All you need to know this week about loyalty & CX: GLO Interview: Alexandra Christopoulou, Head of Loyalty, Aegean Airlines • AirAsia • Cathay • Air Japan • Iberia • Lufthansa • Cebu Pacific • Frontier Air • Jetblue • Saudia • Etihad • Flynas • Ryanair • Norwegian • Air India • Wizz Air • Malaysia Air • Air Canada • IndiGo • Choice Hotels • Marriott • Four Seasons • Hilton • Taj • Radisson • IHG • Tripadvisor • Tesco • Yum China • Nike • TikTok • Bilt • Reports • Loyalty Careers & Jobs
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GLOGLO Featured:
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On the latest transformation of Aegean Airlines’ Miles & Bonus program • What was the initial push for the program’s transformation • On tailoring the offering for youth customers and Gen Z • On solving dilemma of frequent and infrequent flyers • On main obstacles that you had to solve as the head of the loyalty program • On next areas to address • On where do you see the whole loyalty industry moving in 12-18 months and opportunities • What if you had a magic wand…
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On the latest transformation of Aegean Airlines’ Miles & Bonus program • What was the initial push for the program’s transformation • On tailoring the offering for youth customers and Gen Z • On solving dilemma of frequent and infrequent flyers • On main obstacles that you had to solve as the head of the loyalty program • On next areas to address • On where do you see the whole loyalty industry moving in 12-18 months and opportunities • What if you had a magic wand…
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Airlines, Alliances & Airports:
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Aer Lingus Q2 Financial Results Aer Lingus reports Q2 2024 operating profit of €92m, impacted by market pressures across the Atlantic and the recent industrial action
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Capital A embarks on the last mile for the creation of a stronger AirAsia Aviation Group Capital A Berhad (Capital A) has submitted its Extraordinary General Meeting (EGM) circular to Bursa Malaysia, that details the proposed disposals of its entire equity interest in AirAsia Aviation Group Limited (AAAGL) and AirAsia Berhad (AAB) to AirAsia X (AAX) (Proposed Disposals). An EGM for shareholders to approve the Proposed Disposals will be convened in 21 days from the date of the issuance of the circular at a later date.
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Lufthansa Technik wins two Red Dot Design Awards Lufthansa Technik has garnered acclaim at the 2024 Red Dot Design Awards, a prominent international event recognizing outstanding achievements in product, communication, and design concepts. The awards ceremony is set to take place in Singapore this October.
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AirJapan End-of-Summer Special Event! Air Japan will be holding an end-of-summer special event “Summer Festival in the Sky” on the Bangkok=Narita and Singapore=Narita routes (*) from August 19 to September 13. Cabin attendants wearing happi coats will hold a raffle. Prizes include in-flight meals and sales products such as eco bags. A special “Summer of Japan” video will be played via projector during the event service period.
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Cathay plans to bolster its ASEAN network to seize growth opportunities with regional markets John Lee Ka-chiu, Cathay Group Chief Executive Officer Ronald Lam concluded a six-day visit to three ASEAN countries — Laos, Cambodia and Vietnam — underscoring the region’s significance to Cathay’s expanding network and future growth, as well as to Hong Kong’s economic development.
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Cebu Pacific to Launch Direct Flights Between Manila and Chiang Mai The Philippines’ leading carrier, continues to expand its international network as it introduces direct flights from Manila to Chiang Mai with its signature Piso Sale, allowing Filipino travelers to explore the mountainous region of northern Thailand.
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Sustainable Skies: Ethiopian Airlines’ MoU with Satarem Ethiopian Airlines Group has signed a Memorandum of Understanding (MOU) with Satarem America Inc. to partner on production and use of Sustainable Aviation Fuel (SAF) in Ethiopia. Satarem shall produce SAF in the country, and Ethiopian Airlines has agreed to acquire the SAF from Satarem. With this MoU, Ethiopian Airlines Group has solidified its commitment to sustainability.
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Frontier Airlines Launches ‘G.O.A.T.’ Promotion Additionally, the airline is offering the chance for 100 lucky consumers to win their own Gold or Silver in the form of Gold or Silver FRONTIER Miles Elite Status for a year. Fifty winners will be awarded Elite Gold Status and another 50 awarded Elite Silver Status through a random drawing.
