All you need to know this week about loyalty & CX: GLO Loyalty Panel at ATM • GLO Loyalty Panel at Aviation Festival Americas • McKinsey • BA • Air France • American Airlines • oneworld • Alaska Airlines • Lufthansa • Wizz Air • Amadeus • Thai Vietjet • Delta • United Airlines • China Eastern • Marriott • IHG • Six Senses • Wyndham • Choice Hotels • Tripadvisor • Starbucks • Morrisons • Amazon • Tesco • Europcar • Hertz • Visa • Mastercard • Amadeus • KPMG • Loyalty reports • Jobs & careers.
GLOGLO Featured:
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Global Loyalty Organisation is hosting a loyalty dedicated panel on May 8th on “Emotional Loyalty & Experiences” with panelists from leading global companies: Dr. Nejib Ben Khedher, Divisional Senior VP – Emirates Skyward • Ali Ozbay, Regional Director of Marketing & Communications – Rixos Hotels UAE •
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McKinsey report: “experiences” are chosen over “things” Latest report by McKinsey’s partner Jillian Tellez Holub and coauthors find that Americans’ outlays for recreational experiences such as stays at luxury hotels reached their highest level since 1960 after the lockdown ended. The brief uptick in spending on nonessential goods was followed by continued weakness.
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Airlines, Alliances & Airports:
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WIZZ AIR SETS 2030 SUSTAINABILITY TARGETS, INCLUDING POWERING 10% OF FLIGHTS WITH SAF Wizz Air aims to power 10% of its flights with sustainable aviation fuel by 2030
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Air France and KLM inaugurate a new Air&Rail Terminal in Brussels Midi Station The lounge, located at Brussels-Midi/Zuid train station, offers new spaces in an elegant atmosphere. This investment reflects both airlines’ commitment to offering the best experience to passengers connecting by rail to their respective hubs, at Paris-Charles de Gaulle airport and Amsterdam Schiphol airport.
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Thai Vietjet launches Family Power Pack Thai Vietjet introduces its ‘Family Power Pack’ promotion for travel on the airline’s domestic routes and flights to Japan.
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British Airways touches down in Zayed International Airport to launch new daily route to Abu Dhabi British Airways returned to Abu Dhabi this morning as it touched down at Zayed International Airport. Customers and crew received a warm welcome following a four-year pause of the route.
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oneworld Creates A Stir With Its New Signature 25th Anniversary Cocktail, ‘The 25’ oneworld®, the world’s leading airline alliance, has raised the bar in partnership with The Connaught in London by serving up a new, signature cocktail to mark its 25th anniversary.
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Ex CEO of JetBlue, Robin Hayes, tipped to Lead Airbus North America Robin Hayes, former CEO of JetBlue, has been chosen to take the helm at Airbus Americas starting June 3, following the retirement of current chairman and CEO Jeffrey Knittel.
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Alaska Airlines reports excellent 1Q 2024 results Achieved record first quarter operating revenue of $2.2 billion. Ratified new agreement with AMFA-represented employees
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American Airlines has pushed back the deadline for implementing changes to its AAdvantage loyalty program and announcing preferred travel agencies from May 1 to July 11, the carrier has confirmed. In February, the airline revealed alterations scheduled for May 1 concerning the earning of credits for American flights.
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New research finds plans to increase technology spend led by airports, corporate travel managers, and hotels. Sector to prioritize machine learning, data analytics, digital payments and extended reality. 98% of airlines have implemented or plan to implement biometrics at airport services.
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Wizz Air signs partnership with InterLnkd to launch intelligent shopping platform InterLnkd, the strategic partner for the travel industry’s innovative shopping experience, and Wizz Air, Europe’s rapidly expanding airline, have jointly unveiled the debut of WIZZ SHOP&FLY, the airline’s groundbreaking e-commerce platform powered by InterLnkd.
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China Eastern Airlines to expand NDC offering with new Amadeus partnership China Eastern Airlines has signed a milestone agreement with Amadeus for international NDC distribution. The deal sees the carrier become the first in the Mainland of China to sign for NDC distribution worldwide with Amadeus.
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In an Australian airline loyalty program exclusive, Velocity members and DiDi customers can now earn Velocity Points on every single DiDi ride they take – getting Australians to their next holiday faster.
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Lufthansa, Eurowings, Austrian Airlines and Brussels Airlines say “Yes to Europe” Far and wide visible commitment and design of four airlines of the Lufthansa Group to the European idea. Joint initiative for the European elections: Taking a stand – strengthening democracy. The first two aircraft will take off this week, followed by two more next week
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US Dept of Transportation issued regulations on airline refunds and ancillary fees The refund rule outlines when and how airlines must provide refunds, while the ancillary fee rule mandates upfront disclosure of fees for services like checked bags and reservation changes.
