Loyalty Programs

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...

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,...

Each year I review past loyalty predictions and make new predictions for the upcoming 12 months. The report card for my 2021 predictions is 4...

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...

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%...

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

Industry veterans, Dave Canty and Phil Gunter join the Loyalty Summit WebCast to discuss reinventing loyalty programs. In the Loyalty Leaders Insights discussion series, we...

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...

The location is everything in the hotel world. But are hotels doing enough to make the most of their locations and enable better experiences for...

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

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...

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...

Loyalty programs have been slowly opening up to a wider audience, but many brands are taking steps that are simply derivatives of traditional loyalty...

I recently shared an article on how airlines are using information to individually price airfares and extract maximum value from passengers which was thought...

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...

The rise of predictive analytics has brought many benefits to marketers. The tremendous amount of both real-time and historical data available about customer behaviour...

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...

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...

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...

Pitching your product to an airline loyalty program? Here are 5 tips from someone who has run a global airline loyalty program into the most...

There are indications that the level of interest towards brand loyalty remains increasingly strong. Do a quick search in Google Trends and interest in the topic of...

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...

Airline feedback is broken. Everyone knows it, but nobody will admit it. Customer feedback surveys with static questions that demonstrate the airline has no idea...

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

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