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Iberia celebrates the 70th anniversary of its first flight to New York To commemorate such a special day, Andrés Iwasaki, Iberia’s long-haul Cabin Crewmember, surprised customers on IB6251 on Saturday, 3 August 2024, the first flight of the day, with a performance of Frank Sinatra’s NEW YORK, NEW YORK.
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ANA takes off again from Vienna: Three non-stop flights to Tokyo each week All Nippon Airways (ANA) resumed its flight service between Vienna and Tokyo Haneda Airport on August 2, 2024, after suspending the route in March 2020 due to the pandemic. The flights operate three times a week year-round using a Boeing 787-9 Dreamliner.
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JAL Prize Announced for HERALBONY Art Prize 2024 JAL, as a gold sponsor, has selected the “JAL Prize” in the “HERALBONY Art Prize 2024,” an international art award for artists with disabilities organized by HERALBONY Co., Ltd. (Head office: Morioka City, Iwate Prefecture; hereinafter “HERALBONY”).
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Jamie Perry Named President of JetBlue Travel Products JetBlue Airways today announced the appointment of Jamie Perry as president of the airline’s JetBlue Travel Products subsidiary. Perry will lead the growth of the JetBlue Vacations brand and other non-air travel products including Paisly, JetBlue’s homegrown travel website that gives travelers access to exclusive savings and points on cars, stays, activities and travel bags.
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Saudia to Launch Operations Between Medina and Medan Saudi Arabia’s national flag carrier, Saudia, has announced the addition of Medan to its regular flight network, making it the airline’s second destination in Indonesia after Jakarta. Saudia will operate four weekly flights between Medan and both Jeddah and Medina, starting on August 31.
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Kuwait Airways launches various selection of special meal menus Kuwait Airways’ continuous efforts to provide various services to its valued customers, the company announced the launch of special meal menu for passengers. Kuwait Airways, in cooperation with Kuwait Aviation Services Company (KASCO) organized a presentation of the new menus.
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Wio Bank and Etihad Airways revolutionise savings with miles-earning programme Wio Bank PJSC, the region’s first platform bank, and Etihad Guest, the loyalty programme of Etihad Airways, have announced a new partnership introducing a first-of-its-kind offering that allows Wio Personal customers to earn Etihad Guest Miles for every AED deposited into their Saving Spaces. This innovative programme refines traditional banking rewards, as it is the first time a bank has offered miles without linking them to a payment card.
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Flynas reports record 2024 mid-year results, with 47% surge, to more than 7m passengers The world’s leading low-cost airline and the top LCC in the Middle East, reported a remarkable performance in the first half of 2024, with over 7 million passengers, marking a 47% growth and a 37% increase in seat capacity for domestic and international flights compared to the same period in 2023. This growth follows the recent acquisition of 160 Airbus aircraft.
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RYANAIR ANNOUNCES PARTNERSHIP WITH TRAVELFUSION Ryanair has partnered with Travelfusion, making it an “Approved OTA Aggregator” authorized to offer Ryanair’s low-fare flights with complete price transparency. Customers booking through Travelfusion OTA partners can access their bookings via their myRyanair accounts without needing customer verification and will receive essential flight updates directly.
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Norwegian group with record of 2.85 million passengers in July In July, Norwegian had 2,526,093 passengers while Widerøe had 331,035, totalling 2,857,128 for the group. For Norwegian, this represents a passenger growth of 9 percent from July last year and the highest number of passengers since 2019. Unit revenue equalled the record figure from July last year.
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AirAsia Launches Super Sale with Fares from AUD 159 for Cairns Service AirAsia is launching its first flights to and from Cairns on 14 August with a special promotional sale, offering fares starting at AUD 159*. The sale runs until 18 August 2024 for travel between 15 August 2024 and 30 March 2025.
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AIR INDIA AND THE BICESTER COLLECTION ENTER PARTNERSHIP Air India, India’s leading global airline, has announced an exclusive new partnership with The Bicester Collection, a family of immersive luxury destinations, for the airline’s recently redesigned Flying Returns loyalty programme. The partnership offers Flying Returns reward points on shopping and dining experiences at The Bicester Collection’s nine open-air luxury shopping Villages in Western Europe.