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Delta’s New Distribution Capability strategy: adjustments to check-in procedures and Wi-Fi Delta Air Lines revealed upcoming enhancements to the traveler experience, including adjustments to check-in procedures and Wi-Fi access, during its recent Delta Air Lines Business Showcase event where it also detailed the carrier’s New Distribution Capability strategy.
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DELTA RELEASES 2024 MOST-SEARCHED SUMMER DESTINATIONS The top 10 list reveals that many U.S. flyers are seeking different cultural experiences in faraway settings, with Athens experiencing the highest surge (248% increase) in searches from last year. The ever-popular cities of London, Paris and Rome topped the list, along with Dublin, Barcelona and Vancouver, Canada as new additions this year.
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Lufthansa City Airlines starts ticket sales in April and flight operations in June Flights bookable from April 24, 2024. First flight on June 26 from Munich to Birmingham
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Manchester City players in starting line-up for Etihad at Zayed International Airport The stars recently turned Etihad’s new hub at Zayed International Airport into a make-shift football pitch for a stunning new video
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Starting this fall, we’re adding nonstop routes from San Diego and Los Angeles as well as offering our largest Southern California schedule in recent years
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American Airlines reports 1Q 2024 financial results and marks a record quarter Record first-quarter revenue of approximately $12.6 billion. First-quarter net loss of $312 million, or ($0.48) per diluted share. Excluding net special items1, first-quarter net loss of $226 million, or ($0.34) per diluted share. Achieved best-ever first-quarter completion factor.
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Hotels & Hospitality:
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Marriott International Celebrates Milestone on Journey Towards Net-Zero The company has committed to reduce absolute scope 1 and 2 GHG emissions 46.2% by 2030 from a 2019 base year.
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IHG launches Apple AirPlay across 60 Hotels in North America First hospitality company to go live with AirPlay, available at more than 60 locations
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The hotel’s design is inspired by the golden age of Heian period, infusing elements of traditional arts and folklore with a playful twist to craft a distinctive and refined atmosphere.
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Wyndham Unveils Wyndham Rewards Business Program for Corporate Clients Wyndham Hotels & Resorts has introduced a loyalty program tailored for businesses, enabling corporate clients to accumulate points for Wyndham hotel stays alongside the points earned by individual travelers.
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Choice Hotels Becomes First Hotel Company to Complete Total Data Center Migration to AWS The all-in move to AWS cements Choice’s technology leadership within the industry, and allows it to deliver cutting-edge services to franchisees
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Banyan Group Releases 2023 Sustainability Report Guided by a steadfast commitment to environmental stewardship, community upliftment, and responsible tourism, Banyan Group’s continued dedication to designing with nature, fostering destination stewardship, and uplifting local hosts – remains true to its commitment to sustainable practices, rooted in its core values of ‘Embracing the Environment, Empowering People’.
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IHG Hotels & Resorts Aims to Boost Guest Loyalty with Salesforce IHG Hotels & Resorts will become the first global hospitality company to standardize on Salesforce Loyalty Management
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Wyndham Hotels & Resorts reports strong 1Q 2024 results Company Raises Full-Year 2024 EPS Outlook. Grows Development Pipeline by 8% and System Size by 4%. Board Increases Share Repurchase Authorization by $400 Million
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IHG Buy Points ‘Mystery Bonus Sale’ Continues Until June 8, 2024 IHG often offers its points for sale, with bonuses reaching up to 100%.
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Regional survey by Marriott Bonvoy uncovers key traits of travel-oriented, value-driven Gen-Zs and Millennials
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Tripadvisor reveals its annual Travelers’ Choice Best of the Best Hotels Awards Tripadvisor has revealed its annual Travelers’ Choice Best of the Best Hotels Awards, honoring this year’s top-rated hotels based on Tripadvisor reviews.
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Marriott International signs agreement with Neom Marriott International Signs Agreement With NEOM to Bring the Ritz-Carlton Reserve to Trojena, the Mountains of NEOM
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Does being sustainable pay? A recent study by Mabrian reveals that sustainable hotels earn 5% more Data from Mabrian demonstrates that investments in sustainability practices and certifications are profitable for hotels.
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The Kingdom is set to undergo a significant expansion in its hospitality sector, with plans to develop 320,000 hotel rooms to accommodate an anticipated surge in tourism, expected to reach 150 million domestic and international visitors by 2030, according to global property consultancy Knight Frank.
