First Free Story (1 of 3)Join Skift Pro
Like it or not, Marriott’s Bonvoy loyalty program is here to stay. At Skift Global Forum in New York City last Thursday, Marriott Chief Financial Officer Leeny Oberg suggested that Bonvoy would continue to be an aligning brand as the hotel giant continues to grow and expand into new markets.
Not surprisingly, during the Q&A portion of the talk, two out of the three top questions submitted by the audience homed in on Bonvoy’s rocky integration with Starwood Preferred Guest and its members. And in its defense, Oberg stuck largely to the Marriott talking points: Integration issues happen when merging two massive loyalty programs, and in time, things will settle. In short, deal with it.
That may not be enough for a portion of Marriott’s loyalty base that’s still unhappy about the company’s handling of the loyalty integration and its frequent tech issues.
Oberg’s comments came in conversation with CNBC Global Markets Reporter Seema Mody. Skift Travel Reporter Danni Santana has the full scoop on the interview as well as Marriott’s plans around direct booking and home rentals.
— Grant Martin, Business of Loyalty Editor
Skift Stories and More Expert Insight
Accor Launches New Economy Brand Greet: Accor wants to open 300 new Greet hotels across Europe by 2030 as part of an attempt to reenergize the economy segment.
Marriott Continues to Bang the Bonvoy Drum Ahead of Planned Brand Expansion: Marriott International’s aggressive portfolio growth strategy is fueled by company ambitions to make its Bonvoy loyalty program as complete as it can be.
Virgin Atlantic Unveils Massive Growth Plans With a (Major) Catch: Virgin Atlantic, tiny by global airline standards, outlined a plan in London to fly to 84 new destinations in Europe, the Americas, Asia, and Australia as it seeks to challenge British Airways’ market dominance in London.
New Owner Airbnb Will Not Dilute the HotelTonight Brand, CEO of Booking App Says: How is Airbnb adding hotels onto its platform following its acquisition of HotelTonight for $400 million several months ago? Its newly appointed head of hotels and serviced apartments, Sam Shank, also HotelTonight CEO, gave away little at Skift Global Forum on Thursday, but just enough to show that it’s approaching it delicately.
Air France-KLM CEO Opens Up on Turnaround Efforts Amid Legacy Woes: Since Air France-KLM CEO Ben Smith took the job last year, he has been laser-focused on simplifying what, to be kind, was a massively complicated company.
American Airlines Vows to Rebound After Brutal Summer, Says CFO: American Airlines’ tough summer, disrupted by the grounding of the Boeing 737 Max and labor travails with its mechanics union, was undeniably difficult, but Chief Financial Officer Derek Kerr vows these issues will be resolved next year, he said at Skift Global Forum.
Technology, Not Economics, Is Keeping Delta Air Lines From Offering Free Wi-Fi: Delta Air Lines remains committed to offering free Wi-Fi in the not-too-distant future, but a two-week test on 55 domestic daily flights in May showed Gogo’s system is not ready for so much increased usage, CEO Ed Bastian said Wednesday at Skift Global Forum.
Grant Martin [email@example.com] curates the Skift Business of Loyalty newsletter. He is also a director of product marketing at TripActions. Skift emails the newsletter every Monday.