All you need to know this week about loyalty & CX: SITA Airlines IT report • Delta • Emirates • Qatar Airways • oneworld • Emirates • Malaysia Air • flyDubai • Ryanair • Air Canada • Hyatt • Expedia • Wyndham • Marriott • Hilton • Radisson • The Boutique Group • Payback • Amex • Barclays • Bank of America • Starbucks • Loyal Solutions • Gartner • Globant • Merkle • Jobs & Careers.
GLOAirlines & Alliances:
 |
Airports and airlines saw IT spending increase year on year into 2023, reaching an estimated USD10.8 billion and USD34.5 billion, according to SITA’s 2023 Air Transport IT Insights report.
|
||
 |
A look ahead: Delta to debut premium lounges and more in 2024 Delta’s new premium lounge experience will launch in JFK, LAX and BOS. In addition, Delta Sky Club will debut in Charlotte, add a second Club in Seattle, and expand the existing Miami and LGA Clubs.
|
||
 |
‘Love lifts us up where we belong’ this Valentine’s Day with Emirates Love is all around at Emirates this February 14, as customers are treated to Valentine’s Day-themed cakes and chocolates onboard, a range of decadent pink desserts in Emirates lounges, romantic rosé champagne, tempting gifts on EmiratesRED and an array of mood-setting movies and music.
|
||
 |
Turkish Airlines Launches Its Digital Product “TK Wallet” Turkish Airlines, the airline flying to the more countries than any other in the world, has added a new service to its digital offerings for passengers by launching the TK Wallet application.
|
||
 |
Marty St. George named JetBlue president 30-year industry veteran rejoins JetBlue effective February 26, 2024
|
||
 |
The Worldschoolers know that physics is best taught at 30,000 feet in the air. They know that collecting passport stamps means collecting knowledge. When they use their Delta SkyMiles® Platinum American Express Card, they know that the world is their classroom.
|
||
 |
Qatar Airways and gategroup launch new partnership to elevate inflight dining With gategroup on board, the award-winning airline will set a new benchmark in inflight dining experience, quality, sustainability and healthy eating
|
||
 |
In conjunction with the coming Chinese New Year celebration, Malaysia Airlines and Le Méridien Putrajaya are heralding the Year of the Dragon on a high note by partnering up to bring a curated menu offering which will be made available from 9 to 14 February 2024 at all the airline’s Golden Lounges in KLIA Terminal 1.
|
||
 |
flydubai introduces PressReader on board its fleet The Dubai-based carrier announces partnership with PressReader to provide passengers with complimentary access to a wide range of international publications on board 70% of its fleet
|
||
 |
Emirates Named Global Airline Partner of the NBA and Title Partner of the Emirates NBA Cup NBA In-Season Tournament Renamed Emirates NBA Cup. Emirates Becomes First-Ever Referee Jersey Patch Partner of the NBA.
|
||
 |
Emirates wishes customers a lucky Lunar New Year Celebrating Lunar New Year on the 10 February and heralding the year of the Dragon, Emirates customers can embrace the luck of the season with curated menus in Emirates lounges in Dubai, Singapore, Bangkok, Shanghai and Beijing, enjoy traditional ‘red envelopes’ shared inflight, and blockbuster movies onboard in Mandarin and Cantonese.
|
||
 |
Fine Dining in the Sky: Emirates serves more than 77 million moreish meals a year Emirates caters for 490 flights daily, with 149 meals served every minute – totalling an enormous 215,000 meals every day, served across the globe. It takes 1400 dedicated chefs to make these meals, at the vast Emirates Flight Catering Facility in Dubai, and across partner caterers around the world.
|
||
 |
Ryanair launches a new deal with TUI guaranteeing no overcharging for Ryanair flights/ancillaries Ryanair announced its latest partnership with leading travel company, TUI, who will now be authorised to offer Ryanair flights, seats, and bags to their customers as part of their holiday packages on the condition that they do not overcharge customers for Ryanair products. The deal will also guarantee TUI customers that their correct contact and payment info is provided to Ryanair, ensuring that they have direct access to their myRyanair account.
|
||
 |
flydubai ramps up operations in Europe with four new destinations The Dubai-based carrier announces the launch of flights to Basel, Riga, Tallinn and Vilnius, becoming the first UAE national carrier to operate direct flights to these destinations
|
||
 |
Malaysia Airlines launches MHrail – a platform to book air, rail tickets in one transaction Malaysia Airlines Introduces MHrail; Strengthens Air-Rail Connectivity in Seoul and London with AccesRail Partnership. Seamless air-rail connections now available for routes in and out of Seoul and London Heathrow.
