Frequent Flyer Programs (FFPs), Customer Loyalty Management with Fraud Prevention (LIVE virtual classroom)

3-day (12 hours) LIVE virtual classroom course

Business leaders in Aviation today are often confronted with an unpredictable and volatile environment. The theories and models that drive efficient market coverage, customer prospecting and retention in the past are becoming less relevant. As a result, IATA has created this course that offers advanced, in-depth knowledge of Frequent Flyer Programs (FFPs), Customer Experience, Loyalty Management strategies, Fraud Management, skills, development tools and latest trends. Over 3 days you will gain the critical capabilities required to succeed in an ever-changing global Aviation business and consumer environment.

Course code: TALM-21-VC

Course format

• The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
• The course will take you approximately 12 hours to complete and be held over 3 consecutive days.
• There will be 3 live interactive virtual classroom sessions per day, two sessions of 90 minutes and one session of 60 minutes.
• The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos.
• Student performance will be based on an assessment.

Technical requirements

Please verify your hardware, software and network to support your upcoming course with IATA Training.

Prerequisites

• Recommended level is Entry-level and Intermediate.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to log in to your Training Account. Please have your login details ready.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount. The discount will be calculated at the time of payment.

To arrange in-house training for your company: Complete the in-house training request form or contact the B2B Training Specialist in your region.

Virtual venues

We schedule our virtual classroom courses through one of 3 virtual venues, each in a different time zone for your convenience. For more information, please visit our page on virtual classroom timing or contact our Customer Portal.

Please check the exact schedule of each class below (View more details) and click ‘Register’.

Upon completion of this course you will be able to:

• Discuss competitive forces that influence corporate success with FFPs
• Recognize critical customer needs and expectations
• Maximize contributions with Loyalty Programs including pre- and after-sales
• Describe advanced strategies in loyalty management to build trust and a greater understanding of your clients’ needs
• Explain the key elements of customer retention management processes, KPI monitoring, fraud prevention and protection
• Identify the latest innovation, trends and predictions for FFPs

The key topics that are covered during this course include:

• The importance of customer loyalty management strategies and programs
• How structural changes and trends influence retention management
• Frequent Flyer Program principals, optimization and their return on investment
• Maximize revenues with FFPs and FFPs in Alliances and with Partners
• Pre- and after-sales, repurchase and the relation of the brand to loyalty
• How to build trust
• Customer segmentation, and customer surveys
• FFP Fraud protection and prevention
• CRM, system and technical applications

This course is recommended for:

• Frontline, supervisors and managers from airlines, the travel industry or the aviation customer service industry involved in FFPs, customer experience and retention
• Individuals wishing to enhance or refresh their knowledge or new to their responsibility

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.