All you need to know this week about loyalty & CX: Delta • Emirates • Vietnam Airlines • Etihad • Southwest • Qatar Airways • Turkish Airlines • American Airlines • Lufthansa • Virgin Atlantic • VietJet •
Virgin Atlantic • Marriott • Accor • Minor Hotels • Radisson • IHG • GHA • Plusgrade • Hilton • Carnival Cruises • Tesco • Deliveroo • Ikea • Alipay • Lyft • Gamification • Loyalty reports • Loyalty Careers & Jobs.
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GLOAirlines, Alliances & Airports:
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Vietnam Airlines successfully implemented Amadeus Altéa Passenger Service System (PSS) Vietnam Airlines has successfully implemented Amadeus’ enhanced passenger service system (PSS) technology, in addition to a host of other related technology solutions. This is a testament to the carrier’s ongoing digital transformation.
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Global IT outage: An update to Delta customers from CEO Ed Bastian A letter from Delta’s CEO Ed Bastian to Delta’s customers
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Qatar Airways Unveils Highly Anticipated ‘Qsuite Next Gen’ Adopting new technologies for increased passenger convenience and connectivity, the Qsuite Next Gen delivers a vast array of customisation options, ranging from ambient lighting to privacy controls, through its upgraded touchscreen Passenger Control Units.
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Virgin Atlantic Announces Becky Woodmansee as Chief People Officer Today Virgin Atlantic has announced a crucial appointment to its senior leadership team, as Becky Woodmansee takes up the position of Chief People Officer, from 2 December 2024.
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Volaris Reports Financial Results for the Second Quarter 2024: Net Income of USD $10 million Net income of $10 million. Earnings per American Depositary Shares (ADS) of $9 cents. Total operating revenue of $726 million, a 7.2% decrease. Total revenue per available seat mile (TRASM) increased 12% to $8.89 cents. Available seat miles (ASMs) decreased by 17% to 8.2 billion.
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SOUTHWEST AIRLINES ANNOUNCES PARTNERSHIP WITH NATIONAL PARK FOUNDATION To celebrate the partnership’s launch, Southwest® will surprise Customers on a select flight from Denver to Bozeman, Mont., (located near Yellowstone National Park) and a select flight from Denver to Fresno, Calif., (located near Yosemite, Kings Canyon, and Sequoia National Parks) with an exciting pop-up experience.
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Wheels Up introduces new website and app Wheels Up’s industry-leading mobile app and website will allow travelers to effectively explore dynamic rates across dates and routes while tracking savings and loyalty progress.
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Turkish Airlines showcases its new luxurious Crystal Business Class Suite Turkish Airlines unveiled its new Crystal Business Class suite at the Farnborough Airshow 2024, featuring enhanced privacy, luxury amenities, and design elements emphasizing comfort and Turkish heritage for transcontinental flights.
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Feel the Vibes! Sub Pop Records curates new boarding music for Alaska Airlines “Boarding music doesn’t exist in isolation—it’s a core component of the premium experience we provide to our guests. The music, the lighting, and the care shown by our amazing crew members all work together to create a great first impression for our guests when they board.”
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American Airlines becomes first US airline to launch automated tag for mobility devices American Airlines is the first U.S. airline to launch an automated tag for mobility devices, part of an ongoing commitment to improve wheelchair and mobility device handling across its network. Developed in-house by American’s Technology team, the tags are currently used in the airports where American and its regional partners operate.
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Delta teams make progress to restore operation The following update was shared internally with all Delta employees on Tuesday, July 23
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On a preliminary basis, Lufthansa Group has achieved an Adjusted EBIT of EUR 686 million in the second quarter of 2024 (previous year: EUR 1.1 billion). In particular, a market-related decline in yields in all traffic regions – especially in Asia – had a negative impact. Unit costs of the Group’s passenger airlines in the second quarter were at previous year’s level. Adjusted free cash flow of Lufthansa Group amounted to EUR 573 million.
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This move follows the example of Lufthansa, Swiss, and other Lufthansa Group members, which recently introduced a passenger surcharge of up to €72 on all flights originating from the European Union, the UK, Norway, and Switzerland starting January 1, 2025.
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The opening of the SFO Alaska Lounge marks the completion of Alaska Airlines’ two-year, $30 million relocation project to Harvey Milk Terminal 1 and aligns with their $3 billion investment to enhance infrastructure and guest experience at major West Coast hubs.
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LOT Polish Airlines Selects Viasat to Deliver In-Flight Connectivity to Boeing 787 Dreamliner fleet Trusted inflight connectivity solution chosen to enhance passenger experience and loyalty.
