All you need to know this week about loyalty & CX: GLO Interview: Salma Al-Hmoud, Head of Loyalty, Royal Jordanian Airlines • Spirit Airlines • Air India • ITA • Delta • Etihad • Alaska Airlines • United Airlines • Sabre • Emirates • Air Canada • Qatar Airways • IHG • Avani Minor Hotels • Accor • Hilton •
ONYX Group • Resorts World Cruises • Pret A Manger • Domino's • Expedia • ADCB • Glia • Mastercard • Kayak • Sinch • Deloitte • Loyalty reports • Loyalty Careers & Jobs.
GLOGLO Featured:
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Topics discussed: Introduction and overview of Royal Club – Reflecting on the past 12 months – About collaborations to promote Jordan – Collaboration with Status Match – Partnerships and ecosystem – Magic wand
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Topics discussed: Introduction and overview of Royal Club – Reflecting on the past 12 months – About collaborations to promote Jordan – Collaboration with Status Match – Partnerships and ecosystem – Magic wand
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Airlines, Alliances & Airports:
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Spirit Airlines Celebrates 25 Years of Soaring at Los Angeles International Airport The airline is offering members of its Free Spirit® loyalty program 1,500 bonus points on roundtrip flights and 750 bonus points on one-way flights to and from Los Angeles (LAX).
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Kenya Airways launches the Asante Lounge at Terminal 1C, Jomo Kenyatta International Airport (JKIA) The refurbished lounge, designed for comfort and convenience, aims to elevate the airport experience for passengers and reflect Kenya Airways’ dedication to customer obsession.
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Etihad and Batik Air Malaysia announce codeshare offering Etihad Airways and Batik Air Malaysia launch a codeshare partnership enhancing connectivity with new domestic and international destinations via Kuala Lumpur, facilitating seamless travel and luggage transfers for passengers.
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Italy and Croatia Airlines strengthen codeshare This strengthened codeshare agreement between ITA Airways and Croatia Airlines will provide both business and leisure travellers with more choices and convenience when flying within the networks of both airlines.
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Air India launches baggage tracking feature Air India is one of just a few airlines worldwide that provide this convenience directly to guests without any intervention from airline staff.
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Etihad Guest extends partnership with Pointspay to launch first of its kind solution Etihad Guest extends its partnership with Pointspay, introducing a new solution allowing members to earn and redeem miles at online retailers, enhancing shopping convenience and reward options.
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Emirates unveils Travel Store in Hong Kong, its first in East Asia Marks opening of the first Emirates Travel Store in the Far East region, with more stores planned across the airline’s network
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Avani Frankfurt City Hotel (Minor) Unveils Techno-Inspired Experiences Avani Frankfurt City Hotel has introduced a captivating series of techno-inspired activities designed to immerse guests in the vibrant culture of Frankfurt. These new offerings celebrate the hotel’s recent launch in Germany and highlight Frankfurt’s rich history as a global techno hub.
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Alaska Airlines announces major expansion of First Class and Premium seating This expansion will add 1.3 million premium seats annually to our mainline fleet, providing guests with even more opportunities to upgrade to a premium experience.
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Alaska Air Group reports second quarter 2024 results Expected to lead the industry with adjusted pretax margin of 15.8%
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United Airlines Announces Second-Quarter 2024 Financial Results; Achieves 2Q EPS Expectations 2Q pre-tax margin expected to be among industry leaders, despite excess industry capacity in the domestic market. Expect best unit revenue performance among large peers. United’s key revenue diversity advantages – Premium revenue, Basic Economy revenue and market share shift among domestic road warriors – gained additional momentum in 2Q. Sees mid-August as inflection point when industry-wide oversupply eases and United is best positioned to benefit
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Air Canada’s best and complete content now available through Sabre NDC
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National carrier (Qantas) gives another $2m to regional communities Another twenty-eight regional community groups from around Australia will benefit from a share of $2 million as part of the Qantas’ Regional Grants program. Now in its third year, the grants have supported 80 not-for-profit groups and projects across regional Australia giving $5 million in grants since it launched in 2019.
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The science of sunrise: Qantas creates cabin lighting inspired by Aussie landscapes to combat jetlag “Combined with the design of the cabins, specialised meal planning, and the movement program, this unique lighting sequence will help improve our customers’ comfort in the air and minimise their jetlag when they arrive at their destination.”
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Air Canada Foundation launches 2023 Impact Report The Air Canada Foundation’s 2023 Impact Report highlights its commitment to children’s health, protection, and dreams across Canada, detailing significant donations and diverse charitable initiatives.