|
||
 |
Business Traveller’s Cellars in the Sky Awards: Winners are Qantas, Singapore Airlines, oneworld. In its 38th year, running since 1985, the winners are: Qantas (Gold medals in 9 categories), Singapore Airlines (2 Gold medals ), oneworld won Gold in the Best Alliance category. Other Gold medals winners included United Airlines, Oman Air, Corsair, Qatar Airways, Lufthansa, TAP Air Portugal and Malaysia Airlines.
|
||
 |
Air Canada launches program based on Loyal Solutions technology Aeroplan, the loyalty program of Air Canada, today introduced “pay with points” for Aeroplan members who hold a Visa TD-Aeroplan card. The innovative solution is a first in Canada, enabling members to redeem Aeroplan points across virtually any store in Canada. The solution is developed in close cooperation with Visa Canada.
|
||
 |
SFO Introduces ‘San Fran-disco’: A Silent Disco Experience for Travelers his unique event, named “San Fran-disco,” invites travelers to groove to San Francisco-themed music using their personal headphones.
|
ㅤ
Hotels & Hospitality:
 |
Expedia Group today announced the appointment of Ariane Gorin as Expedia Group’s CEO, effective as of May 13, 2024. Ms. Gorin will succeed Peter Kern, who has served as the Company’s CEO since 2020. After completing his contract as CEO, Mr. Kern will continue to serve as the Company’s Vice Chairman and member of the Board of Directors, working closely with Ms. Gorin to ensure a smooth transition.
|
||
 |
Through this exclusive partnership, which will ramp up in the months ahead, all of Hilton’s customers, including the more than 180 million members of Hilton Honors, will soon be able to dream, book and earn and redeem Points for stays at participating properties in the SLH community of 560 luxury boutique hotels spanning 90 countries.
|
||
 |
Gekko Group and Travelcoup announce strategic partnership Through the cooperation with Travelcoup, the Gekko Group aims to transfer its unique atmosphere and community spirit, which is lived in its hotels and restaurants, to semi-private air travel.
|
||
 |
Wyndham Simplifies Group Travel, Brings Instant Booking to 5,600+ U.S. Hotels A win for travel planners and managers, real-time rates and availability go live across industry’s largest portfolio of economy and midscale hotels
|
||
 |
Expedia Recorded $326 Million in Losses on Its Stake in Amex Global Business Travel Group Despite the losses incurred, Expedia remains optimistic about the potential for its Amex GBT stake to regain value over the long term, considering stock price fluctuations. Expedia and Amex GBT have expanded their collaboration beyond the lodging supplier agreement, as demonstrated by Egencia’s adoption of Expedia’s fraud prevention solution.
|
||
 |
Boutique Group is a Public Investment Fund owned, newly established luxury hospitality brand in Saudi Arabia. The Group has disclosed plans to add to its current portfolio of 3 luxury properties. 3 additional palaces will be converted into ultra-luxury hotels accroding to the company’s CEO.
|
||
 |
Beyond attracting more visitors to Singapore, the partnership will emphasise knowledge-sharing and the discovery of new insights that can enhance visitor engagement. For instance, STB and Traveloka will exchange insights to develop more targeted promotional campaigns and create tailored travel experiences.
|
||
 |
Marriott International Reports strong Q4 and FY 2023 results Anthony Capuano, President and Chief Executive Officer: “The power of our unparalleled Marriott Bonvoy loyalty program continues to increase, with 196 million members at year end. We’ve continued to leverage our global portfolio and have expanded our co-brand credit card offerings, with 31 cards now across 11 countries. In 2023, global card spend increased a remarkable 11 percent over the prior year.”
|
||
 |
Hilton Announces Global Partnership for ‘The Stay’ Campaign in India Amidst the boom in India’s travel sector, global hospitality company Hilton partners with celebrated Bollywood icon Deepika Padukone to shine the spotlight on Hilton’s world‑class offerings and signature hospitality.
|
||
 |
Marriott Hotel debuts in Penang Penang Marriott Hotel provides an exclusive M Club premium lounge for Marriott Bonvoy loyalty program members, along with a Kids Club that offers supervised activities tailored for younger guests.
|
||
 |
Concert tourism boost for Singapore hotels Helped by Coldplay’s World of the Spheres Tour, Singapore hotels saw healthy performance growth, according to preliminary January data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets.
