Challenge
A large travel agency had a problem with customers forgetting about their passport expiration dates. It often turned out just before departure that the passport was invalid or had too short a validity period. This led to a lot of stress and problems with departure, so the travel agency decided to send customers reminders about the validity of their passports before their trip.
Action
- Data collection
The travel agency collected information about the expiry dates of its customers' passports during the booking process. This data was automatically stored in the iPresso system along with the customer's contact details. - Validity monitoring
The system monitored the expiration dates of customers' passports in relation to their upcoming travel dates. In addition, the system had built-in rules regarding the minimum required passport validity period for popular destinations (e.g., “6 months validity after the return date”). - Automatic reminders
A year before the passport expiry date, an email was sent stating that it may be too short for planned trips. The email also included instructions on how to renew the passport and links to government websites.
Six months before expiration, users received another email, sometimes supplemented with an SMS, emphasizing the urgency of the situation and the consequences of not having a valid document.
One month before departure, all customers, even those with valid passports, were sent a short reminder about the need to check the validity of their documents and visa requirements for their destination. - Personalization and additional offers
Each reminder was personalized, containing the customer's name, booking details, and specific passport dates. The messages often included offers for additional services, such as travel insurance.
Results
- Customer service time was reduced by 32%.
- Customer satisfaction increased by 24%, as confirmed by NPS surveys.
- Presenting travel insurance, among other things, in passport reminders proved to be an effective method of increasing sales of additional services by 19%.
