7. How are co-brand credit cards organized in Comarch Loyalty Management?

Comarch Loyalty Management allows credit cards issued to loyalty program customers to be linked with their loyalty accounts. The linking process assigns a credit card identifier (not the actual credit card number) to the customer’s account. This means that transactions carried out via a credit card partner can be processed without the customer’s main loyalty identifier. Information about credit cards linked to a customer’s loyalty account can be used during processing of transactions or other events, which makes it possible to award some benefits (such as bonus points) just to those customers.

Loyalty Management For Travel

What is Comarch Loyalty Management For Travel?

Over the past three decades, Frequent Flyer Programs (FFPs) have become an inseparable part of the airline industry’s image. Comarch Loyalty Management (CLM) for Travel supports and expands the concept of the FFPs by bringing a high-end, cloud-based loyalty management system designed for every type of travel-related business.

Comarch Loyalty Management for Travel allows you to create and manage immersive, user-oriented loyalty programs that can help you improve both customer engagement and your marketing strategy. Supporting B2C and B2B operations, the system incorporates the latest Artificial Intelligence & Machine Learning algorithms so you can easily identify patterns in your clients' history of transactions and come up with offers that better correspond with their needs.

The For Travel edition is an expanded version of the classic CLM system, which includes a variety of features created specifically for the travel industry professionals.

Create highly engaging airline loyalty programs - and much more - to raise awareness about your brand today!

What are key benefits of Comarch Travel Loyalty software?

A perfect solution for the travel industry - Empowering industry professionals to create engaging loyalty programs adjusted to their clients' needs. It guarantees smooth and reliable data exchange with hundreds of partners and customers all around the world.
Highly applicable in various marketing scenarios - Providing you with a full set of promotional tools that help you reach a wider audience.
Putting emphasis on practicality and security - We deliver a highly scalable and secure architecture that supports your constantly growing expectations. Its user-friendly design allows you to store DATA in one secure place to which you can get quick access from anywhere in the world.
Always up-to-date - We are perfectly aware of the latest trends. This is why Comarch Loyalty Management for Travel Edition enables facilitated integration with your social media channels and offers a dedicated mobile application that you can use to your advantage.
Cloud-based system - designed to be fully compatible with Comarch Infraspace Cloud and also with all major public cloud providers (AWS, Microsoft Azure, Google Cloud) and take advantage of all capabilities, including Autoscaling, High Uptime and Availability, Backup and Disaster Recovery.

Benefits of airline loyalty programs

Personalized Offers for Travellers

CLM for Travel includes Offer Personalization - a unique, based on advanced Artificial Intelligence and Machine Learning technology, feature that allows users to detect patterns in the customers' behavior for they could later prepare highly personalized offers.

Experiment with various product categories and Frequent Flyer Program scenarios and provide product recommendations that are most likely to hit the spot. Plus, use it to calculate the Customer Lifetime Value as well as determine what's the best time for presenting clients with your company's offers.

Facilitated Loyalty Program Customization

By using our CLM system, you will decide what the rules for marketing activities and loyalty programs are. Our product will help you set your business priorities and create personalized offers based on geolocation.

You will also have access to the Promotions Calendar which provides a complete overview of all of your active programs and campaigns. You can use it to set automatic initiation of your programs if that’s what you need at the time. The system is flexible and fully adaptive to your requirements.

Flexible Currency Management

Since many of the large enterprises run their business processes on a global scale, CLM was designed to allow for quick currency conversion.

It enables you to create many different types of loyalty points, and then it facilitates the process of purchase on the user’s side. You can as easily use CLM to transfer points to another account or make a refund, if necessary.

Full Customer Insight

The system provides full customer data and analyzed sales statistics to make sure you are always up-to-date with the performance of your loyalty programs.

Not only does it give you quick access to your history of transactions, but it also allows you to easily create, manage, or merge membership accounts. CLM supports multiple ID classes (plastic cards, virtual cards), plus, it enables you to organize your customer data efficiently using a simple & intuitive interface.

Robust Multitenancy

Comarch’s CLM solution allows you to run and host multiple B2B and B2C loyalty programs using a single platform. It enables you to give access to loyalty programs to any authorized parties in a split of a second.

Using CLM, you can set various loyalty program proportions for different countries or regions. It is the most cost-effective solution in terms of hardware and 3rd party software that significantly lowers the cost of system maintenance.

Complete Partner Data Oversight

We know that large enterprises are always in contact with their partners and that sometimes results in making necessary adjustments to meet their expectations. That is why CLM also serves as a dedicated module for providing partners with relevant data and tools in no time.

In the CLM, you will have access to your partner’s billing configuration as well as the Data Hub - a tool responsible for streamlining the data file exchange processes. It allows users to quickly and easily integrate new partners, reducing the time and cost of new integrations.

Advanced Administration & Reporting

If you’re looking for a solution that will guarantee real-time processing of all of your loyalty transactions, that solution is CLM. The system can definitely serve as an extensive database for your products and stores involved.

