Why customer loyalty is key for brands in the travel ecosystem

Marketing Team
Marketing Team
25 Jan 2022

Asia Pacific Travel Recovery Report

With travel beginning to recover in parts of the world, and travellers eager to take to the skies again, brands within the travel ecosystem – from airlines and airports, to payment providers and insurers – are using what they learnt during the pandemic to deliver enhanced experiences to their customers. 

But what did they learn? 

The Asia Pacific Travel Recovery Report, developed by Collinson in partnership with CAPA – Centre for Aviation (CAPA) revealed that:

  • 67% of travel industry experts believe loyalty and earn/redemption programmes are significant (very or quite) in keeping brands front of mind while customers are either grounded or returning to travel.
  • Loyalty programmes and earn/redemption platforms are considered key indicators in pushing forward the travel recovery. 

Leveraging loyalty programmes to enhance customer experiences and revenue

The pandemic gave brands greater opportunity to collect new data (as most of us moved online), in turn allowing brands to get to know customers’ wants, needs, preferences and expectations all over again. 

Commenting on the research study, Daniel Cantorna, VP, Data, Insights & Technology, Asia Pacific of Collinson said, "The time to for companies to act is now. With the travel industry in a state of flux,  the pandemic is causing many brands to rebuild relationships with customers and initiate fresh interactions with customers to deliver up-to-date content, or offer new, more relevant rewards. Only those in the travel industry who have taken advantage of this opportunity will thrive when the pandemic is finally over."

As the travel ecosystem continues to adapt to the ongoing COVID-19 pandemic, the second edition of the ‘Asia Pacific Travel Recovery Report’ from Collinson and CAPA also showcases the latest travel industry recovery predictions – including traveller expectations – for 2022 and beyond.

Download the full Asia Pacific Travel Recovery Report here.

Marketing Team

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