Case Study: Heathrow Airport achieves 400% member growth and 20% higher spend with Comarch

Comarch Loyalty Management Implementation at London Heathrow Airport

London Heathrow Airport needed to relaunch its Heathrow Rewards loyalty programme to deliver world‑class customer service, deeper personalization and faster partner integration while migrating quickly from an old platform with minimal disruption. Comarch implemented its Comarch Loyalty Management for Airports solution to provide a hosted Loyalty Engine, member web and mobile sites (including Apple Passbook), contact‑centre and back‑office management services to capture customer insight and modernize the programme.

Comarch delivered the integrated platform and managed services (hosted and supported by Comarch) with front‑end POS and contact‑centre partners, going live in May 2013 after a six‑month migration. The Comarch solution helped Heathrow grow members 400% to 1,500,000, lift transactions by 60%, increase active members by 14%, boost redemptions 150% and raise spend per visit by 20% (about £70 higher than non‑members), while cutting OPEX by 2.5% and integrating points accrual with over 120 global brands.

Heathrow Airport

Simon Chatfield

Head of eBusiness & CRM