Evaluation of Airline Loyalty Programs

Abstract

After the 2000s, air transportation has achieved a significant growth trend by providing fast and easy transportation services. As a result of the competition that emerged in the enterprises, keeping the customers for the enterprise has taken an important position. Therefore, loyalty programs that benefit both customers and businesses are valuable. In this context, the contents of the loyalty programs offered to the customers of the top ten airline companies of 2019 were examined. Qualitative research methods were used in the study and content analysis was conducted by using secondary data types. According to the findings of this research, practices that create difference in loyalty; earning points with travelling pets, using points in language schools, and supporting child health institutions with earning points. In addition, according to the results of the research, the most commonly used loyalty program applications give opportunity to earned points and miles can be used in different businesses instead of using the next flight.