All you need to know this week about loyalty & CX: Join GLO Loyalty panel at WAF • APEX Awards • Emirates • Qatar Airways • Saudia • Lufthansa • Cathay • Air India • Etihad • Iberia • AirAsia • IHG • Hyatt • Four Seasons • Marriott • Melia • Raffles • Mastercard • Klarna • Cunard • Kroger • Sketchers • Union Pay • Allied Market Research • Xoxoday • Oracle, etc.
GLOFeatured:
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Attend World Aviation Festival 2023 as GLO member for FREE or with 25% discount!GLO Airlines & Airports members get Free Entry. All other members have 25% discount of listed price. Please contact us for member discount code. |
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WAF brings together world’s airlines, airports and their most senior executives in charge of software, services, marketing and distribution. GLO is hosting session focusing on loyalty with experts from Emirates, Lufthansa MIles & More, Mastercard, Etihad and Allianz Insurance discussing loyalty strategies in 2024 and beyond. |
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Join GLO’s WAF panel on 27/09 at 12:50 and listen to Emirates’ Dr. Nejib Ben-Khedher, SVP Emirates Skywards on latest trends in loyalty, Emirates initiatives in 2023 and plans for 2024. |
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Join GLO’s WAF panel on 27/09 at 12:50 and listen to Ben Lipsey, from Air France – KLM Flying Blue, on latest trends in loyalty, Flying Blue initiatives and marrying loyalty and sustainability in 2023. |
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Join GLO’s WAF panel on 27/09 at 12:50 and listen to Lufthansa’s Gerald Schloegl on Lufthansa’s Innovation Hub and Miles & More new offer – air travellers of Lufthansa Group Airlines now can collect NFT cards via new gamification experience on Uptrip app. |
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Join GLO’s WAF panel on 27/09 at 12:50 and listen to Mark Potter, Etihad on recent MoU with Air France, latest loyalty & CX campaigns and Etihad Guest Loyalty program’s “ultra-exclusive 300-piece NFT collection” mirroring the Boeing 787 Dreamliner associated with the Mission Impossible franchise. |
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GLO WAF Panel: Listen to Bruce Lahood, Mastercard, on 3 latest trends in loyalty Join GLO’s WAF panel in Lisbon on 27/09 at 12:50 and listen to Bruce Lahood, Mastercard on 3 key trends that will shape loyalty. |
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Join GLO’s WAF panel in Lisbon on 27/09 at 12:50 and listen to Ricky Horwitz, CSO of Global Travel, Allianz Partners, on how right travel insurance partner can help build brand loyalty. |
Airlines & Alliances News:
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Emirates and SriLankan establish reciprocal interline partnership Emirates and SriLankan Airlines have signed a reciprocal interline agreement to boost connectivity for passengers of both airlines. The partnership will enable access to new points on each other’s networks via Colombo and Dubai, utilising a single ticket and enjoying the convenience of baggage transfers. |
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The Best Of The Best In Aviation Honored At The 2024 APEX/IFSA Awards Ceremony The following airlines were selected as the top global airlines in their respective categories: EVA Air for Best Cabin Service, Singapore Airlines for Best Entertainment, Qatar Airways for Best Food and Beverage (presented in conjunction with IFSA), Cathay Pacific for Best Seat Comfort, Delta Air Lines for Best Wi-Fi. |
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Qatar Airways Receives Best Business Class by Business Traveller, Wins Three More Awards Qatar Airways Group Chief Executive, His Excellency Mr. Akbar Al Baker, said: “Our success at this year’s Business Traveller Awards confirms Qatar Airways’ stature as the world’s leading airline and provides yet another demonstration of our ongoing commitment to being the best. Qatar Airways is dedicated to providing nothing short of an unparalleled passenger experience built on the tenets of excellence and luxury.” |
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JAL earns WORLD CLASS 2024 award for the third consecutive year. JAL has been recognized as one of the world’s top airlines for its exceptional standards of service, guest experience, sustainability, and especially its best-in-class in safety and well-being. |
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SAS Earns Exceptional Five-Star Rating In Global Customer Ranking SAS President & CEO, Anko van der Werff, expressed his profound pride and gratitude, saying, “We are thrilled to achieve the highest rating in the global APEX customer ranking. This recognition is a testament to the tireless dedication of the SAS team in ensuring safe journeys, championing sustainability initiatives, and offering the highest service standards.” |
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SAUDIA Celebrates Third Consecutive “World Class Airline” Win At The APEX Official Airline Ratings™ This remarkable achievement solidifies SAUDIA’s position as a three-time consecutive recipient of this prestigious award, among the top seven global airlines that have received the same award. |
