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Every traveler knows the paradox of modern flight: one moment you’re gliding through security and boarding early; the next, you’re navigating delays, lost bags, or crowded lounges. The difference between frustration and delight often comes down to how a brand manages those moments. In an era where expectations evolve faster than itineraries, emotional loyalty is forged not by luxury, but by reliability and relevance. 

In this episode of Leaders in Customer Loyalty: Industry Voices, CEO Mark Johnson sat down with Andrew Harrison-Chinn, Chief Marketing Officer at DragonPass, to discuss how the company is reshaping the airport experience and leaning in to what emotional loyalty means for travelers in a post-pandemic, high-expectation era.