Loyalty 2016 :: Home
Loyalty 2016
29 Feb - 2 Mar 2016
Millennium Hilton Bangkok
This conference will
simultaneously be translated
into Mandarin


Welcome by Ravindra Bhagwanani, MD, GlobalFlight and Loyalty Chairman

Since our first loyalty conference in 2005, the travel loyalty market has evolved in many ways – what hasn’t changed is the need for high-level events unifying key loyalty professionals from all over the world. Putting together a powerful agenda is my personal responsibility and honestly, it is a challenging, but truly rewarding task. Flightglobal in partnership with Global Flight are convinced that a powerful agenda is the key for a successful Loyalty event. Having focussed exclusively on travel loyalty issues as Managing Director of Global Flight since 1996, I am still confident in distinguishing what is relevant for the industry as a whole.

With our two annual events – the traditional Loyalty Conference in February and the Loyalty@Freddie Awards event at the end of April, it is also important to have a clear positioning for both events. Although both events are focussed on delivering exceptional content, our February conference is directly concerned with providing sufficient time for networking opportunities and delivering second to none masterclasses. The Loyalty@Freddie Awards conference focusses on presentations of former and potential winners of the Freddie Awards and practical case studies of best practice industry examples. Additionally, our delegates are invited to join the traditional gala dinner at the Freddie Awards.

We work hard to deliver exceptional Loyalty events, however if you have any ideas or suggestions we would definitely be happy to discuss them. Feel free to reach out to any of the team via the contact details below.

Download Brochure
The conference brochure is now ready to download. Full details inside including, confirmed speakers, full session details, early bird discounts and Loyalty Awards details. Download it here. Flightglobal and GlobalFlight look forward to meeting you in Bangkok in February. Loyalty 2016 will take place at the Millennium Hilton Hotel, Bangkok and special accommodation rates have been secured for all attendees. The fees include free refreshments, lunches, drink receptions and gala dinners to help save even more money. If you need a ‘justification letter’ on why you should attend, download it here. Secure your place now and join over 200 attendees from airlines, hotels, casinos, car rental companies and suppliers. Early bird rates are still available for Loyalty 2016! Book your place on or before the 18th of December and save up to $400! Also book on three or more delegates and benefit from our third delegate discount. Don't miss out on these great deals! Most recent confirmed speakers include:
Vicki Nakata, VP Loyalty and Travel Products, Hawaiian Airlines/
Michael Landers, Managing Director Premium Services, United/ 
Stuart Dinnis, Director of Loyalty, Virgin America

Reasons to Attend


Be inspired by our keynote presentations and listen to exceptional content from these high level industry experts as they share their market knowledge.

Discuss, debate & learn

Case studies, thought-leadership, panel debates, workshops, masterclasses, high- level industry speakers, exhibition, gala dinner and drink receptions and unrivalled networking over 3 action packed days. All included in your delegate fee!


Benefit from attending our masterclasses, designed to help you find solutions to your specific challenges. Learn new skills which will provide you with the tools for success through a detailed showcase of global airline examples and client testimonials.

Social Events

Enhance your networking opportunities and further develop new relationships by ensuring you attend the complimentary gala dinner and drinks reception, all included in the price of your delegate registration.


Day 1: Monday 29 February

Social activities

We are delighted to offer delegates the chance to sign up to a morning activity in addition to the delegate registration fee for added networking time! You will be able to choose from a selection of half-day AM activities to enjoy with fellow loyalty professionals. More details about this exciting new format to be announced!

Registration and refreshments
Loyalty Masterclass
Loyalty masterclass
Afternoon refreshments
Loyalty Masterclass
Loyalty Masterclass
Seminar and masterclass conclude
One-to-one meetings
Drinks Reception

Day 2: Tuesday 1 March

Registration and refreshments
Opening remarks from the Chair
Ravindra Bhagwanani, Managing Director, Global Flight
Opening keynote: What are the top innovations on top senior management wish lists?
  • The role of loyalty in wider airline strategy – how is this viewed and is this changing?
  • How much attention globally is being paid to recent private investment in loyalty schemes?
Charamporn Jotikasthira, President, Thai Airways
MasterCard case study
Adapting a global loyalty strategy across different cultural segments
  • Reviewing the global character of the hotel loyalty industry
  • Weighing up the diverse interests of different markets
  • Finding the right balance between global harmonisation and local differentiation
  • What elements should be considered when composing a multicultural management team?
Morning refreshments kindly sponsored by