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The national carrier of the State of Qatar received three more awards: 2024 APEX World Class Award, APEX Award for Best Entertainment in the Middle East, and the APEX Award for Global Best Food & Beverage. |
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Xiamen Airlines shines at APEX 44th Annual Global Conference Xiamen Airlines is accredited with the 2024 APEX World Class award. This highest award category of APEX just granted only 8 airlines from all over the world, including Qatar Airways, Singapore Airlines, Emirates, Japan Airlines, KLM, Saudia Airlines, Turkish Airlines. |
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Southwest Airlines named “Best Airline for Families” in MONEY’s list of 2023 Travel Awards “Families on the go turn to Southwest for more than our low fares and flexible policies,” said Jonathan Clarkson, Vice President of Marketing at Southwest Airlines. “We know families traveling together are looking for a comfortable and smooth travel experience, and our People take great pride in delivering their legendary Hospitality every step of the way.” |
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AirAsia Superapp makes way for MOVE MOVE executive chairman Tony Fernandes said: “The name MOVE signifies us better … and reiterates our commitment to move people, ideas and innovation forward within the travel space. Imagine seamless access to travel and financial services on one single platform, with integrated financial features such as balance display, top-up and payments from BigPay and, further strengthening the value proposition of AirAsia move as the travel app of choice.” |
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SAS Receives Red Dot Award For Its Redesigned App The redesigned app offers a range of new features, including a simplified booking process, travel recommendations, real-time flight updates, and easy access to boarding passes and travel documents. It also boasts improved navigation and a visually appealing interface that reflects SAS’ new brand identity. |
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Emirates and Maldivian establish interline partnership Emirates and Maldivian have announced an interline partnership, enabling Emirates customers to access 16 popular holiday destinations in the Maldives beyond Malé. The agreement successfully follows on from last year’s signing of a Memorandum of Understanding (MoU) between the two airlines, to explore opportunities for mutual cooperation. |
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Qantas Group Annual Report – 46million passengers transported and loyalty program growth Qantas Loyalty continued its strong performance delivering an Underlying EBIT of $451 million, with points earned and redeemed exceeding pre-COVID levels. The result demonstrates the program’s unrivalled proposition with approximately one million new members joined in the last 12 months and an estimated one in five Australian SMEs6 now part of Qantas Business Rewards. |
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SkyTeam’s Sustainable Flight Challenge reaches new heights in 2023 From pioneering autonomous decarbonized baggage trucks to using Bluetooth technology to cut single-use plastic waste from in-flight entertainment headphones, the second Sustainable Flight Challenge by global airline alliance, SkyTeam, has generated more than 500 submissions to help drive a greener future for air travel. |
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Other components include a free rebooking option and a bike rental voucher for one weeklong bicycle rental across Dubai and Abu Dhabi. Business Class guests can also make use of an airport-hotel transfer in an e-limousine. |
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Premium travel master brand ‘Cathay’ launches globally, powered by new campaign ‘Feels Good To Move’ Chief Executive Officer Ronald Lam said: “As the habits and needs of our customers have changed over the years, so too have we. Our evolution into Cathay marks an exciting new chapter in our history, and reflects our renewed focus on the customer and our determination to fulfil our vision of becoming one of the world’s greatest service brands.” |
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Santa Barbara, Yosemite, Tahoe and more: Delta announces new and returning flights for summer 2024 The latest lineup bolsters Delta’s nonstop connections from its Atlanta hub to cities in the U.S. West. The airline will also launch a new Dallas-Seattle route and resume some additional flying from Salt Lake City and Detroit. |
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Emirates increases flights to Riyadh for Saudi National Day Conveniently scheduled so travelers can make the most of the celebrations, the additional flights will depart Dubai International Airport on 20 September, 21 September and 24 September. All flights will be operated on Boeing 777 aircraft and will run in parallel to Emirates’ existing schedule to the Kingdom |
