All you need to know this week about loyalty & CX: World Aviation Festival this week • GLO Loyalty Panel • Emirates • Air France • Lufthansa Miles & More • Mastercard • Etihad • Allianz Partners • Air Canada • Turkish Airlines • Southwest • Saudia • BA • JR Technologies • Sabre • Leidos • JetBlue • United • Accor • GHA • IHG • Trip.com • Ritz • Dusit • Expedia.com • Anantara • Virgin Voyages • Mastercard • Subway • H&M • Starbucks • Google • Kognitiv, etc.
GLOFeatured:
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Dr. Nejib Ben Khedher, Emirates, Ben Lipsey Air France – KLM, Gerald Schloegl of Lufthansa Miles & More, Bruce Lahood from Mastercard, Mark Potter from Etihad and Ricky Horwitz of Allianz Insurance discussing loyalty state in post-pandemic, 3 trends and strategies in 2024 and beyond. |
Airlines & Alliances News:
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WAF Special – Day 1: latest trends in business travel, payments integration and retail opportunities World Aviation Festival 2023 Day 1 brought intensive discussions on enhancing travel experience, new payment methods and retail opportunities. Read key takeaways in this post. |
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Michael Rousseau, Air Canada CEO, extended interview on key goals, challenges and strategy Michael Rousseau, Air Canada CEO, gave extended interview on key goals, challenges and strategy to Aviation weekly. GLO provides the key takeaways. |
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Turkish Airlines Awarded World Class Honor for the Third Time Accepting the award on behalf of Turkish Airlines, Chief Marketing Officer Ahmet Olmuştur stated: “We are glad to receive the highly prestigious APEX World Class Award given by APEX, one of the world’s foremost airline evaluation organizations. This award showcases the result of the dedication shown by all our team members. Our ergonomic seats, personalized services, and unique offerings aimed at meeting our guests’ needs are all part of our efforts to make the flight experience exceptional.” |
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Air Canada Earns Passenger-Rated Five Star Global Airline Award at the APEX 2024 Awards Air Canada’s continued commitment to excellence was recognized with a Five Star Global Airline Award at the Airline Passenger Experience Association (APEX) 2024 Awards Ceremony held last night in Long Beach, California. It is the fifth time in six years the airline has been awarded an APEX Five Star rating which is based on customer feedback. |
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Etihad Airways earns third consecutive five-star rating at Apex Awards Etihad Airways, the UAE’s national airline, has been rated as a Five-Star Global Airline by the Airline Passenger Experience Association (APEX) for the third consecutive year. The rating recognises the airline’s excellence and was announced on 20 September at the APEX Awards Ceremony in Long Beach, California. |
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Southwest Airlines Ranked by Fortune as One of America’s Most Innovative Companies “At Southwest, we know the needs of our Customers and Employees are ever-evolving, and we strive to keep up with those needs,” said Tony Roach, Senior Vice President of Marketing and Customer Experience. “Our history is rich with innovation—we were the first airline to issue a paperless ticket—and we continue to find ways today to innovate and remove friction from the travel experience. Of course, in all that we do, we are mindful to stay true to our roots as the airline with Heart.” |
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Saudi Arabia Airlines (SAUDIA), the national flag carrier of Saudi Arabia, will start operating to Toronto, Canada, a prominent addition to its regular international flight network in collaboration with the Air Connectivity Program (ACP). To enhance this expansion, the destination is now easily accessible to guests through digital booking channels, and dedicated service facilities at Toronto Pearson International Airport are being prepared to ensure a seamless guest experience. |
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British Airways and IndiGo Announce New Codeshare Partnership Through this partnership – which sees British Airways add its code onto a range of destinations across IndiGo’s network – customers can enjoy improved connectivity between Southeast Asia and Europe for travel from 12 October 2023. |
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Prime Jet Expands Group Charter Flights to International Prime Jet, a leading provider of premium, private charter flight services, is proud to announce the expansion of our group charter offerings to include international charter flights. This exciting development marks a significant milestone in our mission to provide our clients with unparalleled service and comfort in group air travel up to 30 passengers. |
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“As many companies in the market are attempting to implement an Order Management system, we are proud to have Aerostream live with clients in a production environment,” said JR Technologies CEO Adarsh Suneja. “Aerostream enables carriers to create new revenue streams, reduce costs and deliver the modern digital retailing experience that customers expect, driving increased sales and greater customer loyalty.” |
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Sabre launches new AI-powered retailing solution to optimize airlines’ premium cabin inventory With Upgrade IQ, airlines can give travelers the opportunity to bid for a seat upgrade at any stage during the pre-travel timeframe – throughout the booking flow, at check-in, in the airline’s mobile app or via email communication. |
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Leidos to Introduce Cutting-Edge Hold Baggage Screening Systems at Sofia Airport “We are proud to partner with a global industry leader like Leidos,” said Jesus Caballero, CEO of SOF Connect, operator of Sofia Airport. “The equipment installation will make traveling through our airport a faster and more seamless experience for passengers. This is a strategic step to modernize Sofia Airport and operate more efficiently to meet the highest levels of safety standards.” |
