#529: Leaders in Customer Loyalty: Brand Stories | Inside WestJet’s Strategy to Keep Loyalty Simple in a Crowded Market

Send us Fan MailAs one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again.  But according to Byron Kelly, Director of Loyalty at WestJet, the Canadian airline was getting more traction out of its WestJet RBC Mastercard, its co-brand credit card with Royal Bank of Canada, for purchases made on everything outside of travel.  “There were months where airlines were getting more money in cash receipts from their co-brand credit card spend than they were in ticket sales because nobody was buying tickets,” he said. “So, COVID wasn't a blessing for anyone but in some ways for loyalty programs it's shined a bit of a spotlight on the value, and I think helped accelerate acceptance of the value of the programs in some ways coming out of COVID.” Stay connected with Loyalty360! Follow us on LinkedIn and X for the latest loyalty insights, industry news, and upcoming events.https://www.linkedin.com/company/loyalty-360https://x.com/Loyalty360https://www.youtube.com/@Loyalty360_