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With one-in-ten adults taking vacation packages focused on culinary experiences, Air Canada and the Canada’s Best New Restaurants program offer a list of 30 great Canadian restaurant options to explore. Spanning 15 cities across seven provinces, the longlist features restaurants that are worthy of note by both domestic and international travellers. Inclusion in this list elevates exposure for the chosen restaurants on both the domestic and international stage. |
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Emirates extends Inflight Meal Preordering Service across Europe The initiative will be rolled out across more global routes in the coming months. The new service allows passengers in Business Class to preselect their main course between 14 days and 24 hours in advance of their flight departure, ensuring they get their preferred choice every time as well as helping to reduce food wastage. |
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Air India introduces self-check in This innovative feature allows passengers to smoothly navigate through a digital process, enabling them to independently generate boarding passes, attach baggage tags, and deposit their bags. Consequently, the need for traditional check-in at counters is now eliminated. |
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Go West: Lufthansa expands flights to the USA with three new connections Lufthansa Airlines is expanding its service from Frankfurt and Munich to the U.S. in summer 2024 with three new connections. Starting next summer, Lufthansa will offer a total of 27 USA destinations, decidedly more than before Corona. |
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Etihad Airways and Armani Casa’s Inflight Range Recognised with Good Design Award for Excellence in Design and Innovation
In awarding the program a prestigious Gold Award in the Product Design Category, the Awards Jury commented: “The Armani Casa for Etihad Airways Inflight range is reminiscent of the French Pillivyt range of crockery. The simple 1960s design of the serving plates, cups and glasses will remain timeless over many years. A cohesively functional yet refined style, it’s a really fantastic result with the limitations at hand.” |
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It’s Oktoberfest 2023 kickoff time – Lufthansa Trachtencrews take off again from Munich Instead of the classic Lufthansa uniform, the female flight attendants wear dirndls, while the men wear lederhosen. Above the clouds, it’s Oktoberfest time, too. Lufthansa is serving Bavarian specialties in First and Business Class until the end of September. In Terminal lounges it’s Oktoberfest, too where traditional Bavarian delicacies will also be served. |
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Qatar Airways Holidays Launches Travel Packages for Expo 2023 Doha By choosing an all-inclusive package through Qatar Airways Holidays, travellers will not only secure their flights and accommodations but also gain complimentary access to the immersive world of Expo 2023 Doha. |
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Oman Air’s Global Sale Offers Up To 20% Savings On Fares Across the Network Oman Air has announced the launch of its latest Global Sale campaign, offering discounts of up to 20% on Economy Class fares and up to 15% on Business Class fares across its network. |
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JetBlue Launches Highly Requested Northeast Service Connecting New York and Washington, D.C. This weekend, JetBlue launched its highly requested route connecting New York’s John F. Kennedy Airport (JFK) with Washington, D.C.’s Ronald Reagan National Airport (DCA). The airline’s launch of service between New York and Washington delivers a customer-centric alternative for travelers across the busy Northeast Corridor, increasing competition and choice for travelers through JetBlue’s high-value and low-fare offerings. |
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350 T-Shirts of 20 LALIGA Teams for Passengers on Iberia Flight IB6585 to Bogotá Passengers on Iberia’s flight to Bogotá, which took off from Madrid at 12:30, had a big surprise in store: on each of their seats they found an official t-shirt from one of the 20 LALIGA teams. This action is part of the sponsorship agreement between Iberia and LALIGA for Latin America and is one of the many events taking place in Mexico, Bogotá, and Buenos Aires. |
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Saudia Group Celebrates Saudi National Day With On Ground And On Air Activations SAUDIA, the national flag carrier of Saudi Arabia, participated in the celebrations with an air show which featured both military and commercial aircraft. The airline has also provided guests with special travel offers on domestic flights, as well as offers for additional miles for its Al Fursan loyalty members – SAUDIA’s frequent travel guests program. |
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Ryanair Adds 7,000 Extra Seats For The 2024 Six Nations With extra seats to/from Cardiff, Dublin, Edinburgh, Glasgow, Marseille, Paris, and Rome covering all the big matches, this is great news for anyone that can’t make it to the 2023 Rugby World Cup currently taking place in France, but don’t want to miss out on the action next Spring at the Six Nations Championship.