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Alex Dorow, United’s head of lounges, on the look and feel of its newest clubs While I wouldn’t necessarily say it’s a lounge race, a lounge serves as a differentiator for the overall customer experience. It’s an affinity tool, and it’s a key part of our commercial value proposition so that we can build loyalty with our customers, offer something that they value and ensure that we’re continuing to deliver exceptional experiences. |
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JetBlue Enhances Customer Travel with Family Seating Guarantee “We know traveling with young children can add challenges, and we want to do everything we can to put parents and families at ease by providing a smooth trip each time they choose JetBlue,” said Joanna Geraghty, president and chief operating officer, JetBlue. “This enhanced family seating policy reflects our commitment to continue to meet the needs of our customers and provide exceptional service.” |
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Hong Kong International Airport picks up two awards HKIA has secured the title of “China’s Leading Airport” for the second consecutive year, having also been named “Asia’s Leading Airport” in both 2020 and 2021. |
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The airline plans to provide cost-effective air travel options from Haifa Airport (HFA), located in northern Israel, approximately 60 miles from Tel Aviv. Air Haifa was established in March 2023 and enjoys support from Nir Zuk, the founder of the U.S.-based cybersecurity company Palo Alto Networks. Notable figures in the airline’s leadership include former El Al Israel Airlines CEO Gonen Ussishkin. |
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United Names New Chief Financial Officer Michael Leskinen promoted to CFO and Executive Vice President; also becomes member of airline’s Executive Team |
Hotels & Hospitality News:
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Regent Seven Seas Cruises boost GHA loyalty points Global Hotel Alliance (GHA), a grouping of independent hotel brands, is taking its loyalty programme, GHA DISCOVERY, to the high seas after entering a landmark partnership with Regent Seven Seas Cruises (Regent), a luxury cruise line, based in Miami, Florida. |
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ALL Inclusive Collection will have a new cutting-edge, standalone website that builds upon the strength, scale and reputation of ALL.com, a leading hotel booking platform. Guests who book through the platform can take advantage of the global loyalty programme, ALL – Accor Live Limitless, for rewards and unique benefits. |
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IHG One Rewards Mobile App: Redefining Travel Through Technology The IHG One Rewards mobile app is redefining the travel experience with a greater emphasis on customer satisfaction – and it’s earning rave reviews. The app’s intuitive design and new features seamlessly guide guests through their booking journey from inspiration to customizing their in-room stay experience, all in the palm of their hands. |
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Dusit International launches two new hotel brands Dusit International has announced the expansion of its offering across more segments with the introduction of two new brands, Devarana – Dusit Retreats and Dusit Collection. |
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The inaugural project in this space is Project Explorer, a trip planning tool driven by AI, which can be tested on Expedia’s mobile app for Apple devices. Project Explorer streamlines the process of discovering new destinations and planning various types of trips by offering tailored options based on interests, location, season, and budget. It delivers recommendations rapidly, complete with information, visuals, suggested accommodations with pricing details, and recommended activities. |
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Qatar Airways Senior Vice President of Discover Qatar, Steven Reynolds, said: “Our new role as the operator of B12 Beach Club and Doha Sands Beach Club is an exciting opportunity for all stakeholders. Local and international visitors now have a seamless way to incorporate the leisure sites into their itineraries, while hotels can benefit from offering holistic packages to their guests.” |
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Anantara Hotels and Resorts Rolls Out Dollar for Deeds CSR Programme Globally Adding another layer to its sustainability pledge, luxury hospitality brand Anantara Hotels and Resorts is rolling out its signature CSR programme ‘Dollar for Deeds’ at all of its properties worldwide. First introduced almost a decade ago at select hotels in Thailand, Anantara’s home base, the initiative has been integrated into the growth strategies of the brand globally. |
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Hotel Indigo, part of IHG’s Luxury & Lifestyle portfolio, is unearthing the hidden gems that only can be found in a neighborhood and inspiring the next generation of travelers to go out and explore. The brand’s newest international marketing campaign, The World’s Neighborhood Hotel, is rooted in the brand’s long-held belief that when you see the world through the neighborhood, the neighborhood changes your world. |
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The Ritz-Carlton Celebrates Transformational Travel With Leave Better Campaign “We are thrilled to introduce the Leave Better Campaign, which reflects our commitment to not only honoring our heritage as a luxury hospitality icon, but embracing the desires of our discerning guests,” said Jamie Kerr, Senior Director Global Marketing, The Ritz-Carlton. “Through Leave Better, we invite travelers to journey with The Ritz-Carlton to places, moments and spaces that are marked by genuine care only we can deliver…” |
