All you need to know this week about loyalty & CX: Global Loyalty 2024: A Year in Review • Delta • Riyadh Air • Qatar Airways • Air Canada • Oman Air • AirAsia • Air Arabia • American Airlines • Etihad • Hyatt • Minor Hotels • Marriott • 7-Eleven • Loyalty Technology news • Loyalty Jobs & Careers
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GLOGLO Featured:
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The “Global Loyalty 2024: A Year in Review” report, released by the Global Loyalty Organisation (GLO) consists of 2 parts: 1) An overview of key 2024 loyalty programs and solutions launches, key milestones in personalization, sustainability, technology integration, and partnership ecosystems; 2) Analysis of original 2024 predictions of 26 global loyalty experts alongside actual events taking place in 2024.
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Airlines, Alliances & Airports:
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Delta to resume daily seasonal flight between Rio de Janeiro and New York From December 2024 to March 2025, Delta will once again connect two of the most vibrant cities desired by travelers around the world: Rio de Janeiro – famous for its beaches, its urban setting surrounded by lush nature, its rhythm of samba and bohemian vibe – and New York City, one of the most dynamic metropolises on the globe, which, from architecture to gastronomy, arts and culture to sports, offers a multitude of extraordinary experiences.
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Cathay Pacific returns to Rome this summer Cathay Pacific is excited to announce that its global network will further expand this year with the launch of direct flights between Hong Kong and Rome on 5 June 2025. Operated as a three-times-weekly summer seasonal service, the Hong Kong-Rome route will be Cathay Pacific’s second direct connection between its home hub and Italy. The airline currently operates five return flights per week to Milan, increasing to daily this summer.
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Seamless technology enables travelers to book the whole trip in one place, combined under one order in a shareable basket. Other features include unlimited smart personalization AI that offers individual options tailored to the needs of guests, such as last-minute fast track, additional checked bags, lounge access, events, accommodation, transfers, and much more
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Pioneering technology has Personalization and Mobile First at its core to create an immersive experience for guests using 4K OLED screens. Guests can select content on the Riyadh Air app before travel and launch upon boarding, plus resume watching on their next flight. Partnership was announced at APEX EXPO in Long Beach, California
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Iberia Starts the Year with Thousands of Seats at Incredible Prices Iberia just launched the most anticipated price campaign of the year with thousands of seats at very affordable prices. The exclusive ticket pre-sale begins today for iberia.com and the Iberia app customers – including newly registered ones – and from 7 January they will be available to everyone and on all channels. In both cases, the tickets will allow customers to fly between now and 14 June 2025.
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Qatar Airways to Resume Flights to Syria Qatar Airways is pleased to announce the resumption of three weekly flights to Damascus, Syria, from 7 January 2025. This marks a significant step in reconnecting the region and providing passengers with seamless access to Qatar Airways’ extensive global network of more than 170 destinations.
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Riyadh Air wins multiple awards for cabin crew fashion Having received rave reviews for its cabin crew fashion which debuted in Paris at the Haute Couture Week in June, Riyadh Air’s stunning outfits have since been recognized globally by TheDesignAirAwards for “Best New Uniform 2024, the Professional Clothing Industry Association World (PCIAW) for “Best Uniform” award, as well winning four different categories for its reveal campaign at the 2024 MEPRA Awards.
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Air Canada to Operate from JFK Terminal 6 in 2026 Air Canada passengers can look forward to T6’s digital-first, boutique guest experience, with a less than 5-minute average walk from the TSA security checkpoint exit to all gates,100,000 square feet of NYC-inspired shopping, dining, lounges and amenities, curated public art, sustainable operating features, and a premium guest experience throughout the terminal.
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Oman Air Celebrates Inaugural Flight to Rome, Boosting Connectivity Between Oman and Europe Oman Air has proudly marked a significant milestone in its transformation journey with the launch of its inaugural flight connecting Muscat to Rome. The new service enhances connectivity between Oman and Europe, offering four weekly flights starting at just OMR 75 one-way. The inaugural flight departed from Muscat International Airport at 15:00 on 20 December, following a special ceremony attended by senior officials from Oman Airports and the Italian Embassy in Muscat.
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Customers traveling on Delta will soon experience a new Delta Sync partnership with YouTube. Logged-in SkyMiles Members will enjoy their favorite creators, podcasts and music artists ad-free while on board most flights. Plus, Delta’s next-generation, cloud-based in-flight entertainment system delivers smarter, more personalized, and more accessible experiences for travelers across digital channels.
