Aviation & Aerospace

Loyalty experience transformation

Helping your members fall in love with what they already have

The problem we solve

Your loyalty program economics are working. You've invested in the right earn and burn rates, tiering structure, and partnership portfolio. But your members don't fully understand what they have or how to use it effectively.

The result? Lower redemption rates, suppressed engagement, and members who feel frustrated rather than valued, and eventually, a damaged brand.

The problem isn't your program – it's the experience.

Our approach: Experience, not economics

Because the issue isn’t the program itself, we don’t touch your economics. Instead, we transform how members experience and interact with the value you've already invested in and created.

We combine aviation expertise with world-class product thinking, UX design, and software engineering to build digital experiences that help members:

Key features

→ Understand what they have (status, miles, benefits)
→ Discover what's possible (redemption opportunities they didn't know existed)
→ Take action confidently (book, redeem, and engage without friction)

What we deliver

Discovery & insights

→ Member journey mapping across all touchpoints

→ Behavioral analytics review to identify drop-off points, and opportunities

→ Usability research with actual members to understand pain points

→ Competitive benchmarking against best-in-class loyalty experiences

→ Actionable insight report with prioritized opportunities

Experience design & validation

→ Concept development for high-impact member experiences

→ Interactive prototypes for key journeys (e.g., redemption discovery, status tracking, benefit education)

→ Rapid user testing with your members to validate direction

→ Design system foundations that scale across your digital ecosystem

→ Technology feasibility assessment and integration planning

Build & launch

→ Agile development of production-ready features or applications

→ Integration with existing loyalty platform and airline systems

→ Performance optimization and accessibility compliance

→ Launch planning including phased rollout strategy

→ Success metrics framework and measurement infrastructure

Advanced capabilities (ongoing)

→ AI-powered recommendation engines (like our IAGL work - helping members discover available reward flights through conversational interfaces)

→ Personalized benefit education (surfacing the right value at the right moment)

→ Proactive engagement triggers (alerting members to expiring benefits or new opportunities)

→ Cross-channel consistency (ensuring seamless experiences from app to web to airport)

Impact you can expect

Based on our experience transforming loyalty experiences, our clients typically see:

Increased redemption rates

Members who understand their options redeem 2-3x more frequently.

Higher engagement

Better UX drives 30-50% increases in program interaction.

Improved NPS

When members can easily access value, satisfaction scores rise significantly.

Operational efficiency

Self-service experiences reduce call center volume for routine inquiries.

Why Reaktor Aero?

Product-Led Thinking

We don't just design pretty screens. We solve business problems through product strategy that connects member needs with commercial outcomes.

Aviation Domain Expertise

We understand the unique constraints and opportunities for airlines based on our over a decade of experience building digital products for airline passengers.

Speed to Value

We work in rapid cycles, delivering testable solutions in weeks rather than months, so you can validate direction before major investment.

End-to-End Capability

From research to design to engineering, we have all the disciplines needed to take ideas from concept to production without clunky handoffs or transition loss.

Getting started

We typically begin with a 4 week scoping engagement to:

→ Understand your specific member experience challenges

→ Review existing data and research

→ Identify 2-3 high-impact opportunity areas

→ Define a phased roadmap with clear milestones

The output is a concrete plan for the first phase of work—typically a 3-4 month engagement focused on a specific member journey that's both high-impact and achievable.