This episode is sponsored by Phaedon.

Download their 2026 research paper on Humanizing Loyalty here now.

This interview with two senior executives at IAG Loyalty is a must listen for all loyalty professionals.

Rob McDonald, Chief Commercial Officer, and Silvia Espinosa, Chief Customer Officer share deep insights about the IAG Loyalty business.

It operates with 40 million members and incredibly, 3000 Avios are collected every second, whilst 2000 Avios are used per second!

Interestingly, 60% of Avios are collected outside of flying.

Rob and Silvia talk through IAGL’s partner approach with recent successes.

We also hear about innovations such as Avios-only flights, gamification engagement through Avios booster and IAGL’s wine flyer.

Hosted by Amanda Cromhout

Show Notes:

1) ⁠Rob McDonald

2) ⁠ ⁠Silvia Espinosa⁠

3) IAG Loyalty

4) IAG Loyalty LinkedIn Page