Sunday, December 6, 2020

IHG turns its back on loyal OTA guests

Intercontinental Hotel Group (IHG) is the latest major global hotel chain to cut off loyalty perks for elite loyalty members who make their reservations...

The Perfect Frequent Flyer Program

Dear Frequent Flyer Programs of the World, Thank you for making 2016 a year to remember in the loyalty business. A year of devaluation announcements, revoking...
changing frequent flyer programs

Should airline management be forced to pay full price for tickets?

Why are frequent flyer programs constantly changing? Before we get to the nitty-gritty of frequent flyer programs logic, consider the following scenarios: You pay full price...
Loyalty and Revenue Management

Loyalty & Revenue Management – The Super Duo

"Show me the money!" That's what Jerry Maguire says to keep his Client in Cameron Crowe's 1996 film starring Tom Cruise in which Jerry, a...

Breakage: Good or Bad for Loyalty Programs?

In our previous article exploring Loyalty Myths, we took a look at whether programs should be concerned about large points liabilities sitting on the...
Frontier Airlines

Leadership Interview: Frontier Airlines Insights

"MASSIVELY INSIGHTFUL - Something all airlines can learn from".  That is how Aviation Festival Americas organisers described the recent "What's the Status of Status"...
new elite loyalty tier

Creating a new airline loyalty status tier [Part Two]

Creating a new airline loyalty status tier - part two In the previous paper, creating a new airline loyalty status tier - part one, we...
Status Match

Loyalty Status Matching – What’s the Future?

According to research by Loyalty Data Co, up to 60% of all Status Match submissions are fraudulent. With no way to know how many times...

Making Loyalty Programs Work Harder for Airline and Hospitality Brands

The rise of low-cost carriers over the last decade is putting the airline industry under acute pressure, with the race to the bottom getting...

Leadership Interview: Can Airlines Have Too Many Elite Members?

Can airlines and hotel loyalty programs have too many elite members? What happens to the core business when programs are top-heavy on elites? Does the core...
qantas

Under the Hood: What the Qantas Frequent Flyer Changes Really Mean For Members

Under the Hood: What the Qantas Frequent Flyer Changes Really Mean For Members. Last week, Qantas announced an overhaul of the frequent flyer program. The Australian...

Segmenting frequent flyer loyalty member databases

Step by step guide on segmenting frequent flyer member databases. Want to dive deeper than traditional segmenting? Check out my other article on Propensity Modeling...
Qatar Airways

Leadership Interview: Qatar Airways & Mastercard on Monetizing Data

Data monetization -- the new loyalty buzzword?! Earlier this week I spoke with top industry experts on loyalty data monetization,  Christian Hylander from Mastercard and...

Loyalty: On the Cusp of Major (R)Evolution

Loyalty program announcements so far this year indicate a major sea change. From the customer perspective, it amounts to a Revolution - where brands...
airline fly over city

The 4 Keys to Running a Future Successful Airline

The airline industry is on its knees and at the mercy of Governments, Shareholders and cashed-up billionaire investors who've always wanted to be millionaires. With...

Bad Data: When Big Data Lets You Down

Big Data in loyalty programs is being used to learn detailed profile metrics on our customers and use predictive semantics to identify triggers of...
new loyalty status tier card

Creating a new airline loyalty status tier – [Part One]

Creating a new loyalty status tier can make or break loyalty program economics. From both internal and public perception - new loyalty tiers are exciting! They...

The Future of OTA Loyalty Programs

Online Travel Agents (OTAs) are known as an efficient distribution channel for hotel rooms, but with more major hotel brands pushing direct bookings to...
Cathay Pacific Extend Elite Status

Should Airlines & Hotels Extend Elite Status in Times of Crisis?

Extend elite status or Not to extend elite status? That's the million-dollar question circling around the travel loyalty industry lately. The unprecedented grounding of aircraft,...

Predicting Loyalty Churn – Cathay Pacific Marco Polo [Case Study]

Cathay Pacific Marco Polo loyalty program changes in 2015 could have cost the company over $1B in lost revenue Big data can now predict when...

Leadership Interview: Loyalty Platform Insights

When was the last time a loyalty platform vendor said their technology would generate more revenue for your organisation than it costs to buy...
Virgin Australia Velocity

Virgin Australia to buy back 35% stake in Velocity for $700M

Did Velocity really double in value over 5 years and is it worth AUD $2bn? Virgin Australia announced its intention to buy back its 35%...

How Airlines Measure Loyalty

For years, the airline loyalty industry has been debating over what the definition of a high-value customer is. One that spends big on airline...
liability management

Loyalty Program Liability Management in the Age of COVID-19

A famous statistician once said, "All models are wrong, but some are useful." This could not be truer for loyalty program models in our current...

Breakage vs Engagement: The Financial Question for Loyalty Programs

Airline loyalty breakage is growing discussion point for many frequent flyer programs Len Llaguno - Founder and CEO of SnapShotML, firm providing a financial measurement...

5 Predictions for Airline Loyalty in 2021

Each year I publish in advance my thoughts and insights as to where the travel loyalty industry is heading. While 2020 was a tough one...