Qantas Loyalty: Redefining Member Rewards & Recognition (#761)

About this episode

Andrew Glance discusses the evolution and innovations of Qantas Loyalty, highlighting its transformation into a standalone business and the impact of technology on member experience.

This episode is sponsored by Points, a Plusgrade company . Read more about their Exchange solution as a growth channel for loyalty programs here. In this episode of Let's Talk Loyalty and Loyalty TV , Andrew Glance CEO of Qantas Loyalty , takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members. Andrew dives into the recent program transformations, including Classic Plus for better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains how technology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience. Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused…

People in this episode

Hosts: Paula Thomas, Carly Neubauer

Guest: Andrew Glance

Topics covered

• loyalty programs
• member rewards
• Qantas Loyalty
• technology in loyalty
• customer experience
• marketing strategies

Keywords

• Qantas Loyalty
• member rewards
• loyalty programs
• AI in loyalty
• Classic Plus
• frequent flyer
• customer recognition
• loyalty marketing

Sponsors

Points

Mentioned in this episode

Organizations: Qantas Loyalty, Plusgrade, Qantas Frequent Flyer

Books & works: The Subtle Art of Not Giving a F*ck

More episodes of Let's Talk Loyalty

• Inside Hyatt's Loyalty Strategy: Why Care Creates Customer Advocacy(#779) · June 11, 2026 · 48 min
• Best of the Back Catalogue | ebookers Bonus+ Rewards Programme (#778) · June 9, 2026 · 39 min
• Rory Sutherland & Dan Bennett on Behavioural Science, Loyalty & How People Really Decide (#777) · June 4, 2026 · 56 min
• Best of the Back Catalogue | Rakuten Rewards — Affiliate Marketing, Cashback & Global Partnerships (#776) · June 2, 2026 · 38 min
• Inside BofA Rewards: Bank of America’s New Vision for Customer Loyalty (#775) · May 28, 2026 · 32 min
• Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774) · May 26, 2026 · 35 min