How to make customer loyalty work in the price-driven Chinese market
  • Adapting your commercial approach to the Chinese market
  • Overcoming the focus on price whilst still benefitting Chinese customers
  • Successful elements of differentiation in Chinese loyalty programmes
  • Are international loyalty programmes successful in China?
Creating loyalty on the basis of a premium product
  • Attracting high-yield customers outside of the world of miles: The product proposition as basis of a successful marketing strategy
  • Managing customer expectations as part of a holistic customer experience management strategy
  • Analysing the impact of the product proposition on customer loyalty
  • Are loyalty programmes strong enough to outbalance shortcomings on the product side?
Michael Landers, Managing Director - Premium Services, United
Supplier of the Year Award presentations

This exciting session is dedicated to the shortlist finalists for the 'Supplier of the Year Award'. Each sponsor will have a maximum of 90 seconds to explain their successful project from 2015 and show the audience why they should win. Afterwards, the audience will then get the chance to vote onsite for their chosen winner! 

Product workshops

WIPROGamifying Frequent Flyer/Loyalty Programs


Sanjai Velayudhan, Associate Vice President-Loyalty ProgramsWipro BPS

For full details of the product workshops that will be taking place at Loyalty 2016 please click here.

Marketing Workshop

Loyalty as foundation for CRM

  • Using loyalty programme data for CRM activities
  • Delivering consistent customer experience across all touchpoints
  • Realising the quick wins
  • Managing the internal organisation challenges
  • Best practice examples

Moderated by: Kevin O'Toole, Head of Strategy, Flightglobal and Ravindra Bhagwanani, Mangaging Director, Global Flight featuring airline executive guests

Afternoon refreshments
What does marketing expect from loyalty programmes?
  • What are the overall interests of airlines and hotels in loyalty programmes?
  • Where do loyalty programmes sit in the overall marketing mix
  • Shared best practice examples from marketing and loyalty professionals
Moderator: Kevin O'Toole, Head of Strategy, Flightglobal
Panel discussion: Expectations of non-air partners: Wishful thinking or a realistic possibility?
  • Exploring the evolution of partnerships and their requirements
  • Are airlines open to evolving the traditional partnership model?
  • Assessing the role of own loyalty programmes versus FFP partnerships
  • Best practice examples of successful air and non-air partnerships
Wee Kee Ng, Vice President Loyalty & Partner Marketing , Shangri-La
Dennis John, Sixt rent-a-car
Senthil Balan, Director of Business Development - SE Asia, Uber
One-to-one meetings
Close of day
Gala Dinner & Loyalty Awards 2016

Moderator of Awards ceremony: Kevin O'Toole, Head of Strategy, Flightglobal

Loyalty Awards Judges:

  • Karen Zachary, Managing Director, SkyMiles Global Program Management, Delta Air Lines   
  • Alice Goh, CEO, Think Big Digital
  • Isabelle Birem, SVP Customer Relation & Loyalty, Accor
  • Ravindra Bhagwanani, Managing Director, Global Flight

Day 3: Wednesday 2 March

Registration and refreshments
Opening remarks from the Chair
Kevin O'Toole, Head of Strategy , Flightglobal
Panel discussion: Exploiting the potential of infrequent travellers
  • Will infrequent travellers become the next focus of loyalty programmes around the world?
  • Adjusting the programme propositions to cater to infrequent travellers
  • Identifying the potential of an infrequent traveller
Stuart Dinnis, Director of Loyalty, Virgin America
Gabi Kool, CEO, Coalition Rewards
Sarah Butterfass , Vice President Loyalty , Orbitz Worldwide
Leading a connected era
  • Exploring the concept of digital and what it means to have a digital DNA
  • Looking at digital transformation within the airline world
  • Examples of how IoT will help


Neetan Chopra, Senior Vice President - IT Strategic Services, Emirates
Will differentiated pricing within loyalty programs become the new standard?
  • How differentiated pricing is filling suites in hotels
  • Guide: How data & loyalty work together to increase profits for airlines
  • Big Data: Revenue management on steroids, or business & science working in harmony?
Mark Ross-Smith, Head of Loyalty , StayAngel
Morning refreshments
Product workshops

NXP Semiconductors


IBS Software Services

Hawaiian Airlines – a destination carrier’s approach to loyalty with infrequent flyers
  • Positioning a local loyalty program in foreign markets
  • The value of FFP partnerships
  • Leveraging local and international non-air partnerships  