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Philippine Airlines introduces PAL Holidays in collaboration with Expedia Group This initiative reflects Philippine Airlines’ commitment to providing exceptional travel experiences while ensuring convenience and efficiency for their customers. |
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Air India Rolls Out Project ‘Abhinandan’ To Elevate Airport Experience For Guests As part of the project, Air India has deployed specially trained Service Assurance Officers at 16 major Indian airports, who will offer on-ground assistance across airport touchpoints to Air India guests who may require it – at check-in area or lounges, near the boarding gates, during transit, or at the arrival hall. |
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Detroit Metro named best major U.S. airport in J.D. Power survey “It has not been an easy year for North American airports, but major capital improvements they’ve made over the last several years and new investments in getting food, beverage and retail operations back up and running at full capacity have helped them manage the crush of passengers,” said Michael Taylor, J.D. Power’s managing director of travel, hospitality and retail. |
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Ontario International flies high in new customer satisfaction ranking of North American airports According to the highly regarded J.D. Power 2023 North America Airport Satisfaction Study released today, ONT earned a score of 834 out of 1,000 possible points, the highest score of any California airport in the three airport categories surveyed – mega, large and medium. |
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United Announces New Leadership Promotions Josh Earnest promoted to Executive Vice President of Communications and Advertising and Terri Fariello promoted to Executive Vice President of Government Affairs and Global Public Policy |
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Cathay passes 10 million milestone Compared to August 2022, Cathay Pacific saw a remarkable surge in passenger numbers last month, with a staggering 603% increase, totaling 1,784,980 passengers. |
Hotels & Hospitality News:
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‘50 Best’ Announces World’s Top Hotels For 2023 The list of The World’s 50 Best Hotels has been announced at a captivating awards ceremony in London, and includes industry-defining hotels from 35 different locations across six continents worldwide. This long-awaited list is 50 Best’s first foray into the travel space, and its first new global ranking since the launch of The World’s 50 Best Bars in 2009. |
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Lubosh Barta, Regional Vice President and General Manager at Four Seasons Hotel Bangkok, shares his excitement, saying, “This recognition is a testament to the dedication and hard work of our exceptional team, who have consistently delivered unparalleled hospitality since our opening in December 2020.” |
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Hyatt Regency Brand Expands Footprint with First Property in Panama Hyatt Regency Panama City will offer 382 guestrooms and suites spread across two towers, as well as a pool, state-of-the-art gym, variety of restaurants including a wine bar and coffee shop and 20,000 sq ft. of meeting and event space including two ballrooms, an outdoor terrace for events and a Hyatt Regency Broadcast Lounge, allowing guests the option to attend a live conference in a hybrid manner. |
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“We are thrilled to be working with PT. Pakuwon Jati Tbk. on this landmark agreement,” said Ramesh Jackson, Area Vice President, Indonesia and Malaysia, Marriott International. “This milestone signing underscores our commitment to strategically expand our footprint in Indonesia, and we are pleased to also support the local government’s efforts to accelerate the country’s economic transformation especially with the designation of Indonesia’s new capital city in Nusantara.” |
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Raising the Barre: Avani+ Fares Maldives Resort Brings Ballet Retreat to Baa Atoll The resort, which opened in April 2023, beckons sunseekers to indulge in the art of ballet and experience a classical touch in an upbeat island setting. Representing a shift towards holistic wellness that goes beyond the gym and spa, this event marks the first in a series of innovative retreats planned at Avani+ Fares Maldives Resort this year, and beyond. |
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Holiday Inn & Suites Geelong opens in the thriving regional centre of Victoria, Australia IHG Hotels & Resorts and Franzé Developments have opened a brand-new Holiday Inn & Suites in Australia. The opening of Holiday Inn & Suites Geelong marks a significant milestone as the first major new-build hotel in the area in almost 20 years invigorating Geelong with one of the world’s most recognised and trusted hotel brands. |
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Hyatt Adds Hotels in New Markets with Hyatt Place and Hyatt House Openings Across the U.S. “As part of Hyatt’s commitment to listen to our owners and take action on their feedback, Hyatt continues to identify white space in sought-after markets,” said Jim Tierney, senior vice president, development and owner relations, Hyatt. “Based on our intentional growth strategy, we focus on growing in new markets and expanding our base with new developers and owners without creating intra-brand competition.” |