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Vietjet and Airbus ink A330 contract Vietjet and Airbus signed a contract earlier this week at the Farnborough International Airshow 2024 to purchase 20 new-generation widebody A330neo (A330-900) aircraft, valued at USD7.4 billion.
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Turkish Airlines to Offer Free, Unlimited Wi-Fi Across All its Fleet Turkish Airlines, the airline flying to more countries than any other, is committed to enhancing its in-flight experience through the integration of latest developments and innovative technologies. In line with this strategy, the national flag carrier is working to provide all passengers with free, unlimited, uninterrupted and fast connectivity service within two years, starting from the end of 2025.
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With its extensive network in Australia, Qatar Airways will kickstart the Lions journey to the continent where it also gives fans ample opportunities to witness the excitement of the tour first-hand – seamlessly connecting passengers to multiple gateways with 42 weekly flights to Adelaide, Brisbane, Melbourne, Perth and Sydney.
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WARNER BROS. WORLD™ YAS ISLAND and ETIHAD AIRWAYS sign partnership Warner Bros. World brings the park experience directly to travellers with its first-ever branded aircraft and exclusive themed lounge at Zayed International Airport
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American Airlines reports second-quarter 2024 financial results Highest-ever quarterly revenue of $14.3 billion.
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Hotels & Hospitality:
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Marriott launches “Beyond Ordinary” Maldives packages, with curated experiences and Bonvoy rewards Ideal for families or a group of friends traveling together, the package can be explored with a variety of suite and multi-bedroom collections. The packages include a four-night stay at any of these three resorts, with each one offering a slightly different curated offering. Each package comes with the 20,000 bonus Bonvoy points, and must be booked by 17 August, 2024, valid for stays until 30 June, 2025.
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S Hotels and Resorts celebrates plastic-free July movement by offering meaningful guest experiences S Hotels and Resorts PCL (SHR), the international hospitality company under Singha Estate PCL (S), is celebrating the global Plastic-Free July movement by introducing innovative holiday experiences focused on sustainability and nature. As environmentally responsible tourism gains momentum, SHR is committed to reducing plastic waste and promoting sustainable practices.
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Strong Developer Value and Elevated Owner Experiences Continue to Fuel Growth for Marriott Branded Residences Portfolio
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Kylian Mbappé and Accor Forge Alliance to Empower Younger Generations Accommodation support and logistical assistance will be extended to “Inspired by KM” activities, with Kylian Mbappé leveraging Accor’s expansive reach through awareness activations across Accor group channels, notably via its loyalty and distribution platform, ALL.com. This strategic collaboration also enriches ALL.com’s appeal, harnessing Kylian Mbappé’s notable influence to attract members and guests while staying true to Accor’s core values. T
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Minor Hotels to Debut the Tivoli and NH Hotel Brands in Northwest China This marks the debut of the luxury Tivoli Hotels & Resorts and upscale NH Hotels & Resorts brands in Northwest China. Upon opening in 2026, the project is expected to welcome guests from around the globe.
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Radisson Hotel Group strengthens its footprint in Saudi Arabia with another hotel opening in Makkah The opening of Park Inn by Radisson Makkah Thakher Algharbi marks another significant milestone in the Group’s expansion in Saudi Arabia. This opening also follows the recent launch of Park Inn by Radisson Makkah Thakher Alsharqi, and helps further cement the Group’s presence in the Holy City.
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“We are delighted to grow the Raffles global family with Raffles Tokyo, which will feature the brand’s world-renowned hallmarks including personalised Butler Service and an inspiring environment where anything is possible for our guests.
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The Luxury Collection and Element by Westin Rank First in JD Power Hotel Guest Satisfaction Study This accolade reflects the brand’s dedication to meeting and exceeding guest expectations with its signature hospitality and rare, enriching experiences in desirable locations with properties such as The Gritti Palace, a Luxury Collection Hotel, Venice, The Gwen, a Luxury Collection Hotel, Michigan Avenue Chicago, and The Prince Gallery Tokyo Kioicho, a Luxury Collection Hotel. Within the same category, The Ritz-Carlton was awarded the second-highest ranking.
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Courtyard by Marriott Sapporo Debuts in One of Japan’s Most Popular Winter Holiday Destinations The 321-Room Hotel Welcomes Trailblazing Business and Leisure Travelers to Northernmost Island of Hokkaido, Famous for its Picturesque Landscapes, Skiing and Spellbinding Annual Snow Festival.
