CX-02 · Miles & Points Accrual 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 flight departure event from PSS	Loyalty Data Coordinator	Amadeus Altéa PSS	Passenger name record (PNR) at flight departure	Accrual trigger event posted to loyalty processing queue	Accrual events captured within 24h of departure ≥99%	N	N
1.2	Validate member account active status	Loyalty Operations Analyst	Comarch Loyalty Management	Accrual trigger event with member number	Account status flag: Active / Suspended / Pending	Zero false-positive account suspensions per month	Y	Y
1.3	Verify ticket eligibility by fare basis code	Loyalty Operations Analyst	ATPCO Fare Data Repository	Fare basis code extracted from PNR segment	Eligible / Ineligible flag with applicable earning rate	100% of ineligible fare classes (award tickets, staff travel) correctly excluded	Y	N
Phase 2 2.1	Retrieve flown distance and cabin class data	Revenue Accounting Analyst	Amadeus Altéa PSS / OAG Schedule Analyser	Validated PNR with operated flight segment	Flown distance in miles and cabin class code	Distance retrieval accuracy ≥99.9% vs. IATA great-circle distances	N	Y
2.2	Calculate base miles using distance × fare multiplier	Loyalty Operations Analyst	Comarch Loyalty Management	Flown distance, cabin class code, fare basis eligibility flag	Base miles award value	Base miles calculation latency <3 seconds per transaction; calculation error rate <0.01%	N	N
2.3	Apply elite tier and promotional bonus multipliers	Loyalty Campaign Manager	Comarch Loyalty Management / Salesforce Marketing Cloud	Base miles value, member tier level, active campaign codes	Adjusted miles award value with bonus breakdown by source	Promotional miles correctly applied in ≥99.5% of eligible transactions	Y	Y
Phase 3 3.1	Post miles transaction to member account ledger	Loyalty Operations Analyst	Comarch Loyalty Management	Adjusted miles award value with all multipliers applied	Miles balance updated; transaction ledger entry created with timestamp	Miles posted within 3 business days of flight departure (IATA Loyalty Standard); batch failure rate <0.1%	N	Y
3.2	Evaluate qualifying miles for tier re-qualification	Loyalty Tier Management Analyst	Comarch Loyalty Management	Updated miles balance; qualifying miles year-to-date counter	Tier status decision: Maintain / Upgrade / Downgrade candidate	Tier re-qualification evaluated within 24h of miles posting; tier status error rate <0.05%	Y	Y
3.3	Send accrual confirmation notification to member	CRM Communications Specialist	Salesforce Marketing Cloud	Posted transaction record from Comarch Loyalty Management	Email or push notification with miles summary and updated balance	Notification delivery rate ≥97%; unsubscribe rate <0.5% per campaign	N	N
Phase 4 4.1	Ingest daily partner accrual activity file	Loyalty Data Engineer	AWS S3 / SFTP Partner Gateway	Structured partner activity file from hotel, car rental, or co-brand credit card partner	Raw partner accrual records loaded to staging table in AWS Redshift	Partner file ingested and schema-validated within 4h of scheduled receipt; file rejection rate <2%	N	Y
4.2	Match partner activity records to member accounts	Loyalty Data Engineer	Comarch Loyalty Management / AWS Redshift	Validated partner accrual records from staging table	Matched transaction records with confirmed member account links	Member account match rate ≥95% of valid partner records within 24h of ingestion	Y	Y
4.3	Validate miles award against partner rate card	Loyalty Commercial Analyst	Comarch Loyalty Management	Matched transaction with partner ID and activity type code	Validated miles award value per partner agreement terms	Rate card accuracy ≥99% vs. signed partner agreement; rate discrepancy resolution within 5 business days	Y	N
Phase 5 5.1	Reconcile partner-posted miles vs. billing invoice	Revenue Accounting Analyst	SAP S/4HANA Finance (FI/CO)	Monthly partner billing summary and posted miles ledger from Comarch	Reconciliation variance report; approved settlement invoice	Monthly partner reconciliation completed within 5 business days of period close; variance <0.5% of total billed miles	N	Y
5.2	Receive and triage missing miles claim from member	Loyalty Contact Centre Agent	Salesforce Service Cloud	Member claim submission with supporting documentation (boarding pass, receipt, transaction reference)	Claim record created with investigation status and SLA timer started	Missing miles claim resolved within 21 days (IATA Resolution 9984 standard); first-contact resolution rate ≥60%	Y	Y
5.3	Post manual miles adjustment for approved claims	Loyalty Operations Analyst	Comarch Loyalty Management	Approved claim record with validated miles value from investigation	Manual adjustment transaction posted to member account; claim closed in Salesforce Service Cloud	Manual adjustments audited within 48h of posting; adjustment error rate <0.5%; high-value adjustments (>10,000 miles) require dual approval	N	Y

