Category: Frequent Flier Programs

An Infrequent Flier Should Never Be Loyal to an Airline

I don’t think I’m overstepping by suggesting that airlines have borderline disdain for infrequent fliers. Even though those people are actually critically important to the success of the airline, most carriers have given up on ever trying to gain their loyalty. It’s a purely transactional relationship from the airline perspective, …

Thinking About Loyalty and How Today’s Programs Do It Wrong

American’s decision to copy the structure of Delta and United’s so-called “loyalty programs” last week got me thinking about, well, loyalty. These programs have evolved to a point where they really aren’t about loyalty at all. If they cared about loyalty, then they’d do this differently. We got into this …

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