The ‘AFF on AIR’ podcast often looks at frequent flyer and loyalty programs from a consumer’s perspective. But what goes on behind the scenes? What is the logic behind the decisions made by the people running loyalty programs?

To find out what goes on behind the scenes, Matt Graham is joined on Episode 65 of AFF on Air by loyalty program expert David Feldman from New World Loyalty. In an extended interview, David explains why frequent flyer points expire, why some airlines are shifting towards revenue-based frequent flyer programs with no award charts, the logic behind double status credit offers, whether airlines should continue to extend members’ status and offer status matches during COVID-19… and lots more.

If you’ve ever wondered how loyalty programs work, you won’t want to miss this episode!

Also in Episode 65, Matt heads to Longreach to find out what’s new at the Qantas Founders Museum, including a new replica of the Captain Cook Lounge found on the upper deck of Qantas’ 747s in the 1970s. This episode includes a short interview with Sarah Collins, the Qantas Founders Museum’s Project and Product Development Manager.

If you’d like to learn more about the Qantas Founders Museum, we would recommend also checking out Episode #42 of the AFF on AIR podcast which includes an extended interview with its CEO, Tony Martin. Episode #49 also contains a detailed explanation of the history of Qantas.

Listen now to AFF on AIR Episode 65: “Loyalty Programs: Behind the Scenes”

You can also view the episode notes. If you’d like to discuss this episode, ask Matt a question or suggest a topic for a future episode, you can join the discussion on the AFF on Air Discussion thread.

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Matt Graham

The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 90 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil & Kazakhstan. His interests include aviation, economics & foreign languages, and he has a soft spot for good food and red wine.

You can connect with Matt by posting on the Australian Frequent Flyer community forum and tagging @AFF Editor.