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Andaz Macau Opens Doors as Largest Property within Andaz Brand Portfolio “We are excited about collaborating with Galaxy Entertainment Group and introducing the Andaz brand to Macau,” said Stephen Ho, President of Growth and Operations for Asia Pacific at Hyatt. “This is a momentous occasion for us, and we believe our immersive and inspiring hotel experience will appeal to locals and tourists alike.” |
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Meliá Estimates Business Trips Will Equal Historical Results Of 2019 In Last Quarter Of The Year Meliá PRO, the professional channel of Meliá Hotels International, addressed to travel agencies, businesses, tour operators, and meeting and event organisers, grew by 67% in 2022 and its good recovery rate is continuing in 2023. In the last quarter of the year, the company expects the business trip segment to equal the historical results of 2019. |
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“We are delighted to extend the legendary Raffles brand into the Americas with Raffles Boston, and are incredibly grateful to the dynamic ownership teams from Cain International, Noannet Group and Saunders Hotel Group for their trust in, and commitment to, the Raffles brand.” said Omer Acar, CEO of Raffles & Orient Express. “Raffles properties act as vessels for generations of world travelers to explore destinations through the highest level of hospitality and gracious service.” |
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NBA G League and Hyatt Announce Multi-Year Sponsorship As a cornerstone of Hyatt’s sponsorship, the 2023 Winter Showcase will take place Dec. 19-22 at Hyatt Regency Orlando and the Orange County Convention Center, bringing the NBA G League’s premier in-season scouting opportunity to the Southeast for the first time. |
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Hyatt’s Impression by Secrets brand Launches Exclusive Dining Experiences The immersive gourmet getaway weekend will be hosted by award-winning Chefs Jeremiah Stone and Fabian von Hauske Valtierra of six-time Michelin-star-rated Contra and Wildair restaurants in New York City. For this first installment, the chefs, known for their “innovative tasting menus and ambitious small plates”, will co-create a tasting menu alongside the talented Impression Moxché by Secrets Chefs and local experts, Karla Enciso and Orlando Trejo. |
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Raise A Glass With Negronis At Nautilus As Four Seasons Hotel Jakarta Celebrates Negroni Week As part of the “Poured by Four Seasons” campaign across Southeast Asia, Nautilus will celebrate Negroni Week from September 18 to 24, 2023, giving cocktail enthusiasts a week to sip their way through the signature selection. |
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Aloft Hotels Makes Its Grand Debut in Singapore With the Opening of Aloft Singapore Novena “We are excited to grow our global portfolio and introduce the Aloft Hotels brand to Singapore,” said Matthew Boettcher, Vice President and Global Brand Leader of Aloft Hotels. “Singapore goes beyond its title as a global financial hub, as it also offers travellers a melting pot of cultures, cuisines and ideas, making it a perfect destination for a dynamic brand like Aloft.” |
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Four Seasons Hotel St. Louis Celebrates World Sake Day With Special Tasting Flight To celebrate World Sake Day on Sunday, October 1, 2023, Four Seasons Hotel St. Louis will offer a special tasting flight of three sake varieties each paired with an amuse bouche designed to enhance the individual flavour profile. |
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Hyatt Strengthens Luxury and Lifestyle Growth with Strategic Expansion across the Americas Region Through the completed acquisition of Mr & Mrs Smith, a global travel platform that provides direct booking access to a carefully curated and growing collection of global boutique and luxury properties, World of Hyatt members will have even more rewarding stays and experiences to choose from. |
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All season long, fans can get closer to Super Bowl LVIII by staying in NFL-themed Courtyard Fan Rooms or staying at any Courtyard by Marriott hotel in the U.S. These incredible experiences, only bookable through Marriott.com and the Marriott Bonvoy Moments platform, will champion fans wherever they celebrate this NFL Season. |
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Following the successful launch partnership in 2022, Four Seasons Hotel London at Park Lane will once again be the official hotel partner of No.9 Cork Street gallery. Continuing in October 2023 to coincide with Frieze London and Frieze Masters, the much-anticipated partnership will offer Hotel guests booking Speciality Suites special access to various art experiences, special viewings and private views. |
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As advocates for hydration, Delta Hotels by Marriott and waterdrop® aim to inspire leisure & business travelers to prioritize wellness while on the go and experience a new way of hydrating. |
