SimpliFlying

INFOGRAPHICS
The future of loyalty is social

• Based on a study of people who fly at least 5 times

a year
 Frequent fliers are heavy users of social networks
 The frequent flier participation ladder
 Frequent fliers “following” their favorite airlines on Twitter are steadily
increasing
 A majority of frequent fliers "like" at least one airline on Facebook
 Frequent fliers seek multiple benefits by following airlines on social networks
 Factors that encourage frequent fliers to fly a particular airline
 Booking behavior
 Assessing the future of loyalty
 Factors that make frequent fliers loyal to a particular airline
 Preferred ways of earning loyatly points via social media

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Frequent fliers are heavy users of social networks

%
% 8 8.3
37.7

%
71.6

63%
r
witte
T
k 35.8%
e boo
Fac
e
u Tub
Yo
In 24.1%
in ked
L
or
i p Advis 23.5%
Tr
s
Blog
is 17.9%
Wik
r
Flick

3
The frequent flier participation ladder

Frequent Fliers
US Adult online
consumers 0.27
13% CREATOR
(publish content)
19% 0.38
CRITIC
(comment and post)
15% 0.18
COLLECTOR
(use RSS or feed readers) 0.28
19%
JOINERS
(publish, comment, share)

33% 0.54
SPECTATOR
(read, watch but don’t interact)

4
Frequent fliers “following” their favorite airlines on
Twitter are steadily increasing

6.3% +11

3.7% 6 to 10

24% 1 to 5

66% None

5
A majority of frequent fliers "like" at least one airline
on Facebook

4% +11

5% 6 to 10

53% 1 to 5

38% None

6
 Frequent fliers seek multiple benefits by following
airlines on social networks

50%
43.8%
22.2% 14.2% 37%

To get the latest To stay updated To get realtime To contact the airline To affirm loyalty
Info about deals with latest news flight updates to the airline
& competitions from the airline and
announcements

7
 Factors that encourage frequent fliers to fly a
particular airline

Degree of influence % %
10.6 12.
6 27
. 7%

26
Very strong

.3
%
%

14.5%
Deals and

15 . 6
Reading
Somewhat strong about Friends
Promotions on
Facebook And
Experiences
Not at all Twitter

%
9% 25 23

.4
.
Moderately strong 21 .6 .9 %

2 1
%

Not much

4% % %
% 10.6 8.8
.2
11

34

%
34.

15
%

Ability to earn

38.1
.2%
The Ability to sit
16.1

The Airlines points /

2

Social media next to a friend

%

vouchers

%
21.1%

Presence (viral, or some one

through social with similar
videos ,games media sites.
Etc.,) interests

%
8 .1
.8%

1
16

22.4 20%
29.2% %

8
Booking behavior

Where do you go BEFORE you book a Where do you actually book a

flight? flight?

Facebook 0%
Facebook 0%

Twitter 1 Airline's web 81%

%
Airline's web 45% Travel web 14%

Travel web 43% Phone 1%

2.5% 2.5%
Travel agent Travel agent

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Assessing the future of loyalty

4 years 30 years old!

191 Airlines on Twitter

179 Airlines with
loyalty programs

10
Factors that make frequent fliers loyal to a airline
26.5%
23.0% 23.0%
Frequent fliers who would join
a social loyalty program
15.0%

11.0%

Yes
72%

2.0%

No
28%

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Preferred ways of earning loyatly points via social
media

Strongly Moderately 1 0%
8%
preferred preferred

12
15%

36

33
Provide

%
Check-in

%
positive
Slightly Somewhat to loca-
feedback
tions
preferred preferred about an

%
19
airline

7%
1
%
Not at all 2 2 .4 28%

13 9% 7%
15%
%

25
10

40
38
%

%
40

%
Become the
13 %

17

Contribute to
%
%

Tweet Recommend

17%
airline’s brand ideas on the
about the ambassador on the airline to

%
airline a friend airline’s so-
17
social media
cial media
sites
page
%

%
16

25
17

% %
18% 19 % 27% 18

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Contact Us

• To view more, visit http:/bit.ly/sfinfographics

 Based on survey by Cranfield University of 200 frequent

fliers who fly at least 5 times a year.
 Survey on Simpliflying.com.
 Number of airlines on Twitter from Eezeer.com.
 *Figures for 2007,ladder and descriptions adapted from
Forrester’s NACTAS 04 2005 Devices and Access Online
Survey.

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