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The death of loyalty

Whatever happened to frequent flyers, returning guests, smiling faces, in-flight coffee, and lobster buffets?

Hospitality is now an anonymous industry crunching numbers and least interested in guest foibles and interests.

AS TRAVEL wobbles and spending declines, hotels and airlines the world over are fighting to hold on to customers. Loyalty, the buzzword for much of the 1980s and 1990s when marquee brands strove to understand and closely identify with their audience, is being replaced by price incentives and a...

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