CX-04 · Tier Status & Upgrade 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	Ingest flight activity from PSS transaction feed	Loyalty Platform Engineer	Amadeus Altéa PSS	Post-departure flight coupons and e-ticket transaction records	Raw activity records loaded into loyalty staging table	Transaction ingestion latency ≤4 hours post-departure; error rate <0.1%	N	Y
1.2	Validate fare class earning eligibility vs ATPCO rules	Loyalty Operations Analyst	ATPCO Fare Data	Fare basis code and booking class from ingested transaction	Earning eligibility flag (qualifying / non-qualifying) per segment	Eligibility rule coverage ≥99.5% of active fare families; <0.5% manual review rate	Y	Y
1.3	Post qualifying miles/segments/spend to member ledger	Loyalty Platform Engineer	Amadeus Altéa Loyalty	Validated earning eligibility flag and segment distance/revenue data	Qualifying Miles (QM), Qualifying Segments (QS), and Qualifying Spend (QSP) posted to member account	Ledger posting accuracy ≥99.9%; retro-credit request rate <2% of eligible transactions	N	Y
Phase 2 2.1	Aggregate qualifying credits against tier thresholds	Loyalty Data Analyst	AWS Redshift	Rolling 12-month QM, QS, and QSP ledger totals per member	Tier progress score and distance-to-next-tier metric per member	Batch refresh cycle ≤6 hours; member progress accuracy vs ledger ±0 credits	N	N
2.2	Apply partner airline and credit card earning multipliers	Loyalty Operations Analyst	Amadeus Altéa Loyalty	Base qualifying credits and active partner multiplier rules	Adjusted qualifying total inclusive of promotional and partner bonuses	Multiplier application accuracy ≥99.8%; promotional credit disputes <0.3% of bonus transactions	N	Y
2.3	Flag members within 10% of next tier threshold	Loyalty CRM Manager	Salesforce Marketing Cloud	Tier progress score from Redshift; tier threshold configuration	Proactive tier-progress nudge email or push notification sent to member	Nudge email open rate ≥35%; incremental qualifying activity uplift ≥8% among nudged cohort	N	Y
2.4	Assess whether tier upgrade threshold has been met	Loyalty Platform Engineer	Amadeus Altéa Loyalty	Adjusted qualifying total; tier programme threshold table	Tier upgrade trigger event or no-action record	Tier threshold assessment latency ≤1 hour of qualifying transaction posting; false-positive rate <0.01%	Y	Y
Phase 3 3.1	Award new tier status in Amadeus Altéa Loyalty	Loyalty Platform Engineer	Amadeus Altéa Loyalty	Tier upgrade trigger event from step 2.4	Member profile updated with new tier code and tier validity dates	Tier award processing time ≤30 minutes from trigger; tier award error rate <0.05%	N	Y
3.2	Provision upgrade coupons and lounge access in PSS	Loyalty Fulfilment Analyst	Amadeus Altéa PSS	New tier code from step 3.1; benefit entitlement table per tier	Upgrade coupons (eUTCs), lounge access certificates, and priority boarding flags active in PNR	Benefit provisioning completion ≤2 hours of tier award; coupon redemption error rate at airport <0.5%	N	Y
3.3	Dispatch tier upgrade congratulation and benefit summary	Loyalty CRM Manager	Salesforce Marketing Cloud	Tier award event; member contact preferences; benefit entitlement copy	Personalised congratulation email with new tier benefits, card dispatch confirmation, and portal link	Email delivery within 2 hours of tier award; delivery success rate ≥98%; unsubscribe rate <0.2%	N	N
Phase 4 4.1	Receive upgrade request at booking or check-in gate	Check-In Agent / Reservations Agent	Amadeus Altéa PSS	Member upgrade coupon or tier-based complimentary upgrade entitlement	Upgrade request queued against target cabin class inventory	Upgrade request capture rate ≥99% of eligible members; request queue processing time ≤60 seconds	N	Y
4.2	Check upgrade class seat inventory availability in PSS	Reservations Agent / Automated Upgrade Engine	Amadeus Altéa PSS	Upgrade request; flight date/route; target cabin upgrade bucket (e.g., C class)	Inventory availability confirmation or waitlist placement decision	Upgrade clearance rate for top-tier members ≥70% on eligible routes; waitlist clear rate ≥50% by T-24h	Y	N
4.3	Process upgrade rebook or manage waitlist clearance	Automated Upgrade Engine / Check-In Agent	Amadeus Altéa PSS	Confirmed upgrade inventory; priority-ranked waitlist	Upgraded PNR with new cabin class; deducted upgrade coupon; or maintained waitlist record	Upgrade processing time ≤5 minutes at check-in; coupon deduction accuracy 100%	N	Y
4.4	Reissue boarding pass with new cabin assignment	Check-In Agent / Self-Service Kiosk	Amadeus Altéa PSS	Confirmed upgraded PNR; new seat assignment in target cabin	Reissued boarding pass with updated class of service and seat number	Boarding pass reissue time ≤2 minutes; boarding document error rate <0.01%	N	Y
Phase 5 5.1	Log tier dispute or competitive status match claim in CRM	Loyalty Customer Service Agent	Salesforce CRM	Member dispute submission (missing credits, incorrect tier, status match request) with supporting documents	Case record created in Salesforce with category, priority, and SLA timer	Case creation time ≤5 minutes; first response SLA ≤4 business hours for elite members	N	N
5.2	Review documentation and approve or reject dispute	Loyalty Operations Analyst	Salesforce CRM	Case record; flight/transaction records from Altéa Loyalty; submitted evidence	Dispute resolution decision (approved / rejected) with rationale documented	Dispute resolution time ≤5 business days; first-contact resolution rate ≥80%; approval accuracy vs policy ≥99%	Y	Y
5.3	Apply manual tier or credit adjustment in loyalty system	Loyalty Operations Analyst	Amadeus Altéa Loyalty	Approved dispute decision from step 5.2; adjustment quantity and type	Manual credit or tier amendment applied to member account; case closed in Salesforce	Adjustment posting accuracy 100%; case closure within 1 business day of approval	N	Y
Phase 6 6.1	Run end-of-qualifying-period tier review batch job	Loyalty Platform Engineer	AWS Redshift	Member qualifying credit totals for the expiring programme year; tier threshold table	Tier renewal, downgrade, or extension recommendation dataset	Batch job completion within 4-hour overnight window; zero failed member records; data reconciliation variance <0.01%	N	Y
6.2	Assess requalification threshold met or missed	Loyalty Platform Engineer	Amadeus Altéa Loyalty	Recommendation dataset from step 6.1; requalification threshold per tier level	Member disposition: renew at current tier / upgrade tier / downgrade tier / place on grace period	Requalification assessment accuracy ≥99.99%; zero incorrect downgrades of members who requalified	Y	Y
6.3	Execute tier renewal, downgrade, or extension notification	Loyalty CRM Manager	Salesforce Marketing Cloud	Member disposition from step 6.2; communication template per tier outcome	Personalised renewal/downgrade/extension email with new tier validity, benefit summary, and re-earn guidance	Notification delivery within 24 hours of batch completion; downgrade appeal rate <5% among downgraded members	N	N

