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In the final episode of our Loyalty Series, we sit down with citizenM’s former CEO and now another star CEO Lennert De Jong to unpack how a boutique hotel brand reinvented loyalty as a product rather than a points program. The result was a paid subscription model, guaranteed room availability, and a bold brand IP sale to Marriott, all of which reshaped citizenM’s growth, distribution strategy, and guest experience without diluting its identity.

Lennert takes us back to the company’s early stance against traditional loyalty models and the forces that pushed a rethink: OTA pressure, the strength of U.S. direct-booking behavior, and the need for scale to protect rate integrity. Out of that emerged mycitizenM+, a simple paid membership that delivers immediate, tangible perks most notably guaranteed rooms when travelers need them most. The psychology mirrors Amazon Prime: when guests pay to join, they default to the brand and return more often. We explore how citizenM measured success through customer lifetime value, switching behavior, and how benefits like coworking access and F&B discounts aligned perfectly with the brand’s living-room-centric design.

We also break down the strategic decision to sell the citizenM brand IP to Marriott, unlocking the demand engine of Bonvoy while allowing citizenM to remain its largest owner-operator. The partnership grants mycitizenM+ members instant Bonvoy Gold, an example of how smart alliances can outperform homegrown loyalty programs. Lennert offers clear advice for smaller hotel groups: skip building your own points-based system and align with a platform that can already move demand at scale.

The conversation then widens into the future of loyalty as a lifestyle platform where rewards expand beyond hotels into concerts, F1 races, and cultural moments and how AI is quietly transforming hotel operations. From bots processing virtual cards to automated OTA message handling, and the coming wave of agentic AI that anticipates guest needs, Lennert outlines a future where automation elevates hospitality rather than replaces it.

For more information about citizenM, please visit https://www.marriott.com/brands/citizenm.

👉 Listen to The Power of True Guest Loyalty in Scaling a Global Boutique Hotel Brand Now

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Think points are the prize? In travel loyalty, status is the real currency - the fast lane, the lounge, the upgrades, and the ease that comes from knowing you’re looked after. In the second episode of our Loyalty Series, we sit down with Erin Murray, CMO of Loyalty Status Co, to explore why many loyalty programs are now more valuable than the airlines that run them and how the smartest brands use status to shape behavior, lift yield, and keep their highest-value travelers loyal.

We follow Erin’s 25-year career across Air Miles, Points, and now Loyalty Status Co to reveal what truly motivates frequent travelers. You’ll hear how Status Lift reduces the need for painful “status runs” by letting near-qualifiers buy up at exactly the right moment. And how Status Match acquires proven high-value flyers the moment a competitor falters. Just look at Air France: after BA’s program changes, they matched 4,000 elites who went on to book 17,000 flights, many in business class. That’s the playbook: spot the moment, validate the traveler, deliver benefits that matter, and watch the revenue follow.

We dig into how personalization is entering a new era. With richer data and AI, brands can detect intent fare shopping, route exploration, requal risk and deliver one-to-one offers that feel timely and relevant. Choice benefits are rising too, giving members flexibility to select what they value most, whether that’s e-upgrades, guest lounge access, or softer thresholds in slower travel years. And of course, co-brand credit cards continue to fuel the commercial engine, turning everyday spend into aspirational trips and steady program revenue. Beyond airlines and hotels, we also look at cruise and casino, two verticals where modern status design can unlock fresh monetization and deeper engagement.

If you lead loyalty, revenue, or partnerships in travel, this conversation is a masterclass in building programs that feel personal, deliver real commercial impact, and keep your most important customers close.

For more information about Loyalty Status Co, please visit https://www.loyaltystatus.com/.

👉 Listen to The New Loyalty Playbook: Global Status Commercialization Now

🔥 Special Thanks to our Season 6 Title Sponsors for their Support: Holafly, Propellic, PayCompass, Kaptio, Civitatis and WeRoad

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We’re excited to kick off a new three-part Loyalty Series, where we explore how airlines, hotels, and loyalty status companies are rewriting the rules of traveler engagement. In this first episode, we begin with a refreshingly simple philosophy from KM Malta Airlines: make value clear, make status meaningful, and make the journey smoother. Oliver Piers Ross, Head of Loyalty & CRM, joins us to share how a small flag carrier built a transparent currency, introduced genuinely useful status tiers, and used smart partnerships to influence traveler behavior in all the right ways.

We break down Skybucks, pegged at one euro cent so members always know what they’re earning and spending. That clarity powers instant earn on takeoff and a seamless redemption slider in the booking flow so intuitive that redemptions began before the program even launched. Oliver also outlines the Traveler, Explorer, and Pioneer tiers, where milestone Skybucks can be used for seats, bags, or part-paid fares. We touch on the value of status recognition and how tools like status match, subscription boosts, and buybacks reduce friction while maintaining solid program economics.

