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GLO Weekly: Global Loyalty & CX News 03.11.2023 (Week 44)

WTM London next week: 14% more participants year on year

The event, taking place at the ExCeL London from November 6th to 8th, anticipates around 4,000 exhibitors participating.

Join WTM London on Nov 6: GLO panel “Leveling up Loyalty with Gamification” with Accor, Pegasus Airlines & Sia Partners

Join GLO’s panel on Gamification in loyalty on November 6th at 11:50 – 12:30 Innovation Stage. Moderator: Tony Piedade, Deputy Chairman, Global Loyalty Organisation; Julie White, Chief Commercial Officer, Europe & NAfrica, Accor; Bahadir Durak, Sn. Head of Data Analytics & Loyalty Programs, Pegasus Airlines; Khalid El Bachraoui, MD, Marketing & CX, Sia Partners; Ali Bin Zayed, Head of EmCan, Emarat. 

Deloitte’s 3rd annual survey on loyalty program preferences: Evolving brand loyalty trends and consumer behavior

Deloitte’s 3rd annual survey on loyalty program preferences. 2023 consumer loyalty survey asks participants to rank the importance of key program features and benefits to reveal insights into how these preferences are evolving and may vary across consumer segments. The latest survey results reveal a mix: among 5 key trends, 3 provide updates on themes we saw in our 2022 report, while 2 are newly emerging.

Key 2023 Holiday Travel Trends Revealed in New iSeatz Report

Latest survey data reveals a stronger holiday travel season and identifies opportunities for loyalty programs to engage travelers.

Behind the scenes filming with Emirates brand ambassador, Penélope Cruz

As the Emirates and Penélope Cruz ad campaign plays on TV screens across multiple countries in English and Spanish, Emirates has released an exclusive behind the scenes video showcasing the vast production required for a TV campaign shot on a huge aircraft, as well as Emirates Cabin Crew embracing the opportunity to interview Cruz.

Emirates launches My Emirates Pass and offers hundreds of offers in Dubai this winter

Emirates has today announced the return of its popular My Emirates Winter Pass.  Starting from 1 November 2023 to 31 March 2024, My Emirates Winter Pass enables customers to use their boarding pass to enjoy exclusive discounts at restaurants, luxury spas, big-name stores, private pools and beaches and more across Dubai and the UAE.

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Emirates shines a light on Diwali onboard and in lounges

Evoking the spirit and light of Diwali, Emirates will mark the Hindu festival onboard flights to and from India, from 9 -15 November. Diwali delicacies will be served in all classes and select lounges.

Delta is expanding its free WiFi to smaller jets

Delta will expand its free WiFi to more than 400 Boeing 717s and regional aircraft starting in mid-2024.

Delta sheds corporate staff

Delta Air Lines is cutting back its corporate staff in an effort to reduce costs.

Royal Air Maroc plans expansion

Royal Air Maroc is strategising to establish several new routes within the United States in the upcoming years, aiming to transform the Oneworld Alliance member into a pivotal connector across both east-west and north-south global routes.

Virgin Australia selects Sabre as its preferred NDC IT technology provider

Virgin Australia will use Sabre’s NDC IT capabilities, together with its Global Distribution System (GDS), to both create and distribute innovative offers and rich, customised NDC content.

Air Canada Reports Third Quarter 2023 Financial Results

Air Canada performed strongly in the third quarter, generating solid operating revenues of more than $6.3 billion, a 19 per cent increase over the same period last year. The focus on growing its international network, building scale at its hubs and leveraging its solid partnerships has delivered strong results.

Korean Air receives APEX awards

Korean Air has secured a five-star global airline ranking in the latest APEX Official Airline Ratings, marking its seventh consecutive year holding this prestigious accolade. Among a select group of airlines, Korean Air has attained this top-tier recognition.

