CX-01 · Frequent Flyer Program Management

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Capture new member application data	Loyalty Operations Analyst	Comarch Loyalty Management	New member sign-up form via web, mobile app, or in-flight registration	Pending member profile record with email, name, contact details	Enrollment completion rate ≥97%; form abandonment rate <3%	N	N
1.2	Validate identity and deduplicate profile	Loyalty Data Analyst	AWS Redshift	Pending member profile record	Verified, deduplicated member record or merge notification	Duplicate member rate <0.5% of active member base	Y	N
1.3	Assign base tier and post welcome bonus miles	Loyalty Operations Analyst	Comarch Loyalty Management	Verified member record	Active member account with base tier, welcome bonus posted	Welcome bonus posting accuracy 100%; account activation within 24 hours of enrollment	N	N
Phase 2 2.1	Ingest flight segment data from PSS	Loyalty Systems Engineer	Amadeus Altéa PSS	Completed flight manifest and boarded-passenger segment records	Raw accrual transaction records staged in Comarch queue	Post-flight accrual data ingestion SLA ≤72 hours; segment match rate ≥99%	N	N
2.2	Calculate eligible miles per booking class	Loyalty Rules Engine Analyst	Comarch Loyalty Management	Raw accrual transaction + fare class accrual rate table	Calculated mile award amount per segment	Accrual calculation accuracy ≥99.8%; rules table refresh within 4 hours of fare class change	Y	N
2.3	Post miles to member account	Loyalty Operations Analyst	Comarch Loyalty Management	Validated calculated mile award	Posted transaction on member account ledger; balance updated	Miles posting success rate ≥99.9%; failed posting retry resolution within 4 hours	N	Y
2.4	Process retro-credit claim for missing miles	Loyalty Customer Service Agent	Comarch Loyalty Management	Member-submitted missing miles claim with booking reference and boarding pass	Approved retro-credit posting or rejection notification	Retro-claim resolution ≤5 business days; auto-approval rate for flight claims ≥70%	Y	Y
Phase 3 3.1	Aggregate qualifying activity for tier review	Loyalty Analytics Analyst	AWS Redshift	12-month rolling transaction history from Comarch Loyalty Management	Tier qualification summary per member (qualifying miles, segments, spend)	Tier calculation batch processing time <4 hours for membership base ≥1M; completed by 02:00 local on qualification date	N	N
3.2	Evaluate tier upgrade or downgrade eligibility	Loyalty Tier Manager	Comarch Loyalty Management	Tier qualification summary per member	Tier change decision (upgrade, downgrade, maintain) per member record	Tier assignment accuracy rate 100%; exception case resolution ≤2 business days	Y	N
3.3	Notify member of tier change and updated benefits	CRM Campaign Manager	Salesforce Marketing Cloud	Tier change decision from Comarch Loyalty Management	Personalised tier upgrade or downgrade notification email	Email open rate ≥35% for tier upgrade notifications; send within 2 hours of tier change	N	N
3.4	Provision tier benefits and flags in PSS	Loyalty Systems Engineer	Amadeus Altéa PSS	New tier assignment from Comarch Loyalty Management	Updated member profile in Altéa with lounge access, priority boarding, and SSR flags	Benefit provisioning SLA ≤2 hours post-tier assignment; SSR flag accuracy 100%	N	Y
Phase 4 4.1	Search and display award flight availability	Loyalty Member / Contact Centre Agent	Amadeus Altéa PSS	Member redemption request with desired origin, destination, and dates	Award availability display with applicable mile costs by fare bucket	Award availability search response time ≤3 seconds; award seat availability ≥5% of cabin capacity on operated flights	N	N
4.2	Validate member miles balance and expiry status	Loyalty Operations Analyst	Comarch Loyalty Management	Member account query triggered by redemption request	Confirmed available balance and expiry date; warning if miles expire within 90 days	Balance check API response time ≤1 second; expiry warning accuracy 100%	Y	Y
4.3	Process award booking and deduct miles	Loyalty Operations Analyst	Amadeus Altéa PSS	Confirmed award selection and validated miles balance from Comarch	Award PNR in Altéa and corresponding miles deduction transaction in Comarch	Redemption processing success rate ≥99.5%; dual-system transaction completion within 60 seconds	N	Y
4.4	Issue award ticket via GDS or NDC channel	Ticketing Agent	Amadeus GDS	Confirmed award PNR	Issued award e-ticket with ATPCO award fare code	Award ticket issuance within 15 minutes of booking confirmation; ticketing failure rate <0.3%	Y	N
Phase 5 5.1	Ingest partner earn transactions via SFTP or API	Loyalty Integration Engineer	AWS S3	Partner transaction data files (hotel, car rental, retail) via SFTP or REST API	Staged partner transaction records in data lake for Comarch processing	Partner file ingestion within 24 hours of transaction; data completeness rate ≥98%	N	N
5.2	Reconcile co-brand card spend accruals with bank	Loyalty Finance Analyst	SAP S/4HANA Finance	Co-brand card transaction data from bank partner API and Comarch accrual ledger	Reconciled mile liability journal entry; variance report for disputes	Reconciliation completion within 3 business days of month-end; variance rate <0.1% of total miles issued	Y	N
5.3	Invoice partner for mile liability and settle AR	Loyalty Finance Analyst	SAP S/4HANA Finance	Reconciled mile liability from co-brand and earn partner transactions	Partner invoice (AR document) and settlement confirmation	Invoice issued within 5 business days of month-end; DSO on partner invoices ≤30 days	N	N
Phase 6 6.1	Segment members by engagement and lifetime value	Loyalty Analytics Manager	AWS Redshift	Full member transaction, redemption, and flight history	Member segments: active, at-risk, lapsed, high-value	Segmentation model refresh ≤weekly; at-risk identification lead time ≥30 days before predicted churn	N	N
6.2	Design and launch targeted retention campaign	CRM Campaign Manager	Salesforce Marketing Cloud	At-risk and lapsed member segment lists from AWS Redshift	Deployed retention campaign (miles bonus, status extension offer, or upgrade voucher)	Campaign redemption rate ≥8% for re-engagement offers; unsubscribe rate <0.5%	Y	N
6.3	Measure programme ROI and report to leadership	Loyalty Programme Director	Tableau	Campaign results, financial data from SAP S/4HANA, and booking attribution data	Monthly programme ROI dashboard and executive summary	Monthly ROI report delivered by day 5 of following month; programme break-even mile cost ≤$0.012 per mile issued	N	N