|
||
 |
Radisson signs Phnom Penh project Scheduled to open by Q1 2026, the dual-branded project will see the launch of a Radisson RED Phnom Penh and the upscale Radisson Blu Hotel & Residences, located in the Cambodian capital’s downtown district.
|
||
 |
Lore Group joins Global Hotel Alliance with landmark properties in major capital cities Lore Group, an international hospitality company that designs, transforms, manages and operates hotels, restaurants and bars across Europe and the United States, has joined Global Hotel Alliance (GHA).
|
||
 |
Net Income was $68 million in the third quarter of 2023 compared to $28 million in the third quarter of 2022. Adjusted net income was $75 million in the third quarter of 2023 compared to $72 million in the third quarter of 2022.
|
||
 |
Hilton Lifestyle Brand Lands in Music City Tempo by Hilton Nashville Downtown is now open. The property offers a unique stay catered to guests’ well-being from special wellness rooms, an expansive fitness center to health-conscious culinary offerings including the exciting partnership with Bluestone Lane Café, Topgolf Swing Suites and more, in the premium location in the Nashville market.
|
||
 |
Marriott Bonvoy becomes official loyalty partner for Ed Sheeran Tour – India 2024 Marriott Bonvoy members can gain access to this once-in-a-lifetime music experience from Marriott Bonvoy Moments, the platform where members can use points earned from travel and everyday activities to redeem exclusive experiences.
|
||
 |
Brown Hotels’ ‘Isla Brown’ Resort Properties to Join Curio Collection by Hilton All guests of Hilton properties can enjoy the benefits of the Hilton Honors guest loyalty program, offering rewards, benefits, and exclusive discounts. Curio Collection by Hilton, with 160 unique hotels and resorts worldwide, provides guests with distinctive experiences while offering the advantages of the Hilton Honors program. Recent additions to the collection include properties in Madrid, Monaco, and Reykjavik.
|
ㅤ
Retail, E-commerce, F&B, Healthcare:
 |
New Balance Launches “Reconsidered” Resale Platform Reconsidered Launch Aims to Support the Brand’s Commitment to Extend the Lifecycle of Its Products
|
||
 |
Grocery Doppio’s January 2024 Digital Grocery Performance Scorecard reveals grocer and shopper sentiment on retail media deployment, alongside the latest insights from grocery industry sales data.
|
||
 |
Deckers Brands Names Robin Green as President of HOKA Green will serve on the Executive Leadership Team, reporting directly to Dave Powers, Chief Executive Officer and President of Deckers Brands.
|
||
 |
PYMNTS consumer survey: 57% of consumers are at least somewhat likely to switch Drawing insights from a survey of over 2,000 consumers, the study examines how these offers enhance loyalty and attract new customers.
|
||
 |
Sugro, a UK wholesaler, launches new e-loyalty scheme Sugro introduces a fresh e-loyalty program aimed at enhancing customer retention and engagement on their e-commerce platforms. Through this initiative, retailers can earn rewards by accomplishing various tasks related to featured brands, such as purchasing specific quantities of products and providing photographic evidence of in-store displays.
|
||
 |
Confex and Jisp launch industry first wholesale loyalty platform Confex, a purchasing group, has introduced a loyalty and rewards system to assist its wholesale members and their retailers.
|
||
 |
Whataburger® Hires New Chief Marketing Officer Hudler is an experienced executive with 30 years’ experience in marketing, having built impactful campaigns and digital strategies for Popeyes, Mars, Dunkin’, Dick’s Sporting Goods and Torchy’s Tacos.
|
||
 |
Payback wins all four customer categories at the German Bonus Awards Users vote for PAYBACK in all categories: “Best program”, “Best app”, “Best customer service,” and “Best campaign.”
|
ㅤ
Transport, Fuel Retail & Mobility:
 |
Kuwait The car rental and leasing market in the country is poised for a thrilling ride, with analysts at Ken Research predicting a surge from SAR 32.1 million in 2022 to SAR 118.7 million by 2028, reflecting a robust 9.8% CAGR
|
||
 |
Boston Best Rate Movers, a leading moving company in the Boston area, is proud to announce its recent transition to a fully paperless and mobile-friendly system. With this innovative shift, the company aims to streamline the moving process, enhance transparency, and provide a safer and more efficient experience for its valued customers.
