11 March 2021

The availability of data has never really been an issue for loyalty programs. But transforming that mass of data into a commercially exploitable good is a bigger challenge, which will though become critical in the months ahead.

02 February 2021

Norwegian’s announcement to suspend temporarily its Frequent Flyer Program comes as a shock to its members, but points to a dilemma many travel loyalty programs are facing these days. What is the best solution?

05 January 2021

While many travel loyalty programs allowed themselves getting involved in secondary battlefields like monetizing their currency in the past, 2021 will be the year to come back to the roots and to prove that they are actually able to create loyalty.

28 December 2020

Each of us knows this feeling of having dreams, mixing up fiction with reality. Such a dream reminded me of an issue I’ve never really understood for more than 20 years: Why don’t airlines use the loyalty currency to support all their internal business units?

17 November 2020

Although only a minority (23%) of Frequent Flyer Programs has opted for a revenue-based model on the accrual side so far, many of them are about to discover the inconveniences of such a system – or even the hidden danger.

23 October 2020

When companies should do more to secure the future business of members, airlines and hotels start to be faced with a shortage of resources as layoffs across the industry set in. But there is no problem without a solution.

28 September 2020

As the industry struggles to get back to speed, more and more rewarding loyalty promotions are popping up. They are a great opportunity to show to customers that the operators care about them – but not everybody seizes that opportunity.

24 August 2020

Listening to customers is an art for itself. While many loyalty programs incorporate such strategy to define future features, most fail to interpret correctly what they hear and/or to translate this into the appropriate action.

03 August 2020

It might be hard to recognise anything good in the current market, but there is at least one positive side effect: The last months have clearly shown that FFP spin-offs are a model of the past and that there are smarter alternatives for airlines to raise cash.

13 July 2020

Loyalty programs widely work on rewards and recognition. But both elements are kind of broken in the current market environment, meaning that loyalty programs would need to reconsider how to remain relevant during the crisis.