On Experience

Air France is looking to move upmarket and leaning into elegance with their new ad spots. Coupled with product improvements and a world that is opening up, this is not a bad strategy.

You might not have noticed, but luxury hospitality is in the middle of a major reboot. Old, storied reputations mean nothing anymore if today's service is lost. The market is a blank slate where all relationships, preferences, and loyalty need to be re-examined and rebuilt by luxury travelers. Brands have to re-think their value propositions.

Pendry has built an interesting boutique-feeling brand on top of actual luxury knowledge and operations. The result is something differentiated in the market and worth keeping an eye on.

This column has always celebrated the innovators and those who elevate hospitality to new levels. This year, I made it a point to try a lot of new things and break out of my normal patterns. Here are the great products, places, and people that I have found to be exceptional.

The African travel ban is rooted in media alarmism and politics, not science. And it will have disastrous consequences for a continent that has already been beaten down by Covid. Here's why it is just plain wrong.

The World Cup is a forcing factor for an incredible amount of change in a short time for Doha. Qatar has succeeded in opening up a bit, bringing culture and hospitality front and center, and drawing from interesting global references. But as the country careens toward its deadline, it also needs to make sure the customer experience of getting into the country is up to standard.

First impressions still count. Luxury hoteliers need to double down on doormen and the crucial first few minutes of arrival. It changes the game of a stay.

It's time to recognize long-haul travel for what it is: an endurance event. For those making the trip instead of the Zoom, there are new imperatives that premium brands need to serve up to cater to these travelers. Hint: it doesn't look like the luxury of the past.

What is required for the new normal of crossing borders while living with Covid is government coordination, user experience, simplicity, and accessibility when it comes to registering and sharing data. The best countries with the smartest, most streamlined approaches will win out.

With business travel down, is there a future where we see a surge in free agents untethered to loyalty plans? This might be on the horizon for certain segments.