IATA tests end-to-end digital airline trip: first integrated shopping to travel journey using digital identity

IATA tests end-to-end digital airline trip

Trip.com Celebrates 6th Anniversary with Enhanced Loyalty Program

Members can now enjoy better rewards and perks, up to 20% off hotels

IAG reports 3Q 2023 results: capacity +17% yoy, costs -3%, loyalty total revenue +57% year-on-year

Oper. profit before exceptional items of €1,745 million (3Q22: €1,216 million) and Oper. margin of 20.2% (3Q22: 16.6%) • ASK +17.9% yoy (95.6% of 3Q19) • Pax unit revenue +2.2% yoy (24.6% vs 2019) due to leisure travel demand • Non-fuel unit costs -3.5% vs 3Q22 • Fuel unit costs -6.2% yoy • Gross debt down €2.4 bn to €17.2bn • Customer bookings for Q4 are as expected • Expect 2023 to be a year of strong recovery in margins, oper. profit and towards pre-COVID-19 levels of capacity.

Southwest Airlines signs agreement with USA Bioenergy to purchase up to 680mn gl of SAF

Carrier establishes long-term strategic relationship with SAF producer

Expanding horizons: American Airlines unveils more than 50 new routes this year

2023 continues to be a big year for American. This year, the airline has launched or announced more than 50 new routes

Aer Lingus and American Airlines are broadening their codeshare agreement, providing travelers with increased options for their journeys.

Under the updated rules, Frontier Miles members will receive a minimum of 10 miles for every dollar they spend on flights, baggage, seat selections, and bundles.

President of Virgin Enterprises, Andrew Swaffield warning that “Aviation risks becoming a “preserve of the elite”

The President of Virgin Enterprises, Andrew Swaffield, has cautioned that the aviation industry risks becoming an exclusive domain for the affluent if it fails to adopt sustainable practices.

Lufthansa Group achieves record summer in 3Q2023 and expects continued strong demand for air travel

Passenger airlines carried 38 million travelers between July and September − All Group airlines report double-digit third-quarter Adjusted EBIT margins − Fourth-quarter booking volumes show double-digit percentage growth − Lufthansa Technik benefits from strong demand for MRO services − Lufthansa Group receives investment grade rating by Fitch − Profit outlook for 2023 and 2024 confirmed

Lufthansa Group concludes sale of the LSG Group

The sale of its catering arm is part of the Lufthansa Group’s broader strategy to focus even more firmly on its core air transport business and thereby further enhance the profitability of its member airlines.

The World Travel & Tourism Council (WTTC) has officially named Greg O’Hara as its new chairman

The World Travel & Tourism Council (WTTC) has officially named Greg O’Hara as its new chairman, with a focus on advancing sustainability in the industry. O’Hara, who currently serves as the vice-chair of WTTC and is the founder of the private equity firm Certares, will assume the role in November, succeeding Arnold Donald.

Audley Travel report: Premium Travel Market insights

A recent survey by Audley Travel has revealed that holidaymakers in the premium travel sector are spending nearly £5,000 per person on average for a two-week vacation, despite the ongoing cost-of-living challenges. The inaugural Premium Travel Report also underscored consumers’ preferences for expert guidance when booking, sustainable travel options, and exploring new destinations.

Wyndham and Caesars Entertainment invite rewards members to hit the jackpot with the ultimate Vegas weekend giveaway

The experience will include top-tier accommodations, airfare, tickets to a headliner show, a celebrity chef-inspired meal and more.

Hyatt and Mr & Mrs Smith Reward Guests and Members with Two Premier Offerings Ahead of Platform Joining World of Hyatt

World of Hyatt members can receive exclusive benefits when purchasing Mr & Mrs Smith gift cards through Hyatt, and all travelers can indulge in up to 40% off eligible reservations at Mr & Mrs Smith’s curated collection of boutique and luxury hotels included in birthday offer

Hyatt Reports Third Quarter 2023 Results

New Record Total Fee Revenue of $250 Million Pipeline Expands to New High of 123,000 Rooms

Hyatt is on Track to Double its Brand Footprint in Canada by 2026

Strategic focus on Canada supports Hyatt’s sustained growth in key leisure markets and one of the industry’s fastest growing loyalty programs

Amadeus has expanded its agreement for hospitality data with Hilton.

Amadeus will maintain its provision of data insights from Demand360+, Agency360+, and Revenue Strategy360 to Hilton.

Cambria Hotels Furthers Nationwide Expansion with Openings in Sought-After Markets

These new properties, along with those across the entire upscale segment are connected by the award-winning loyalty program Choice Privileges.