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Delta unveils AI-powered travel journey with new ‘multi-modal’ transportation options The always-on, AI-powered ‘Delta Concierge’ promises personalized, contextual insights and experiences to help customers connect to their journey more meaningfully at every step. New partnership with Uber, advancements with Joby, shine light on ‘multi-modal’ travel future.
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Delta soars into Centennial year with game-changing innovations at CES 2025 Delta’s appearance at the tech event commemorated a century of groundbreaking aviation milestones and the airline’s commitment to innovation, all powered by people.
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Transforming Travel: AirAsia MOVE Partners with Antom for Seamless Payment Solutions AirAsia MOVE (MOVE), Asean’s leading travel booking app and the OTA (online travel agency) platform business of Capital A has signed a partnership agreement with Ant International’s Antom as part of its continuous efforts to transform travel, including seamless payment experiences on the app.
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Air Arabia launches new non-stop flights to Ethiopia Air Arabia, the Middle East and North Africa’s first and largest low-cost carrier (LCC) operator, announced the launch of its new non-stop flights to Addis Ababa, the capital city of Ethiopia. Starting January 30th, the new service will connect Sharjah International Airport with Addis Ababa Bole International Airport with a frequency of three times a week on Tuesdays, Thursdays and Saturdays.
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Indonesia AirAsia returns to the Northern Territory Indonesia AirAsia is set to reconnect the Northern Territory with Asia, resuming three direct flights per week between Darwin and Bali from 22 March 2025. Tickets are on sale now, with fares starting from just AUD189.
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With a number of routes catering to fitness-loving travelers and an array of dietary-conscious dining options, American Airlines offers its customers plenty of ways to stay active and healthy on the go — even if they’ve already abandoned their 2025 New Year’s resolutions.
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The Great British Holiday Audit Brits plan to take an average of three holidays next year, spending an average £3051.90 on their main holiday and visiting two new countries, according to a new extensive report into how Brits will holiday in 2025.
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South Korea’s Incheon International Airport: Pioneering Seamless Travel with Innovation Incheon International Airport in South Korea redefines travel with its Fast Travel program, integrating robotics, AI, and biometrics for seamless journeys. Handling over 70M passengers annually, it pioneers innovations like AI assistants, automated baggage handling, and XR wayfinding, setting a global benchmark for efficiency and convenience.
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Etihad Airways announced as official global airline partner of Badminton World Federation As part of this partnership, Etihad will engage with fans of the popular sport at 21 tournaments taking place across 14 countries. Etihad will bring elements of its world-renowned Emirati hospitality and engaging experiences to fans attending the key tournaments. In addition, Etihad will create engaging digital content to connect with the wider global badminton community.
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Riyadh Air signs a strategic agreement with Catrion to deliver world class culinary experiences Key focus on establishing a robust Saudi supply chain to offer local produce
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WAF on Travel Trends for 2025: What to Expect in the Year Ahead The WAF’s 2025 blog highlights key travel trends, including solo female travel, persistent supply chain challenges, nostalgic destinations, AI-powered trip planning, and the rise of longer “bleisure” getaways.
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Delta Partners with Uber, Ends Lyft Collaboration, and Expands Loyalty Program Beginning this spring, Delta Customers can earn miles on qualifying Uber rides and Uber Eats orders. They can link Uber and Delta SkyMiles® accounts to elevate travel experience. Join the waitlist below for exclusive updates and to learn more about ways to earn.
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Delta launches nonstop Washington D.C. to Seattle service March 2025 New route solidifies service to DCA from all of Delta’s U.S. hubs. As the largest beyond-perimeter market, Delta’s new service is a vital addition to an underserved market.
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Delta boosts Summer 2025 schedule with return of seven U.S. and Latin leisure routes This summer is shaping up to be a busy travel season, and Delta is adding Saturday flights to popular destinations across the United States and Latin America to meet growing demand. From white sandy beaches and crystal-clear Caribbean waters to the National Parks and scenic landscapes, Delta is offering more options to connect customers to the perfect summer getaway.
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Delta Air Lines announces December quarter and full year 2024 financial results Delta Air Lines (NYSE: DAL) today reported financial results for the December quarter and full year 2024 and provided its outlook for the March quarter and full year 2025. Delivered record December quarter revenue and operating profit with industry-leading operational performance. Reported record full year 2024 revenue, $5 billion of pre-tax income, $8 billion of operating cash flow and $3.4 billion of free cash flow.
