How the CEO of Star Alliance wants to make your travels easier in the future
This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.
The CEO of the largest global airline alliance joins Talking Points this week. Jeffrey Goh has been at the helm of Star Alliance, which includes United Airlines, since 2017. He explains how one of his main goals is providing passengers with a more seamless end-to-end journey, through app advancements and offering additional benefits to its top-tier members.
On this episode, tune in to learn how the alliance of two dozen airlines operates. Goh details what it takes for an airline to become a member, the markets it’s looking to enter and the strategy behind its lounges. He also explains how the alliance wants to sync every aspect of a traveler’s trip, as well as providing a simpler way for users to search for partner availability all in one place.
“There is a raft of peripheral transactions that, typically, you would also enter into to kind of supplement your travel. Whether that is buying insurance, accommodation, an Airbnb experience, your last mile transportation, or the ticket to the Ryder Cup, or the baseball [game]. How can we bring that within an ecosystem where you don’t have to get in and out of a system or a portal or a .com to complete that end to end customer journey that you were planning to have?”
When it comes to the Star Alliance lounges, Goh wants experiences to come with a “local wow factor,” which is why an outdoor terrace has been designed at LAX. He tells Brian Kelly how the lounges operate and why Star Alliance is looking to expand into non-hub airports.
“So in Los Angeles, even though it’s branded Star Alliance, it is in fact behind it Air New Zealand that is running the lounge…It simply takes away the burden of 14 other airlines that fly into Los Angeles building their own lounges and opening up only for three hours before that single flight takes off. It just doesn’t make sense, so there is a lot of synergy in bringing the airlines into one lounge.”
Star Alliance announced in June 2019 that it would not be adding new elite tiers despite previously claiming it would at the International Air Transport Association (IATA) summit. Goh says the alliance is looking for creative ways to give its elite members more recognition before adding additional tiers.
“And these benefits don’t necessarily need to be about your immediate flight experience, lounge access, priority boarding, priority check in and all those sort of things. But if you’re a Gold customer, could I give you an upgrade on the Heathrow Express from the airport to downtown? If you are a Gold member, could I give you a preferred rate for a Tumi bag and so on and so forth?”
More on Star Alliance:
Book this, not that: Star Alliance award tickets
Best websites for searching Star Alliance award availability
7 great mileage programs for booking star alliance awards
You can play this episode above, or wherever you get your podcasts.
Featured image by Alejandra Parra/Bloomberg via Getty Images
Sign-up Successful!
Welcome to The Points Guy!
Earn 50,000 bonus miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new card in your first three months of card membership. Plus, earn up to $100 back in statement credits for eligible purchases at U.S. restaurants with your card within the first 3 months of membership.
With Status Boost™, earn 10,000 Medallion Qualification Miles (MQMs) after you spend $25,000 in purchases on your Card in a calendar year, up to two times per year getting you closer to Medallion Status. Earn 3X Miles on Delta purchases and purchases made directly with hotels, 2X Miles at restaurants and at U.S. supermarkets and earn 1X Mile on all other eligible purchases. Terms Apply.
- Earn 50,000 bonus miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new Card in your first 3 months.
- Plus, earn up to $100 back in statement credits for eligible purchases at US restaurants with your card within the first 3 months of membership.
- Accelerate your path to Medallion Status, with Status Boost®. Plus, in 2021 you can earn even more bonus Medallion® Qualification Miles (MQMs) to help you reach Medallion Status.
- Earn 3X Miles on Delta purchases and purchases made directly with hotels.
- Earn 2X Miles at restaurants worldwide, including takeout and delivery and at U.S. supermarkets.
- Earn 1X Miles on all other eligible purchases.
- Receive a Domestic Main Cabin round-trip companion certificate each year upon renewal of your Card. *Payment of the government imposed taxes and fees of no more than $75 for roundtrip domestic flights (for itineraries with up to four flight segments) is required. Baggage charges and other restrictions apply. See terms and conditions for details.
- Enjoy your first checked bag free on Delta flights.
- Fee Credit for Global Entry or TSA Pre✓®.
- Enjoy an exclusive rate of $39 per person per visit to enter the Delta Sky Club® for you and up to two guests when traveling on a Delta flight.
- No Foreign Transaction Fees.
- $250 Annual Fee.
- Terms Apply.
- See Rates & Fees
Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.
Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.