How are hotels beating up OTAs? The OTA sector (the ‘over the air’ companies such as booking.com and Expedia) spend considerable amounts marketing their sites, yet hotel direct loyalty memberships and bookings are up between 30% and 40%. How have the hotels achieved this? Interview with Cindy Estis-Green, CEO and founder, Kalibri Labs. Loyalty Magazine recently reported on a study by Kalibri Labs that confirmed its 2017 findings that direct booking and … [Read more...] about How are hotels beating up OTAs?
What you might have missed - 1 - FREE ACCESSCharting the progress of travel loyalty to an unknown destination - In a series of exerpts over the forthcoming holiday, we share some of the articles published in our printed magazine that got people talking. Where is Loyalty going? And how long is it going to take to get there? These are questions that absorb the minds of all those working in loyalty. According to a raft of recent research, … [Read more...] about What you might have missed – 1
Nailing travel loyalty in the basic economy ageWith increased competition and choice between airline experiences, what are the implications for loyalty? In an era of pounds spent, not miles flown currency accrual, lower fares will undoubtedly have an impact on flyer loyalty – the question is, how should airlines react? Article by Peter Gerstle, Head of Travel Products at Collinson … [Read more...] about Nailing travel loyalty in the basic economy age
Open access: democratising travel loyalty A three-step plan to creating a broader and more profitable customers base for your travel rewards programme. Travel schemes must democratise loyalty by considering new and 'low value' members as well as high worth ones, argues Peter Gerstle, head of travel products at global loyalty and benefits company Collinson. … [Read more...] about Open access: democratising travel loyalty
Take two pitchers of water and equalise......Level up where necessary (Recipe for success when merging loyalty).Exclusive interview with Elina Zois, head of Europe for Marriott Rewards and Starwood SPG Points, on plans for the two programmes after the merger of the two hotel groups. … [Read more...] about Take two pitchers of water and equalise
Together or apart? Analysing FFP trendsA marriage made in heaven, but is it time for divorce?Few would question the value of a frequent flyer programme to an airline. They are an intrinsic part of most customer propositions, increasingly even for low cost airlines. In fact FFPs are regularly valued at more than the airline itself. But this raises the question whether it is advantageous to split the airline and the FFP and if so how to do it. … [Read more...] about Together or apart? Analysing FFP trends
Positioning Avios as the international multi-airline mileage rewardAvios will emerge like a phoenix from the flames of UK Air Miles – but what of the consequences, both for owner International Airlines Group (IAG) and for customers? Q&A with The Mileage Company MD Andrew Swaffield. … [Read more...] about Positioning Avios as the international multi-airline mileage reward
Special report: Making the experience count on a low cost carrier* "Ancilliary Revenue Opportunity" is the buzz phrase for low cost carriers, who have realised that significant revenue can be gained from selling things other than the seat.* Chart on top LCCs with loyalty schemes* Profile of rising star airBaltic* Using partners to fund loyalty rewards … [Read more...] about Making the experience count on a low cost airline
Can frequent flyer schemes live up to consumer expectations? As American Airlines begins the celebrations for its 30th birthday, Loyalty Magazine considers whether frequent flyer schemes live up to expectations in the country where the miles rewards concept was first born. … [Read more...] about Can frequent flyer schemes live up to consumer expectations?
Southwest Airlines tries to repair rewards relaunch damageUS carrier Southwest Airlines, long regarded as a model of customer engagement, showed that even the most celebrated companies can run into problems when changing their customer offering. The airline’s Chris Mainz talks to Loyalty about how it has been working to overcome the complaints of customers about its revamped rewards scheme. … [Read more...] about Southwest Airlines tries to repair damage after rewards relaunch