Vicki Nakata, VP, Loyalty & Travel Products, Hawaiian Airlines
Leveraging FFP as a sales tool to grow ticket sales in international markets
  • Looking at the importance of an FFP from a sales perspective - opportunities and limitations
  • Working with a programme designed primarily for a different market
  • Influencing the programme development process
  • Partnership considerations among alliance partners
Meaza Taye, Regional Manager Thailand & SEA, Ethiopian Airlines
Afternoon refreshments
How to make a new FFP standout and be successful: What is the market missing?
  • Is there room for a new type of FFP?
  • Standing out from the crowd without reinventing the wheel
  • Deciding whether to partner with an existing programme vs. creating your own FFP
Nik Laming , General Manager Loyalty, Cebu Pacific
Non-airline coalition programmes: Reviewing their position in the loyalty market
  • Evaluating the advantages of co-operating or competing with travel loyalty programmes
  • How spin-off programs can build cross leverage by partnering with non-airline coalition programs
  • Exploring travel redemption options without airline affiliation
Sachin Pande, Director, Global Marketing, PAYBACK
Closing remarks and preview of the Loyalty@Freddie Awards 2016
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Senthil Balan
Director of Business Development - SE Asia
Sarah Butterfass
Vice President Loyalty
Orbitz Worldwide
Stuart Dinnis
Director of Loyalty
Virgin America
Gabi Kool
Coalition Rewards
Nik Laming
General Manager Loyalty
Cebu Pacific
Michael Landers
Managing Director - Premium Services
Vicki Nakata
VP, Loyalty & Travel Products
Hawaiian Airlines
Wee Kee Ng
Vice President Loyalty & Partner Marketing
Sachin Pande
Director, Global Marketing
Mark Ross-Smith
Head of Loyalty
Meaza Taye
Regional Manager Thailand & SEA
Ethiopian Airlines
Sanjai Velayudhan
Associate Vice President-Loyalty Programs
Wipro BPS
Attending Airlines and Partners Include:
Loyalty Awards
Loyalty Awards 2016

The Loyalty Awards 2016 will celebrate excellence in the field of loyalty and being shortlisted or winning an award puts your organisation in front of an audience of airlines, frequent flyer partners and suppliers. If you are an airline / partner, ensure you enter the Loyalty Awards in any of the four categories:

• Best Marketing Campaign

• Best use of Technology

• Excellence in Management

• Best Loyalty Partnership

Through entering the awards, winners must be available to present their award at the Loyalty@Freddie Awards Conference on April 27-28 at the Mandalay Bay, Las Vegas. Participation in Loyalty 2016 and the Loyalty@Freddies Conference is a great opportunity to showcase your organisation and products, whilst benefitting from the exposure of internal and international external PR opportunities. Nominations are now open, so now is the time to think about which category (or categories) you will enter.

Past winners have included: Baltic Miles, Virgin America, Virgin Australia, Coalition Rewards/airBaltic, Topaz Energy, British Airways, Kingfisher, Emirates, SAS, Intercontinental Hotels Group, airberlin and Swedish Rail.

Loyalty TV
A two-day opportunity to network and get new ideas
Head of Loyalty, Global Hotel Alliance
Thanks for organising another event that balances well between entertaining sessions and network time
EVP Global Business Development, LRG Rewards
A live benchmark of the loyalty industry
Non Air Rewards Manager, Club Premium
Inspirational, and update in other loyalty programs
Manager Non Air Partners, SAS
Team Leader, Turkish Airlines
A exceptional opportunity to meet with peers, industry partners, new service providers and system integrators
Manager Loyalty Operations, Air Mauritius
Simply Excellent 
Marketing Manager for the Americas, Sixt rent a car
Useful, needed, good place to extend horizons and get new contacts
Partner Services Director, BalticMiles
Very interesting conference that I will recommend to my colleagues
Product Manager, Amadeus
Good representation from airline and travel loyalty programs makes this a great networking platform
European Affinity Leisure Business Development Manager, Enterprise Holdings
Director Marketing, Mahan Air

Part of our on-going commitment to provide sponsors the best platform in which to interact with existing and future clients at our conferences, is to offer a new way of positioning your company as thought leaders within the Loyalty industry. To find out more about working together with Airline Business to produce snap shot insight reports and the way in which they can be delivered, speak to our sponsorship team.

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Networking & Entertainment

Sponsorship & Exhibition
Silver Sponsor
Bronze Sponsor
Tourism Partner

Flightglobal and Global Flight are delighted to bring to the market Loyalty 2016 and the Loyalty@Freddie Awards Conference, designed to facilitate innovation sharing, networking and best practice. Over 450 people are expected to attend. If you would like further information on how you can be involved through our sponsorship packages, please contact the sponsorship team to discuss your requirements.

Loyalty@Freddie Awards Conference 2016

The Loyalty@Freddie Awards Conference will return on April 27-28, 2016 in Las Vegas, USA. This conference showcases the best practice of previous Freddie Awards winners, delivering invaluable insights to all delegates.