We discuss why loyalty programs can be worth more than airlines, how redemption simplicity increases conversion, and where KM Malta is headed next with a Malta-wide marketplace, exchange partnerships, and tighter CRM personalization. It’s a practical playbook for travel brands rethinking loyalty with clear value, fewer hoops, better data, and benefits that actually get used. What perk would make you switch airlines today?

For more information about KM Malta Airlines, please visit https://kmmaltairlines.com/en.

👉 Listen to How Airlines are Redefining Loyalty for the Modern Traveler Now

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Recorded live in Puerto Natales, Chile, this special Event Spotlight takes you inside the Adventure Travel World Summit (ATWS) — the annual gathering of global adventure leaders hosted by the Adventure Travel Trade Association.

From rewilded national parks to the gravel roads of Aysén, from marble caves at sunrise to a tent shaking to the sounds of Los Jaivas, this episode captures the spirit of Patagonia — a rare mix of purpose and play.

Our host, Dan Christian shares his firsthand experience cycling through Patagonia on a five-day pre-summit adventure with CicloAustral, learning the meaning of “forest bathing,” and discovering how e-bikes, small groups, and community connection redefine sustainable adventure.

Along the way, we hear from an incredible lineup of storytellers, guides, and innovators from writers and filmmakers to operators and conservationists each revealing how to scale adventure tourism without losing the soul of the places we love.

We wrap with a look ahead: the next Adventure Travel World Summit heads north to Quebec City in 2026, continuing the global journey of this passionate, purpose-driven community.

Timestamps:

• 9m14s - Carolina Margado, Executive Director at Rewilding Chile
• 30m31s- Kristine Tompkins, former CEO of Patagonia, and Co-founder and President of Tompkins Conservation
• 58m51s - Nina Kokotas Hahn, Writer and Editor
• 1h23m - Kaiya Yu, Author
• 1hr39m - Aizaz Sheikh, Keynote Speaker
• 2h4m - Gondwana Brasil - Camila Barp & Daniela Meres, Co-founders
• 2h33m - Rob Holmes, Filmmaker
• 2h48m - Gabi Stowell, Travel Trade Specialist, Bannikin
• 3hr04m - Isabel Hofman, Co-founder, Bike Odyssey
• 3hr26m - Shannon Stowell - President, ATTA
• 3hr58m - Claudia Huepe - Co-founder, Cicloaustral

The #1 B2B Travel Podcast Globally. Over 100 Episodes. Listeners in 125 countries. New Episodes Every Weds.

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Want a clear-eyed look at where travel is headed next? Erik Blachford, early Expedia leader turned board member at Zillow, Hipcamp, and Fora, joins us to unpack what the future that actually works looks like — AI behind the scenes, humans up front, and real-world experiences that no screen can replace.

We trace Erik’s journey from building one of the first online travel agencies to backing companies that are reshaping how people stay, plan, and explore. From outdoor escapes to modern travel advising, his perspective connects decades of innovation with what’s coming next.

Erik shares how the smartest teams are using AI right now to compress product cycles, improve workflows, and sharpen marketing efficiency. He’s candid about the limits too, noting that most gains today are cost savings rather than new revenue streams.

At the heart of the conversation is human connection. Travelers still crave reassurance, curation, and accountability, one reason multi-day tours remain mostly offline and travel advisors are seeing a renaissance. Platforms like Fora illustrate what “human in the loop AI” really means: powerful tools empowering trusted people. We also explore a growing countertrend to constant connectivity, including wellness travel, digital detoxes, national park road trips, RV adventures, and the return of small-group journeys. When travelers set their devices aside, communities form in trails, lodges, and around shared tables — and that’s the magic they remember.

See Erik speak live at Phocuswright (Nov 18-20). Save $250 with code:TravelTrendsSpecial25.

👉 Listen to Innovation, Leadership & the Future of Travel Now

🔥 Special Thanks to our Season 6 Title Sponsors for their Support: Holafly, Propellic, PayCompass, Kaptio, Civitatis and WeRoad

The #1 B2B Travel Podcast Globally. Over 100 Episodes. Listeners in 125 countries. New Episodes Every Weds.

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Travelers think they want Stonehenge - but what they remember is a pint shared with locals, the scent of wild hedgerows, and a guide who brings the landscape to life.

In the final episode of our Emerging Multi-day Tour series, we sit down with Will Cairns, Managing Director of Active England Tours, to explore how a soft-adventure brand transforms repeat UK visitors—mostly American retirees—into lifelong fans through curation, kindness, and flexibility. From e-bikes and support vans to clever Sunday tour starts that lower hotel costs, Will shares the thoughtful decisions that create value without ever sacrificing soul.

