Customers Do Not Like American Airlines. Here’s How It’s Trying to Win Them Back


Customers Do Not Like American Airlines. Here’s How It’s Trying to Win Them Back

Benthemouse/Shutterstock
https://www.fodors.com/news/news/american-airlines-upgrades-premium-offerings-to-close-gap-with-delta-united


The carrier is catching up to United and Delta.



American Airlines isn’t a favorite for fliers, and the carrier is making a series of changes to win over customers. From acquiring new aircraft to expanding its premium offerings, the Texas-based airline is seeking to close the gap with its two largest competitors, United and Delta.

Delta and United both posted profits last quarter, while American reported a loss. The first nine months of the year were lucrative for its competitors—Delta earned $3.8 billion and United $2.3 billion, while American Airlines only reported $12 million in earnings. The carrier’s stock value has also declined, while both United and Delta have enjoyed growth this year.

Additionally, the airline, which operates more flights than any other, is falling short on customer satisfaction and is often ranked as one of the least on-time carriers in the United States.

Clearly, the airline needs to find ways to turn its fate around.

One of the strategies American Airlines is employing is increasing its premium seats. The airline plans to boost its lie-flat and premium economy seating by 50% on long-haul flights by the end of the decade. It is also upgrading older planes and adding new lounges.

In June, American Airlines debuted its Boeing 787-9 aircraft from Chicago to Los Angeles with 51 Flagship Suite seats that offer a privacy door and lie-flat beds. The aircraft is now in use on international routes and is the company’s most profitable.


Beyond the Boeing upgrade, American is introducing a new Airbus on December 18 to advance its luxury offerings. It received the first A321XLR in October; the single-aisle, narrow-body aircraft will operate flights from New York to Los Angeles. It features 20 Flagship Suites with lie-flat beds and privacy doors, and 12 premium economy seats with winged headrests and increased privacy through a two-by-two configuration. The carrier will add more routes as additional aircraft are delivered—the airline has ordered 50—including the international New York to Edinburgh service.

American is confident this overhaul will significantly improve revenues by 2026, its chief strategy officer, Steve Johnson, told Reuters. He said, “As these changes that we’re making are introduced and have some time to gel, you’re going to see them deliver value to us.”

This year, American Airlines has also enhanced its premium customer experience. In September, the airline announced a collaboration with Champagne Bollinger, now offering champagne to its business and first-class members both onboard and in its lounges. In October, it partnered with Italian coffee brand Lavazza, and starting in 2026, customers across all cabins will enjoy premium coffee in the air and on the ground. Another partnership with leather goods brand Raven + Lily provides stylish amenity kits for first, business, and premium-economy-class members on select flights.

Another significant change for American Airlines loyalists is the new credit card deal signed with Citibank in 2024. The carrier ended its partnership with Barclays and will now offer benefits exclusively with Citi co-branded credit cards. Co-branded cards are highly beneficial for airlines; United and Delta also have exclusive deals with Chase and American Express. This move could prove to be a game-changer for American—Delta made $7 billion from its partnership with AmEx last year, and revenue is expected to increase to $10 billion.



Solo Woman Traveler Posts Disturbing Video of Sexual Harassment — Commenters Blame Her

Izuru Kannagara/Unsplash
https://www.fodors.com/world/asia/sri-lanka/experiences/news/solo-woman-traveler-posts-disturbing-video-of-sexual-harassment-commenters-blame-her


The video went viral and he was arrested.


A solo woman traveler from New Zealand posted a video last week of a man exposing himself to her. Molly, a 24-year-old from Christchurch, is traveling alone across Southeast Asia. The incident happened in Sri Lanka while she was driving a tuk-tuk, and she said it left her on edge. However, she emphasized that the actions of one man do not reflect the country and that she was met with kindness.

In the caption, Molly wrote that she debated sharing the incident. The video shows her driving a tuk-tuk across the country as a man asks her for sex and, after she repeatedly refuses, exposes himself. She then drives off.

