Loyalty@Freddie Awards :: Program
  • Platinum Sponsor
Loyalty@Freddie Awards
26th - 27th April 2017
Hyatt Regency, New Jersey, USA

Day 1 - Wednesday 26 April 2017


Coffee & Registration


Opening Remarks From The Chair

Ravindra Bhagwanani, Managing Director, Global Flight

Opening Keynote: Low Fares, Loyalty Programs, Open Skies, services - What are customers most interested in?

  • Understanding the true needs of customers and how to respond to them
  • Understanding the differences between different customer segments
  • How to remain focused on customers during external challenges
  • Exploiting cooperation opportunities within the industry
Scott Resnick, Director Loyalty Marketing, JetBlue

Opening Panel Discussion: Knowing Your Customers

  • Transactional data vs. customer surveys
  • Listening to the silent majority
  • Translating knowledge into product propositions
Moderator: Max Kingsley-Jones, Executive Director Content, FlightGlobal
David Feldman, Loyalty & Reward Program Strategy, Catchit Loyalty
Bob Fawson, Chief Product Officer , Survey Sampling International (SSI)
Cindy Falschlehner, General Manager, Consumer Travel, Travel & Transportation, DXC Technology

I Have A Dream (I): A Blogger's View On Loyalty Programs

Edward Pizzarello, Pizza in Motion

Mid-Morning Coffee & Networking


Payments and Loyalty: An inflection point for innovation and growth

  • Payments landscape
  • Innovation journey
  • Driving loyalty where they intersect
  • Case studies and uses
Matthew Massaua, Managing Director, Airline Partnerships , Barclaycard US

Loyalty Awards Winner 2017: Best Marketing Campaign

Walkin', winnin'

  • Daring to launch an ancillary product in a competitive environment
  • Creating an eye-catching marketing campaign
  • Leveraging the power of the loyalty program currency to get the product off the ground
Tanya Bulkin, Vice President Marketing Americas, Qantas

Loyalty Awards Winner 2017: Best Use Of Technology

Pioneering a new technology

  • Using Facebook Messenger in a global campaign
  • Identifying responsibilities across different departments
  • Anticipating and reacting to technical issues
Sébastien Reliat Brunetière, Director Loyalty Marketing and Brand Flying Blue, Air France KLM

Lunch & Networking In The Exhibition Area


One Integration for more everyday member engagement

  • About the Points and Collinson Loyalty Commerce Ecosystem
  • Why a member first philosophy is key to long term success
  • About the key loyalty commerce market challenges 
  • How we drive value and engagement for our clients and partners
Lars Holmquist, SVP, Americas, Collinson Group
Jamie Anderson, VP of Partnerships, Points

Understanding what matters to elite customers

  • Elements of a successful elite program

  • Evolving needs of elite customers

  • Managing to meet the needs of a global customer basis

  • Ensuring the survival of winning elements through the merger process

David Flueck, Senior Vice President, Loyalty, Marriott International

Best Practice Promo Examples: Membership cards by Turkish Airlines

  • Leveraging the power of special edition membership cards
  • Selecting appealing themes in line with the overall marketing strategy
  • Measuring the loyalty impact of holders of special cards
  • Moving to a digital environment
Salih Sarıçam , Manager, Miles & Smiles Programme, Turkish Airlines

Best Practice Promo Examples: Wings by Air Canada

  • Working successfully with badges
  • Adding a competitive dimension through scoreboards
  • Adding value to the tier program through promotions
Roxanne Kleebaum, Manager, Loyalty Programs, Air Canada

Best Practice Promo Examples: VOILA Hotel Rewards

  • Bonus points, reduced redemption stays, accelerated tier qualification: What works best?
  • Do second-tier programs need to be more generous?
  • Managing the cost of promotions
Peter Gorla, Managing Director, VOILÀ Hotel Rewards

Afternoon Tea & Networking In Exhibition Area


Case study topbonus: growing airline loyalty proposition in a mature, competitive market

  • Loyalty strategy as challenger number one in the home market
  • Positioning in a multi alliance environment
  • Differentiating proposition for earn and burn travel partnerships
Anton Lill, Managing Director, topbonus / Air Berlin

Enhancing the Redemption Offer

  • Managing last seat availabilty independently of the airline
  • Using CRM data to apply individual award pricing per member
  • Managing customer expectations and reactions with individual award pricing
  • Azul's redemption approach to compensate for limited airline network
Alex Malfitani , Head of Loyalty, Azul Airlines