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Guests, visitors, friends and neighbours of 77 participating Mövenpick hotels around the world are invited to bring in one or more kilos of pre-loved and soon-to-be-loved donations. With more Mövenpick destinations taking part in the campaign than ever before, Mövenpick’s 2023 Kilo of Kindness aims to gather 25,000 kilos of donations. Achieving this year’s goal will bring the added excitement of surpassing an amazing milestone of 100,000 kilos donated since the campaign began in 2015. |
Cruises:
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Sail away with Virgin Voyages using Velocity Points Virgin Australia’s loyalty programme Velocity Frequent Flyer has launched its first ever Points offer with Virgin Voyages, ahead of the cruise line’s hotly anticipated arrival Down Under this December. Velocity Frequent Flyer is offering members the chance to set sail with Virgin Voyages on one of its Australian itineraries this summer for 79,999 Points. The offer is valid for travel between 16 December and 5 March 2024, on eligible sailings departing Melbourne and Sydney. |
Retail & F&B:
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TikTok Looks to Boost Brand and Retail Conversions with More Data “TikTok delivers tangible value to businesses, inspiring discovery, product research and driving actions. To help showcase the true value of TikTok, we are excited to launch Attribution Analytics to give advertisers a transparent view of their ad impact,” said Ray (Jiayi) Cao, global head of monetization product strategy and operation |
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Starbucks Promotes Molly Liu to co-ceo of Starbucks China “Molly is a strong leader who has been instrumental in elevating the Starbucks Experience for our Chinese customers and driving industry-leading innovation for our China business,” said Laxman Narasimhan, chief executive officer of Starbucks. “There remains tremendous opportunity for Starbucks in China, and I’m confident that together, Belinda and Molly, will lead Starbucks through our next chapter, while living our Mission and Values.” |
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Will H&M’s New Return Fee Drive the Loyalty It’s Looking For? The fast-fashion retailer has initiated a policy of imposing a £1.99 fee on customers for each returned package, with the amount deducted from their refund. However, H&M members will to be able to make returns for free. |
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Family Dollar App Update Underscores Consumer Demand for Digital Experience in the Aisles Family Dollar has recently unveiled new features in its app, set to launch next month. These enhancements include a redesigned wallet feature for easier coupon management, the ability to browse weekly ads, and locate products in real-time. Future updates, slated for early next year, will introduce in-app eCommerce and personalization functionalities. Additionally, a mobile app will be introduced for Dollar Tree brand stores. |
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This adventure represents the upgrade members are getting in Subway’s new loyalty program, which includes more ways to earn, more perks, more earning power and, of course, more of their favorite subs. While one million MVP Rewards points and All-Star status will set these ten Subway fans apart, they have some competition for the title of Subway’s most dedicated – after one person agreed to change their name to Subway earlier this year to eat and be Subway for life. |
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White Castle, the innovative company that helped make the hamburger an American household staple, is now providing delivery as an option within its White Castle app. The in-app delivery option gives Cravers the convenience of having their favorite menu items, such as a 10-sack of Original Sliders, delivered to them at the same everyday low pricing they find at their local Castle. |
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As coffee lovers are preparing for National Coffee Day on Friday, Sept. 29, Peet’s Coffee announced the brand will accept rewards points on the holiday from rival brands with its new Disloyalty Program. On Sept. 29, consumers can use their rewards points from the following brands: Starbucks, Dutch Bros, Coffee Bean and Tea Leaf, Dunkin’, Tim Hortons, Better Buzz, Joe and the Juice, Bluestone Lane and The Human Bean. |
Transport, Mobility, Fuel Retail:
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Trip.com Group and Renfe Forge Partnership to Enhance Spanish Rail Travel Experience The collaboration is set to provide these global travellers with a comfortable and immersive way to experience the rich tapestry of Spain through Renfe’s train services, which travellers can access through Trip.com and Ctrip. |
Payments, Finance, Insurance, Wealth Mngm & Social Media:
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The credit card industry as well as co-brand universe in the United States could be on the brink of significant transformation. Proposed Credit Card Competition Act would require banks to facilitate card payments through at least one network that competes with Mastercard and Visa. |
Technology:
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This latest version of Bard allows it to interact with other Google applications and services such as Google Flights and Hotels. With the introduction of Bard Extensions, which was launched recently, Bard can now access and share information from Gmail, Docs, Drive, Maps, and YouTube. |
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The largest Korean membership platform, OK Cashbag onboards on MiL.k! Milk Partners Co., Ltd. (CEO, Jungmin Cho), which operates the blockchain-based loyalty integration platform ‘MiL.k,’ has announced that it will provide point exchange service with OK Cashbag on the MiL.k app. |
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Kognitiv Corporation (“Kognitiv”) delivers AI-powered loyalty and data activation solutions to enable highly effective personalization and optimization of the customer experience. Kognitiv is thrilled to add Kognitiv Ignite to its innovative, omni-channel SaaS platform. This transformative AI-native, outcome-based, one-to-one personalization software has been designed to reshape and propel brands’ customer engagement strategies across owned channels. |
Source: GLO
