Phil Hawkins has worked in loyalty programs for 25 years, and was most recently the Chief Operating Officer at Flybuys in Australia. In this episode, Matt chats to Phil about some of the things he's learned during his career in loyalty. Find out what happens behind the scenes, what makes a good (or bad) loyalty program, and why elite status tiers wouldn't work for a retail loyalty program like Flybuys.   Episode contents: 1:16 - Fortnightly news round-up 9:48 - Interview with Phil Hawkins 33:47 - Matt travels to Switzerland   Links: AFF on Air Discussion thread - a dedicated AFF thread to discuss the podcast and ask questions   Frequent Flyer Gazette articles referenced in the fortnightly news round-up: Overview of Australian State & Territory Entry Requirements Qantas Continues Status Extensions Until December 2022 Virgin Boosts Status Credits Until 30 June 2022 Singapore Airlines Returns to Darwin & Cairns Qatar Airways Privilege Club Switches to Avios Nasty Change to Australia’s Tourist Refund Scheme