The Frequent Flyer Privilege In early 80s when American Airlines introduced its customer loyalty and reward program, food was awful, seats were uncomfortable and margins were sky high. The frequent flyer privilege translated into a meager ticketing discount and a booking priority, no member-only queues, no alliance (air travel) network deal, no dedicated support and no executive lounge. Today, KRZHYHU LWœV D GLIIHUHQW VWRU\ 3RSXODUL]HG E\ WKH *HRUJH &ORRQH\ IOLFN ¾8S LQ WKH $LUœ WKH frequent flyinJ FOXE LV DERXW QRYHOW\ DQG VWDWXV LWœV DERXW EHLQJ JUHHWHG DW HYHU\ WHUPLQDO VPLOHG DW HYHU\ VWRS KXUULHG WKURXJK WKH VHFXULW\ V\VWHP DQG EHLQJ WKH ILUVW RQH RQ ERDUG ,WœV DERXW OX[XULRXV WUDYHOLQJ EHLQJ PDGH SRSXODU DJDLQ RQO\ WKLV WLPH LWœV WKH HDst that leads the charge. Current Developments: With the Asian and Middle Eastern airlines dominating travel charts worldwide, there is clear shift in the air-EUDQG KLHUDUFK\ 4DWDU $LUZD\V RQH RI ¾ELJ WKUHHœ $UDE FDUULHUV ZDV FURZQHG WKH top airline for WKH VHFRQG \HDU UXQQLQJ LQ WKH DQQXDO 6N\WUD[ UDQNLQJV ³:H DUH WDONLQJ about a fleet with an average age of four years. These newly designed aircrafts are packed with FRPIRUW DQG WHFKQRORJ\ ´ VKDUHV D WUDYHO DJHQW LQ 'RKD :KLOH UHODWLYHO\ \RXQJ 4atar, Etihad DQG (PLUDWHV KDYH FRQVROLGDWHG D VWURQJKROG RYHU FRQQHFWLQJ LQWHUQDWLRQDO IOLJKWV ³4DWDU DQG 8$( DUH UHJLRQDO KXEV FRQQHFWLQJ $VLD ZLWK WKH UHVW RI WKH ZRUOG ´ VKDUHV -DODO-u-din Jami, a UHVHDUFK DQDO\VW DW /LYH$GPLQV 8$( DGGLQJ ³:KLOH Whe airlines (big three) benefit from the strategic location of their offices, their ability to innovate and provide premium customer service LV ZKDW PDNHV WKHP D JOREDO VXFFHVV ´ Loyalty Programs: While loyalty programs are predominately associated with western brands, a lot of global brands are now employing customer retention strategies that involve issuing club memberships, return viVLWRU GLVFRXQWV SXUFKDVLQJ SRLQWV DQG UHGHHPDEOH UHZDUGV HWF ³:H KDYH VHHQ WKLV WUHQG WDNH precedent in the global retail segment. Most supermarkets and pharmacies (international chains) LQ WKH 86 KDYH VRPH VRUW RI OR\DOW\ SURJUDP 6PLWKœV 2IILFH 'HSRW %HVW %X\ 6HDUV 6WDSOHV HWF DOO RIIHU FOXE FDUGV WKDW RIIHU GLVFRXQWV RQ IXWXUH SXUFKDVHV RU EXQGOHV ´ H[SODLQV +DUU\ Llyod, an e-marketing consultant from Chicago.