Case Study: Heathrow Airport boosts loyalty and passenger engagement with Comarch Loyalty Management

Heathrow Airport boosts members 400% with Comarch

Heathrow Airport, the busiest airport in Europe, sought to improve passenger experience and generate greater commercial insight by re-launching its loyalty program. Their challenge involved personalizing customer journeys and gaining a deeper knowledge of their over 70 million annual passengers. To meet these goals, they partnered with vendor Comarch to implement Comarch Loyalty Management for Airports.

Comarch provided a comprehensive loyalty solution hosted and maintained by their team, which included modules for business administration, a contact center, a web portal, and a mobile website. This new system allowed Heathrow Rewards to significantly grow its member base and engagement. The results for Heathrow included a 400% increase in members, a 60% increase in transactions, a 150% increase in redemptions, and a 2.5% operational expenditure reduction despite the substantial growth.

Heathrow Airport