|
ㅤ
Payments, Finance, Property & Insurance:
 |
NBA All-Star is back to entertain fans on and off the court! And this year, American Express and The Bleacher Report are teaming up to tap into fans’ insatiable appetite for all things basketball and trivia with the “The All-Star Game Show presented by American Express.”
|
||
 |
Annual Awards Rank Highest-Performing Property Management Companies in Customer Experience and Loyalty
|
||
 |
Fibe (India) Reduces Customer Service Turnaround Time by 99% with Locobuzz Fibe (formerly EarlySalary), India’s leading Fintech, has significantly enhanced customer experience and has reduced the response time by 99%. Through its association with Locobuzz, a CX management platform, Fibe has improved the efficiency and effectiveness of its customer interactions, thereby boosting brand loyalty.
|
||
 |
Barclays to acquire Tesco’s retail banking business and partner With Tesco Stores Barclays Bank UK PLC has entered into an agreement to acquire the retail banking business of Tesco and enter into an exclusive long-term partnership to offer Tesco branded credit cards, personal loans and deposits.
|
||
 |
The Argentine Football Association (AFA) and American Express celebrated an expansion of their sponsorship agreement today at Amex’s New York headquarters. American Express became a Global Sponsor of the Argentine National Teams through 2026, including the World Champions (Men’s National Team), Women’s National Team, and Youth National Teams.
|
||
 |
American Express opened a new Centurion Lounge at Atlanta International Airport (ATL), the busiest airport in the world. At nearly 26,000 square feet, it is the largest lounge in the Centurion Lounge network. It features a locally-inspired menu from Chef Deborah VanTrece, numerous seating options for guests to relax or work before their flight, outdoor terraces with views of the airfield, and The Reserve by American Express, a bespoke whiskey bar.
|
||
 |
Bank of America and Starbucks Launch Loyalty Partnership Bank of America cardholders and Starbucks Rewards members can link eligible accounts to earn 2% cash back from Bank of America and one Star per $2 spent at Starbucks
|
ㅤ
Loyalty Technology, Solutions & Consulting:
 |
Crypto players use loyalty programs to engage users digital asset startups are adopting loyalty points programs as a strategy to attract and retain users. While these programs have received attention and investment, there are concerns about their transparency and potential regulatory risks.
|
||
 |
Gartner report: Magic Quadrant for Multichannel Marketing Hubs Latest Gartner multichannel marketing report covers X providers. Gartner defines the multichannel marketing hub (MMH) as a technology solution that orchestrates a company’s communications and offers to customer segments across multiple channels (including websites, mobile messaging, social, direct mail, call centers, paid media and email, integration of marketing offers/leads with sales for execution in both B2B and B2C environments).
|
||
 |
Giift and JCB Forge Strategic Partnership to Revolutionize Loyalty and Rewards Giift, a global leader in loyalty technology solutions, today announced its partnership with JCB International, a major global payment brand headquartered in Tokyo, Japan. This collaboration represents a significant milestone in the world of loyalty and payments, as two industry leaders join forces to drive innovation and elevate customer experiences.
|
||
 |
Hero Digital Helps Calix Create and Launch New Website on Adobe Experience Manager Hero Digital, an award-winning customer experience transformation company, managed the development and launch of Calix’s new online experience: Calix.com.
|
||
 |
Wildfire Systems Inc., a financial technology platform that powers white label loyalty programs, announced a RevenueEngine browser extension for Chrome that provides a more convenient way for creators to leverage generative AI to develop and monetize content that recommends, reviews, or compares products and brands.
|
||
 |
Globant launches Connected Experiences Studio Through cutting-edge technology, creativity, and innovation, Globant reinvents how brands engage with their customers through memorable and fulfilling experiences.
|
||
 |
Blackhawk Network launches Select Codes Select Codes allows businesses to deliver a choice of rewards in the ways that work for them and their recipients.
|
||
 |
Vericast launches NXTDRIVE™ Only Customer Data Marketing Platform NXTDRIVE is built on Vericast’s more than half-a-century of data insights, technology innovations, and campaign expertise to make it easier for marketers to engage customers in a more meaningful and personalised way.
|
ㅤ
Reports, Research, Insights & Opinions:
 |
Mexico Loyalty Programs Market Intelligence Report, 2019-2023 & 2024-2028 The loyalty market in Mexico is expected to grow by 11.2% on an annual basis to reach US$2.82 billion in 2024. In value terms, the loyalty market in the country has recorded a CAGR of 13% during 2019-2023.
