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
David Feldman, Loyalty & Reward Program Strategy, Catchit Loyalty
Bob Fawson, Chief Product Officer , Survey Sampling International (SSI)
Moderator: Max Kingsley-Jones, Executive Director Content, FlightGlobal

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

Edward Pizzarello, Pizza in Motion

Mid-Morning Coffee & Networking



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
TBA - 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
Sébastian Réliat, Director Loyalty Marketing and Brand Flying Blue, Air France KLM

Lunch & Networking In The Exhibition Area


Workshops 1 & 2




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 Saricam, 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
Sébastian Réliat, Director Loyalty Marketing and Brand Flying Blue, Air France KLM

Making social media an integral part of your customer service strategy

  • The rise of social media channels as a customer service tool
  • Designing the offer based on appropriate customer segmentation
  • Cultural and sociodemographic aspects to be taken into account
  • Analysing why companies are reluctant to outsource social media based customer service
Johanna Jäkälä, Vice President Brand, Marketing & Customer 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 Prospects

  • 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

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.

Sponsors & Exhibitors

Platinum Sponsor
Silver Sponsors
Bronze Sponsors

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