Beyond Miles: Earning Loyalty Through Proactive Care

The Decision Brief SKIFT AVIATION FORUM Katie Smigelski, General Manager, Travel Products, Delta Air LinesEmily Hartman, General Manager, North America, Allianz Partners Moderated by Carolyn Kremins, President, Skift Sponsored by Allianz Partners THE TAKEAWAY Airlines can expand the value of loyalty currencies by allowing travelers to redeem rewards for services beyond flights and upgrades. Delta’s introduction of SkyMiles redemptions for trip protection offers an example of how broader redemption options can support ancillary revenue and deeper customer engagement. PATHS FORWARD Expand redemption options beyond traditional rewards. Smigelski described introducing mileage redemptions for trip protection, giving customers another way to use accumulated loyalty currency. Integrate protection into the booking experience. Allianz’s Emily Hartman described how opted-in customers with eligible flight delays can receive automatic payments, illustrating the practical benefits of trip protection products. Evaluate ancillary products for their full commercial value. Hartman argued that airlines should assess trip protection partnerships through product benefits, coverage, revenue, and their potential contribution to long-term customer relationships. WHAT TO WATCH Whether travelers spend miles on trip protection. Adoption of this new category of redemptions could reveal how customers value practical benefits compared with flights and upgrades. How loyalty currencies expand into the wider journey. Delta’s approach raises questions about which additional travel services could become attractive redemption options. Access all the Skift Takeaways from this event, as well as full session videos, presentation documents, and more editorial coverage at our Skift Aviation Forum attendees hub.