Shaping the Future of Loyalty
Apr 16, 2013, 11:39 pm
#1
Ambassador: Air New Zealand
Original Poster
Join Date: Dec 2006
Location: Wellington NZ
Programs: NZ Elite, EK Gold, Qatar Gold, Amex Plat, Accor Gold, Hilton Gold
Posts: 1,428
Shaping the Future of Loyalty
Email just received from Christopher Luxon, CEO of Air New Zealand:
Hello WLG Base,
By way of introduction I'm Christopher Luxon, CEO of Air New Zealand. I've been in the role for a few months and would now really like to get your views on Air New Zealand's Airpoints™ programme.
We launched the current Airpoints programme back in 2005 and it has been a number of years since it was fully reviewed. Therefore, I am asking all Gold Elite (including Gold Elite partners) and Gold members for feedback about what works well and not so well so we can create a loyalty programme for the future that best meets both your needs and ours. I would appreciate it if you could complete this survey, which should take you approximately 20 minutes depending on how much you would like to contribute.
This Airpoints review is part of our new Go Beyond plan aimed at ensuring we raise our performance over the next five years. Our customers are at the core of this plan and as someone who will be well aware of the ongoing changes to the airline and loyalty programme I would like to seek your assistance in understanding how we can shape this key part of our business.
It will take the greater part of this year for the Airpoints team to complete the programme review and for any changes to be announced. Our Head of Customer Loyalty, Mark Street, is leading the review and his email address should you need to make contact is [email protected]
>> take the survey now
The survey will be available for completion until Thursday 25th April.
Kind regards
Christopher Luxon
By way of introduction I'm Christopher Luxon, CEO of Air New Zealand. I've been in the role for a few months and would now really like to get your views on Air New Zealand's Airpoints™ programme.
We launched the current Airpoints programme back in 2005 and it has been a number of years since it was fully reviewed. Therefore, I am asking all Gold Elite (including Gold Elite partners) and Gold members for feedback about what works well and not so well so we can create a loyalty programme for the future that best meets both your needs and ours. I would appreciate it if you could complete this survey, which should take you approximately 20 minutes depending on how much you would like to contribute.
This Airpoints review is part of our new Go Beyond plan aimed at ensuring we raise our performance over the next five years. Our customers are at the core of this plan and as someone who will be well aware of the ongoing changes to the airline and loyalty programme I would like to seek your assistance in understanding how we can shape this key part of our business.
It will take the greater part of this year for the Airpoints team to complete the programme review and for any changes to be announced. Our Head of Customer Loyalty, Mark Street, is leading the review and his email address should you need to make contact is [email protected]
>> take the survey now
The survey will be available for completion until Thursday 25th April.
Kind regards
Christopher Luxon
Apr 17, 2013, 12:27 am
#2
Join Date: May 2005
Location: Sydney, Australia
Programs: NZ*G, MAR Titanium, HLT Diamond
Posts: 3,624
Former CEO Rob Fyfe in a number of occassions had said Airpoints was working very well for NZ despite tons of complaints here and elsewhere. I praise Christopher for this move and look forward to bringing my loyalty back.
Apr 17, 2013, 12:54 am
#3
Join Date: Sep 2010
Location: New Zealand
Programs: QF Platinum / LTS, Air NZ Gold Elite, Velocity Silver, OW Emerald, Hertz PC
Posts: 227
Just received the email. Had a few minutes to kill sitting here in the QF first lounge enjoying the service, so thought I'd do the survey.
I hope they take heed of what a lot of people have been saying.
Note with interest that the survey had a couple of references to GE Gifts at 2500 and 5000 points. I knew about the 2500 level as ive gained that several times, but have never seen anything about the 5000 level.
I hope they take heed of what a lot of people have been saying.
Note with interest that the survey had a couple of references to GE Gifts at 2500 and 5000 points. I knew about the 2500 level as ive gained that several times, but have never seen anything about the 5000 level.
Last edited by Rotodavid123; Apr 17, 2013 at 5:52 am
Apr 17, 2013, 1:01 am
#5
Join Date: Mar 2010
Location: NZ
Posts: 731
Maybe they would get a better idea of what people want if they asked all those ex G and GE why they are no longer that status and what may bring them back. Way he doing does not IMHO tell him why people left rather why people stayed. If you still in then something works for you, if you gone then find out why don't just ignore.
Apr 17, 2013, 5:15 am
#11
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Melbourne
Programs: ►QFWP/LTG►VA WP►HyattExpl.►HiltonGold►ALL Silver
Posts: 21,997
I'm surprised that even as an Oz resident, I received the email.
I will address the survey in the next day or four, but it strikes me there must have been a significant drop off on HVC patronage.
I will address the survey in the next day or four, but it strikes me there must have been a significant drop off on HVC patronage.
Apr 17, 2013, 5:43 am
#13
Join Date: Feb 2004
Posts: 5,984
Anyone else chuckle at the Pacific Blue reference? Also NB: Air Canada Altitude is the elite program of Aeroplan.
Apr 17, 2013, 6:05 am
#14
Join Date: May 2005
Location: Sydney, Australia
Programs: NZ*G, MAR Titanium, HLT Diamond
Posts: 3,624
Sure. It had always been Virgin Blue on Airpoints statement when Virgin Australia was using DJ code and now it's showing as V Australia for all VA code flights. You would expect that they should at least get their closest partner's name right.
Apr 17, 2013, 6:20 am
#15
Join Date: Nov 2011
Location: SYD
Programs: QF LTG, VASG, NZ*S, OZD, IHG SpireAMB, HHD
Posts: 1,421
I had to stop doing the survey for a while because an earthquake was happening! (in Japan).
I am very pleased they are doing this. I gave very full answers, including setting out my proposal for a revamped Airpoints.
Let's see how Air NZ take on this feedback.
I am very pleased they are doing this. I gave very full answers, including setting out my proposal for a revamped Airpoints.
Let's see how Air NZ take on this feedback.