How an airline's app is turning loyalty into currency - Udhara de Silva (Singapore Airlines)

Udhara de Silva, who leads loyalty marketing for Singapore Airlines in Australia, walks through the launch and rapid growth of Kris+, the digital rewards app that enables members to earn and spend miles in restaurants and retail stores – a first for any airline rewards app outside of Singapore. The discussion tracks why Australia was chosen as the testbed, the challenges of localizing a QR-based payment app in a card-centric market, and the dual work of building merchant trust and user habits from zero. Udhara details what drives engagement, how to “double dip” on points, and why genuine merchant partnerships matter more than technical bells and whistles. Listeners get insight into evolving loyalty marketing tactics, campaign strategies, and the real mechanics of building an airline’s everyday brand.