Here's why the future of airline loyalty programs will almost certainly be powered by social media. Based on an infographic produced by SimpliFlying.com.

1. WHY THE FUTURE OF LOYALTY PROGRAMS
WILL BE POWERED BY SOCIAL MEDIA
September, 2011
www.SimpliFlying.com

2. Methodology
Based on a survey of over 200 Frequent Fliers who fly at least 5 times a year
Survey by Cranfield University offline with travelers, online on SimpliFlying.com,
Flyertalk.com, Airliners.net and other aviation forums
Number of airlines on Twitter from EezerDataLabs
Figures from 2007, ladder and descriptions adapted from Forrester’s ACTAS Q4
2006 Devices and Access Online Survey
www.SimpliFlying.com

3. Frequent Fliers are heavy Users of Social Media
0% 20% 40% 60% 80% 100%
Facebook
Youtube
LinkedIn
Twitter
TripAdvisor
Blogs
Wikis
FlickR
FourSquare
Other
MySpace
None
Gowalla
Digg
GetGlue
Loopt
However, Twitter and Foursquare still small...
www.SimpliFlying.com

4. And these numbers are steadily increasing!
www.SimpliFlying.com

5. So why do they follow airlines in Social Media?
Mostly, they just want the
latest updates from the
airline about either news
or the latest deals and
competitions.
www.SimpliFlying.com

6. Frequent Fliers are very active online!
Compared to the average
consumer, frequent fliers
are much larger
consumers and creators
of online content!
www.SimpliFlying.com

7. What do they do on social media?
0% 15% 30% 45% 60%
Sharing photos/videos
Providing feedback and ideas
Checking in to locations
Writing reviews
Playing games
None of the above
Ripe for crowd sourcing photos, videos and ideas!
www.SimpliFlying.com

8. Where do they look for tickets online?
Almost twice the number of people are booking tickets on the airline’s
website compared to those checking out tickets there!
www.SimpliFlying.com

9. Factors that influence the decision to fly a
particular airline
Reading about friends’
experiences and ability to
earn points/vouchers via
social media sites affect
the flying decision most
heavily.
www.SimpliFlying.com

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1. 2. 3. 4.
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11. Frequent Fliers are mostly enrolled in
multiple loyalty programs!
0% 15% 30% 45% 60%
2-5
1
More than 5
None
>70% are part of more than two loyalty programs!
www.SimpliFlying.com

12. BUT there are problems!
0% 15% 30% 45% 60%
Difficulty in redeeming/earning points
Too many conditions/restrictions
Rewards which have no value
Points which expire
Not enough rewards
Too much spam/junk mail
Joining free
No personalisation
www.SimpliFlying.com

13. How are loyalty programs faring in the social age?
Even though the first
Airline Twitter account
has existed for a quarter-
century less than loyalty
programs, the number
of airlines on Twitter is
larger than those with
loyalty programs.
www.SimpliFlying.com

14. So what REALLY drives loyalty?
Cheapest fare is the least
important of factors like
customer service, earning
loyalty points and onboard
experience.
www.SimpliFlying.com

15. Would they join a social media loyalty program?
No
28%
Yes
A resounding yes! 72%
www.SimpliFlying.com

16. How would they like to earn
loyalty points via social media?
Check-ins and
recommending the airline
to a friend score the
highest!
www.SimpliFlying.com

18. Email: contact@simpliflying.com
Twitter: @simpliflying