Not only is CLM enabled with autonomous fraud detection & prevention mechanisms, but it is also designed to support black-lists administration. Plus, it ensures constant monitoring of loyalty program members’ activity. Any kind of anomalies will be instantly reported to you via alarms & notifications.

Intuitive Rewards Management

Comarch’s CLM system enables you to come up with various types of rewards that you can give to your most involved customers. Those include discounts, cash-backs, giveaways, and vouchers.

The system is a simple yet powerful platform that functions as an extensive reward catalog with many schemes and options to choose from. Create personalized reward offers that will encourage your audience to become even more involved.

Loyalty Fraud Detection

The Loyalty Fraud Detection functionality utilizes the Artificial Intelligence & Machine Learning algorithms so a user could easily identify atypical patterns in your loyalty program members’ behaviour (accrual and redemption transactions, collecting points, account registrations, and more) in order to prevent any financial drawbacks from happening.

By implementing this feature, you will be instantly reported about any out-of-the-ordinary incident and, as a result, you and your team will be able to react in no time to any potential loyalty fraud cases - before they will cause any damage.

Customer Service

Our Contact Center application was specifically designed to facilitate processes related to the support of loyalty program members, which include communicating with the customers in real-time, as well as managing their data. It involves following a multi-step approval procedure for selected actions performed by Contact Center agents, which serves as an implementation of the four-eyes principle.

Plus, thanks to our intuitive chat - and the AI-powered Chatbot – customers can be served straight away via the member portal, mobile application, or various communication apps such as Facebook Messenger.

Create personalized offers for your frequent travelers

Using both Comarch Loyalty Management for Travel creates entirely new business opportunities for establishing an active, personal form of communication with the members of your Frequent Flyer Programs. By having access to full customer insight, you can build loyalty offers exclusively for any of your customers.

Reward travelers for using your services and learn from their history of transactions how to create an offer that suits that individual their profile best.

CLM for Travel offers comprehensive & highly efficient mechanisms supporting FFP agreements between airlines and many more functionalities that can be used in any type of travel-related business - hotels, car rentals, taxi & luggage delivery services, catering services and many more.

Special benefits of airline loyalty programs

Keep your customers well‑informed at all times

DEPARTING PASSENGERS

Using the CLM Mobile Application, you are able to estimate where exactly the departing passengers are located and then send them a number of dedicated mobile messages concerning their upcoming flights. Notifications will include boarding time, departure time and the gate number*. You can also set a 'go to gate' reminder to trigger itself automatically.

ARRIVING PASSENGERS

Use the CLM Mobile Application to provide passengers with detailed information about where they can pick up their luggage and what is the expected waiting time*.

*If CLM Mobile Application is connected to SITA Common using the beacon registry, no further actions are needed.

