IAG Loyalty

IAG Loyaltyis IAG’s centre of excellence for loyalty, providing innovative loyalty products and services to its airlines and commercial partners, beyond simply the management of the Avios currency for which it is most well known.

IAG Loyalty Overview

Throughout the pandemic IAG Loyalty has demonstrated the resilience of our model and the value of being able to maintain engagement with its customers. The company remained profitable and cash generative throughout the pandemic.

2021 has been a year of modernising our infrastructure to enable their to accelerate its business plan. The company continued to invest in its customer propositions and technology development to ensure its loyalty asset was ready for the lifting of global travel restrictions.

IAG has enhanced its ways of working and made new appointments in the management team that are enabling us to deliver more initiatives at speed. They have new long-term agreements with IAG airlines and secured a doubling of its guaranteed reward seats in the process.

Its role of providing the Group airlines with a pioneering centre of excellence for loyalty continues to develop at pace.

In 2021, customers collected over 54 billion Avios. Avios collected from flying was down 80 per cent versus 2019, though collection from everyday spend with its partners was less impacted by the pandemic, being down by 27 per cent versus 2019. Of our 2021 issuance, 77 per cent came through customers collecting with non-air partners.