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Process Attributes

Identification

Process IDCX-01

L1 DomainCustomer Experience & Loyalty

L2 ProcessLoyalty Programme Management

L3 NameFrequent Flyer Program Management

L4 Steps21 across 6 phases

Decision Gates8 (all with iteration loops)

Exceptions5 documented

Swim Lanes (Roles)

Loyalty Operations Analyst

Loyalty Data Analyst

Loyalty Systems Engineer

Loyalty Rules Engine Analyst

Loyalty Customer Service Agent

Loyalty Analytics Analyst

Loyalty Tier Manager

CRM Campaign Manager

Loyalty Member / Contact Centre Agent

Ticketing Agent

Loyalty Integration Engineer

Loyalty Finance Analyst

Loyalty Analytics Manager

Loyalty Programme Director

Systems & Tools

Comarch Loyalty ManagementAWS RedshiftAmadeus Altéa PSSSalesforce Marketing CloudAmadeus GDSAWS S3SAP S/4HANA FinanceTableau

Key Performance Indicators

Capture new member application dataEnrollment completion rate ≥97%; form abandonment rate <3%

Validate identity and deduplicate profileDuplicate member rate <0.5% of active member base

Assign base tier and post welcome bonus milesWelcome bonus posting accuracy 100%; account activation within 24 hours of enrollment

Ingest flight segment data from PSSPost-flight accrual data ingestion SLA ≤72 hours; segment match rate ≥99%

Calculate eligible miles per booking classAccrual calculation accuracy ≥99.8%; rules table refresh within 4 hours of fare class change

Post miles to member accountMiles posting success rate ≥99.9%; failed posting retry resolution within 4 hours

Process retro-credit claim for missing milesRetro-claim resolution ≤5 business days; auto-approval rate for flight claims ≥70%

Aggregate qualifying activity for tier reviewTier calculation batch processing time <4 hours for membership base ≥1M; completed by 02:00 local on qualification date

Airline-Specific Risks & Pain Points

Members signing up through multiple channels (web, mobile, GDS booking) without email deduplication create duplicate records that inflate reported membership figures by up to 8%

GDS-sourced bookings frequently lack email address, producing orphaned accounts that cannot be auto-merged; manual resolution queues exceed 5,000 records per month at large carriers

Tier assignment rules not synchronised in real time between Comarch and Amadeus Altéa PSS; boarding pass may display incorrect tier for first flight taken within hours of enrollment

Altéa segment data may arrive with codeshare operating-carrier code mismatch, causing failed accrual lookups for interline and partner flights; exception queue can spike after irregular operations

Complex earning multipliers for co-brand card holders are not reflected in real time if card-link data lags from bank partner API by 24–48 hours; members earn base miles then must request adjustment

API timeout during peak post-travel periods (Monday 06:00–09:00 local) causes transaction queuing; backlog can delay posting beyond the 72-hour SLA, generating member service contacts

Inputs / Outputs

Primary InputNew member sign-up form via web, mobile app, or in-flight registration

Primary OutputMonthly programme ROI dashboard and executive summary

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