Building Loyalty in Airlines - IAG at “Let’s Talk Loyalty”

The most famous podcast for loyalty marketing dives into the world of airlines. “Let’s Talk Loyalty” hosts one of Comarch’s clients – International Airlines Group – to discover what makes customers bond with a brand at 30,000+ feet high.

How do you build customer loyalty in travel, and more specifically, the airline industry? This is what the 458th episode of “Let’s Talk Loyalty” tries to work out. As usual, the popular show takes on some of the most intriguing use cases and trends in loyalty programs, only this time, Paula Thomas gives her host reign to Amanda Cromhout – CEO of Truth, an international loyalty consultancy agency from Cape Town, South Africa.

Amanda’s guests are Rob McDonald and Silvia Espinoza from IAG Loyalty, an organization using Comarch Loyalty Management for Travel to power its groupwide loyalty programs. Together, they discuss IAG Loyalty’s winding journey to being a travel rewards and loyalty leader, creating loyalty solutions for companies such as British Airways, Iberia, Aer Lingus, Vueling, and LEVEL. 

McDonald (Chief Commercial Officer) and Espinoza (Chief Customer Officer) share the approach and tactics that have helped them establish the company as the CX innovator in the travel sphere. From charity redemption to gamification in the frequent-flyer programs, the IAGL reps give some specific tips on how to turn a passenger into an engaged airline customer.

Their discussion with Amanda Cromhout offers insight into both IAG Loyalty’s success story and the industry as a whole. Rob McDonald and Silvia Espinoza talk about their company’s potential partnerships and what they believe the future of loyalty in airlines holds.

Want to learn more about their POV on loyalty programs in travel?