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Last updated on 2024年7月25日

You're managing an airline loyalty program. How do you cater to millennials and seniors with your strategies?

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In today's competitive airline industry, managing a loyalty program requires a nuanced approach, especially when catering to diverse groups like millennials and seniors. As you navigate this challenge, it's crucial to understand that each demographic has distinct preferences and values. Millennials often seek experiences and value flexibility and technology in their interactions, while seniors may prioritize comfort, reliability, and clear value for money. Your strategies should reflect these differences to ensure both groups find your loyalty program attractive and beneficial.

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Lidiane Costa

Lideran?a | Vendas | Negocia??o | Qualidade no Atendimento |

1 Tech Savvy Offers

For millennials, technology integration is non-negotiable. Your loyalty program should offer a seamless digital experience, from booking flights to redeeming rewards. A mobile app with push notifications for deals and an easy-to-navigate interface can be a game-changer. Incorporating features like in-app boarding passes, real-time flight updates, and the ability to manage rewards points digitally will resonate well with tech-savvy millennials who prefer managing their travel on the go.

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Diana Palmariello

Consulente Legale Internazionale
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Estoy de acuerdo con la incorporación de la tecnología en este tipo de áreas, sobre todo, porque agilizan mucho más loa procesos. Se pueden dise?ar aplicaciones que permitan hacer check in de forma remota y previa al vuelo, que tengan herramientas de video que permitan decirle al usuario si la altura de su maleta es la correspondiente para ser llevada como equipaje de mano, lectura de documentos de identidad. Son algunas de las herramientas sobre las cuales pueden estar basadas estas aplicaciones.

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Irma Sadlauskaite

People and Culture Crew Acquisition and Exchange Partner at Avion Express ?? | Facilitating seasonal crew changes | Homestead owner
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Managing an airline loyalty program requires tailored strategies for millennials and seniors. For millennials, emphasize personalized, tech-savvy experiences such as mobile app integration, digital rewards, and social media engagement. Offer flexible redemption options, eco-friendly initiatives, and exclusive travel experiences that align with their values and lifestyles. For seniors, focus on ease of use and value, providing clear communication, accessible customer support, and perks like priority boarding and comfortable seating. Offer loyalty benefits that cater to their preferences, such as travel assistance and special discounts, ensuring both groups feel valued and catered to.

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2 Experiential Rewards

Millennials are known for valuing experiences over possessions. To cater to this demographic, your airline loyalty program should offer experiential rewards such as exclusive access to events, travel upgrades, or unique destination activities. By partnering with local tour operators or event organizers, you can provide memorable experiences that millennials can share on social media, further promoting your brand.

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3 Simplified Access

Seniors appreciate simplicity and ease of use. Ensure that your loyalty program is straightforward and accessible, with a clear points system and simple redemption process. Offer customer support through various channels, including phone lines staffed with knowledgeable agents who can assist with bookings and answer questions about the loyalty program. This approach shows respect for seniors' preferences and encourages their continued loyalty.

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Lidiane Costa

Lideran?a | Vendas | Negocia??o | Qualidade no Atendimento |
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Acredito que a linguagem ela precisa ser direcionada a cada público. Existe muito millennials que s?o antenados e com toda certeza tecnológico. Para se ter assertividade na comunica??o nada melhor do que ouvi-los, saber se eles possuem interesse em programa de pontos e se eles conseguem compreender como ganhar e trocar, até nos de outra gera??o fica confuso com tanta informa??o. A simplicidade encanta !

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4 Health and Comfort

Seniors often place a high value on comfort and health-related amenities during travel. Tailoring your loyalty program to include priority boarding, extra legroom seating options, or access to airport lounges can make travel more pleasant for them. Additionally, consider partnerships with health insurance companies to offer travel health advice or discounts on travel insurance as part of the loyalty benefits.

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5 Flexible Policies

Flexibility in booking and cancellations is a significant factor for both millennials and seniors. Your loyalty program should offer flexible policies that allow for last-minute changes without exorbitant fees. This feature can be particularly appealing to millennials who may have unpredictable schedules and seniors who might have changing health considerations.

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Diana Palmariello

Consulente Legale Internazionale
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En cuanto al tema de las políticas de cancelación y cambio de vuelo deberían ser más amigables con el usuario, por no decir realistas. En muchas ocasiones el usuario compra un billete aereo con meses de anticipación, pero por asuntos imprevistos se ve en la necesidad de hacer cambios en su itinerario, muchas veces estos cambios pueden llegar a ser penalizado con cifras exorbitantes, en muchos casos solo por haber comprado un billete de una clase más baja (y no me refiero a las aereolineas los cost).

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6 Community Engagement

Creating a sense of community can be a powerful tool in fostering loyalty among both millennials and seniors. Encourage feedback and suggestions through surveys or online forums, and act on that feedback to show that you value their opinions. Organize exclusive events or offer special recognition to frequent flyers to build a community around your airline brand. This will not only enhance loyalty but also provide invaluable insights into how your program can evolve to meet the needs of your diverse clientele.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're managing an airline loyalty program. How do you cater to millennials and seniors with your strategies?

1

2

3

4

5

6

7

1 Tech Savvy Offers

2 Experiential Rewards

3 Simplified Access

4 Health and Comfort

5 Flexible Policies

6 Community Engagement

7 Here’s what else to consider

Airline Management

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You're managing an airline loyalty program. How do you cater to millennials and seniors with your strategies?

1

2

3

4

5

6

7

1 Tech Savvy Offers

2 Experiential Rewards

3 Simplified Access

4 Health and Comfort

5 Flexible Policies

6 Community Engagement

7 Here’s what else to consider

Airline Management

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