We also get candid about distribution, growth, and brand differentiation. With roughly 70% of bookings coming via trade partners and 30% direct, Active England is aiming for a balanced 60–40 mix. Will explains how to scale both sides by leading with guides—not logos—and designing themed itineraries that surprise and delight, such as pairing the Chelsea Flower Show with garden trails in the Cotswolds. He reveals why Avebury can outshine Stonehenge for immersion, how to expand beyond the usual hotspots into Dorset, Devon, Cornwall, and Scotland, and why standing apart is more sustainable than competing on price.

We then go behind the scenes of Active England’s operator playbook—from choosing tech that fits your stage (migrating to Moonstride, layering Mailchimp and HubSpot) to hiring for empathy and building a strong management layer as the company grows.

Whether you’re an emerging tour operator or a traveler curious about what makes a week in England truly unforgettable, this conversation is a masterclass in scaling travel the human way.

For more information, please visit Active England Tours.

👉 Listen to Cycle, Hike & Adventure - The New Multi-Day Movement Now

🔥 Special Thanks to our Season 6 Title Sponsors for their Support: Holafly, Propellic, PayCompass, Kaptio, Civitatis and WeRoad

The #1 B2B Travel Podcast Globally. Over 100 Episodes. Listeners in 125 countries. New Episodes Every Weds.

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Recorded live from Washington, D.C., Arival 360 is the premier gathering for what many call the “1% of the experiences sector.” This meticulously curated event brings together visionary creators, resellers, technologists, and leaders from across the travel ecosystem — from day tour operators and multi-day specialists to innovative startups and global platforms like GetYourGuide and Viator — all united by one goal: shaping the future of travel experiences.

This special 5-hour event spotlight episode captures the energy and insight of the conference, featuring 15 exclusive interviews recorded on-site in September.

Want to jump straight to the conversations that matter most to you? Scroll down for timestamps and guest highlights from each interview.

Highlights & Timestamps:

• 4m41s - Stephen Joyce, Global Travel Lead, Protect Group
• 24m17s - Lauren Shannon, GM, Arigato Travel
• 42m35s - Joe Pine, Author, The Transformation Economy
• 1hr16m - Michael Zeissner, Managing Partner, FMZ Ventures
• 1h42m - Marica Mackenroth Brewster, CEO & Founder, Von Mack Agency
• 2h 3m - Craig Dodge, Senior Director of Sales & Marketing, Phare, The Cambodian Circus
• 2h24m - Cindee Brown Mills, Owner, Breathe Alaska
• 2h47m - Rob Keen, Co-founder, Project Expedition
• 3h - Arnaud (Arno) Azoulay, Founder & CEO, Babylon Tours
• 3h19m - Gabriela Radimáková , GabiGo s.r.o
• 3h35m - Marc Eder, Founder, DayOf
• 3h54m - Tony Carne, Co-founder, Videreo
• 4h1m - Daniel Cerda, Founder & CEO, Eating with Carmen Food Tours
• 4h13m - Alex Ragin, CEO, Tourseta
• 4h28m - Douglas Quinby, Co-founder & CEO, Arival

The #1 B2B Travel Podcast Globally. Over 100 Episodes. Listeners in 125 countries. New Episodes Every Weds.

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Curiosity changes everything. That’s the thread running through our conversation with Crooked Compass founder and CEO Lisa Pagotto, whose frontier-travel philosophy favors depth over dazzle and local impact over checklists. In this second episode of our Emerging Multi-Day Tour Operators series, we explore how she designs perspective-shifting journeys in safe yet overlooked destinations — from Papua New Guinea’s highland festivals and WWII relics to Mongolia’s sweeping steppe — and why honesty about difficulty, logistics, and culture leads to more meaningful travel.

Lisa reveals the craft behind the brand: small-group tours capped at 12, a post-pandemic rise in private touring, and a rigorous duty of care that comes before any itinerary is built. For her, sustainability isn’t about box-ticking — it’s about keeping money in local communities and creating genuine cultural exchange. We also look at who’s booking these trips: often 55-plus, well-traveled, with a growing solo-female segment seeking connection, storytelling, and transformation.

We chart what’s next in frontier travel — from the Balkans and the Silk Road’s five Stans to North Africa’s unsung gems like Tunisia and Algeria. Lisa also shares how she evaluates post-conflict destinations such as Iraq or Syria through careful risk frameworks, and why transparent pre-trip education turns hesitation into confidence. Along the way, a remarkable field story from North Korea challenges perceptions and captures the true spirit of perspective-shifting travel.

Come for the inspiration, stay for the playbook — how to spot emerging destinations, build local partnerships, and choose journeys that make a difference. Learn more at crooked-compass.com.

👉 Listen to Uncharted Worlds: Perspective-Shifting Journeys with Crooked Compass Now

🔥 Special Thanks to our Season 6 Title Sponsors for their Support: Holafly, Propellic, PayCompass, Kaptio, Civitatis and WeRoad

The #1 B2B Travel Podcast Globally. Over 100 Episodes. Listeners in 125 countries. New Episodes Every Weds.

https://www.traveltrendspodcast.com/