Comarch Loyalty Management For Travel

Management of airline loyalty programs

 

 

 

With tailored solution dedicated to companies in the transport and tourism sector, particularly airlines, the platform helps build and manage different models of loyalty programs targeted on individual members as well as on B2B customers.

 

 

Over the past three decades Frequent Flyer Programs have been an inseparable part of the airline industry’s image. Comarch Loyalty Management Travel Edition is a new generation system that supports FFP's. This modular application enables smooth management of all kinds of loyalty programs, for any type of airline.

The product also supports loyalty programs for other travel operators such as airports, car rentals, railways and hotels.

Airline loyalty programs, Loyalty Travel Edition

Features

Comarch Loyalty Management Travel Edition is an enterprise-class application that powers any loyalty program within the travel industry including both standalone, multi-partner and coalition programs. The product consists of eight modules that can easily be joined together. 

  • Straightforward tools for the management and administration of a loyalty program
  • Available through a user-friendly web interface
  • Flexible definition of business rules in terms of: tenders (points, miles), accrual, redemption, promotion and elite tiers
  • Rudimentary report generation capabilities, without the necessity of employing business intelligence software
  • Meets the needs of the program's multi-partner environment
  • Provides program partners with relevant data and tools for program parameterization through a B2P portal
  • Delivers advanced reporting features including multi-party clearing and invoicing mechanisms
  • Access to the application provided from any location via a secure web interface
  • Assures smooth exchange of data with program partners and other third-party counterparts
  • Advantageous in regard to coalition programs or FFP operators who exchange bulk data files with external IT environments
  • Offers servicing program members via a variety of channels
  • Supports both inbound and outbound interactions with all customers by the use of operators
  • Enables the study of the traveler’s sensitivity to promotions, advertisements or special initiatives
  • Possible to use from any location via secure internet access
  • Designed for members where they can check their account balance and transactions history, order rewards (discounts, tickets, upgrades and others) and view current promotions
  • Offers options related to interactions between the program operator and program participants including enrollment features, automatic retro-claims and a mileage calculator
  • Developed with special attention paid to the informative requirements of program members
  • Allows viewing account information via a mobile device - smartphone or tablet - and managing it
  • Dedicated toward cashiers in retail outlets 
  • Tablet application can replace integration with POS terminal 
  • Allows for accrual, redemption and quick program enrollment - all actions performed at the register
  • Responsible for managing reward logistics by storing appropriate information about the quantity, location and status of sent rewards
  • Access to the application provided from any location via a secure Web interface

Offer special benefits to your high value passengers

Comarch Loyalty Management Mobile Application together with our new micro-location technology Comarch Beacon opens up completely new opportunities for targeted and personalized communication with your Frequent Flyer members.

Using the Beacon placed at the airport past the security control, CLM Mobile Application can invite Elite Tier members to the Business Lounge and also offer them exclusive promotions from airport partners. While generating the offer, we can exploit all our knowledge about purchasing decisions accumulated in the Comarch Loyalty Management platform, so you can choose the offer that best suits the individual passenger profile. 

Special benefits of airline loyalty programs

Keep your passengers informed and on time

DEPARTING PASSENGERS

  • Using the Beacon signal, CLM Mobile Application can estimate where the departing passengers are located and prompt dedicated real-time messages related to the incoming flight on their smartphones. The information would incorporate boarding time, departure time and gate number (*). Based on the time and location of the passenger the notification 'go to gate' might be triggered.

ARRIVING PASSENGERS

  • Using the Beacon signal from the devices located at the arriving hall of the airport, CLM Mobile Application can provide passengers with information like which luggage carousel their baggage will arrive on and what is the expected wait time*.

*If CLM Mobile Application is connected to SITA Common Use Beacon Registry no further integration is needed

Inform your passengers with frequent flyer programs

Benefits

  • Travel industry's tailored solution: Powering specific to the industry accrual, redemption rules, elite tier privileges and a smooth exchange of data with numerous partners – these are just a few selected features that make Comarch Loyalty Management Travel Edition a tailored product for travel operators.
  • Adaptable to various needs - Benefitting from Comarch's experience gained from various markets, Comarch Loyalty Management Travel Edition will power any loyalty program in the travel industry, including standalone, multi-partner and coalition programs focused either on business or leisure travelers.
  • Flexible platform - The scalable architecture makes it possible to continuously expand alongside growth of the loyalty program, including introducing new program partners and new system functionalities.
  • Modern solution - Always up to date with the latest trends, Comarch Loyalty Management Travel Edition provides integration with social media and offers a dedicated mobile application. 

Benefits of airline loyalty programs

Airline loyalty programs

Loyalty program management

Our Clients

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.

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