Boosting Customer Loyalty and Satisfaction Through Innovative Flight Delay Solutions
Collinson, a global leader in loyalty and customer benefits, has formed a strategic partnership with National Australia Bank (NAB), one of Australia’s largest financial institutions. This collaboration aims to provide NAB’s Rewards Signature credit card customers with complimentary global airport lounge access in the event of a flight delay, enhancing the bank’s travel offering.
Under the partnership, NAB will integrate Collinson’s cutting-edge parametric service, SmartDelay™, which grants cardholders and up to four travel companions access to airport lounges if their flight is delayed by at least 60 minutes. The goal is to not only increase credit card consideration but also strengthen loyalty among both new and existing NAB customers by offering a unique and valuable service.
Innovative Solutions for an Evolving Market
Alex Lawrence, Global Head of SmartDelay at Collinson, expressed his enthusiasm for the partnership: “NAB supports over 10 million customers, and we are excited to bring SmartDelay to their premium credit card users. At a time when customers expect more from their financial institutions, NAB has shown forward-thinking leadership in addressing customer satisfaction and loyalty. This partnership represents a significant opportunity for both organisations to achieve their strategic growth objectives.”
The service comes at a time when flight delays are becoming more common. Recent statistics reveal that nearly one in four flights worldwide is delayed by at least 15 minutes, and over 133 million travellers face delays exceeding one hour each year. SmartDelay aims to alleviate the stress and anxiety often experienced by air travellers by offering access to over 1,500 airport lounges. In addition to lounges, customers may also benefit from alternative perks such as spa services, sleep pods, or restaurant vouchers during prolonged delays.
Enhancing Customer Experience with Travel Benefits
Tim Peters, NAB’s Executive for Personal Lending Experience, highlighted the significance of the partnership for NAB’s customers: “The NAB Rewards Signature card is now the ultimate companion for both international and domestic trips. Our enhanced travel rewards, including the new SmartDelay service, provide peace of mind in the event of flight disruptions. With just a few clicks, our customers can enjoy the comfort and convenience of airport lounges while they wait for delayed flights, making their travel experience significantly more enjoyable.”
Peters added, “These new travel rewards demonstrate our commitment to offering customers more value, ensuring that our credit card proposition remains competitive and appealing to those seeking high-quality travel benefits. We understand that today’s travellers demand flexibility and comfort, and SmartDelay helps us meet those expectations.”
Responding to Global Trends in Travel
The introduction of SmartDelay is a timely addition to NAB’s portfolio, addressing a growing need among travellers worldwide. With air travel slowly recovering post-pandemic, disruptions remain a significant challenge. By offering customers an efficient and user-friendly solution to flight delays, NAB and Collinson are helping to mitigate the impact of these disruptions.
Both companies are confident that the partnership will drive customer loyalty and satisfaction while solidifying NAB’s position as a leader in the travel rewards sector. The collaboration is expected to appeal particularly to frequent travellers, who are increasingly looking for credit card perks that add tangible value to their travel experiences.
