28 May 2020
Focus groups are a common tool for airlines and hotels to test new product elements to ensure that the ideas correspond to the needs of their best customers. Wouldn’t it be a good idea to remember these focus groups now?
04 May 2020
United’s recent move to increase award levels on Lufthansa transatlantic flights throws the light on a question not yet really examined: Where are joint ventures (JVs) heading to? Will there be even a second life for alliances?
16 April 2020
Right now, we all hope that business will return to normal as quickly as possible, meaning planes will be flying again and hotels will be open again. But the tough work for loyalty professionals will only start at that point.
30 March 2020
Each crisis brings up a not so pleasant side effect: Self-proclaimed thought leaders trying to exploit the situation, looking more at their personal need to create new business than really keeping the wealth of the industry in mind.
19 March 2020
While the hit might be stronger than ever this time, it is certainly not the first shock the travel industry has to endure. But a shockingly repeating pattern can be observed with each such crisis: the dive into invisibility of most loyalty programs.
25 September 2019
Several airline failures within a couple of days raise the question how important loyalty programs should be for airlines with a predominant focus on low frequency leisure travellers. While each case might be different, some common considerations certainly apply.
02 September 2019
Looking at recent developments, it seems more and more difficult to ensure that partnership revenue will be really a given thing for Frequent Flyer Programs forever. And actually not all factors are under the control of airlines.
11 July 2019
When Emirates recently announced its intention to start to unbundle the Business Class product, an industry-wide discussion was initiated. Such approaches do already exist, however, and the true question is what expectations this creates with passengers.
01 July 2019
The tie-up between the loyalty programs of Air France KLM and Accor is definitely beneficial to customers. But will it justify the potentially huge costs for the two programs, too? It could, but it is far from sure.
10 April 2019
With United announcing the removal of award charts in favour of a dynamic award pricing, many fear hidden increases of award prices. The more general question is though to what degree price increases in loyalty programs are justified at all.
