Case Study: Air Miles
A True Travel Partnership
Technology-forward, personalised experiences, predictive results. Sound familiar?
Kognitiv’s Loyalty Solutions is a perfect match for FCM. A partnership that started in 2017 to provide travel support services for Air Miles Middle East. Air Miles has more than one million members in the GCC region who collect miles on everyday shopping and can redeem their rewards on travel. FCM books the flights, hotel, car rental and activities they choose to spend their points on.
The Challenge
A need to streamline.
Technology combined with quality service.
Air Miles Middle East wanted to increase online bookings but maintain high customer satisfaction for its members.
A quick turnaround time was important. With reporting and analytics needed to get that spend and volume overview.
Getting Started
Tackling those challenges is a regular day for FCM.
FCM is attuned to customer feedback and makes appropriate recommendations to continually improve the Air Miles’ travel redemption platform. FCM did not hesitate to adjust their own workflow and handling procedures to encourage online bookings, even going as far as educating members on how to use the online booking tool and providing them with real-time phone support, when necessary. It’s fair to say, Air Miles and FCM had the monitoring in place to manage service level effectively.
As for the reporting need? Quarterly reviews were arranged with a dedicated FCM account manager and reporting was set up periodically.
Efficiency All Round
Online booking, check. Productivity boost, check. Speedy problem-solving, check.
- Over two years, online adoption hiked up to 91%. Customer satisfaction levels increased with service level maintained at 90%.
- Any potential problems were identified early and were responded to quickly and efficiently.
- Let’s not forget the cost savings. Average ticket prices decreased 3% as a result of measures put in place.
- Air Miles saw productivity and accuracy improve. With the data behind them, management could make better decisions about how to move forward.
- And when COVID-19 hit, everything was in place to keep travel services running as smooth as possible.
FCM has always provided Air Miles members with an excellent travel booking service but their performance during the COVID pandemic has been exceptional. They managed the sudden surge in travel support calls and dealt with member inquiries in a professional and efficient manner. They are a great partner to the Air Miles programme.
PAUL LACEY, MANAGING DIRECTOR, AIR MILES