This chapter examines the impact of loyalty programs on passenger satisfaction at Ethiopian Airlines, with particular focus on the ShebaMiles frequent flyer program. In recent years, the global airline industry has undergone substantial transformation driven by globalization, technological advancement, and evolving consumer expectations. Amid intensifying competition—particularly from Middle Eastern and European carriers such as Emirates, Qatar Airways, and Turkish Airlines—African airlines, including Ethiopian Airlines, have increasingly invested in customer relationship management and loyalty program development as strategic tools for building long-term passenger relationships. Introduced in 1999, the ShebaMiles program comprises four membership tiers (Blue, Silver, Gold, and Platinum) and allows members to earn miles through flights with Ethiopian Airlines and Star Alliance partners, as well as through affiliated hotels, banks, and other commercial entities. Despite attracting millions of members, concerns persist regarding the program's effectiveness in enhancing passenger satisfaction and fostering long-term loyalty, stemming from issues such as inflexible redemption options, difficulty attaining elite status, and limited passenger awareness of program benefits. The study aims to assess how various loyalty program features influence passenger satisfaction, repeat-purchase intention, and willingness to recommend the airline to others. The research relies primarily on secondary data, supplemented by qualitative interviews with customers. Findings are expected to contribute both theoretically—by addressing a gap in airline marketing literature within the African aviation context—and practically, by providing Ethiopian Airlines' management with actionable insights for refining loyalty strategies and sustaining competitiveness in international and regional markets.