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Leaders in Customer Loyalty, Powered by Loyalty360Author: Loyalty360
Leaders in Customer Loyalty: for those looking to deepen customer experience, engagement, and brand loyalty. Each episode features innovative brands, industry experts, and executive leaders who share actionable insights, proven strategies, and real-world experiences designed to help marketers and brand professionals stay ahead in the ever-evolving world of customer loyalty. Language: en Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Leaders in Customer Loyalty: Brand Stories | Inside WestJet’s Strategy to Keep Loyalty Simple in a Crowded Market
Thursday, 11 June, 2026
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.”