Parks Hospitality Holdings Continues its Expansion in the United States and Acquires Boston Park Plaza

Boston Park Plaza offers the exclusive Hilton Honors program. Members who book directly have access to instant benefits, including a flexible payment slider that allows members to choose nearly any combination of Points and money to book a stay, an exclusive member discount, free standard Wi-Fi, and the Hilton Honors mobile app.

Choice Hotels Recognized by Forbes as One of the “World’s Top Companies for Women 2023” for Second Year in a Row

Award-winning company culture strengthened through commitment to diversity, equity and belonging.

Comfort® Hotels Unveils New Look and Feel with First Rise & Shine™ Prototype Opening in Mountain Grove, Missouri

Designed to meet the evolving needs of modern travelers, Comfort hotels’ new Rise & Shine prototype offers a fresh and contemporary design that resonates with guests of all ages.

Princess Cruise celebrates its 10th anniversary in Southeast Asia

Starting from October 30 until December 31, 2023, enthusiasts of travel from Singapore, Indonesia, and Malaysia have the chance to participate in the draw by completing a simple form on www.princesscruiseslove2023.com.

IBS Software and Royal Caribbean Group partner to transform guest experience

IBS Software and Royal Caribbean Group (NYSE: RCL) have partnered to deploy cutting-edge retail technology at the heart of its operations.

PYMNTS Intelligence Survey: Retail Loyalty Programs

PYMNTS Intelligence reveals that 65% of credit or debit card users prefer shopping with brands or merchants that offer the loyalty or rewards programs they participate in.

Subway Invites You to ‘Refresh’ Your Restaurant Loyalty by Matching up to 25 Million Points on National Sandwich Da

For one day only, Subway will match loyalty points earned in other restaurant programs, but only for new MVP Rewards members.

Yum Brand to utilise cross-brand data to personalise CX

To further personalise the customer experience, the company plans to integrate its loyalty program with digital menu boards, adjusting in-store menus to cater specifically to nearby customers.

PYMNTS Intelligence Survey: Delivery Can Tip Loyalty Scales for Diners

In their quest to enhance customer loyalty, PYMNTS Intelligence suggests that the surge in digital ordering is potentially broadening restaurants’ customer base beyond their immediate vicinity.

nShift: Half of shoppers are “cynical” about brands’ attempts to impress with their ethics

Research shows that almost half (49%) of people believe that too many brands align with good causes simply as a publicity stunt.  Instead of building loyalty with customers, initiatives that appear cynical risk damaging the trust between retailers and shoppers.

Barefaced Launches Gamified Loyalty Experience and AI Skin Quiz

‘No Sun Club’ unveils next-gen loyalty experience for skin care enthusiasts offering members exclusive benefits, perks, and personalized skin care routines via AI and insights from Founder Jordan Harper

Como Announces Nationwide Partnership with Rush Bowls

Fast casual franchise chooses Como to provide next-level loyalty solutions.

Wendy’s results: loyalty and digital growth are key

Wendy’s is using loyalty incentives and extended delivery hours during the late night to promote digital engagement and, consequently, enhance overall sales.

Amtrak passengers can now enjoy more adaptable and cost-effective ticket options.

Following extensive customer research and a commitment to enhance the customer experience, Amtrak has introduced a new, simplified fare structure that offers more flexibility and affordability. This new fare structure, launched this week, aims to provide a more consistent booking experience and simplify fare options.

Starbucks partnered with FOR:EV to boosts charging services across Scotland

The coffee brand has partnered with FOR:EV to roll out charging hubs at four drive-thru sites in Dunfermline, Livingston, Blairgowrie and Galashiels

PATA and Visa’s Finance and Digital Skills workshops

The Pacific Asia Travel Association (PATA) is pleased to announce the successful conclusion of its finance and digital skills workshops for small and medium-sized enterprises (SMEs) in the tourism industry. These workshops were conducted in Vietnam, Indonesia, Cambodia, and the Philippines and were part of PATA’s partnership with Visa, aimed at enhancing the financial management capabilities and digital literacy of tourism businesses in Southeast Asia.

