Challenge
A major airline had a problem: passengers often forgot to check in online. This meant they had to spend more time at the airport to complete the formalities at the check-in counter. The airline wanted to change this and make online check-in easier and more popular for customers.
The airline needed a system that would automatically send check-in notifications to many customers.
Action
- Automatic flight date tracking
The system monitored the dates of all booked flights on an ongoing basis. - Preparation of personalized messages
The company used personalization brackets to personalize messages. - Real-time reminders
Reminder messages were sent at key moments before the flight to maximize their effectiveness:
- 24 hours before the flight, the customer received the first reminder via SMS and email to allow time for check-in.
- 10 hours before online check-in closed, anyone who had not yet checked in received a second reminder.
- 5 hours before check-in closed, the system sent a final reminder.
- Omnichannel communication
To ensure that as many passengers as possible were reached, various communication channels were used: emails containing direct booking numbers and instructions, mobile push notifications in the app, and short text messages with the necessary link.
- Clear CTAs
Each reminder included a clear call to action, such as “Check in now!”, “Start online check-in,” or “Click here to check in.”
Results
- 31% increase in timely online check-ins by customers.
- 28% reduction in customer service time at the airport.
- 13% increase in customer satisfaction, as confirmed by NPS surveys.