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Retail, E-commerce, F&B, Healthcare:
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Digital Rewards in Grocery are paramount for consumers Rewards programs offer a counterbalance to spending cutbacks by incentivizing shoppers with tailored deals to encourage continued expenditure.
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Bargain Hunt’s Stores of the Future offer a more convenient and intuitive shopping experience.
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nShift: Delivery experience key to Black-Friday success Retailers must prepare their infrastructure now, to ensure consumer choice during peak season. The “summer sales” season presents a great opportunity to test infrastructure ahead of peak.
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Amazon Introduces Low-Cost Grocery Delivery Subscription for Prime Members and Customers Using EBT Prime members in more than 3,500 cities and towns across the U.S. can now get a subscription for $9.99 per month to receive unlimited grocery delivery from Whole Foods Market, Amazon Fresh, and other local grocery and specialty retailers on orders over $35—a benefit that pays for itself in as little as one delivery order per month.
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Decathlon expands buyback service in sustainability push Decathlon is introducing a program where they’ll repurchase or fix customers’ old sports equipment in exchange for store credit, giving these items a chance at a second life.
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5 things to know about first-ever Starbucks Promises Day At a global gathering of Starbucks partners in Seattle and around the world, Starbucks global chief executive officer Laxman Narasimhan announced five initiatives at the first-ever Starbucks Promises Day that underscore the company’s promises to its partners, farmers, customers, communities, shareholders and the environment.
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Morrisons ramps up retail media through digital screens, ads on trolleys and app features Morrisons is enhancing its retail media offerings for shoppers by introducing a range of new opportunities to strengthen the connection between customers and their preferred brands.
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The Grocery Code Adjudicator has been closely monitoring the UK retail giant and has established assurance processes after Tesco announced its intention to levy additional charges on suppliers for online sales last year.
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8 of 10 Emirati consumers prefer gift cards over a traditional gift: YouGov-YOUGotaGift survey More than three out of five (66%) of UAE consumers have bought or received a gift card in the previous six months or more
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60% of UAE consumers express a high level of satisfaction with their lives, a notably greater proportion than the global average of 43%.
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Entertainment, Sport, Telecom & Social Media:
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Swisscom Accelerates Sustainability and Innovation with Genesys Cloud Leading telecommunications company to fuel AI-driven experiences that improve customer loyalty and empower employees
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Transport, Fuel Retail & Mobility:
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Christian Bouzaid joins Europcar Mobility Group as Chief Revenue and Marketing Officer Europcar Mobility Group welcomes Christian Bouzaid as Chief Revenue and Marketing Officer, member of the Group Executive Committee, effective 4 March 2024.
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Europcar Mobility Group reaches new key milestones in its “Connected Vehicles” program 50% of Europcar Mobility Group’s fleet now connected ● Ford joining the program
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Renewed Europcar Mobility Group Executive Committee team to implement EXCEED strategic plan With Christian Bouzaid joining early March as Chief Revenue and Marketing Officer, the renewed executive team who will lead the transformation of Europcar Mobility Group over the coming years is now complete.
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ENOC Group Partners with Loyyal to Enhance ‘YES’ Rewards Members’ Experience ENOC Group, a leading integrated global energy player, has appointed the innovative technology loyalty partner, Loyyal, to integrate Access Point, their self-service platform, into the Group’s rewards programme.
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“Fleet and direct operating costs weighed on this quarter’s performance,” said Gil West, Hertz chief executive officer. “We’re tackling both issues – getting to the right supply of vehicles at an acceptable capital cost while at the same time driving productivity up and operating costs down.”
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Payments, Finance, Property & Insurance:
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UK’s Lloyds Bank Club Lloyds launches £175 switching deal Lloyds Bank has launched a £175 incentive if you open a Club Lloyds account, making it the only provider offering cash to switch right now.
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Mastercard launches mobile virtual card app to simplify travel and business expenses HSBC and Westpac to unlock the convenience, security and efficiency of tap to pay transactions
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Splitit, the world’s largest card-linked installment platform, powering thousands of merchants and millions of shoppers, announces the launch of FI-PayLater. Splitit will unlock its extensive merchant network to banks and card issuers (FIs) that wish to offer installment plans to existing customers, directly at the merchant checkout.
