Miles & Points Redemption Management
Customer Experience & Loyalty › Loyalty Programme Management · 18 L4 steps · 5 phases · 10 decision gates · Updated 2026-03-18 21:55
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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 |
Member Initiates Redemption via Digital Channel | Loyalty Programme Member | Airline Mobile App / Web Self-Service Portal | Member login session, desired award type (flight, ancillary, partner) | Redemption request record with member ID, award category, and travel dates | Digital channel redemption rate ≥85% of all award transactions | N | N |
| 1.2 | Validate Member Account Status & Tier | Loyalty Systems Analyst | Amadeus Altéa Loyalty | Member ID from redemption request | Account eligibility flag (Active / Suspended / Frozen) | Account validation response time <2 seconds (99th percentile) | Y | Y |
| 1.3 | Verify Miles Balance Sufficiency | Loyalty Systems Analyst | Amadeus Altéa Loyalty | Current miles balance, requested award miles cost | Balance sufficiency flag; shortfall amount if insufficient | Real-time balance accuracy ≥99.95% (no stale cache reads) | Y | N |
Phase 2 2.1 |
Query Award Seat Inventory in PSS | Revenue Management Analyst | Amadeus Altéa Inventory | Requested flight, cabin class, travel dates | Award availability response (available classes and seat counts) | Award seat search response time <3 seconds; award seat availability ≥10% of total cabin capacity on published routes | Y | N |
| 2.2 | Apply Award Inventory Control Rules | Revenue Management Analyst | Amadeus Revenue Management (NRM / AltéaRM) | Current commercial load factor, award bucket thresholds, blackout calendar | Approved or blocked award seat release decision | Award inventory utilisation rate ≥72% of allocated buckets per quarter | Y | Y |
| 2.3 | Check Partner Award Availability | Loyalty Partnerships Manager | NDC API Gateway / Partner Redemption API | Partner category (hotel, car hire, retail voucher), member request | Partner award catalogue response with availability and miles cost | Partner API availability ≥99.5% uptime; catalogue refresh latency <24 hours | Y | Y |
| 2.4 | Hold Award Seat or Partner Slot | Loyalty Systems Analyst | Amadeus Altéa Inventory | Confirmed award availability, member session token | Provisional hold reference number (TTL: 15 minutes) | Hold-to-booking conversion rate ≥78%; hold timeout abandonment rate <22% | N | Y |
Phase 3 3.1 |
Calculate Miles Required & Applicable Taxes | Loyalty Pricing Analyst | Amadeus Altéa Loyalty | Award type, cabin class, route, tier status, active promotions | Final miles cost breakdown and cash surcharge/tax amount | Pricing calculation accuracy 100% (zero mis-priced awards issued) | N | Y |
| 3.2 | Collect Cash Co-Pay for Taxes & Surcharges | Loyalty Programme Member | Airline Payment Gateway (Stripe / Cybersource) | Calculated cash amount, member payment credentials | Payment authorisation reference; receipt | Payment authorisation success rate ≥97.5%; fraud decline rate <0.8% | Y | Y |
| 3.3 | Member Confirms Award Booking | Loyalty Programme Member | Airline Mobile App / Web Self-Service Portal | Full award summary, payment confirmation, miles cost | Member acceptance event (within 15-minute session window) | Confirmation completion rate ≥80% of members who reach review screen | Y | N |
| 3.4 | Deduct Miles from Member Account | Loyalty Systems Analyst | Amadeus Altéa Loyalty | Member confirmation event, calculated miles cost | Updated miles balance; deduction transaction record | Miles deduction posting time <5 seconds; deduction error rate <0.01% | N | Y |
Phase 4 4.1 |
Issue Award Ticket or E-Voucher | Loyalty Fulfilment Agent | Amadeus Altéa Ticketing | Confirmed booking PNR, deduction transaction record | Electronic ticket number (ETK) or partner voucher code | Ticket issuance success rate ≥99.8%; issuance time <30 seconds | Y | Y |
| 4.2 | Transmit Partner Booking via API | Loyalty Partnerships Manager | NDC API Gateway / Partner Redemption API | Voucher code, partner booking reference, member contact details | Partner booking confirmation reference | Partner booking API success rate ≥98.5%; confirmation delivery time <2 minutes | Y | Y |
| 4.3 | Send E-Ticket & Booking Confirmation to Member | Loyalty CRM Analyst | Salesforce Marketing Cloud | ETK or voucher code, partner confirmation, member contact preferences | Transactional email/SMS confirmation with PNR and redemption summary | Confirmation delivery rate ≥99.2%; delivery time <5 minutes of ticket issuance | N | Y |
| 4.4 | Update Member Redemption History | Loyalty Systems Analyst | Amadeus Altéa Loyalty | Completed transaction record, ETK, partner reference | Updated member activity ledger; redemption event record | Ledger update latency <10 seconds; history record accuracy 100% | N | N |
Phase 5 5.1 |
Reconcile Miles Deducted vs Tickets Issued | Loyalty Finance Analyst | AWS Redshift (Loyalty Data Warehouse) | Daily miles deduction log, ticket issuance log, partner voucher log | Reconciliation report; exception list of unmatched transactions | Reconciliation match rate ≥99.9%; exception resolution within 2 business days | Y | Y |
| 5.2 | Report Liability Reduction to Finance | Loyalty Finance Analyst | SAP S/4HANA Finance (FI/CO) | Reconciled redemption volume, miles deducted, average CPM (cost per mile) | Loyalty liability journal entry; deferred revenue release posting | Monthly loyalty liability reporting accuracy ±0.5% variance vs actuals; posted within 3 business days of month-end | N | N |
| 5.3 | Analyse Redemption Patterns for Programme Optimisation | Loyalty Programme Manager | Tableau / Power BI (connected to AWS Redshift) | Redemption history, award category breakdown, tier segment data | Redemption analytics dashboard; programme adjustment recommendations | Award seat utilisation rate ≥75%; partner redemption share ≥20% of total redemptions | N | N |
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