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Customers traveling on Delta will soon experience a new Delta Sync partnership with YouTube. Logged-in SkyMiles Members will enjoy their favorite creators, podcasts and music artists ad-free while on board most flights. Plus, Delta’s next-generation, cloud-based in-flight entertainment system delivers smarter, more personalized, and more accessible experiences for travelers across digital channels.
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Hawaiian Airlines reveals first look at future premium lounge in Honolulu Hawaiian Airlines is sharing a preview of its largest lounge investment at Honolulu’s Daniel K. Inouye International Airport (HNL), set to open in late 2027. The premium lounge will offer a modern, island-inspired experience for Hawaiian and Alaska Airlines guests, combining premium leisure with Hawaiian hospitality and a focus on guest satisfaction and the region’s natural beauty.
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Jetstar Asia announces direct low fare flights to Labuan Bajo Jetstar Asia (3K) has announced it will launch direct flights between Singapore and Labuan Bajo, Indonesia, starting 20 March 2025.
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Malaysia Airlines is starting the new year with the launch of its global “Time For” signature marketing campaign, inviting travellers worldwide to embrace the joy of discovery and make 2025 a year of memorable journeys. The campaign aims to inspire travellers to discover the excitement of exploration, immerse themselves in diverse cultures, and make every journey truly memorable.
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Hotels & Hospitality:
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SEEN Beach Club Samui Kicks Off 2025 with a Star-Studded Lineup of International Guest DJs SEEN Beach Club Samui is making waves this season with an unprecedented lineup of world-class DJs, transforming Chaweng Beach into the ultimate party destination.
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Starting today, World of Hyatt members can earn and redeem points at The Venetian Resort Las Vegas on qualifying stays when booked through Hyatt, earn credit toward earning tier status and Milestone Rewards as well as a Brand Explorer Award, and earn points at participating restaurants and retailers when charged to their rooms, and elite members can enjoy additional on-property benefits.
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SIN, the recent addition to after-dark rooftop experiences at Avani+ Riverside Bangkok Hotel, is an invitation to celebrate life’s special moments with a toast overlooking the Chao Phraya River. Not to leave out sober revellers, SIN’s award-winning Head Mixologist, Brian Gonzalez Fernandez, has crafted an inspired “Sober Sips” alcohol-free cocktail menu.
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Hyatt Centric Soalteemode Kathmandu Marks the Hyatt Centric Brand Debut in Nepal Hyatt Hotels Corporation and City Hotel Limited announced today the transformation of Hyatt Place Kathmandu to Hyatt Centric Soalteemode Kathmandu, which marks the opening of the first Hyatt Centric branded hotel in Nepal. The hotel is ideally located in the heart of the city, blending modern comfort with Kathmandu’s rich cultural heritage.
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Anantara Bophut Koh Samui Resort announces the unveiling of its newly refurbished rooms this January, following an extensive four-week renovation. Backed by a $2 million USD investment, the project reflects Anantara Bophut’s unwavering commitment to delivering one of the most luxurious and unique guest experiences on the Island.
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W Hotels Debuts in Brazil with the Unveiling of W São Paulo Perched above the heart of São Paulo, the brand’s newest hotel reimagines luxury by drawing inspiration from the city’s vibrant art, music, and architectural heritage
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Niyama Launches World’s First Underwater Nikkei Dining Experience Niyama Private Islands Maldives is proud to unveil another world first, with an exquisite new tasting menu at its underwater restaurant Subsix that brings the intrigue of Japanese-Peruvian haute cuisine to the Maldives.
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Influenced by the tradition of grand Thai residences on Wireless Road, the innovative, 260-key hotel overlooking Lumpini Park leads the city’s cultural evolution
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Cruises:
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Early Booking Bonus. Mariner Society loyalty members can enjoy up to $400 onboard credit per stateroom when these cruises open for sale. Guests must book these cruises by March 31, 2025, to receive the Exclusive Mariner Society Early Booking Bonus.
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Retail, E-commerce, F&B, Healthcare:
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Einstein Bros. Bagels Celebrates National Bagel Day with Free Egg Sandwich Beginning January 15, Einstein Bros. Bagels Rewards members can ‘give it up for Einstein Bros.’ with a Free Egg Sandwich with purchase when ordering ahead in the app or online this month.
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7-Eleven Rewards Customers with the Chance to Win $5,000 Every Single Day in 2025 Now through the end of the year, 7Rewards® and Speedy Rewards® members can shop in-store at participating 7-Eleven and Speedway stores, scan their rewards app at checkout and discover if they are the daily cash winner.
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Dr. Hauschka Skincare USA Launches The Giving Garden® Podcast The podcast’s name honors The Giving Garden® loyalty program, an initiative founded by Martina in 2018, where consumer purchases directly support organizations working to close the food insecurity gap.
