Understanding Airline Customer Loyalty - How to Design, Build, Maintain and Grow a Frequent Flier Program

Frequent flier programs have grown to become instrumental tools for airlines to be able to compete. Programs today are not just mechanisms to reward loyal travelers but have become profit centers and valuable businesses supporting airline profitability.  

As the global airline operating environment change and airline business models evolve programs are now more important than ever to support the bottom line of airlines. 

In this course we will answer some of the key questions on establishing, running, and growing a loyalty program as well as share some insights into the future of frequent flier programs. 

Whether an airline is starting a new program, have an established program or want to learn more about how loyalty programs influence the industry the course will provide with valuable insights.

At the end of this course, participants will be able to:

• Explain why frequent flier programs are important tools for airlines to increase customer loyalty
• Understand the origin of flyer programs originate and how have they developed
• Understand how programs are used to drive incremental revenue and make money 
• Provide insight into how the value of miles are calculated and the surrounding accounting and regulatory environment
• Evaluate the operational infrastructure and commercialization process of a frequent flier program 
• Analyze the partners strategy, structure, and process to optimize these relationships
• Review the commercial offering of a frequent flier program and how programs are changing into the future

• Frequent flier program managers 
• Sales managers
• Revenue management specialists
• Communication specialists
• Strategy managers
• Operations teams
• Customer support teams
• Technology teams