Loyalty Programs: Behind the Scenes – AIR065



Ever wondered what the people designing loyalty programs are thinking? For example, why do points expire so quickly? Are all airlines just trying to devalue your points? And what role do loyalty programs play in helping airlines out of the pandemic? Find out this and lots more in this episode, as loyalty program expert David Feldman from New World Loyalty joins Matt for an extended interview!

Also in this episode, Matt heads to Longreach and chats to Sarah Collins, the Project & Product Development Manager at the Qantas Founders Museum to find out what’s new at the museum dedicated to the history of Australia’s “national carrier”.


Episode contents:

  • 1:30 – Fortnightly news round-up
  • 7:17 – Interview with Sarah Collins about the Qantas Founders Museum
  • 13:10 – Interview with David Feldman: Why frequent flyer points expire, and the pros & cons of the different expiration “systems” used
  • 31:19 – Interview with David Feldman: Award charts vs dynamic reward pricing
  • 37:41 – Interview with David Feldman: The shift towards revenue-based loyalty programs
  • 49:20 – Interview with David Feldman: Should airlines keep giving status extensions due to COVID-19?
  • 56:00 – Interview with David Feldman: The logic behind double status credit offers
  • 58:01 – Interview with David Feldman: Why airlines give status matches
  • 1:11 – Interview with David Feldman: David’s tips for people running loyalty programs




Frequent Flyer Gazette articles referenced in the fortnightly news round-up:

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]