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avid hotels Celebrates Fifth Anniversary with Opening of First New York Hotel Karen Gilbride, VP of avid hotels, Atwell Suites & Garner commented: “…The opening of avid hotel Brooklyn – Dyker Heights demonstrates our brand’s focus on growing our presence in the Americas region. We created this brand to meet the needs of our guests looking for the basics done exceptionally well at a fair price and in convenient locations…” |
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The Spa At Four Seasons Hotel Macao Garners 2023 SpaChina Wellness & Spa Award The Spa at Four Seasons Hotel Macao has once again achieved recognition for its excellence in the spa industry. Recently, it was honoured with the SpaChina Reader Award at the SpaChina Wellness & Spa Awards 2023. Situated in an urban oasis, the spa offers a sanctuary of peace and serenity, providing luxurious treatments, wellness services, and personalised therapies. |
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Bandista At Four Seasons Hotel Houston Announces Exclusive Bar Pop-Up Exchange With Washington Bandista, the speakeasy bar and lounge at Four Seasons Hotel Houston, will welcome the bar team from Washington, DC’s Michelin-starred Bresca, Jônt, and the upcoming Press Club for an exclusive two-night pop-up engagement October 4 and 5, 2023. |
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Introducing Hear This! from Virgin Hotels and Sofar Sounds Virgin Hotels’ Know members will get exclusive early access to tickets, ahead of the public sale. And Virgin Red members will be able to use their Virgin Points to buy a ticket for the shows. |
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Hyatt Announces Plans for First Hyatt House Hotel in Australia “The brand brings all the comforts of home to guests who do not just want to stay somewhere, but to live somewhere, even if only for two nights. That means more space for living and working, delivered with flexibility, comfort and thoughtful touches,” said David Udell, group president, Asia Pacific, Hyatt. |
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“Well” on the Way: IHG Hotels & Resorts’ EVEN Hotels Continues Momentum New Signings, Groundbreakings and Openings Introduce Brand’s Refreshed Prototype and Amenities to More Wellness-Minded Travelers |
Cruises:
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Cunard Announces Roll Out of SpaceX’s Starlink Across Its Fleet Starlink, the leader in Low Earth Orbit (LEO) satellite technology, will provide guests with greater capacity across Cunard ships, allowing for sharing photos and videos, streaming films, and enjoying other content on board with a more reliable Wi-Fi connection at even faster speeds. |
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Cunard Announces Three-year Partnership with British Film Institute for Queen Anne The luxury cruise line has announced a three-year partnership with the UK’s lead organization for film, TV, and the moving image. The collaboration will see a curated program of short films and beloved blockbusters shown exclusively on the outdoor screen in The Pavilion aboard Queen Anne. |
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Oceania Cruises Announces Seven New 2025 Summer Sailings to French Polynesia and Hawaii Sailing with Oceania Cruises is the ultimate way to visit these stunning destinations that offer a utopia of cultural encounters, memorable adventures and pristine natural surroundings. |
Retail & F&B:
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Kroger and Albertsons Add New Meal Capabilities to Drive Loyalty Jill Pavlovich, the grocer’s Senior Vice President of Digital Customer Experience, stated, “This all-in-one tool empowers the everyday home cook to plan, shop and prepare inspiring recipes without the added expense or commitment of a meal delivery service.” She further explained, “Our Meal Plans tool offers greater versatility as price-conscious families can plan a week’s worth of flavorful meals based on their budget.” |
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New Cracker Barrel Rewards™ Brings Guests the Rewards They Crave with the Care They Deserve Now, every visit to Cracker Barrel Old Country Store® can be even more rewarding with new Cracker Barrel Rewards™. Members of the unique program can earn Pegs (like points) through restaurant or retail purchases and redeem them for rewards. Plus, members can enjoy more of what they love from Cracker Barrel with Birthday, Anniversary and Surprise Bonus Rewards, and one-of-a-kind digital experiences just for being a member. |
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Skechers Joins Brands Launching Restaurants to Build Consumer Connections In Gardena, California, at a Skechers store, customers can do more than just purchase shoes; they can also enjoy a burger and fries, marking another example of a non-food company venturing into the restaurant business to enhance brand loyalty. |
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La Boulangerie Boul’Mich Celebrates Customer Appreciation Month Throughout the month of September, La Boulangerie Boul’Mich is celebrating its guests by planning a series of promotions and offers as a token of gratitude for the unwavering support, and a special gift on National Coffee Day, Sept. 29. |