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Process Attributes

Identification

Process IDCX-04

L1 DomainCustomer Experience & Loyalty

L2 ProcessCustomer Experience Operations

L3 NameTier Status & Upgrade Management

L4 Steps20 across 6 phases

Decision Gates5 (all with iteration loops)

Exceptions15 documented

Swim Lanes (Roles)

Loyalty Platform Engineer

Loyalty Operations Analyst

Loyalty Data Analyst

Loyalty CRM Manager

Loyalty Fulfilment Analyst

Check-In Agent / Reservations Agent

Reservations Agent / Automated Upgrade Engine

Automated Upgrade Engine / Check-In Agent

Check-In Agent / Self-Service Kiosk

Loyalty Customer Service Agent

Systems & Tools

Amadeus Altéa PSSATPCO Fare DataAmadeus Altéa LoyaltyAWS RedshiftSalesforce Marketing CloudSalesforce CRM

Key Performance Indicators

Ingest flight activity from PSS transaction feedTransaction ingestion latency ≤4 hours post-departure; error rate <0.1%

Validate fare class earning eligibility vs ATPCO rulesEligibility rule coverage ≥99.5% of active fare families; <0.5% manual review rate

Post qualifying miles/segments/spend to member ledgerLedger posting accuracy ≥99.9%; retro-credit request rate <2% of eligible transactions

Aggregate qualifying credits against tier thresholdsBatch refresh cycle ≤6 hours; member progress accuracy vs ledger ±0 credits

Apply partner airline and credit card earning multipliersMultiplier application accuracy ≥99.8%; promotional credit disputes <0.3% of bonus transactions

Flag members within 10% of next tier thresholdNudge email open rate ≥35%; incremental qualifying activity uplift ≥8% among nudged cohort

Assess whether tier upgrade threshold has been metTier threshold assessment latency ≤1 hour of qualifying transaction posting; false-positive rate <0.01%

Award new tier status in Amadeus Altéa LoyaltyTier award processing time ≤30 minutes from trigger; tier award error rate <0.05%

Airline-Specific Risks & Pain Points

PSS transaction feeds use EDIFACT format; schema mismatches between Altéa versions cause silent drop of codeshare and interline segments, under-crediting elite members

ATPCO fare rules update fortnightly; loyalty rule tables often lag by 1–2 cycles, causing incorrect non-qualifying flags on newly filed promotional fares and generating member complaints

Partner airline codeshare miles require a separate interline settlement file; delays of up to 72 hours in partner data delivery create visible ledger gaps that prompt unnecessary member calls to contact centre

Real-time tier progress is surfaced via mobile app; Redshift batch latency causes app to show stale progress bars, triggering trust complaints from high-value members after qualifying flights

Co-branded credit card spend multipliers are fed by card issuer APIs on a monthly settlement cycle; mid-month tier assessments cannot include unsettled spend, causing members to miss tier upgrades they would have earned had the spend posted on time

Personalisation tokens for nudge emails pull live balance from Altéa Loyalty API; API rate limits during peak send windows cause token failures, resulting in generic messages that undermine member engagement

Inputs / Outputs

Primary InputPost-departure flight coupons and e-ticket transaction records

Primary OutputPersonalised renewal/downgrade/extension email with new tier validity, benefit summary, and re-earn guidance

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