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ROHL Reimagines the Traditional Hotel Rewards Program with ‘Regenta Rewards’ The loyalty program merges the erstwhile bookers program with the customer loyalty, where guests can earn points across stays, F&B and experiences within the group. Guests may redeem their points across the group but also across a massive, curated rewards store, with retail partners, travel and other experience providers.
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Plusgrade and Global Hotel Alliance Enrich GHA DISCOVERY Offerings with Buy D$ Feature Plusgrade and Global Hotel Alliance introduce the Buy D$ feature, allowing GHA DISCOVERY members to buy the rewards currency at a discounted rate for a limited time. Plusgrade’s innovative loyalty solutions drive ancillary revenue and elevate guest experiences for its partners in the hospitality, air, rail and cruise sectors by delivering customizable and tailored solutions.
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InterContinental introduces Timeshifter to its guests worldwide Guests of InterContinental can now seamlessly traverse time zones using Timeshifter’s pioneering jetlag-combatting technology, one of several initiatives being introduced to help fight travel fatigue.
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Hampton by Hilton to Debut at London Heathrow Hampton by Hilton London Heathrow Bath Road joins four Hilton properties at Europe’s busiest airport
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Beloved ICE! Attraction Returns and Expands for the 2024 Christmas Season The magical holiday experience to debut in San Antonio, Texas. ICE! welcomes two holiday favorites to this year’s lineup including Frosty the Snowman™ and New Line Cinema’s Elf™.
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Kepler International Hospitality Academy (KIHA) is launched This month, the Kepler International Hospitality Academy (KIHA) is launching its inaugural hospitality educational program, set to take place in Amsterdam on 7 October 2024. As the first of its kind, KIHA aims to evolve current luxury hospitality models with a focus on impact-positive hospitality. The academy is responding to the rapidly changing expectations of affluent consumers and the need for hoteliers to prioritize people and the planet.
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Cruises:
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As the P&O Cruises Australia brand retires early next year, the Pacific Encounter and Pacific Adventure ships will be rebranded and operated by Carnival Cruise Line brand.
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World’s largest cruise company finalizes agreement with Fincantieri for three new landmark cruise ships scheduled for delivery in 2029, 2031 and 2033. New ships to take Carnival Corporation’s LNG-powered fleet to 16 ships.
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Retail, E-commerce, F&B, Healthcare:
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Shoppers can complete up to 10 challenges to earn a total of £50 in Clubcard points over a six-week period. However, there’s a way to double the points, allowing lucky winners to claim £100 worth of points.
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El Rancho Supermercado launches loyalty program Heritage Grocers Group announced that it has expanded its customer loyalty program to its El Rancho Supermercado banner, which operates 29 stores in Texas and Kansas.
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Olo introduces loyalty feature to enhance restaurant guest experience Loyalty for Borderless Accounts enables guests to link their loyalty accounts to Olo’s Borderless solution, simplifying the checkout process by removing the need for passwords and manual credit card entries.
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Ikea to open 100 more Tesco click-and-collect points This follows the opening of its 100th mobile pick-up point this week after a successful nationwide rollout last year. The next-day service, free for orders over £100 and costing £5 for orders below, was piloted in 2022.
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Gamification boosting loyalty: How Maybelline leveraged Candy Crush Saga for a new product launch Boasting hundreds of millions of monthly players, Candy Crush Saga provided Maybelline a strategic platform to tackle its key objectives. From driving customer acquisition and fostering loyalty to amplifying product awareness and deepening engagement, Maybelline created meaningful connections with both players and beauty enthusiasts alike, leaving a memorable ad experience.
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Zaxby’s welcomes Chris Kung as new Chief Digital Officer Chris Kung will lead the transformation and acceleration of the company’s Loyalty and e-Commerce initiatives. Kung joined the company on July 15, reporting to Bernard Acoca, Chief Executive Officer of Zaxbys.
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Albertsons’ revamped loyalty program contributes to 23% digital growth The company’s loyalty program growth followed a strategic overhaul of its rewards system during the quarter. In early April, Albertsons introduced a simplified, points-based program with an automatic cash-off redemption option.
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Generika’s Loyalty Program Cardholders Now Eligible For Discounts In Healthway Medical Network This initiative supports Generika Drugstore’s ginhawa promise by providing access to affordable, high-quality generic medicines and essential healthcare services, including its Plus Services like the Libreng Konsulta program with partner doctors and free blood pressure monitoring. The 5% discount under this partnership applies to room and board at all HMN hospitals.