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Wizz Air to launch two new Malmö-Romania routes for autumn 2024 Wizz Air is set to introduce two new nonstop services in autumn 2024, connecting Malmö, Sweden, with Bucharest and Iasi, Romania.
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Malaysia Airlines and Air Mauritius Broaden Connectivity for Customers Malaysia Airlines and Air Mauritius are pleased to announce the reinstatement of codeshare flights between the two carriers, offering travelers with enhanced travel options to explore the captivating beauty of Malaysia, Asia, Australia, Africa and beyond.
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Kuwait Airways ranked best in the world in terms of quality of meals served onboard Kuwait Airways has been ranked first worldwide for the quality of meals served to passengers. The airline received an impressive score of 8.8 out of 10 for its business class meals and 8.6 out of 10 for food across all cabin classes, based on evaluations from 25,000 passengers who reviewed over 100 airlines.
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Air Canada Reports Second Quarter 2024 Financial Results Second quarter operating revenues of $5.5 billion, increased 2% year over year
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IndiGo Reveals Business Class and Loyalty Program Launch Dates IndiGo, India’s largest low-cost airline headquartered in Gurgaon, Haryana, India has announced the launch of its business class service, “IndiGoStretch,” starting mid-November on the Delhi-Mumbai route. Additionally, IndiGo unveiled its new loyalty program, IndiGo BluChip, aimed at rewarding frequent flyers with points based on spending.
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Cathay Pacific commits investments to upgrade of Hong Kong hub The Cathay Group has committed over HKD 100 billion in investments over the next seven years to enhance its customer experience and reinforce Hong Kong’s status as an international aviation hub, particularly with the advent of the Three-Runway System.
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Air Canada shifts capacity from soft European Atlantic routes to the Pacific destinations Air Canada is shifting more capacity to the Asia-Pacific market, reducing its focus on Europe due to softer demand. Despite strong leisure travel demand to Europe, particularly in Mediterranean regions, the Asia-Pacific market is outperforming. The airline’s decision to divert capacity from Europe to Asia has proven successful, with new routes like Montreal to Seoul and Toronto to Osaka performing exceptionally well.
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On Thursday, IAG, the parent company of British Airways and Iberia, announced that it has abandoned its bid to acquire Spain’s Air Europa due to regulatory concerns. The decision follows an in-depth investigation by the European Commission, which had raised concerns about reduced competition on various routes.
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Air India announces partnership with LEGOLAND for Reward Points benefits Air India and Merlin Entertainments have joined forces to offer new benefits to members of the Air India Flying Returns loyalty program. This collaboration is part of Air India’s ongoing five-year transformation plan, aimed at enhancing the loyalty program as the airline evolves.
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Aer Lingus Adds Three New Sun Routes & Expands Capacity on Top Destinations Aer Lingus is excited to brighten their customers’ winter with the announcement of three enchanting new destinations: Marrakesh, Malta, and Seville. Additionally, the airline is significantly expanding its winter capacity on European routes, making a winter escape easier than ever.
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Breeze Airways to launch 18 new routes to five US cities for autumn 2024 Breeze Airways is set to introduce 18 new routes and expand its network to five additional U.S. cities starting autumn 2024, bringing its total to 64 nonstop destinations across 30 states. The airline’s inaugural route will link Newark, New Jersey, to Charleston, West Virginia, connecting Newark Liberty International Airport (EWR) with Charleston Yeager Airport (CRW) twice a week on Thursdays and Sundays, beginning November 14, 2024.
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British Airways to extend Southeast Asian reach as it axes London-Beijing British Airways is resuming direct flights from London-Gatwick to Bangkok’s Suvarnabhumi International Airport on October 28, 2024, initially operating three times a week and increasing to five times weekly by early 2025. The airline is also expanding its codeshare with Bangkok Airways to include new destinations in Thailand and Cambodia. Meanwhile, British Airways will end its London-Heathrow to Beijing Daxing flights by October 26, 2024, due to airspace issues and low demand.
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Hotels & Hospitality:
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Marriott International Signs Agreement With Zhong an Commercial Group to Bring W Hotels to Hangzhou W Hotels is part of Marriott Bonvoy and members will be able to enjoy benefits at the new destination.
