Case Study: China Eastern Airlines achieves seamless 32M-member loyalty merger and SkyTeam compliance with IBS Software's iFly Loyalty

China Eastern Airlines - Customer Case Study

China Eastern Airlines faced the complex task of unifying its Eastern Miles program with Shanghai Airlines’ Crane Club after Shanghai became a wholly owned subsidiary. The merger created huge data, scalability and legacy-system challenges — including millions of duplicate profiles, integration with SkyTeam requirements, and the need for modern digital touchpoints such as WeChat and a wallet solution. To address this, China Eastern selected IBS Software’s iFly Loyalty platform to power the transformation.

IBS Software implemented iFly Loyalty to migrate and dedupe 32 million member profiles and 340 million transactions, achieve full SkyTeam compliance (including Online Retro Integration and Elite Customer Recognition), and enable new features like MU Wallet and an overdraft facility. The result was a smooth cutover with sub-second webservice responses, seamless integration with 500 partners and 17 external systems, and a scalable platform now serving 40M+ members — repositioning Eastern Miles as a profit center and improving member satisfaction and operational efficiency.

China Eastern Airlines