Sunday, August 1, 2021
Use data intelligence to understand your customers

Using data intelligence to understand your customers

Do you understand your customers? How do airlines identify customer needs? How can loyalty programs use that data to improve customer loyalty? Understanding your customers is more...

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...
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%...
shadow member loyalty

Shadow Loyalty Members – The Revenue Hiding in Plane Sight

Take a moment to consider the following: Who are the most valuable passengers to the airline? How do the airlines track and measure total...

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...

Cathay Pacific Marco Polo Program Changes

Cathay Pacific announced changes to the Marco Polo program today which come into effect for all flights taken after April 16, 2016. These changes have...

Velocity Frequent Flyer Program Updates

Virgin Australia's loyalty program - Velocity Frequent Flyer made a host of fundamental core changes to the loyalty program this past week. Most notably are...
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...
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...
loyalty game mechanics

Using Loyalty Game Mechanics to Increase Revenue Per Seat

Loyalty game mechanics can be a massive revenue driver for both airlines, and their frequent flyer programs. Getting to the advanced state of leveraging from...

Measuring Loyalty – Tracking passengers who fly with competing airlines

Measuring loyalty success through share of wallet tracking is more powerful than traditional metrics. What would your frequent flyer program do if the most valuable...

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...
Airline Boardroom

Airline Loyalty is a C-Level Role

In 2020 -  United Airlines announced a US $5B loan secured by MileagePlus, proving once again that the Loyalty Program is more valuable than...
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...
Loyalty Financial Managemnet

Leadership Interview: Managing Liability, Engagement & Redemptions

Some of the hot topics in the loyalty industry right now are Managing Liability, Member Redemptions & Member Engagement. How important is it for Loyalty...

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...

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...

How airline loyalty programs use big data to drive new revenue

How airline loyalty programs use big data to drive new revenue The past few years have seen a wave of travel companies member accounts compromised...

Disrupting Airline Loyalty – The billion dollar risk airlines are taking

Change is in the air, and disrupting airline loyalty programs is coming from an unlikely source. Globally, airline loyalty programs generate billions of dollars in...

Leadership Interview: The Importance of Loyalty in a Time of Crisis

The Loyalty Summit hosted the first in a series of online webinar events, with the recent event titled The Importance of Loyalty in a...

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...

How Big Data Is Driving Loyalty Program Revenue

It's often thought that loyalty programs are designed to reward customers with special offers, treats, and discounts in the hope of retaining their business...

Leadership Interview: Time For A Loyalty Reboot

The Aviation Festival Asia is hosting a series of leadership interviews with experts in their respective fields to discuss key airline challenges, insights and...

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...
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...
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The Magic of Loyalty

The magic of loyalty is something we've all experienced in our lifetimes, and yet, few of us can articulate that powerful feeling while linking...