MCO Rewards Loyalty Program

The Aviation Authority aims to enhance the passenger experience, operational efficiency, and non-aeronautical revenue generation through an advanced Passenger Management Platform. The approved vendor must be capable of delivering an integrated solution tailored to the Aviation Authority’s specific requirements for a multi-airport loyalty platform, data insights, passenger engagement, real-time feedback, and revenue data visualization. The vendor will provide a comprehensive loyalty platform that collects and analyzes passenger data to identify behaviors, spending habits, and preferences. The system will enable the Aviation Authority to optimize operations through forecasting and resource allocation while driving strategic growth by aligning loyalty metrics with financial data for revenue optimization. The vendor's experience must include providing a multi-airport loyalty platform for airports, including those with at least twenty million annual passengers.

This solution shall be complemented by a passenger engagement platform that segments travelers based on various attributes, allowing the Aviation Authority to deliver personalized, timely communication and improve the overall passenger journey. The platform shall also include a Voice of the Customer system that collects real-time feedback and sentiment analysis to address emerging issues swiftly. Its system shall allow for AI-driven and live 24/7 support, enhancing customer service efficiency. Additionally, the platform shall provide advanced tools for gathering stakeholder feedback, assessing employee performance, and tracking concessionaire metrics, contributing to a more seamless and satisfying airport experience.

After the completion of a successful one-year pilot program, the Aviation Authority is seeking to implement a multi-airport customer loyalty platform. The pilot program provided valuable insights into customer experience and data/spending customer trends. The Aviation Authority staff were able to identify where program members frequented, enabling the Aviation Authority to further offer promotional opportunities to increase spending at locations that were not seeing as much traffic. The Aviation Authority endeavors to increase passengers’ awareness and patronage of concessions options that are available for parking, shopping and dining at the Orlando International Airport (MCO) and surrounding local communities. MCO boasts concessionaires that are both local to our city and region as well as brands that are nationally and internationally known. The result of these targeted efforts is an increase in non-aeronautical revenue for MCO and higher loyalty to our concession partners in and away from terminal facilities. In addition, customers reap the benefits of earning points redeemable for gift cards, airline miles and more, which in turn encourages more spending at MCO facilities. The platform also queried customers about their experiences after patronizing airport concessions, in order to provide direct feedback to vendors about service growth opportunities and provides an opportunity to provide targeted messaging on airport information and promotions. In addition, the platform provided the ability to use automated passenger appeasement, providing immediate service recovery efforts for those who have a negative experience.

Due to the success of the pilot program, the Aviation Authority has determined that a loyalty program of this nature provides a significant return on investment and is beneficial to its guests, employees and the organization.