More than four in five GCC consumers say they are willing to switch brands for better perks, according to the recently published Dragonpass Loyalty Index, in a finding that points to a fundamental redrawing of how loyalty works across the region.
While 88.4 per cent identify as “very” or “somewhat” loyal to brands, 82.6 per cent are ready to defect for a better offer — a paradox that suggests the region’s loyalty market, projected to reach $5.6bn by 2030, is being rewritten in real time.
The shift is being driven by younger consumers, evolving digital habits, and a move away from points-based programmes towards instant, lifestyle-integrated rewards. Andrew Chinn, chief marketing officer, Dragonpass International speaks to Gulf Business about what the data reveals, where traditional loyalty models are failing, and how brands need to adapt to remain relevant in one of the world’s most digitally engaged consumer markets.
Dragonpass, which is among the world’s leading providers of digital airport ecosystem platforms, has over 2.7 million customers in the region.
How are consumer loyalty behaviours in the GCC evolving beyond points and travel into lifestyle-driven engagement?
GCC consumers are fundamentally redefining what loyalty means. Our index shows the top response of 46.6 per cent of people defining loyalty as “getting the best value or service,” whilst only 23.5 per cent view it as “consistently choosing the same brand.”
This shift is most pronounced amongst younger consumers. Only 54 per cent of Gen Z show interest in traditional points-based programmes, compared to 69 per cent of millennials. Instead, they are seeking instant, lifestyle-integrated rewards. Forty-five per cent of Gen Z express “extreme excitement” for VIP access to concerts, sporting events and theme parks, whilst 53 per cent want to be first to test new products.
The Middle East loyalty market, projected to reach $5.6bn by 2030, is moving towards embedded ecosystems. Programmes like stc pay in Saudi Arabia now integrate rewards across bill payments, merchant offers and daily transactions, whilst ADNOC Distribution links rewards directly with digital wallets.
Rather than collecting points for future discounts, consumers want immediate value they can use today, whether that is e-wallet credits, exclusive experiences at Riyadh Season, or early access to new products. Loyalty is evolving from a separate programme you join to an integrated lifestyle feature you simply use.
In what ways do GCC consumers differ from their global counterparts when it comes to loyalty, and where are the similarities?
GCC consumers show notably higher engagement than mature Western markets. The Dragonpass Index reveals 88.4 per cent identify as “very” or “somewhat” loyal to brands, significantly above global averages, yet 82.6 per cent are willing to switch for better perks. This reflects active comparison rather than disloyalty.
The region is exceptionally digital-first. UAE millennials spend 6.5 hours online daily, Saudi Arabia has 97 per cent smartphone penetration, and consumers expect loyalty embedded within a single platform, not standalone programmes.
GCC consumers also favour coalition programmes. Integrated ecosystems like Majid Al Futtaim’s SHARE programme reflect a preference for consolidated value across lifestyle categories.
Culturally, loyalty extends into unique categories, with around 20 per cent of travel linked to pilgrimage, requiring brands to consider cultural context alongside commercial value.
Like global markets, GCC consumers are shifting from transactional rewards to experiential engagement. The desire for personalisation, instant value and authenticity is universal. Globally, 60 per cent of brands now prioritise Customer Lifetime Value over short-term transactions, a trend equally strong in the GCC.
Sustainability is also emerging as a loyalty factor in both markets, though it is more mature in Europe than in the Middle East.
Why are traditional loyalty models struggling, particularly with younger audiences in the region?
Traditional programmes fail younger GCC consumers on five fronts:
Deferred gratification mismatch: Gen Z expects instant value. Accumulating points over months for a future reward conflicts with a generation accustomed to real-time digital experiences. Research shows 64 per cent of shoppers now ignore brand names entirely, driven by “Trend Loyalty” — viral, emotion-driven purchasing that moves faster than traditional programmes can respond.
Transactional over relational: The Dragonpass Index shows only 12.2 per cent of GCC consumers view loyalty as “habit or convenience,” which drops to just 9.9 per cent amongst 18-24 year-olds. Young consumers actively evaluate and switch, seeking emotional connection and belonging, not just discounts.
Lack of personalisation: Generic tier structures ignore that 16.5 per cent of young GCC consumers are “recognition-oriented” (wanting VIP treatment), whilst others prioritise flexibility or experiences. One-size-fits-all programmes alienate diverse preference groups.
Digital experience deficit: With 97 per cent smartphone penetration in Saudi Arabia, young consumers expect seamless mobile experiences. Clunky apps, difficult redemption processes and lack of gamification drive disengagement.
Values misalignment: Gen Z prioritises authenticity, sustainability and social impact. Traditional programmes offering plastic cards and wasteful catalogues feel disconnected from their values, whilst providing no transparency on data usage or brand purpose.
The data is stark: younger GCC consumers (18-24) are 10.8 per cent less likely than older groups to define loyalty as consistent brand choice, whilst being 5.6 per cent more likely to prioritise tangible, immediate rewards.
