Let's Talk Loyalty
#459: United Airline's "Mileage Plus" - Luc Bondar Shares Loyalty Learnings and Success.
Nov 16, 2023
Luc Bondar, COO and President of MileagePlus, shares insights on United Airlines' loyalty program. They discuss the transformation of Marriott Bonvoy, importance of clarity and simplicity in loyalty programs, removing expiry dates, utilizing loyalty programs for capital during COVID-19, and achievements of United Airlines' Mileage Plus program.
48:18
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Quick takeaways
- Eliminating mile expiration increased member enrollment and engagement in MileagePlus program.
- Restructuring credit card relationships and forming strategic partnerships contributed to the growth and success of MileagePlus.
Deep dives
Eliminating Mile Expiration
One of the major changes implemented by Mileage Plus was the elimination of mile expiration after a month of inactivity. This decision was made in response to feedback from members who found expiration dates to be a major pain point. By making miles evergreen, Mileage Plus saw increased member enrollment, engagement, and activity across the program.
