Q+A: Why Australians are hooked on points

Frequent flyer points were once a fairly simple way for airlines to reward loyal customers. Today they sit at the centre of enormous commercial ecosystems, influencing where we shop, which cards we use and even how much we’re prepared to pay.

Sean Aylmer speaks with management consultant and loyalty expert David Maloney, author of Points: Mastering the Game of Frequent Flyers. They talk about how the points economy makes money, why Qantas has become so good at it, and the behavioural economics that keeps consumers hooked.

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