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Flyer Miles, Same Bed but Different Dreams: A Tug-of-war between Airlines and Consumers over a Decade

Chen Zhi1 · Eun-Hye Park1 · Lee, Su-Yol1

1 Chonnam National University

Published: January 2023 · Vol. 27, No. 3 · pp. 1-24
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Abstract

Flyer miles are re-emerging as a controversial topic in the airline business since the COVID-19 pandemic period seems to end. A conflict between consumers and airlines has been a puzzle for over a decade. Flyer miles, a prominent marketing strategy to increase customer loyalty, has continued to burden the airline business because they grow corporate liabilities and uncertainties of airline supply and demand. Marketing, accounting, and legal issues regarding flyer miles have entangled in the airline business. This teaching case is developed for class discussion on the issues of flyer miles. Using this case, students can understand the backgrounds, causes, progresses, and dynamics of flyer miles issues in South Korea and analyze them comprehensively from various aspects of marketing, accounting, customer relations management, alliances, and M&A. This case does not intend to illustrate either effective or ineffective handling of a managerial situation and judgment of the right thing for businesses regarding flyer miles. A chronicle of flyer miles and the teaching plan of this case provide a place for debate for airlines' strategies in response to air miles issues.
Keywords: 항공 마일리지소비자불만마일리지 유효기간마일리지 갈등대한항공아시아나항공항공사 통합