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Qatar Airways to reveal ‘Qsuite Next Gen’ at Farnborough International Airshow 2024 A new ‘upgraded version’ of the award-winning Qsuite promises luxury redefined and brings a wealth of innovative features. Visitors are welcome to experience the ‘QSuite Next Gen’ at Farnborough, one of the aviation industry’s leading air shows, from 22-26 July 2024
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ITA Airways’ loyalty program VOLARE launches Status Match campaign Volare, ITA Airways’ loyalty program announces the launch of its Status Match campaign, dedicated to frequent flyers outside Italy.
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Hotels & Hospitality:
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Kimpton Hotels & Restaurants opens its first boutique luxury hotel in the heart of Budapest Designed by Marcel Wanders, Kimpton BEM Budapest honours Hungarian folklore while celebrating the city’s modern vitality, featuring elegantly appointed guest rooms, three innovative gastronomic concepts, alongside bespoke experiences
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A leading reservation platform redefines luxury hospitality, offering an all-in-one solution for reservations, events, bespoke guest experiences and more.
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Mandarin Oriental’s European properties receive the most acknowledgement; hotels in
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Homewood Suites by Hilton Brings More Options and Inclusivity to the Breakfast Experience From its new make-your-own taco bar to its beloved classic breakfast like scrambled eggs, toast and fresh fruit, Homewood Suites by Hilton is taking its complimentary hot breakfast to the next level by unveiling its delicious, healthy overnight oats and chia pudding. Starting today in the United States and later this year in Canada, this new option allows guests, especially those who have dietary restrictions, to start their morning on a nutritious and delicious note.
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IHG Hotels & Resorts expands Sydney premium estate with two Crowne Plaza rebrands IHG currently has 97 open or pipeline hotels in Australasia & the Pacific, including 22 Crowne Plaza properties. In the next twelve months, IHG plans to open new Crowne Plaza locations in Mawson Lakes (South Australia), Melbourne Carlton (Victoria), and Shell Cove Marina (New South Wales).
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Hilton is dramatically expanding its portfolio of luxury hotel experiences with the addition of nearly 400 boutique properties from the exquisite Small Luxury Hotels of the World (SLH) collection. Hundreds of these properties will be available on all Hilton direct booking channels, including Hilton.com and the Hilton Honors app.
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ONYX Hospitality Group expands regional footprint in Sri Lanka
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The San Francisco Peninsula is honored to host California’s 2024 MICHELIN Guide Ceremony The San Francisco Peninsula is delighted to host California’s 2024 MICHELIN Guide Ceremony. The region’s Travel & Tourism Board announced that the event will take place in Half Moon Bay at The Ritz-Carlton on Monday, August 5. The ceremony will reveal and celebrate the annual MICHELIN Guide selection of California restaurants, featuring accomplished chefs from across the state and international media.
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IHG Hotels & Resorts launches industry first ‘Low Carbon Pioneers’ programme Guests seeking more sustainable stays will find hotels marketed as low carbon or low carbon ready across IHG’s booking channels to make it clear which ones are energy efficient, have no fossil fuels combusted on-site and are backed by renewable energy.
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Hilton Continues Rapid Expansion in Brazil with Debut of its 20th Hotel in the Country Yoo2 Rio de Janeiro, Tapestry Collection by Hilton opens as the Tapestry brand’s first hotel in Rio de Janeiro
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19 Hilton Properties Recognized Across 16 Award Categories Leading global hospitality brand, Hilton, received widespread recognition in the Travel + Leisure 2024 World’s Best Awards, one of the most prestigious awards in the travel industry, selected entirely by Travel + Leisure readers.
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Mercure and ibis London Earls Court Hotel will feature 226 ibis rooms and 282 Mercure rooms Mercure and ibis London Earls Court Hotel will participate in ALL—Accor Live Limitless, a dynamic, free-to-join lifestyle loyalty programme that offers members access to a wide array of rewards, services, and experiences, enhancing their stay and loyalty to the Accor network.
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The Aubrey Hong Kong has enters the Top 10 in this year’s Asia’s 50 Best Bars list Greg Liddell, General Manager and Area Vice President Operations, added, “I am immensely proud of The Aubrey team for their commitment to excellence and passion for innovation in delivering an exceptional experience to all our guests.”
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Cruises:
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Resorts World Cruises launches Resorts World One itineraries in Arabian Gulf Indian cruise enthusiasts will soon enjoy a new maritime adventure with Resorts World Cruises, which is expanding its operations to the Arabian Gulf and the Gulf of Oman with the cruise ship Resorts World One.