Inform your passengers with frequent flyer programs

Frequently Asked Questions

1. What accrual options are related with travel services supported by Comarch Loyalty Management (CLM)?
Comarch Loyalty Management provides the capability for passengers to accrue points from airline service transactions, including:
- Flights
- Ancillary Services (SSRs)
Accrual rules for flights can be set up based on the following flight data provided with a transaction:
- Distance
- Fare
- Cabin class
- Booking class
- Other flight data provided with the transaction. Examples include departure airport, destination airport, booking date, departure date, booking channel, etc.
Comarch Loyalty Management also supports points accrual for transactions with hotels, car rental services, retailers, gas stations, etc.
2. Does CLM support FFP integration between airlines?
CLM supports the following processes required for the FFP integration between the main airline (usually the loyalty program owner) and other airline partners:
- Accrual OUT – Comarch Loyalty Management generates an accrual feed for other airlines, which receives information from the main airline’s data about flight activities connected with a loyalty number. CLM is also able to process the handback file from an other airline, and store information about whether accrual was accepted or rejected by the other airline.
- Accrual IN – CLM processes transactions provided by other airlines, allocates points to customers and generates the handback file together with information about each accrual transaction and whether it was accepted or rejected.
- Retro OUT – CLM exports retro claims submitted by the main airline’s customers for flights taken an other airline, and processes the response file provided by the other airline, which contains information about whether each retro claim was accepted or rejected and the reason for any rejection.
- Retro IN – CLM processes retro claims files submitted by an other airline’s customers for flights taken with the main airline, and generates a response file which is exported to the other airline and contains information about whether each retro claim was accepted or rejected, and the reason for any rejection. Verification is based on the main airline’s flight data source and configured conditions (such a permitted back-dating period).
- Billing OUT – CLM generates billing files which contain information taken from the accrual transactions for the other airline’s flights, supplemented by billing-specific information such as the monetary value of the points.
- Billing IN – CLM processes an other airline’s files, which contain airline transactions for the main airline’s flights for which points were accrued together with the amount of money the main airline should pay. CLM generates the billing response file with information for each billing record about whether or it was accepted, and the reason for any rejection.
3. What kind of travel rewards are available in Comarch Loyalty Management?
Comarch Loyalty Management supports the following types of airline rewards allowing customers to redeem points either for themselves or someone else:
- Airline ticket
- Cabin class upgrade
- SSR (special service request)
CLM supports three methods of calculating airline reward price in points:
- Dynamic – based on ticket price
- Region – based on departure and destination airport locations, for example from Europe to North America
- Distance – based on the distance between the departure and destination airports
Reward pricing is also differentiated on the basis of cabin class, flight booking class, and the following pricing modes:
- Itinerary – one reward is applied for the whole itinerary. The reward is selected according to cabin class and by the reward partner (usually the marketing airline)
- Route – one reward is applied per route, meaning the departure (outbound) or returning (inbound) segments. For a round trip (RT), two rewards are applied – one for outbound segment, and a second for the inbound segment. Each reward is selected according to cabin class and by the rewards partner (usually the marketing airline)
- Segment – one reward is applied per segment. Each reward is selected according to cabin class and by the reward partner (usually the marketing airline). Each segment can have a different cabin class and different reward partner (the marketing airline).
Customers are also able to redeem points or points and money (fixed or dynamic value), for themselves or someone else, for:
- Hotel room stay reward
- Car rental reward
4. How is the retro claim process is organized in Comarch Loyalty Management?
CLM handles any missing airline accrual transaction by allowing a customer to request a retro claim. It is possible to configure the period in which such a request may be back-dated in relation to the flight departure date, by defining:
- Minimum number of days (e.g. 14) that must have passed since the departure date before a retro claim may be requested
- Maximum number of days (e.g. 180) after the departure date, by which a retro claim must be requested
CLM is able to accept and store airline accrual transactions (for flights and SSRs) without the loyalty number. Such transactions are used for the automatic retro verification process.
If an airline is unable to provide non-member transactions for any reason, the CLM can export retro requests in as a batch file and import a response batch file.
Online integration with a flight data source is also possible, but it is subject to implementation integration within a specific project.
If the automatic retro verification process is unsuccessful for a configured number of retro processing cycles (e.g. three), the retro claim needs to be handled manually by contact center agents who can either accept or reject it (providing an appropriate reason for any rejection).
5. How is the problem of passenger name-matching solved?
Comarch Loyalty Management can verify whether the loyalty customer’s name matches the passenger name provided in the process of an airline accrual transaction. The following algorithms are available as alternate matching methods, and can be chosen during partnership configuration with an airline partner:
- Basic name matching
- Standard name combination
- Custom name similarity
- Extended name combination
- Jaro-Winkler
- Title cutting
To solve the problem of non-Roman characters in customers’ names, Comarch has developed a transliteration process in CLM. This process converts non-standard characters into ANSI, which means that the algorithm specified for the most commonly used languages converts every single non-standard character into its ANSI counterpart.
6. What kind of benefits for elite members can be managed through Comarch Loyalty Management?
CLM allows the following types of elite tier benefits to be configured:
- Bonus points collected with accrual transactions
- Longer or no expiration period for points
- Redemption discounts
Additionally, there is an option to define a list of benefits for a given elite tier, which customers in this segment can choose. They include, for example:
- Free seat reservation
- Free baggage
- Free fast track
Some of the benefits can be configured to be auto-activated for a given elite tier, and will therefore be applied to all customers in that segment. Others can be configured as selectable, allowing customers to choose benefits when they enter the elite tier, or pre-select those that they would like when they pass the segment threshold.
Elite tier benefits can be selected from among the rewards (for example, vouchers or goods) in the rewards catalogue configured in the CLM. Additionally, elite customers may select as a benefit the option to nominate others to the tier. This includes those who are not members of the program, who will be granted elite tier status upon enrolment).
7. How are co-brand credit cards organized in Comarch Loyalty Management?
Comarch Loyalty Management allows credit cards issued to loyalty program customers to be linked with their loyalty accounts. The linking process assigns a credit card identifier (not the actual credit card number) to the customer’s account. This means that transactions carried out via a credit card partner can be processed without the customer’s main loyalty identifier. Information about credit cards linked to a customer’s loyalty account can be used during processing of transactions or other events, which makes it possible to award some benefits (such as bonus points) just to those customers.
8. Does CLM support cloud hosting?
CLM is designed to be fully compatible with Comarch Infraspace Cloud as well as all other major public cloud providers like AWS, Microsoft Azure, Google Cloud, and take advantage of all its key selling points:
- Reliability
- Scalability
- Flexibility
CLM is a database agnostic system. Depending on the requirements it can be setup with:
- Oracle database – enterprise standard for relational DB
  - Can be hosted in public clouds
- PostgreSQL – preferred open source relational database in modern day
  - Can be hosted in public clouds
- Amazon RDS / Aurora
- Google Cloud SQL
- Microsoft Azure Database