Closing Remarks From The Chair

Ravindra Bhagwanani, Managing Director, Global Flight

Drinks Reception


End Of Day 1

Day 2 - Thursday 27 April 2017


Coffee & Registration


Opening Remarks From The Chair

Max Kingsley-Jones, Executive Director, Content, FlightGlobal

Differentiation as a means to catch attention

  • The survival battle for mid-sized programs
  • Out-of-the-box thinking: A privilege for newcomers?
  • Overcoming communication challenges
  • Incorporating customer feedback into strategic plans
Julia Russell, Senior Director, Loyalty Marketing, Wyndham Rewards

Best Practice Case Study

Driving Loyalty From Infrequent Guests
  • Redefining the role of a loyalty programme in a leisure-driven context
  • Adapting communication to your target group
  • Making benefits achievable and easy to understand
  • Satisfying the customers' desire for recognition
Jordan Salmon, Vice President of Loyalty Marketing, MGM Resorts International

I Have A Dream (II): A Blogger's View On Loyalty Programs

Ben Schlappig, Founder, One Mile At A Time

Mid-Morning Coffee & Networking


Loyalty Awards Winner 2017: Excellence In Management

The charm of simplicity
  • Creating an offer for frequent flyers at an LCC
  • The benefits of empowering customers in their choice
  • Managing to meet expectations of top customers
Brede Huser, Senior Vice President, Norwegian Reward / Norwegian Airlines

Loyalty Awards Winner 2017: Best Loyalty Partnership

Supporting start-ups through a loyalty program
  • Improving the social image through donation partnerships
  • Engaging members to support selected projects
  • Creating an emotional link with the supported companies
Sébastien Reliat Brunetière, Director Loyalty Marketing and Brand Flying Blue, Air France KLM

Innovative collaboration in Loyalty programs as social media activation - case Finnair and SLUSH

  • Finnair's partnership with SLUSH
  • Linking the innovation community to Finnair in key markets
  • Engaging customers in new and emerging industries through relevant brand experiences
Andrew Kilkeary, Head of Loyalty, Finnair

Building A Truly Powerful Credit Card Relationship

  • Co-branded credit card, a marketing tool or revenue generator?
  • Winning elements of a successful credit card offering
  • Adapting to the needs of the local market
  • The importance of the relationship with the issuing bank
Yasser Al Yousuf, Managing Director Etihad Guest, Etihad Airways

Maximizing Financial Partnerships: Co-brands vs Transfers

  • Evaluating the revenue potential and the redemption cost profile of each
  • Understanding their role in driving revenue ticket sales
  • When to use each and when to use both
Kyle Armstrong, CEO, Kaligo

Lunch & Networking In The Exhibition Area


Panel Discussion: Keeping Customers Happy During Merger Processes

  • Balancing out investors and customer’s needs
  • Do customers really care - beyond loyalty programs?
  • Controlling the communication around mergers
  • Maintaining staff focused on customers during busy merger periods
Moderator: Gary Leff, Author, ViewFromTheWing.com
Thom Kozik, VP, Loyalty, Marriott International
Isabelle Birem, Senior Vice President Loyalty, AccorHotels
Jonathan Clarkson, Senior Director, Loyalty, Partnerships & Products, Southwest Airlines
David Andreadakis, Chief Strategy Officer, Kobie Marketing

I Have A Dream (III): A Frequent Traveller's View On Loyalty Programs

David J Danto, Collaboration Industry Consultant and Analyst

PROXIMITY – Location-based services as driver of significant sales increase and a seamless travel experience

  • How to include Location-based Services into a seamless travel experience
  • Using location based solutions to drive loyalty program engagement 
  • How to use PROXIMITY to get additional revenue
David Glantz, Head of Presales and Marketing, Loyalty Partner Solutions

Creating loyalty at a small carrier - mission impossible?

  • Creating loyal followers through a consistent product
  • Differentiation as a basis of success
  • Striving for quality rather than quantity
  • How will small independent programs survive?
Alicia Cabrera, Senior Marketing Manager, Caribbean Airlines

Close Of Conference


Freddie Awards: Announcement Of Winners & Gala Dinner

The organisers reserve the right to change the programme, speakers or venue should circumstances require.

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If you are interested in reaching this audience with your products, contact Sarah Green - sarah.green@flightglobal.com