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ENNISMORE AND KASADA SIGN FIRST HYDE HOTEL IN AFRICA Hyde Johannesburg marks a major milestone for Ennismore as the brand’s first hotel in Africa. This acquisition marks Kasada’s 1st investment in Johannesburg
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The Pawfect Staycation at Four Seasons Hotel Bengaluru Four Seasons Bengaluru is rolling out the red carpet for furry friends and their owners with the Pawfect Staycation, a delightful event celebrating International Dog Day. From August 23 to 25, 2024, pet parents and their canine companions are invited to indulge in a luxurious pet-friendly staycation and partake in a special brunch event on August 25, 2024.
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Hilton Accelerates Expansion Across Portugal with Three New Hotels Canopy by Hilton Vilamoura Marina, Santo André Beach Hotel, Tapestry Collection by Hilton and DoubleTree by Hilton Lisbon Airport will join Hilton’s rapidly growing Southern European portfolio.
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Two new Taj properties set to open in Bahrain IHCL has announced the signing of two new properties in the Kingdom of Bahrain: a luxury hotel and a boutique resort, both under the Taj brand. In collaboration with Kingdom Projects, IHCL will bring the Taj brand to Bahrain.
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Radisson Hotel Group opens first Residences in Egypt Radisson Hotel Group has launched its first residential property in Egypt. Radisson Residences, Cairo Heliopolis features 163 apartments, available in one-bedroom, two-bedroom, and three-bedroom configurations. Each unit comes with a fully equipped kitchenette and a separate living area. Additionally, 65 of the apartments have balconies, with 20 offering views of the pool.
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Discover Andaman Bliss with New ‘Family Getaway’ Package from Anantara Koh Yao Yai Resort & Villas Discover Andaman Bliss with Anantara Koh Yao Yai Resort & Villas’ new ‘Family Getaway’ package, designed to offer a seamless holiday experience filled with jungle adventure, marine exploration, and coastal relaxation.
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IHG Hotels & Resorts Announces Opening of San Antonio Riverwalk On August 1st, InterContinental Hotels & Resorts, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, announces the opening of the InterContinental San Antonio Riverwalk. The debut of the 390-room hotel — which features more than 18,000 square feet of meeting space, four new restaurants and bars, and impeccable Les Clefs d’Or concierge service — sets a new standard for luxury accommodations in the region.
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Radisson with the opening of Radisson Hotel Reims Radisson Hotel Group is delighted to announce its debut in the heart of the Champagne region with the opening of Radisson Hotel Reims. This contemporary hotel bolsters the upscale Radisson brand in France, marking its second location in the country. Situated just steps away from the vibrant Halles du Boulingrin and directly opposite the Reims Arena, Radisson Hotel Reims is poised to become a premier destination for travelers seeking a harmonious and enriching travel experience.
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ENNISMORE SIGNS FIRST ALL-INCLUSIVE SLS RESORT IN MEXICO Ennismore, the fastest-growing lifestyle and leisure hospitality company, is delighted to announce the signing of SLS Playa Mujeres Cancún, the SLS brand’s first step into the all-inclusive resort experience, opening on November 1st. This signing also marks the first all-inclusive destination for Ennismore in the Americas as part of Ennismore’s rapid growth strategy in the all-inclusive market.
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Zest Rooftop Bar Opens Its Doors at Four Seasons Resort Marrakech Four Seasons Resort Marrakech unveils a highly anticipated rooftop experience, offering year-round relaxation and socializing with creative cocktails and delicious bar bites, highlighting quality products and innovative flavours.
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IHG Hotel in the Wild Returned to Wilderness presented by Audi for a second year Inspired by the eccentricities of British culture and the enchanting allure of an English country estate, IHG Hotel in the Wild was designed as a place of whimsy and wonder, where the unexpected is celebrated and every moment is infused with style.
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Tripadvisor launches in-app hotel bookings Tripadvisor is seeking “deeper engagement” with customers.
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IHG bookings through its own channels reach 80% Hotel groups, including IHG and Marriott, are focusing on technology and loyalty programs to boost direct bookings and revenue.
