Problems with loyalty programs (case study)
2 February 2015, Igor FarafonowHave you ever used loyalty programs? Not only for having a card but actually trying to do something with it? We did – many times. Here’s one of these.
Miles&More is Lufthansa airlines’ loyalty program – while travelling by their and their partners’ planes, customers earn miles which can later be exchanged for various prizes or increased standard of their flights.
Miles&More is an integrated, multinational system available in many languages. We decided to test the Polish internet users’ proficiency with this system.
Our goal: to verify the bottlenecks in typical scenarios involving Miles&More.
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