Loyalty program
In this podcast, loyalty expert David Feldman reveals what’s going on behind the scenes of frequent flyer & loyalty programs.

The ‘AFF on AIR’ podcast often looks at frequent flyer and loyalty programs from a consumer’s perspective. But what goes on behind the scenes? What is the logic behind the decisions made by the people running loyalty programs?

To find out what goes on behind the scenes, Matt Graham is joined on Episode 65 of AFF on Air by loyalty program expert David Feldman from New World Loyalty. In an extended interview, David explains why frequent flyer points expire, why some airlines are shifting towards revenue-based frequent flyer programs with no award charts, the logic behind double status credit offers, whether airlines should continue to extend members’ status and offer status matches during COVID-19… and lots more.

If you’ve ever wondered how loyalty programs work, you won’t want to miss this episode!

Also in Episode 65, Matt heads to Longreach to find out what’s new at the Qantas Founders Museum, including a new replica of the Captain Cook Lounge found on the upper deck of Qantas’ 747s in the 1970s. This episode includes a short interview with Sarah Collins, the Qantas Founders Museum’s Project and Product Development Manager.

Matt Graham in the Captain Cook Lounge
AFF on AIR host Matt Graham visits the Captain Cook Lounge replica at the Qantas Founders Museum in Longreach.

If you’d like to learn more about the Qantas Founders Museum, we would recommend also checking out Episode #42 of the AFF on AIR podcast which includes an extended interview with its CEO, Tony Martin. Episode #49 also contains a detailed explanation of the history of Qantas.


Listen now to AFF on AIR Episode 65: “Loyalty Programs: Behind the Scenes”

You can also view the episode notes. If you’d like to discuss this episode, ask Matt a question or suggest a topic for a future episode, you can join the discussion on the AFF on Air Discussion thread.


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]


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Very interesting podcast.

We fly to Townsville shortly (COVID allowing) and have rented a car and Longreach was on the Plan A list, and had no idea that Museum was there — very handy tip.

David Feldman piece was very grounded and informative – well done.