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HomeZone Switches to Package.ai and Sees Failed Deliveries Drop 67% and Positive Reviews Grow 450% The implementation of Package.ai’s chatbot Jenny now means HomeZone’s customers can interact in real time to ask questions, make changes to their delivery and chat with a customer service representative or the delivery driver when needed. This has had a massive impact on customer satisfaction. Before Package.ai, only 10% of HomeZone’s customers were leaving positive reviews. This has now grown to 55%. |
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C.F. Martin & Co.® Launches New Loyalty Program to U.S. Residents The new program replaces their long-running Martin Owners Club with the aim of bringing Martin closer to their fans, serving them better, and helping everyone unleash the artist within. The Martin Backstage program offers members more perks and is free to join with the option to upgrade to a premium membership called Martin Backstage All Access. |
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Panera Adds One-Swipe Ordering as Restaurants Race to Provide Frictionless Experiences This development is part of a broader trend in the restaurant industry towards providing seamless digital experiences. Restaurants, including Panera, are adopting various technologies like in-car ordering via vehicle dashboards and voice-assistant ordering through smart home devices. |
Transport, Mobility, Fuel Retail:
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Dan Ball, vice president of aftersales at Mitsubishi Motors North America: “MiCAR delivers a completely digital, connected service experience, and when combined with the convenience and power of Xtime’s easy-to-use appointment scheduling capabilities, is a win for both our dealer partners’ efficiency and their customers satisfaction.” |
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AutoNation Named Industry Leader in Reputation’s 2023 Automotive Reputation Report “AutoNation has set itself apart by engaging with and taking action from customer feedback like online reviews, establishing itself as one of the top public dealer group in the industry,” says Joe Fuca, Reputation CEO.
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Payments, Finance, Insurance, Wealth Mngm & Social Media:
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UnionPay International Brings Borderless Payment Experience to Global Cardholders UnionPay International (“UPI” or “the Company”) has announced that 170 international wallets can now be directly used at merchants that accept UnionPay in China, offering a truly borderless payment experience for global cardholders. This brand new change brought by UPI’s rapid expansion of its cross-border business massively enhances the payment experience for global travelers in China’s mainland. |
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Shaping a circular future: Klarna debuts several new conscious shopping tools Klarna’s commitment to empowering consumers with tools to shop more consciously is further amplified by new updates to its intelligent search and compare tool online and in the Klarna App. |
Reports & Research:
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Mastercard report: 3 trends that will shape travel loyalty programs Bruce Lahood, Mastercard’s loyalty expert, is sharing his insights into travel loyalty programs and highlights 3 key trends: 1/ Lifestyle Loyalty, 2/ Relevance & Recognition, 3/ Simplicity & Accessibility. |
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The Loyalty Management Market is poised for robust growth in the coming years. As businesses seek to fortify their customer relationships and drive sales, the adoption of Loyalty Management systems is expected to surge. |
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73% of card users say they prefer cards with linked offers — but just 41% used them Card reward programs — particularly personalized ones — build customer loyalty, as most consumers shop with brands and merchants where they are members of a loyalty or rewards program. |
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PYMNTS Intelligence conducted a survey of over 2,000 U.S. consumers in July. The findings unveiled that nearly 60% of individuals who are inclined to participate in a product-specific card-linked offer program within the next three months — roughly constituting half of the consumer population — express a high likelihood, described as “very” or “extremely,” of using card-linked offers for their grocery purchases during the same timeframe. |
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Prepaid Card Market to Reach $14.4 Trillion, Globally, by 2032 at 19.5% CAGR: Allied Market Research These cards provide benefits such as increased sales, improved employee performance, a rise in loyalty, and others, which boost the growth of the market in this sector. |
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“To stand out as a leader in digital grocery today requires a highly flexible and convenient user experience,” added Charlie Kaplan, Chief Revenue Officer at Wynshop. “The top grocers on the leaderboard in 2023 have all invested in robust technologies that allow them to meet customers’ demands.” |
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To attract new customers and foster loyalty, restaurants can benefit significantly from card-linked offers, as revealed by PYMNTS Intelligence. |
