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Simpliflying is changing the way airlines do business. We help airlines engage customers better and boost profitability. With over 25 airlines and airports, across 5 continents, we know what works.

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Consulting

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Our strategy consulting expertise lies in helping our clients develop strategies that are keenly attuned to the new dynamics of engaging today’s Connected Traveler profitably. We’ve helped our clients develop innovative ways – including a couple of World’s Firsts – to drive business objectives.

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MasterClasses

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SimpliFlying MasterClasses are training modules tailored to your needs. Whether you’re a beginner or an advanced practitioner looking to drive specific business goals, we offer hands-on, case-study intensive courses that your airline or airport will find indispensable.

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Speaking

Our consultants are globally sought-after for delivering keynotes and appearing on panels that help the aviation industry understand and embrace the new dynamics fueling an evolutionary genre of marketing, service, and influence.

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Partners

From scalable social customer service solutions, to advanced analytics software that helps you monitor your social presence while benchmarking yourself against competition, we partner with the best in the industry.

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Products

Apart from partnering with great solution-providers, SimpliFlying offers its proprietary ROI Dashboards for airlines to measure the success of their social campaigns as well as Benchmarking Reports in partnership with airlinetrends.com.

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Testimonials

IATA "[Working with SimpliFlying] has expanded our minds, opened our eyes and showed us what to do in concrete, practical, and tangible terms. We see the benefits not only to ourselves but to our members as well." - Maurizio Anichini, Head of Training, IATA
LAN Airlines"SimpliFlying has a great balance - providing strategic insights and directions while maintaining a down-to-earth attitude in guiding LAN in strategy implementation. Justifying our investment to senior management was not difficult." - Karen Bates, Global Online Marketing, LAN Airlines
Lufthansa"The SimpliFlying MasterClass was a combination of trends and insights from the industry, as well as tailor-made topics designed to help Lufthansa progress to the next level of customer engagement. By having every management level participate, Lufthansa achieved great results in regards to 'social status' and loyalty, which was one of the key topics." - Nicola Lange, Director Marketing & Customer Relations, The Americas, Lufthansa
Estonian Air"At Estonian Air, we always look for partners who can bring innovation and good ideas, with the ability to execute. With Simpliflying, we get exactly that." - Tero Taskila, CEO, Estonian Air

Our Clients

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Up
28 '10 Jun

Fragmented Frequent Flyers

by // June 28, 2010 // 0 responses
Over the years, travelers have generally been well served by airline frequent flyer programs (FFP). However, with the pressure on to reduce airfare costs, many business travelers now choose, or are required by their companies, to fly with low-fare airlines.

Today’s passengers fly as much as they used to, but now have very fragmented travel patterns. These passengers still are frequent travelers, who manage to accumulate a significant number of miles in Y class seats in scheduled airlines or in low-fare airlines. Unfortunately, they never achieve an airline’s top-tier FFP status nor the benefits of being top-tier. A new class of traveler has evolved: the “fragmented frequent flyer” (FFF or #fragflyer).

Airlines continue to experience significant cost pressures as a result of increased fuel and insurance costs, transparent fares pricing and more low-fare competition. Some airlines are now restricting benefits, even to their top-tier frequent flyer groups. As an example, it is harder to redeem reward miles due to the decrease in airline capacity. And as the pressure builds for more cost reductions, the lower-tier frequent flyer groups will be the casualty. Essentially, the loser in the current FFP is the “fragmented frequent flyer”.

But airports are well positioned to provide services to the “fragmented frequent flyer”. The opportunity exists because airports normally provide the facilities for these services; e.g. lounges, fast-tracking and other facilities and services. This is an opportunity for airports to increase their ‘non-aeronautical’ revenue stream. Of course, these new fee-for-services are available to all passengers, as customers of the airport.

It is this context that the airports have an opportunity to utilize their social media platforms to reach out to these fragmented frequent flyers. Begin the dialogue – you may be surprised at the response and the benefits of doing so.

Robert Cook

Robert Cook

Robert Cook leads the Airports practice at SimpliFlying, based out of Toronto. He is the co-Founder and Managing Director of AirGate Solutions. He has over 20 years experience in the aviation industry, in which he was actively involved in new business development, consultancy and ancillary revenue activities. Over the past 30 years, Robert has held key senior roles with global organizations such as GE, Westinghouse, AT&T, Northrop Grumman, SITA and British Telecom. He founded and currently serves as Chairman of Blackstone Gates, a consultancy, focused on business transformation and customer-centered strategies with projects ranging from customer experience management, revenue generation initiatives, ancillary airline revenues and airport retail.
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