In the video, she narrates that it was the fourth day of her road trip and it began peacefully. But it quickly took a turn when a man followed her on a scooter. Despite her efforts to let him pass, he kept trailing her and approached her when she stopped. She initially tried to chat to be polite despite the language barrier, but when he asked where she was staying, she realized the situation wasn’t positive. He then asked for sex and, after she denied him, masturbated. “I wish I had reacted more firmly, but I was just in shock. I could not believe he asked me that question,” she says as she drives away.

“I can’t believe that happened. Sri Lanka is such a beautiful place with really kind people and then something like this happens and now I’m just going to be on edge for the rest of my trip,” she said in the video. She also said she wouldn’t let the incident ruin her trip.

The caption also said, “I want to be clear: this does not define Sri Lanka. The local people I met were some of the kindest and most generous I’ve ever encountered. This was one man, one moment — not a reflection of an entire country.”


Unfortunately, but not surprisingly, some commenters blamed her for traveling through the country. Others questioned her actions and clothing. However, many supported her, and Sri Lankans apologized for the experience.

She also posted a second video after the first one blew up. She didn’t expect the response it received, including negative comments blaming her and her lack of “survival skills.” “Women should be able to travel solo,” she said in the post. Women are not the problem, she noted, and one incident doesn’t represent what it’s like to travel solo as a woman.

She also acknowledged that women experience harassment everywhere. She said she has been sexually harassed in her own country because it’s a reality for women. “It hasn’t changed how I approach solo travel. I’m very well prepared for these things, and I think women in general are taught how to deal with things like this from a young age,” she said to NZ Herald.

She also gave updates about what happened after. She contacted the police and there was a search to find him. He was arrested within four days of her posting the video, and the police have been in touch with her about updates.

She reiterated that she had a positive experience in Sri Lanka and will continue to recommend it to others. The caption said, “One incident does not define a country, and it doesn’t define solo female travel. Sri Lanka is an incredible place, and I felt safe for my entire month on the road. Please don’t let one man’s behaviour shape your view of a whole culture.”


The U.S. Department of State has a Level 2: Exercise Increased Caution advisory for Sri Lanka. The department notes that sexual harassment is widespread: “Women, both locals and foreigners, often report catcalling and physical harassment in crowded areas and on public transportation.”

Flavorful trends distinguish hotel food, beverage menus in 2026
Internationally inspired pancakes, banana milk included in Kimpton's trend list


International pancake variations are among the items on Kimpton's 2026 Culinary and Cocktail Trend Forecast. (Kimpton)
https://www.costar.com/article/1787331545/flavorful-trends-distinguish-hotel-food-beverage-menus-in-2026?


Global inspirations and earthy flavors headline hotel culinary and cocktail trends for 2026.

IHG Hotels & Resorts' Kimpton brand released its annual Culinary and Cocktail Trend Forecast, a breakdown of its in-house experts' predictions of the ingredients and strategies that will define food and beverage in 2026.

“As guests seek deeper connections through what they eat and drink, we’re seeing a shift toward experiences that engage every sense. Cocktails, beverage programs and food menus have become storytelling platforms — expressions of place, culture, and creativity," Katherine Wojcik, director of programs and partnerships at IHG Hotels & Resorts, said in a news release. "Our chefs and bartenders blend global inspiration with local character to craft drinks and dishes that surprise, delight and invite conversation. It’s not about chasing trends — it’s about leading with authenticity, artistry, and a touch of play."

Culinary and dining trends

Food cooked with charcoal, international pancake variations and third-culture cuisine are among the culinary trends to watch for in 2026.

Charcoal will be used not just as a medium for cooking, but also as an ingredient. Binchotan, a Japanese white charcoal that emits minimal smoke and odor, will especially be featured.

"We’re also seeing charcoal come to the fore in a big way. This is down to its ability to impart rich flavor with global influences — like Korean Hotteok or Vietnamese Bánh Xèo," Lamberto Valdez Lara, executive chef at Kimpton Maa-Lai Bangkok, said in the news release.

Blending cultures and adding an international flare to familiar favorites will be another food trend to watch next year. Third-culture cuisine, which is an amalgamation of dishes and ingredients from different cultures into one dish, includes meals such as green curry guacamole, mesquite grilled ribeye and salmon crudo.

