15 February 2018
Qatar Airways cut back on the benefits you get on upgrade tickets last week, raising the question why. It comes down to the basic point that if you decide to promise something to your customers, you should deliver it, too!
09 January 2018
Hilton has announced drastic changes to its Hilton Honors program. Frequent travellers will definitely get more out of the program, but the underlying message might be that Hilton has lost the distribution fight against OTAs.
29 November 2017
While Aeroplan is still bullish about its future in public, its reality is likely to be much closer to the situation of Air Berlin’s topbonus program. That’s why the folks in Montreal are well advised to watch closely what is happening in Berlin these weeks.
15 September 2017
You don’t have to look too far to see that any well-meant efforts by loyalty and customer experience departments often don’t translate into something tangible in practice at airlines. They often stop even well before you ever board the plane.
05 September 2017
This year has already seen two major failures of spin-off FFPs, putting a likely end to what many claimed to be the big trend a few years ago. But some elements in the spin-off model might be worth to be kept with a slightly different approach.
22 August 2017
Compared to other industries, the travel industry has the advantage that many customers have a natural high level of engagement. This is, first of all, a tremendous opportunity for our industry. But at the same time a risk, too.
16 August 2017
While Air Berlin had time to prepare for that moment, the worst communication scenario is unfolding right now, especially for its frequent flyers. It is a bit surprising that anything like that can still happen these days.
02 August 2017
Well-designed loyalty programs should manage to increase revenues, through increasing revenues with existing customers and/or through reaching out to new customers. But many programs fail to do so – and might still be considered successful.
28 July 2017
The three big Gulf carriers find themselves, all of a sudden, in difficult conditions, although for very different reasons. As this is new territory for at least two of them, it will be interesting to watch what this will mean for their FFPs.
13 June 2017
Earlier this month, the latest low cost carrier, Level, took to the skies. It has opted to use the Iberia Plus program as loyalty product, underlining how different strategies at LCCs actually are. Its short-haul sibling Vueling, for instance, has an own program.
