Why Do All Airlines Have Loyalty Programs? Thank Bob Crandall.
Why Do All Airlines Have Loyalty Programs? Thank Bob Crandall.
Bob Crandall led American Airlines as it created the first airline loyalty program. The former CEO sat down with The Wall Street Journal to recount the strategies and challenges of launching AAdvantage. Photo: Natassja Ebert
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Case Study: American Airlines
Loyalty programs have become a staple of the airline industry. But it hasn’t always been that way. In this Case Study, we look at the launch of the first airline loyalty program—American Airlines’ AAdvantage—and how it transformed the industry.
