Loyalty Programme
SOLUTION: FLEXIBLE CONSULTANCY SERVICES
Sector: AVIATION
Consolidating Fragmented Loyalty Systems into a Secure, Scalable Aviation Platform
The Client
A large aviation organisation operates complex customer-facing services spanning flights, parking, retail, and ancillary purchases. The organisation seeks to enhance customer engagement and monetisation through a modernised loyalty ecosystem, while maintaining operational continuity across multiple transactional touchpoints.
The Challenge
The client’s existing loyalty programme was fragmented, with multiple standalone accounts and legacy systems for rewards, parking, and retail. Vendor engagement had been reactive rather than proactive, leading to slow delivery cycles, unclear requirements, and limited internal capability.
The primary challenge was consolidating these systems into a single, integrated loyalty experience that was secure, scalable, and aligned with business objectives. The organisation also needed to define clear business requirements and ownership to guide vendor selection, avoid misalignment, and reduce operational friction during implementation.
Platform Smart’s Solution Overview
The project adopted a holistic approach to integrating the loyalty programme. It began by defining a clear vision and detailed business requirements, covering key transactional touchpoints, reward structures and the intended customer experience.
Vendor activities were actively orchestrated to ensure platforms were built, upgraded and configured in line with those requirements, with clear accountability to improve delivery pace and quality. From a technical perspective, multiple customer accounts were consolidated into a single unified login, supported by secure APIs connecting loyalty, parking and retail systems.
Cybersecurity principles and fraud prevention controls were embedded into the platform design to protect sensitive customer data and loyalty currency. Alongside this, in house capability was strengthened so the organisation could manage and evolve the platform independently, reducing long term vendor reliance and improving responsiveness to future change.
The Outcome
The loyalty programme was successfully consolidated and deployed without disrupting operations. Customers now benefit from a seamless single account for rewards across all services, while internal teams have clear oversight and control of programme performance.
The initiative increased operational efficiency by reducing manual reporting, limiting dependency on external vendors and simplifying day to day management. It enhanced the customer experience through streamlined access, real time reward visibility and unified participation across services. Risk was reduced through stronger data security, consolidated accounts and robust system integration, minimising fraud and operational error.
Crucially, the organisation is now equipped with the internal capability and flexible technology foundation needed to support continuous improvement and future loyalty enhancements. By aligning strategic governance, technical integration and vendor management, the programme delivered measurable efficiency gains, reduced risk and improved return on investment.
“This programme demonstrates the value of combining clear strategic definition with disciplined delivery. By establishing robust requirements, enforcing vendor accountability and consolidating fragmented legacy systems into a secure, scalable platform, we helped the organisation move from reactive management to controlled, outcome focused execution. The result is a loyalty ecosystem that not only enhances customer engagement across multiple services, but also provides the operational clarity, reduced risk profile and internal capability required to support sustainable growth and measurable return on investment.”
Platform Smart Managing consultant
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