International pancakes such as Moroccan msemen, Korean hotteok and Vietnamese Bánh Xèo serve as a versatile base for flavor pairings.

"Comfort foods like pancakes are being redefined through a global lens, while natural botanicals and unique citrus varieties bring freshness and vibrancy to the plate," Valdez Lara said.

Cocktail and beverage trends

Popular beverages poured at hotel bars will face some steep competition from up-and-coming drinks next year.

Banana milk is an alternative milk that will rival oat milk in the near future, according to Kimpton's report. It's often paired with coffee and espresso, as well as sweet flavors such as whipped cream, cinnamon and caramel.

The Garibaldi, an Italian aperitivo cocktail with citrus flavors, will look to take the crown from the Aperol Spritz.

Other trends include adding fruit and botanicals such as rose, elderflower and cherry instead of sugar for some natural sweetness and adding plants with earthy flavors such as aloe, chayote, eucalyptus and pepperberry to cocktails.


US hotel performance declines continue throughout December

New York City, Baltimore markets among bright spots during down week


During the week of Dec. 7-13, the Baltimore hotel market received a demand boost from the Army-Navy football game on Saturday, Dec. 13. (Getty Images)
https://www.costar.com/article/404070656/us-hotel-performance-declines-continue-throughout-december?


U.S. hotel room demand fell for a fifth consecutive week during the week of Dec. 7-13 and has fallen in 23 of the past 33 weeks.

Revenue per available room has seen a similar number of drops, declining by 1.1% during the week. Hotel occupancy fell 0.9 percentage points and with supply gains, it has decreased in all but three weeks since May.

Average daily rate hasn’t been much of an offset to the occupancy decreases, rising by 0.4% the week of Dec. 7-13. Since May, weekly ADR growth has averaged 0.5%. This is the lowest ADR increases the industry as ever seen in this period except during recessions and the pandemic. But as we have pointed out over the past several weeks, the U.S. hotel industry’s total performance figures don’t tell the entire story.


Hurricane markets, those that were affected by Hurricane Helene and Hurricane Milton in 2024, continued to be a big drag on year-over-year comparisons, accounting for 64% of this week’s hotel room demand loss. Las Vegas was also a significant contributor as its demand decline made up 20% of the industry’s total loss. Excluding them, U.S. RevPAR was up 0.5% via a 1% ADR increase as occupancy was down 0.3 percentage points. While better, there is still weakness in the remaining markets as room demand has been flat (-0.1%) since May and weekly ADR growth has only averaged 0.8%.

RevPAR rose in several hotel markets but at sluggish pace

Excluding Las Vegas and hurricane market Tampa, RevPAR in the top 25 U.S. hotel markets was up 0.6% on a 1.8% ADR gain. Most of the increase came on the weekend where RevPAR rose 1.7%. Weekday RevPAR was flat (0.2%) due to declines on Sunday, Monday and Tuesday. Wednesday and Thursday combined RevPAR was up 1.7% like weekend RevPAR.

The Sunday through Tuesday RevPAR weakness was driven by sharp RevPAR decreases in New Orleans (-50.2%), San Diego (-38.6%), Washington, D.C. (-23.5%) and Oahu (-14.5%) due mainly to conference shifts. For example, a year ago New Orleans hosted as the American Society of Health-System Pharmacists (ASHP) Midyear Clinical Meeting & Exhibition. Excluding those four markets, RevPAR in the remaining top 25 markets was up 5.4% Sunday through Tuesday driven by growth in Anaheim (Orange County), Orlando, Phoenix, St. Louis, and New York as RevPAR was up by more than 7% in each market. In fact, if you exclude those four markets along with Las Vegas and Tampa, full-week RevPAR was up 4.3% on a 3.7% ADR gain with occupancy rising 0.3 percentage points.

New York hotels had a very good week with RevPAR rising by 7.9% on an 8.7% ADR increase. Occupancy topped 92.5%, its highest level of the past nine weeks, but down 0.6 percentage points from a year ago. Group demand however was strong, up 10%.

