2016


This past month was a great reminder for me about the value of airline loyalty programs because I realized the benefits of my relationships with two airlines via some attractive rewards and perks. However, the travel industry isn’t always proactive when it comes to reminding customers about the value that we receive from our loyalty.


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