Innovative Travel Technology
Club Premier Case Study
Club Premier Achieves All Their Objectives With One QPX™ ImplementationClub Premier, Mexico’s leading coalition loyalty program and the operator of Aeroméxico’s frequent flyer program, came to us in 2011 with several objectives:
Working closely with their business and technical team, ITA deployed a solution that helped them achieve all their goals. Club Premier launched a completely new website, www.clubpremier.com, powered by our QPX™ pricing and shopping engine, that made it much easier for Club Premier members to shop and redeem kilometers online for Aeroméxico flights. Within the first six months of launch online flight award redemption grew to nearly 30%. This was a huge step forward, as prior to the launch 0% of Club Premier members booked flights online.
As part of the launch, Club Premier also introduced two ways for members to use their awards -- using Classic Awards or a brand new program, Always Awards. The Classic Award program offers members the best value for their kilometers. It uses traditional, fixed mileage awards based on limited availability. The Always Awards program is more flexible. Always Awards point requirements are based on the current availability and price of tickets, but are always available for redemption. This means if a Classic Award is sold out, Club Premier members can still book an Aeroméxico award seat with their Always Awards. This has been very popular with members and is great for routes that sell out quickly. Moreover, the new online booking engine allows for any combination of Classic and Always Flight Awards, as well as cabin preference, within an integrated booking path.
Recently, Club Premier introduced calendar shopping for Aeroméxico flights, allowing members to view all available flights within the week or the month they’re interested in traveling. Feedback from members has been very positive, and the look to book ratio skyrocketed more than 2x. It’s currently well above the industry average. Club Premier also deployed this same functionality for agents to use in their call centers. The new functionality reduces call times and makes it easier for Club Premier agents to deliver consistent service levels to those members who prefer to speak with a live agent. Before the end of this year, Club Premier also plans to expand award kilometer shopping and redemption for other SkyTeam partners, further enhancing travel options for their members.
Club Premier has definitely found a technology partner that can support their growth strategy. The flexibility and scalability of ITA’s airline shopping technology allows Club Premier to expand their programs, partners and the features they provide members. Ultimately this will lead to more loyal and satisfied members.
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About Club Premier
About Grupo Aeroméxico Grupo Aeroméxico, S.A.B. de C.V. is a holding company whose subsidiaries are engaged in commercial aviation in Mexico and the promotion of passenger loyalty programs. It has a fleet of Boeing 777, 767, 737 aircraft and next generation Embraer 145 and 190 models. Case Study Booklet | ||||||||
