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...
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...
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...
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,...
The Travel Industry Will Soar One Day Again Soon
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...
Airline Loyalty is a C-Level Role
In 2020 -Â United Airlines announced a US $5B loan secured by MileagePlus, proving once again that the Loyalty Program is more valuable than...
Love is the answer for the travel industry
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...
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...
Airlines – Wakeup and Smell the Money
Some of the brightest people in the travel sector have hung up their boots and are beginning new careers in other industries - and...
Leadership Interview – Building Data Science Teams
I recently had the pleasure of speaking with Jeremy Adamson, who is the author of the recently launched publication, titled Minding the Machines -...
Will airlines & hotels ever end the unlimited free elite status extensions?
Over the past two years -Â airlines, hotels and travel companies extended complimentary status for elites because, Covid.
These elite status extensions were mainly justified...
Airline Loyalty Predictions for 2022
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...
Loyalty Programs Need More Control to Fuel Growth of Airline Industry Valuations
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...
Positioning Airline Loyalty Programs for New Value Creation
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...
Status Match Would Be The Cover Photo of An Airlines Dating Profile
Lessons from online dating help show why a status match programme is the best way for airlines to acquire high-value passengers, fast.
Consider online dating,...
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...
Joy – The New Airline Loyalty Metric
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...
5 Tips For Pitching Your Product To An Airline Loyalty Program
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...
Monetizing Data: How Much is Airline Loyalty Data Worth?
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...
5 Predictions for Airline Loyalty in 2020
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 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...
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...
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...
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...
United Airlines Breakdown: MileagePlus Loyalty Program Changes
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...
Rethinking Elite Status Downgrades
Losing elite status in an airline or hotel loyalty program doesn’t mean a member is done travelling—or done with your brand.
Too often, brands treat...