Samsung introduces loyalty program in India to entice customers to upgrade to 5G

The loyalty program by Samsung applies to the purchase of any 5G-enabled Galaxy A series smartphone, including models like the Galaxy A54 5G, Galaxy A34 5G, Galaxy A23 5G, and Galaxy A14 5G.

Capital One involved in a third airport lounge

Capital One is now involved in its third airport lounge.  Plaza Premium Lounge in Partnership with Capital One will open on Friday at Denver Airport. Lounge access will be complimentary to holders of Capital One’s premium Venture X Rewards credit card plus up to two guests, while holders of the bank’s Venture and Spark Miles cards will receive free access twice annually. The general public will be allowed into the lounge for $65.

Skipify named “The Future of Payments Infrastructure” as part of The Money20/20 Startup Network

Skipify, a fintech company, has been recognized as “The Future of Payments Infrastructure” by Money20/20. The distinction was given during a keynote presentation at the Money20/20 USA Conference in Las Vegas, the world’s biggest and most influential gathering of the global money ecosystem. Skipify was also named to Money 20/20’s inaugural list of the 7 most exciting fintech startups as part of the inaugural “Money20/20 Startup Network”.

Caesars Rewards Casino Data Breach Lawsuit Update

On September 7, 2023, Caesars Rewards, a popular loyalty program run by Caesars Entertainment, Inc. (Ticker CZR), suffered a massive “digital break-in.” The attack targeted the personal information of Caesars Rewards Members – more than 65 million people – compromising member names, birth dates, Social Security Numbers, driver’s license information, and other government-issued ID numbers. Levi Korsinsky, LLP is investigating whether affected customers are entitled to compensation.

Unlocking Digital Trust: Research Firm Publishes 5 Essential IT Strategies to Build Customer Confidence and Grow Business Success

In the digital era, Info-Tech’s research shows that building digital trust, now seen as the new “digital currency,” has become more important than customer experience, underpinning all personal and business transactions.

Givex Announces Third Quarter 2023 Financial Results

For Q3 2023, revenue increased 7% to $19.6 million, customer locations increased 9% to 128,000 and Q3 net loss dropped 71% from $3.4 million in Q3 2022 to $1.0 million in Q3 2023

Zilliqa Group inks strategic partnership with ChainUp to bolster Web3 infrastructure and service offerings

The tie-up will see ChainUp become an industrial-grade infrastructure partner for Zilliqa Group, collaborating to bolster Web3 partnerships across loyalty, gaming, spatial web and tokenisation efforts.

Deana Scott, CEO of Raving Consulting, Announces Astounding Results Driven by the QCI Market Basket Analysis

This groundbreaking technology opens the door to product-based marketing, enabling businesses to enhance slot revenue and customer engagement like never before.

The Lacek Group Celebrates 30 Years of Innovation and Collaboration

In addition to driving brand devotion through best-in-class strategy fueled by data and analytics, as well as award-winning creative, The Lacek Group pioneered an array of industry-first innovations.

Extu Launches GoTu Rewards, a Flexible, Affordable Incentive Platform to Drive Loyalty

With no monthly fees, GoTu Rewards’ pay-as-you-go structure allows companies to purchase points or physical gift cards in bulk to deliver to their participants as needed.

Teleperformance Recognized by Frost & Sullivan for Omnichannel Customer Experience in the metaverse

The digital business services company was honoured for customer-centric immersive experiences and revolutionary solutions that helped gain client loyalty.

With Powerful New Features, Oro, Inc., Brings B2B eCommerce Into the AI Era

Digital commerce leader announces landmark AI-enabled product discovery and information capabilities.

New survey finds 65% of consumers are reliant on loyalty programs amid economic pressures

“The mindset around loyalty programs is obviously shifting. Consumers fully expect to be rewarded for their allegiance to a brand, whereas before those rewards may have been simply perceived as a nice perk, but not a need to have,” said Jen Jones, Chief Marketing Officer of commercetools.

The G.R.A.V.I.T.Y. Index: Spiro™ Introduces New Methodology to Measure The Critical Bond Between Brand & Customer

New proprietary methodology explores how to establish enduring connections between brands and audiences that enhance loyalty, “sway and stay” consumer preferences.