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Rafat Ali, Skift | 8 years ago
Airlines
Sometimes the only direction you can go is up.
Mary Schlangenstein, Bloomberg | 9 years ago
Hotels
Loyalty program preference comes down individuals and where and how often they travel. Marriott's 3,900 hotels across 18 brands makes it popular with a broad range of frequent and infrequent travelers.
Samantha Shankman, Skift | 9 years ago
It's sensible that guests are happier when they've chosen a hotel based on quality and service instead of price. Hotels across the board should be cautious of following the trend towards service automation.
Airline passengers are getting used to the new normal: paying extra for baggage and other services, and that helps in the scores this year.
Mary Schlangenstein, Bloomberg | 10 years ago
As the author says, the bottom line on satisfaction is the bottom line.
Skift | 10 years ago
The eternal question for hotel brands: Is the revenue they're getting out of WiFi worth the really bad taste it leaves in its consumers' mouths?
Wifi, like running hot water, is becoming a utility and hotel customers expect it to be free or cheap. And with all talk about bringing in tech in check-in experience, lack of human touch there is most grating, customers say.
Catharine M. Hamm, LA Times | 10 years ago
