Cathay Pacific Airways today announced that it will be making changes to its Marco Polo Club loyalty programme to reflect the evolving travel needs of its most loyal customers. The airline aims to enhance the overall membership experience through more effective recognition of the contribution made by individual members.
Cathay Pacific has been growing its network in recent years, with the addition of many ultra-long and ultra-short-haul services, as well as making a significant investment in the differentiation of its cabin products. The airline believes that the way members earn their status should move in line with changing customer travel patterns and the evolution of its products over time.
Cathay Pacific Director Sales & Marketing Dane Cheng said: “Customer loyalty is the backbone of our airline and we are grateful for the great support and contribution our Marco Polo Club members have been giving us. The travel industry is ever-evolving and we understand there have been significant changes to the way our members travel in recent years. We must adapt to these changes so that we can continue to help our passengers travel well and ensure they feel properly appreciated.”
As part of a comprehensive review of the loyalty programme which has taken valuable feedback from members into consideration, with effect from 15 April 2016 the Marco Polo Club will change to a new points-based system, based on a combination of the cabin customers travel in, the fare class booked and the distance travelled.
This more balanced approach will see members who fly in premium classes earn tier status faster. It will allow members to earn club points from a wider range of fares, including discounted fare types that are currently not applicable to club status.
All popular member benefits, including unlimited lounge access for Silver members and above, as well as priority boarding and check-in, remain unchanged. At the same time, Cathay Pacific will further improve the overall membership experience by introducing more flexible and family-friendly benefits, including:
• Extra Lounge Passes for members and their invited guests
• Bookable Upgrades for Gold and Diamond members
• Additional Gold companion card for Diamond members
• “Membership Holidays” enabling members to retain their status for one year, in recognition of those who may need to temporarily reduce their travel activity
• Lower qualifying age for young members, down from 18 to 12
To support members’ transition to the points programme, the Marco Polo Club will convert each member’s mileage or sectors into club points, based on which is the most favourable for individual members.
For example, a Gold member who has accumulated 48,000 Club miles as of 15 April 2016 would have accumulated 80% of the 60,000 miles required for Gold renewal. Under the new system, the same ratio will apply in the sense that his or her mileage will be converted to 480 points – that is, 80% of the 600 points required for renewal.
A number of tools, including a club points calculator, have been developed to help members understand the changes, and members can find out more by accessing www.cathaypacific.com/clubchanges or calling the dedicated service line at +852 2683 6788; +800 2683 6788 (International prefix may apply) or email us at [email protected]
The changes will not impact accrual and awards redemption under the Asia Miles rewards programme.