13 March 2018

On 01 June, Air France KLM’s Flying Blue program will change, quite radically, the redemption logic. It will introduce a city-pair specific pricing, coupled with a dynamic pricing. There is some logic to the system, but things won’t get simpler for customers.

21 February 2018

There is no doubt that data plays an increasingly big role in loyalty management. But can it really be reduced to that question in the travel industry? Or why we have decided to separate from FlightGlobal for running the annual Loyalty conference.

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.