|
||
 |
Supermarkets saw higher growth than in December, as consumers returned to their regular routines post-Christmas. Demand for digital content and takeaways remained strong as consumers saved money by staying in. The cold weather meant many shoppers avoided the high-street, choosing to browse the January sales online instead. The Barclays Consumer Spend report combines hundreds of millions of customer transactions with consumer research to provide an in-depth view of UK spending.
|
||
 |
Amex Trendex reveals healthy work-life balance tops UK workers’ list of priorities in 2024 The majority of UK workers would choose better work-life balance over higher pay (61% vs. 39%) in both their current and future jobs, according to the latest Amex Trendex report1 which reveals consumer trends and priorities for 2024.
|
||
 |
United Kingdom Loyalty Programs Market Report 2024 The UK loyalty market is forecast to grow by 10.2% on an annual basis to reach US$9.02 billion in 2024. In value terms, the UK loyalty market has recorded a CAGR of 11.7% during 2019-2023.
|
||
 |
2024 Travel Loyalty Outlook Report by Arrivia 2024 Travel Loyalty Outlook Report Uncovers Changing Consumer Sentiment around Travel Priorities, Planning and Loyalty Programs
|
||
 |
Now in its sixth edition, the research report reveals how consumer mindsets are shifting and where brands may need to pivot to stay ahead of the curve and remain relevant.
|
ㅤ
Jobs & Careers:
 |
Visa is hiring: Insight and Planning Manager – Global Client Location: London, UK. Click inside to apply
|
||
 |
American Express is hiring: Director-Compliance – Small Business Card, Loyalty & Benefits Location: Sunrise, Florida, United States • Sandy, Utah, United States • Phoenix, Arizona, United States • New York, United States. Click inside to apply.
|
||
 |
American Express is hiring: Manager -Digital Product Management- Global Loyalty & Benefits Location: Phoenix, Arizona, United States. Click inside to apply.
|
||
 |
Location: Brussels, Belgium, Belgium. Click inside to apply
|
||
 |
American Express is hiring: Consumer Banking Location: Sunrise, Florida, United States Click inside to apply
|
||
 |
American Express is hiring: Analyst-Marketing Location: Gurgaon, Haryana, India. Click inside to apply.
|
||
 |
American Express is hiring: Customer Care Professional – US Servicing Location: Taguig City, PHL, Philippines. Click inside to apply
|
||
 |
American Express is hiring: Manager-Business Development (AMEX Digital Labs) Location: New York, New York, United States. Click inside to apply.
|
||
 |
American Express is hiring: Marketing Specialist (Co-brand Card) Location: Minato-ku, Tokyo, Japan. Click here to apply
|
||
 |
American Express is hiring: Digital Project Manager Location: New York, New York, United States • Atlanta, Georgia, United States • Atlanta, Georgia, United States. Click inside to apply
|
||
 |
American Express is hiring: Senior Manager, Customer Performance Insights Location: NY, USA. Click inside to apply.
|
||
|
American Express is hiring: Future Opportunities – Customer Experience Concierge, Centurion Lounge Location . Click inside to apply
|
|||
 |
American Express is hiring: SBS Customer Marketing Executive Location: London, London, United Kingdom. Click inside to apply
|
||
 |
American Express is hiring: Partnership Specialist (Australia) Location: Kuala Lumpur, KUL, Malaysia. Click inside to apply.
|
||
 |
Abercrombie & Kent is hiring: Global Head of Membership & Loyalty Location: London, England, United Kingdom. Click inside to apply
|
||
 |
Abercrombie & Kent is hiring: Global Head of Partnerships Location: London, UK. Click inside to apply
|
||
 |
Marriott is hiring: Manager Portfolio & Brand Marketing EMEA Location: Europe Office – London, Barnard’s Inn 86 Fetter Lane, London, London, United Kingdom. Click inside to apply.
|
||
 |
Marriott is hiring: Senior Loyalty Officer Location: Hong Kong. Click inside to apply.
|
||
 |
Marriott is hiring: Senior Manager, Loyalty, New Brand/Asset Integration Location: Bethesda, USA. Click inside to apply
|
||
 |
Marriott is hiring: Senior Manager, Loyalty Business Transformation Location: Bethesda, USA. Click inside to apply.
|
||
 |
Marriott is hiring: Senior Manager, Loyalty Transformation Products Location: Bethesda, USA. Click inside to apply.
|
||
 |
Neon Search is hiring: Global Head of Loyalty & Memberships -Luxury Brand Location: London, UK. Click inside to apply
|
ㅤ