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Process Attributes

Identification

Process IDCX-02

L1 DomainCustomer Experience & Loyalty

L2 ProcessLoyalty Programme Management

L3 NameMiles & Points Accrual Management

L4 Steps15 across 5 phases

Decision Gates7 (all with iteration loops)

Exceptions10 documented

Swim Lanes (Roles)

Loyalty Data Coordinator

Loyalty Operations Analyst

Revenue Accounting Analyst

Loyalty Campaign Manager

Loyalty Tier Management Analyst

CRM Communications Specialist

Loyalty Data Engineer

Loyalty Commercial Analyst

Loyalty Contact Centre Agent

Systems & Tools

Amadeus Altéa PSSComarch Loyalty ManagementATPCO Fare Data RepositoryAmadeus Altéa PSS / OAG Schedule AnalyserComarch Loyalty Management / Salesforce Marketing CloudSalesforce Marketing CloudAWS S3 / SFTP Partner GatewayComarch Loyalty Management / AWS RedshiftSAP S/4HANA Finance (FI/CO)Salesforce Service Cloud

Key Performance Indicators

Capture flight departure event from PSSAccrual events captured within 24h of departure ≥99%

Validate member account active statusZero false-positive account suspensions per month

Verify ticket eligibility by fare basis code100% of ineligible fare classes (award tickets, staff travel) correctly excluded

Retrieve flown distance and cabin class dataDistance retrieval accuracy ≥99.9% vs. IATA great-circle distances

Calculate base miles using distance × fare multiplierBase miles calculation latency <3 seconds per transaction; calculation error rate <0.01%

Apply elite tier and promotional bonus multipliersPromotional miles correctly applied in ≥99.5% of eligible transactions

Post miles transaction to member account ledgerMiles posted within 3 business days of flight departure (IATA Loyalty Standard); batch failure rate <0.1%

Evaluate qualifying miles for tier re-qualificationTier re-qualification evaluated within 24h of miles posting; tier status error rate <0.05%

Airline-Specific Risks & Pain Points

Amadeus Altéa departure events can be delayed during irregular ops; cancelled-then-reprotected flights generate duplicate accrual triggers requiring deduplication logic not natively supported in Altéa

Accounts suspended for fraud screening block legitimate accruals; reactivation SLA is 5 business days — members with pending fraud reviews miss accruals with no automatic back-posting upon clearance

ATPCO fare basis eligibility mappings require quarterly refresh; stale mappings incorrectly block accruals on newly introduced fare classes until the next scheduled update cycle

Codeshare segments report operating-carrier distance rather than marketing-carrier distance; causes systematic under-accrual on partner-operated flights when the operating carrier's city pair distance is shorter than the ticketed routing

Multiplier tables must be synchronised between Comarch Loyalty and Amadeus Altéa; version mismatch after a programme rule change causes accrual discrepancies requiring a manual batch correction job affecting tens of thousands of accounts

Stacked promotions (elite tier bonus + partner co-brand card bonus + targeted campaign) can exceed programme liability caps; no automated cap enforcement exists in the current Comarch configuration — over-issuance discovered only at month-end liability review

Inputs / Outputs

Primary InputPassenger name record (PNR) at flight departure

Primary OutputManual adjustment transaction posted to member account; claim closed in Salesforce Service Cloud

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