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Retail, E-commerce, F&B, Healthcare:
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Pret A Manger changing its Club Pret monthly subscription terms: no more five free coffees Pret a Manger has announced that it is changing the popular Club Pret subscription service with a ‘new and simpler’ offer. Current members are not impressed.
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Domino’s loyalty refresh doubles members’ interaction On a Thursday (July 18) call with analysts discussing the quick-service restaurant (QSR) giant’s second-quarter 2024 financial results, CEO Russell Weiner reported a significant increase in loyalty reward redemptions for pickup orders since the brand revamped its program last fall.
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Payments, Finance, Property & Insurance:
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Expedia Group, Wells Fargo and Mastercard announce new suite of One Key credit cards Designed to complement One Key™, Expedia Group’s groundbreaking loyalty program, the One Key™ Card and One Key+™ Card will both offer more flexibility, savings and perks for U.S. travelers.
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ADCB unveils a groundbreaking Traveller Credit Card with unmatched benefits ADCB’s new Traveller Credit Card offers comprehensive travel benefits and cashback, including no FX fees, unlimited lounge access, and substantial savings on global travel expenses.
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Max Life celebrates 50th Super Customer Week with 10,000 walk-ins across 350 branches The recent Super Customer Week celebration was a week-long festivity, marked by a series of events and activities designed to build emotional connections and enhance customer trust.
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Klarna set-back ahead of IPO: Chase to decline credit card payments for 3rd party BNPL providers Klarna set-back ahead of IPO: Chase to decline credit card payments for 3rd party BNPL providers
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The report provides actionable steps for how banks, credit unions and insurance companies can enhance how customers experience their brand.
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Mastercard Becomes Official Partner of Esports World Cup in Riyadh In addition to holding weekly tournaments that put gamers’ skills to the test, Mastercard will also reward game lovers for their passion and enthusiasm for esports with an array of prizes.
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Loyalty Technology, Solutions & Consulting:
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HBX Group presents sustainability report Earlier this week, HBX Group, a global leader in the TravelTech sector, released its Sustainability Report. The report outlines the initiatives undertaken so far and the key elements of its ESG strategy for the next three years, emphasizing the tourism industry’s potential for positive impact.
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ZAGENO leverages advanced AI and a robust online platform to optimize lab supply procurement and deliver cost-effective efficiency.
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KAYAK for Business Enhances Its Enterprise Solution in Collaboration with Blockskye and PwC US New solution integrates airline APIs for seamless booking and launches Blockskye Pay to eliminate employee expense reports
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Sinch Introduces Sinch AI: Revolutionizing Customer Engagement with Intentional Intelligence Empowering Businesses with Advanced AI Tools for Unparalleled, Trustworthy Conversational Experiences
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Loyal Solutions technology powers an innovative cooperation between Tymit, a leading Fintech, and one very well known brand – Harley-Davidson
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Reports, Research, Insights & Opinions:
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Leaders are doubling down on data to drive profit and create customer loyalty. Forty-two per cent of executives believe the shift to online shopping has impacted their business strategy by adding more rigour and investment in consumer data.
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Arival insights: The LGBTQ+ experiences traveler Insights on the LGBTQ+ segment of the U.S. traveler: who they are, what they want, and how they research, book and share experiences: LGBTQ+ TRAVELERS DO AND SPEND MORE ON EXPERIENCES.
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Direct Travel Business Travel Survey Direct Travel’s survey reveals high optimism among business travelers for AI in travel management, a surge in bleisure travel, and a call for greater innovation in travel booking, especially by Gen Z.
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Deloitte: Corporate Travel Reaches its Cruising Altitude After a slow ascent, business travel appears poised to meet or exceed pre-pandemic levels, despite headwinds from high prices and sustainability goals
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Jobs & Careers:
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Starbucks is hiring: Director of Digital Customer Experience and Loyalty Location: Chiswick, England, United Kingdom. Click inside to apply.
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Airbnb is hiring: CS Experience Manager Location: USA (remote). Click inside to apply.
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IHG Hotels and Resorts is hiring: Director Loyalty Performance Strategy , Europe Location: Windsor, England, United Kingdom. Click inside to apply.
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dentsu is hiring: Customer Loyalty Strategy Consultant Location: London, England, United Kingdom. Click inside to apply.
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Virgin Red is hiring: Virgin Group Marketing Lead Location: London Area, United Kingdom. Click inside to apply.
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Visa is hiring: Director – Client Incentive Operations Location: London, England, United Kingdom. Click inside to apply.
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