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Loyal High-Income Consumers Spend Nearly $800 per Subscription Every Year In terms of subscription categories, loyal consumers exhibit distinct preferences. Among them, beauty products emerge as the most sought-after, with 71% opting for subscriptions in this category. Food and beverages closely follow suit, garnering the preference of 54% among loyal customers. Clothing subscriptions also hold a strong appeal, with 51% expressing interest in this category. |
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Personalized Card Rewards Drive Travel Sector Loyalty A substantial 65% of credit or debit card users prefer to patronize brands or merchants with whom they hold membership in loyalty or rewards programs. Moreover, the 34% of consumers are open to trying out new brands or merchants, while 23% fall into the category of occasional shoppers who infrequently visit specific brands or merchants. |
Technology:
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Oracle Introduces Generative AI Capabilities to Help Organizations Improve Customer Service “To create outstanding customer experiences, CX professionals – and customers they engage with – need quick access to accurate information,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. “With the ability to summarize, author, and recommend content, generative AI has the potential to significantly enhance customer service engagements. |
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Xoxoday announces a partnership with Comviva to enhance customer engagement solutions The customers shall have the flexibility to choose from a diverse selection of over 21,000 rewards within a catalog that spans across over 20 categories in more than 100 countries worldwide. This will allow customers to avail rich rewards, enjoying real-time customer experiences that seamlessly integrate both points accumulation and reward redemption. |
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Franchise Marketing System by Authentic Visits is Revolutionizing In-Store Experiences The launch of this technology is transforming the retail industry by improving the in-store experience, increasing foot traffic, and preventing negative customer reviews. Unlike other in-store solutions, no app is required, and no sign up is required, making customer participation instant and fun. |
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Kognitiv Recognized in 2023 TMW 100 List of Most Innovative Companies in Marketing Technology Kognitiv is thrilled to announce that it has earned a spot on the 2023 TMW 100 List, which recognizes companies that are raising the stakes in marketing technology innovation across the globe. |
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MiL.k and Agate signed the MoU for cooperating to develop Engaging Web3 Ecosystem This partnership aimed at cooperating to expand the Web3 ecosystem by utilizing each companies’ expertise in gamification solution and blockchain-based loyalty ecosystem. |
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Oracle Brings Generative AI Capabilities to Healthcare New capabilities combine the power of generative AI and voice to help providers focus more on patient engagement, building trust, and improving care. |
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“Virgin Australia guests sit at the heart of our business and it’s essential that our technology partners, like Sabre, can support us in delivering value and choice to customers,” said Dave Emerson, Chief Commercial Officer, Virgin Australia. “Our deeper alliance with Sabre will enable us to create better offers for customers, and then have the mechanism to ensure the right travel buyers and travelers can access them.” |
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Loblaw, Canada’s largest retailer, exchanges its data centers for Oracle Cloud Infrastructure to see a 35% performance improvement. Oracle Cloud Infrastructure rose to a challenge other infrastructure providers could not by running the largest single-instance SAP database in any cloud. |
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Ping Identity’s New Solution Propels a Passwordless Future for Better Customer Experiences “Our new solution makes it easier for organizations to deliver passwordless experiences for their customers,” said Andre Durand, CEO and founder of Ping Identity. “Frictionless customer experiences are a holy grail for many digital transformations and can lead to happier customers, stronger brand loyalty and ultimately, more digital business.” |
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Oracle Enables Marketing and Sales Teams to Accelerate Revenue with Guided Campaigns Guided Campaigns features within Oracle Fusion Cloud Customer Experience (CX) that help improve efficiency and collaboration between marketers and sellers. |
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VTEX’s Live Shopping App Drives 300% Revenue Increase for Fashion Brand PatBO Brands can increase order volume up to 125% with VTEX Live Shopping App, showing the power of this feature to reinforce brand strength and customer loyalty. |
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By implementing data-driven solutions, Quantzig has revolutionized the client’s inventory management, media return on investment (ROI), and in-store execution planning, resulting in increased revenue and brand loyalty. |
Source: GLO