New York’s holiday season demand trends have encompassed the bifurcation we have seen in the U.S. hotel markets. Since the Rockefeller Center Christmas Tree Lighting on Dec. 3, luxury and upper-upscale hotel RevPAR has grown 6.5% while midscale and economy hotel RevPAR is down 18.2%. ADR in New York over this period was $543, with luxury and upper-upscale ADR over $704 and up 8.6% year over year. Midscale and economy hotels had an ADR of $219, which is a decrease of 10.5%.

RevPAR in non-top 25 markets excluding the hurricane markets was up 0.5% in the week as a third of them saw weekly RevPAR increase by more than 3%. Baltimore saw the largest RevPAR increase (+40.6%) followed by three other markets where RevPAR grew by more than 25%. Baltimore hosted the annual Army versus Navy college football rivalry on Saturday, Dec. 13. Weekend RevPAR jumped 92.2% via growth in ADR (+47.3%) and occupancy (+20 percentage points).

Bifurcation not going anywhere

Among just luxury and upper-upscale hotels, group demand was down 5.7% with group ADR up 3.7%. In the top 25 markets, group demand was down 7.5% this week due to sharp decreases in the markets previously mentioned. Without those markets, group demand was flat (+0.4%) with group ADR up 7.5%. Group demand was also flat in markets that have a convention center between 100,000 and 499,999 gross square feet.

Weekly RevPAR was down in all hotel types except the luxury class, which increased 1.5% on a 3.3% ADR lift. Economy class hotels saw the largest RevPAR decrease, down 8.1%. Excluding the hurricane markets and Las Vegas, RevPAR was up 4.2% in luxury hotels with economy hotels down 3.2%. The other class types reported a range of RevPAR change from flat (-0.2%) in upper midscale to down 0.9% in midscale.

Near-term US outlook not great

U.S. hoteliers can expect RevPAR to be down in most of the remaining December days despite the prediction of record travel. Based on 24 years of historical data, the holiday period that begins with Wednesday Christmas Eve and ends with a Thursday New Year’s Day produces the weakest demand and ADR growth. In the months ahead, U.S. hotel performance in the first quarter of 2026 will continue to face stiff headwinds from hurricane markets before abating in the second quarter.

Growth remains strong in most countries/regions outside the US

Global hotel RevPAR, on a same-store basis and excluding the U.S., increased 6.3% via a 6% ADR gain during the week of Dec. 7-13. Like in previous weeks, the growth was led by countries in the Gulf Cooperative Council (GCC), which collectively grew 20.6%. Other large gainers included Australia (+16.4%), Spain (+16%), and the Caribbean (+10.2%). China, Canada and Mexico hotels again saw weekly RevPAR fall.

Canada’s decrease was centered in Vancouver, which held the final Taylor Swift’s Eras tour shows a year ago. RevPAR was down every day by double-digits even though the shows occurred early in the week. Without Vancouver, Canada’s RevPAR was up 4.1% on a 4.2% ADR increase. RevPAR was up in Toronto and Montreal, rising 4.3% and 5.8%, respectively.

The RevPAR decline in Mexico was again in key destination markets including Mexican Caribbean (-11.3%), Baja California (-9.8%), and Cancun (9.2%). Once again, Mexico City saw strong growth (+17.2%) mostly on occupancy but ADR also saw solid growth (+6.8%).

All but four of China’s 48 markets saw RevPAR decline in the week. The exceptions were Hong Kong (+19.6%), Sanya (+5.7%), Guangzhou (+3.1%) and Shenzhen (+2.3%). Shanghai and Beijing – the country’s two largest hotel markets – were down 2.3% and 1.9%, respectively.

Outside of the U.S. and on a same-store basis, luxury-class hotels were also in the lead with weekly RevPAR up 9.4% followed by upper upscale (+6.4%) and upscale (+7%). All classes were up this week with the lowest growth rate seen in midscale (+0.5%).

Isaac Collazo is senior director of analytics at STR.

This article represents an interpretation of data collected by CoStar's hospitality analytics firm, STR. Please feel free to contact an editor with any questions or concerns.




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