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Qashio and Landmark Group’s Shukran loyalty program announce strategic partnership This collaboration will allow Qashio users to seamlessly exchange their Qashio Points for Shukrans, enhancing the value and flexibility of both loyalty programs for companies across the UAE
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The Bloc Launches Exciting New Loyalty App The new loyalty app, The Bloc Rewards, is designed to reward visitors for shopping, dining, and enjoying our vibrant community.
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David’s Bridal Unveils Diamond High Loyalty Program This exclusive program offers members instant savings with 10% off homecoming dresses, accessories, shoes, and alterations plus free gifts and additional perks.
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Chipotle’s Loyalty Gamification Drives Digital Sales A significant takeaway from Chipotle’s performance is the importance of convenience in attracting customers. The opening of 52 new restaurants, most of which include Chipotlanes—drive-thru lanes for digital orders—highlights a strong consumer preference for quick and easy dining solutions
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Payback is Customer King again The market research company Service Value, in cooperation with the BILD newspaper, conducted an extensive customer survey to determine that PAYBACK is the clear leader in the “bonus systems” category.
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Entertainment, Sport, Telecom & Social Media:
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CinemaONE launches shareholder loyalty programme CINEMAONE Limited has launched a new shareholder loyalty programme which will allow the company to reward its shareholders who’ve watched the company rebound over the last four years.
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Transport, Fuel Retail & Mobility:
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CITGO Boosts Club CITGO Loyalty Program with New Initiatives CITGO Petroleum Corporation is taking its Club CITGO Customer loyalty program to new heights with customer-facing enhancements and technology upgrades.
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Lyft and Payfare Announce Long Term Extension of Lyft Direct Program The extension allows Lyft Direct cardholders to continue benefiting from free instant pay after every ride, a rich cashback rewards program.
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Payments, Finance, Property & Insurance:
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Alshaya Group and Mastercard partner to drive growth of GCC’s retail sector Multimarket partnership will see the launch of Alshaya Group’s loyalty programme Aura and Mastercard co-branded credit cards to offer customers benefits across more than 70 brands
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Unity Bank customers win over N4 million in Cashtoken rewards promo Beginning from onboarding in our customer lifecycle journey, the Unity Bank Cashtoken Partnership commenced as a loyalty and reward scheme to reinforce the benefits of e-banking platforms.
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Introducing ADvantage Partner Loyalty Program This unique program is set to transform the way mortgage brokers operate, providing them with unparalleled benefits and rewards while revolutionizing their businesses.
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Alipay+ merchant count passes 90 million Alipay+ merchants in Europe saw a 27% year-on-year increase in transactions made from its partner e-wallets, many of which are mobile payment leaders in Asia.
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Loyalty Technology, Solutions & Consulting:
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Etraveli Group and Outpayce partner to help the travel industry reduce fraud Etraveli Group and Outpayce from Amadeus have partnered to integrate the Precision fraud detection tool into Outpayce’s Xchange Payment Platform, enhancing fraud management for the travel industry.
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Monet is building an AI driven loyalty ecosystem on blockchain Founded in October 2022 in Bengaluru, Monet initially focused on blockchain-based hiring referrals. However, the founders shifted to loyalty rewards after identifying a significant issue in the loyalty market.
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Shopee chooses Givex to expand its gift card sales The partnership will help the gift card reach an even larger audience outside the marketplace platform
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Reports, Research, Insights & Opinions:
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Valuedynamx report: Consumers Satisfaction with Loyalty Programs Hinges on Constant Value Power of Satisfaction report surveyed 5,500+ consumers enrolled in loyalty programs, shedding light on what drives consumer satisfaction, engagement, and value in modern loyalty programs.
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“Our research found that two-thirds of Americans are living paycheck to paycheck—amid this, they need a source of reliability and consistency. Rather than contribute to uncertainty through practices like shrinkflation, brands have the ability to lend a sense of clarity and stability to our ‘resigned’ consumer.”
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In its 14th year, the report unveils the brands that are winning by offering a strong loyalty experience and highlights new challenges and solutions for brands that have seen declines in consumer connection.
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Collinson report: The Value of Sports and Music Tourism Collinson publishes study diving into booking, spending, travelling and loyalty patterns of sports and music fans. Research was conducted among a sample of 8,537 travellers from 17 countries and territories.
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Jobs & Careers:
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American Express is hiring: Director Marketing Location: New York, USA. Click inside to apply.
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Fanatics is hiring: Senior Manager, Loyalty Experiences Location: New York, USA. Click inside to apply.
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Airbnb is hiring: Program Manager, Roadmap Planning & Program Management Location: San Fransisco, USA. Click inside to apply.
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Hang Seng Bank is hiring: Senior Programme Manager Location: Hong Kong. Click inside to apply.
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