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Additionally, to further encourage guests to keep progressing toward their goals, Smoothie King is running a Buy One, Get One promotion for the Gladiator Smoothie starting on January 14th and continuing through January 27th. For two weeks, every new Healthy Rewards member can receive any 20-ounce smoothie for free with the order of a Gladiator Smoothie.
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SPARC Group Has Merged With JCPenney to Form Catalyst Brand Six iconic American brands come together under a unified powerhouse portfolio to better serve customers through combined scale, distribution, design and sourcing.
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Payments, Finance, Property & Insurance:
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M&T Bank Appoints Krista Phillips as Chief Customer Officer In this newly created role, Phillips will lead and unify M&T’s customer experience, marketing, and analytics teams, enhancing the bank’s ability to offer outstanding experiences in a rapidly evolving industry.
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Loyalty Technology, Solutions & Consulting:
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The new solution allows data captured in Adobe’s technologies to inform event recommendations and customer engagement for increased personalization
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Industry Leader Sal Uslugil Joins Ada to Scale the Next Generation of Enterprise Customer Service A pivotal figure in the success of enterprise software and SaaS leaders like MicroStrategy, Clarabridge and Qualtrics, Sal’s leadership will propel Ada’s growth as the go-to AI platform for world-class customer experiences.
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Narvar Introduces IRIS: The AI Engine Powering the Future of Post-Purchase IRIS delivers data-driven, actionable insights across the Narvar platform, empowering retailers to engage customers, streamline operations and drive profitable growth through intelligent personalization.
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Cordial Launches Cordial Edge–Multimodal AI Cordial Edge is the first to use multimodal AI, which looks at multiple types of data simultaneously, allowing marketers to optimize every aspect of a marketing message—brand creative, illustrations, photography, and text—unlike the text-only focus of most current AI tools.
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ChurnZero enters 2025 as AI-powered platform and partner of choice for customer teams Customer growth platform recognized across SaaS industry for innovative features, top-rated customer feedback, powerful new AI capabilities, and bold vision for customer teams.
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Reports, Research, Insights & Opinions:
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Technavio: Gift Card Market to Grow by USD 1.1 Billion (2024-2028) Growth of e-commerce sector is driving market growth, with a trend towards rise of open-loop gift cards. However, additional loss of money in using gift cards poses a challenge.
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The neuroscience behind how some consumers remain committed to New Year’s resolutions, and its application to building Brand and Retailer Loyalty programs.
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From Taylor Swift to Avengers, Pop Culture Trends were all over Email in 2024 “Taylor Swift’s impact on marketing is a great example of the power of fan loyalty and storytelling,” said Greg Zakowicz, Sr. Ecommerce Expert at Omnisend.
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Return policy changes caused customers to question the retailer’s ability to deliver quality service, resulting in a loss of trust. Because of this loss of trust, these customers said they would buy fewer items from the retailer and would not recommend it to others.
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2025 Consumer Texting Behavior Report: Consumers Demand SMS Notifications and Conversations The report underscores a remarkable trend: with a staggering 98% open rate, SMS has evolved from a communication tool to the cornerstone of audience engagement, driving immediate and meaningful interactions.
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Jobs & Careers:
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Urban Outfitters is hiring: Senior CRM & Loyalty Coordinator Location: London, England, United Kingdom. Click inside to apply.
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Levi Strauss & Co in hiring: Head of Loyalty Europe Location: London, UK. Click inside to apply.
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Royal Caribbean Group is hiring: Sr. Director, Loyalty Marketing Location: Miami, FL. Click inside to apply.
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IPSY is hiring: Senior Director, Loyalty Location: USA. Click inside to apply.
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IHG Hotels & Resorts is hiring: Director, Loyalty Operation Location: Shanghai. Click inside to apply.
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Columbia Sportswear Company is hiring: Sr. Manager of Loyalty & Consumer Groups Location: Portland, OR. Click inside to apply.
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Lowe’s Companies, Inc. is hiring: Director, Loyalty & Customer Innovation Location: USA. Click inside to apply.
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PUMA Group is hiring: Global CRM & Loyalty Manager Location: Herzogenaurach, Bavaria, Germany. Click inside to apply.
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Frontier Airlines is hiring: Manager, Loyalty (Inflight) Location: Denver, CO. Click inside to apply.
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Marriott International is hiring: Senior Product Manager – Digital Loyalty Experiences Location: Bethesda, MD. Click inside to apply
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