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This groundbreaking partnership brings together two industry leaders to deliver unparalleled banking experiences to Egyptian citizens
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Loyalty Technology, Solutions & Consulting:
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Today at its Relate global conference, Zendesk announced a collaboration with Amazon Web Services (AWS) and Anthropic to offer faster, more efficient, and accurate AI features. Zendesk will utilize Amazon Bedrock, a service for building and scaling generative AI applications, and Anthropic’s industry-leading Claude 3 model family to offer its 100,000+ customers the flexibility to deploy sophisticated LLMs for each unique customer interaction.
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New Custom Model Import capability lets customers easily bring their proprietary models to Amazon Bedrock so they can take advantage of its powerful capabilities.
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Oracle Introduces New AI Capabilities to Help Organizations Boost Sales Oracle Introduces New AI Capabilities to Help Organizations Boost Sales
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Digital Wallet Platform Accrue Savings Announces Partnership With justfly.com Accrue Savings and justfly.com join forces to combat debt as Accrue continues to double down in the travel space
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Reports, Research, Insights & Opinions:
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Mabrian reveals experiential travel replaces conventional motivations for travel Revealing the evolution of travellers’ behaviour and motivations from 2019 until now.
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During earlier phases of the current period marked by high inflation, many consumers might have opted for private-label brands as a cost-saving measure. However, according to several latest financial results consumers are now displaying consistent loyalty to their preferred national brands.
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World Travel & Tourism Council & Microsoft reports: deep-dive into the future use of AI The latest reports from WTTC, “Responsible Artificial Intelligence (AI): Overview of AI Risks, Safety & Governance,” and “Artificial Intelligence (AI): Global Strategies, Policies & Regulations,” mark significant milestones in WTTC’s commitment to fostering a digital future prioritizing safety, ethical considerations, and responsible AI integration.
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Pernod Ricard presents its 2050 Future Scenarios decoding the way climate change will impact potential pathways for how we live, consume and socialise in the year 2050
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The findings indicate that Generation Z exhibits a distinct preference for investing in expensive retail items compared to other generations and over allocating funds for upcoming events or entertainment. Conversely, the older the generation the more likely they are to prioritize spending on trips.
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Nearly six out of 10 Americans (59%) purchased a new consumer packaged goods product recently that improves health and well-being, and 27% because it’s good for the environment. 42%t of Americans say their overall positive perception of the brand is enhanced when its marketing of healthy and sustainable products aligns with their values and preferences.
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The Loyalty Wheel framework established in Intuit Mailchimp’s latest report, The Science of Loyalty, distills loyalty into four neurobiological principles: reward, memory, emotion, and social interaction. These fundamental pillars of loyalty can be broken down into 10 behavioral elements that help us understand the scientific underpinnings of loyal actions
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In a significant development for the retail industry and consumer markets, the latest data indicates that China’s loyalty programs market is poised for robust growth. With a compound annual growth rate (CAGR) of 10.1% forecasted during 2024-2028, the market size is expected to surge from US$16.90 billion in 2023 to an impressive US$27.67 billion by the end of 2028.
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Mabrian Travel Intelligence reveals the rise of active well-being Wellness travel is about engaging with the destination in a more active way, in line with a global trend among travel motivations, focused on well-being in a broader sense, a key approach for smart destinations planning and promotion. By amplifying the wellness travel analysis, broadening its scope beyond relax and contemplation, we unveil how destinations can leverage this trend.
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KPMG’s Customer Experience Excellence report: leaders are Emirates, ADCB, Etihad Airlines, and IKEA The study, which spanned 104 brands across the UAE, also found that Air Arabia, HSBC, and Deliveroo have registered a 3% increase in the CEE metric, largely due to their efforts in minimizing customer effort while enhancing their experience and creating frictionless processes.
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Jobs & Careers:
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Expedia is hiring: Senior Loyalty Program Manager Location: London, England, United Kingdom. Click to apply
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FarFetch is hiring: Loyalty Specialist Location: London, UK. Click inside to apply
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New Look is hiring: CRM Manager (Loyalty) Location: London, UK. Click inside to apply
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Mastercard is hiring: Manager, Customer & Proposition Management (12 month fixed term contract) Location: London. Click inside to apply
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ASOS.COM is hiring: CRM Manager Location: London, UK. Click here to apply
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TATE is hiring: Marketing Manager, Membership Loyalty Location: London. Click here to apply
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Virgin Red is hiring: Head of Strategy Location: London. Click inside to apply
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V&A is hiring: Retention and Loyalty Manager Location: London Area, United Kingdom. Click here to apply
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Ralph Lauren is hiring: Manager, Customer Insights EMEA Location: London. Click here to apply
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Harrods is hiring: Loyalty Operations Executive – Fixed term contract Location: London. Click here to apply
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