The following are a compilation of multiple airline reward program stats that give insights as to consumer perception and behavior when it comes to loyalty programs:
- When deciding which airline loyalty rewards program to participate in, customers are most frequently influenced by the airline website (36%), followed by promotional material received directly from the airline (22%) and airline employees during check-in/post flight (17%).
- When choosing among programs, the most common reason customers select their airline reward program over others is the frequent flyer program’s options available (34%). Recommendation by a friend or relative, and the frequent flyer program’s reputation are the second most frequently cited reasons for selecting an airline reward program (21% each).
- The primary ways customers earn points with their program are airline flights (85%); travel through program partners (55%); credit cards (46%); car rental (34%); and hotel stays (32%).
- Only 13 percent of customers have experienced problems with their airline loyalty rewards program during the past 12 months.
- High satisfaction equates to positive recommendations for airline rewards programs. Customers who indicate their rewards program is outstanding (overall satisfaction rating of 10 on a 10-point scale) recommend their rewards program to family and friends an average of 5.1 times per year, compared with 3.4 times among those who rate their program lower than 10. As satisfaction decreases, the number of positive recommendations also decreases.
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