ABSTRACT
This chapter offers an overview of how to segment airline passengers, define customer value, and retain airline passengers. It also underlines the demographic changes and illustrates the influence of ageing passengers on airline operators and the air transport sector. This chapter examines airline alliance loyalty programmes and highlights their benefits from a passenger perspective. It provides an understanding of the essential techniques of airline passenger segmentation and retention and identifies the customer value of airline products as well as understanding the impact of an ageing society on air transport.