How should brands redesign their loyalty strategies to remain relevant in an increasingly transactional and value-led market?
Brands must pivot to four strategic pillars:
Instant and flexible value: Rather than forcing customers to accumulate thousands of points for a benefit, companies should design embedded instant-access benefits into one easy-to-use platform. These instantly accessible perks act as immediate value propositions, transforming abstract points into tangible experiences customers can access whenever they please.
Experience-led engagement: Move beyond discounts to enable access and experiences. Partner with broad travel and cultural institutions to offer VIP concert access, private museum tours, chef’s tables, airport fast track, lounge access and exclusive product previews.
The index shows 45-53 per cent of young consumers express extreme excitement for these opportunities, far exceeding interest in traditional rewards.
AI-powered personalisation: Segment beyond demographics into behaviour-based micro-segments. Use predictive analytics to deliver next-best-action recommendations and personalised perks. Establishing balance is critical. We find that 39.6 per cent of consumers are more likely to join AI-driven programmes, but 49.4 per cent remain undecided due to the lack of transparency needed to build trust.
Coalition and ecosystem integration: Build cross-brand partnerships enabling redemption across complementary categories — airline plus hotel plus dining plus entertainment. Establish loyalty within platforms consumers use daily rather than requiring separate app downloads.
In a constantly evolving and dynamic environment, speed matters. Brands adapting to 2025-26 trends early will be best positioned for long-term retention and growth.
What insights from the GCC Loyalty Index reveal opportunities for brands to deepen meaningful engagement with their customers?
The index reveals seven high-impact opportunities:
The Switcher market (82.6 per cent opportunity): With over four in five GCC consumers willing to switch for better perks, and 36.9 per cent “very likely” to do so, the market is primed for aggressive acquisition. Launch superior instant value propositions, immediate status matching, and exclusive experience access to capture competitors’ members.
Recognition as differentiator (16.5 per cent of Gen Z): Young consumers identifying as “recognition-oriented” want VIP treatment and personalised acknowledgement. Simple tactics like name-based greetings, birthday celebrations, “member since” status displays, and no-wait hotlines can create disproportionate emotional connection.
Trust as ultimate currency (5 per cent): In an era of switching behaviour, trust provides the lasting competitive advantage. Transparent point valuations, clear data usage policies, and “we will make it right” guarantees build the foundation for enduring loyalty.
The experience gap: With 45 per cent of Gen Z excited for VIP cultural and entertainment access, yet most programmes remaining discount-focused, there is massive untapped white space. Strategic partnerships with key players in the region can fill this gap without requiring asset ownership.
The unengaged segment (10.2 per cent):Those claiming no brand loyalty aren’t lost causes — they are unconvinced prospects. Target them with value-first messaging, frictionless one-click enrolment, immediate welcome rewards, and no-commitment trial periods.
Travel as catalyst (66.8 per cent travelled recently): Travel remains high-engagement, but purpose matters. Tailor strategies by segment: premium lounge access for holidaymakers (59.3 per cent), family tier benefits for those visiting relatives (56.5 per cent), time-saving services for business travellers (34.7 per cent), and respectful facilitation for pilgrimage journeys (20.2 per cent).
Coalition over competition: With consumers belonging to three-six programmes on average, the future favours ecosystems over standalone schemes. Build around daily life verticals (grocery, fuel, pharmacy), lifestyle clusters (dining, entertainment, wellness), or financial ecosystems (banking, payments, investments).
The overarching insight is that GCC consumers aren’t disloyal — they’re discerning. They will commit deeply to programmes delivering instant value, personalised experiences, and authentic relationships. The $5.6bn market by 2030 rewards brands that act decisively now.
What do international brands often get wrong when entering the GCC market?
A common mistake is assuming Western loyalty models can be replicated without adaptation. The GCC is far more digitally connected and value-sensitive than many brands expect.
More than 82 per cent of consumers say perks influence engagement, meaning points-only systems are insufficient.
Another key error is treating loyalty as standalone rather than embedding it into broader lifestyle ecosystems covering travel, retail, dining and payments.
Successful brands prioritise agility, daily value and seamless digital integration rather than relying on brand heritage alone.
What are your thoughts on the current situation and how has it affected travel? How do you think this would change consumer behaviour moving forward?
Recent regional tensions created short-term disruption in travel through airspace closures, cancellations and schedule adjustments, primarily for safety reasons. However, the GCC travel sector has shown strong resilience, particularly in the UAE, with operations stabilising quickly.
Recovery is already visible. Usage rebounded 47 per cent week-on-week when airspace partially reopened in mid-March, with further sustained growth of just under 10 per cent week-on-week. Middle East lounge usage is expected to return to pre-conflict levels by Q3 2026.
Consumer behaviour is not fundamentally changing, but accelerating existing trends. Travellers are becoming more value-conscious, prioritising flexibility, reassurance and seamless digital experiences.
This reinforces the importance of trusted loyalty ecosystems. Brands offering transparency, convenience and integrated support are best positioned to capture returning demand as confidence builds.