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IHG Hotels & Resorts launches industry first ‘Low Carbon Pioneers’ programme IHG Hotels & Resorts, a global leader in hospitality, today announces the launch of its Low Carbon Pioneers programme, which brings together energy efficient hotels that have no fossil fuels combusted on-site* and are backed by renewable energy.
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Choice Hotels International Reports Second Quarter 2024 Results Raises Midpoint of Full-year 2024 EPS Guidance
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Retail, E-commerce, F&B, Healthcare:
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Boots to Utilize Advantage Card Data for Developing New Disease Treatments Boots, a leading health and beauty retailer, plans to leverage data collected through its Advantage Card loyalty program to assist in the discovery of new treatments for various illnesses. The company is nearing agreements with research organizations and healthcare companies to use this data for testing the effectiveness of drugs in real-world settings, as reported by The Sunday Times.
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Tesco has more than doubled the size of its marketplace in under two months Tesco’s new online marketplace now offers over 20,000 SKUs from third-party sellers, more than doubling the range available just two months ago. Initially, around 9,000 products were listed when the marketplace launched in early June, covering categories such as baby products, toys, beauty, homeware, garden, DIY, and pet care. This number has since surged to over 20,000.
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Yum China Reports Second Quarter Results Total membership of KFC and Pizza Hut exceeded 495 million. Member sales accounted for over 65% of KFC and Pizza Hut’s system sales in aggregate.
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Morrisons (UK) announced major improvements to its loyalty program from September 2024 According to The Grocer, Baitiéh informed suppliers that the loyalty program’s investment would include a substantial increase in exclusive member pricing.
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Ocado recently announced that it will begin a trial this month to sell everyday items like rice, pasta, and laundry detergent in refillable containers. This initiative is part of Ocado’s efforts to accelerate its reduction of single-use plastics. The products, branded under Ocado Reuse, will be delivered in reusable containers, which will be collected by drivers during the next delivery. After inspection and cleaning, the containers will be refilled and delivered again.
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Nike, JD Sports expand connected loyalty program to the US JD Sports will be the first global retail partner to join Nike’s connected loyalty program in the U.S., following a similar partnership launch in Europe in September 2022. Previously, Nike connected its membership program to Hibbett, a retailer now under JD Sports’ ownership, in October last year.
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TikTok Shop plans to raise UK seller fees in a bid to build ‘marketplace of the future
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Payments, Finance, Property & Insurance:
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Philippines-Based Mobile Wallet GCash valued at US$5 billion after investments from Ayala, MUFG According to Globe Fintech Innovations Inc. (Mynt), the company’s previous valuation was $2 billion in its last funding round in 2021. This new investment has more than doubled their valuation.
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Loyalty rewards platform Bilt has reached a valuation of $3.2 billion following a new funding round. The company announced on Thursday, August 1, that it raised $150 million in a round led by the Ontario Teachers’ Pension Plan. This comes just months after a previous $200 million round valued the company at $3.1 billion.
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Reports, Research, Insights & Opinions:
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Airline Outrage: Why Passengers Keep Getting Forced To Gate Check Bags An American Airlines passenger encountered a situation on two consecutive flights where the overhead bins were nearly empty, yet passengers were still required to gate check their carry-on bags. Despite the ample space, passengers weren’t allowed to keep their bags with them in the cabin. This scenario is a common complaint among travelers.
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Jobs & Careers:
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AIA is hiring: Strategic Alliances, Specialist (Assistant Manager Level) Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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Merkle is hiring: Customer Loyalty Strategy Consultant Location: London, England, United Kingdom. Click inside to apply.
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AWS is hiring: Sr. Executive Engagement Leader Location: London, England, United Kingdom. Click inside to apply.
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British Airways is hiring: Campaign Manager Location: Hounslow, England, United Kingdom. Click inside to apply.
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Mastercard is hiring: Manager, Loyalty Campaign Management Location: Boston, MA, USA. Click inside to apply.
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Disneyland Hong Kong is hiring: Marketing Manager, Strategy Location: Islands District, Hong Kong SAR. Click inside to apply.
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Michael Kors is hiring: Manager, Global CRM & Loyalty Location: New York, NY, USA. Click inside to apply.
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