Frequent Flyer Program
A Frequent Flyer Program is a customer loyalty system used by airlines to reward and retain passengers. It allows travelers to earn points or miles when they fly, which can be redeemed for free flights, upgrades, or other travel perks. Airlines use these programs to build customer loyalty and gather valuable data about travel patterns. Similar programs include loyalty rewards or mileage programs. In job descriptions, this term often appears when discussing customer service, marketing, or program management roles within airlines.
Examples in Resumes
Managed customer service team handling Frequent Flyer Program inquiries and point redemptions
Developed marketing strategies to increase Frequent Flyer membership by 25%
Led implementation of new benefits structure for Frequent Flyer Program and Loyalty Program members
Analyzed Miles Program data to improve customer retention rates
Typical job title: "Frequent Flyer Program Managers"
Also try searching for:
Where to Find Frequent Flyer Program Managers
Professional Networks
Industry Organizations
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to increase member engagement in a frequent flyer program?
Expected Answer: A strong answer should cover analysis of current member behavior, designing targeted promotions, partnership opportunities with hotels or credit cards, and ways to measure success through metrics like enrollment rates and point redemption.
Q: How would you handle a major program change that might upset some loyal customers?
Expected Answer: Should discuss communication strategy, transition planning, maintaining transparency with members, preparing customer service teams, and possibly offering grandfathered benefits to most valuable customers.
Mid Level Questions
Q: What metrics would you use to measure the success of a frequent flyer program?
Expected Answer: Should mention member enrollment rates, point redemption rates, customer satisfaction scores, revenue per member, and member retention rates.
Q: How would you handle a customer complaint about missing miles or points?
Expected Answer: Should explain investigation process, documentation requirements, customer communication steps, and knowledge of when to escalate issues.
Junior Level Questions
Q: Can you explain the basic structure of a frequent flyer program?
Expected Answer: Should be able to describe member tiers, how points are earned and redeemed, basic benefits, and general program rules.
Q: What's the difference between award miles and status miles?
Expected Answer: Should explain that award miles can be redeemed for flights and upgrades, while status miles determine membership tier levels and associated benefits.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of loyalty programs
- Customer service experience
- Data entry and reporting
- Member communication basics
Mid (2-5 years)
- Program rules and policies expertise
- Customer complaint resolution
- Partnership management
- Marketing campaign execution
Senior (5+ years)
- Strategic program development
- Revenue management
- Team leadership
- Partnership strategy development
Red Flags to Watch For
- No customer service experience
- Lack of attention to detail
- Poor communication skills
- No understanding of basic loyalty program concepts
- No experience with customer relationship management
Related Terms
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