Thought Leadership

This is my favourite podcast so far in 2022. Let's Talk Loyalty host, Paula Thomas, has a powerful conversation with loyalty industry heavyweight Mark...

According to a recent SEC filing, American Airlines AAdvantage generated $1B cash in Q2 2022, representing a 73% gross margin for the loyalty business. American...

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...

Over the past two years -  airlines, hotels and travel companies extended complimentary status for elites because, Covid. These elite status extensions were mainly justified...

I recently had the pleasure of speaking with Jeremy Adamson, who is the author of the recently launched publication, titled Minding the Machines -...

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...

Some of the brightest people in the travel sector have hung up their boots and are beginning new careers in other industries - and...

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...

Something is absent from airline marketing messages in 2020. Something that airlines have spent the better part of the last century branding customers with. That something...

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...

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

What is the new normal for the aviation industry? Are we destined for an eternity of wearing masks, social distancing, quarantine periods, Government restrictions? Is the...

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,...

"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...

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

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...

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...

Successful data-driven airlines typically attribute value of the airline loyalty data they collect within the loyalty program based on the commercial application of that...

Looking back over the past 10-years, could we have predicted the airline loyalty industry would be where it's at today? Could we have predicted that...

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

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...

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

Breakdown of the United Airlines MileagePlus Program Changes. Recently, United Airlines MileagePlus announced that from November 15th, 2019, the program would be changing. The program will...

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...