Today, airline loyalty members represent between 20% and 70% of total pax depending on the airline, and it means there is a significant percentage of passengers who are not program members
Understanding what the customer is doing while on that booking journey, or how their behaviour has changed since they last booked is an opportunity to react and deliver on the loyalty experience.
Loyalty programs together with customer service, user reviews, and an easy to use website, are all factors that the majority of travelers consider when making their next reservation.
Loyalty may be a strong word for the relationship travelers have with their hotel. If a competitor offers flexible perks, personalized service and consistent delivery many travelers will be willing to have a go