Why This European Airline Works With Plot Projects?

This airline wants to improve customer experience by gathering flight reviews straight after passengers have landed and to open up new revenue streams by promoting airport service upgrades before departure. Due to the low cost nature of their business, it was important to do this in a low cost, simple and effective way. They turned to Plot Projects.

How This European Airline Works With Plot Projects?

Target Mobile Users at Airports

The two great challenges for any airline that wants to target its app users at an airport are:

  1. To be able to distinguish between the app users that arrive to the airport by air (land) and the ones that arrive by foot, car or other transport to fly off.
  2. To be able to reach out to app users when they don’t have data roaming.

Using Plot Projects this airline is able to overcome both challenges – segment the two app user groups based on the information in their own app and target app users without data roaming. They are able to create geofences around the 200 airports they fly in and out of. They send one of the two push notifications to users as they entered the geofence:

  • “Rate my Trip” survey for customers who had just landed
  • “Fast-Track through security” service upgrade for customers who’re soon to depart

Sending “Rate My Trip” Surveys Upon Touchdown

Using the Plot Plugin, this airline is able to define the app user segment for the “Rate My Trip” campaign by checking if app users have a valid boarding pass for this airline and have just landed at the airport.

The notifications and surveys are sent out immediately after the touchdown even if passengers don’t have roaming. This ensures that surveys reach the passengers at the right moment – when their memories are still fresh and they have some time on their hands to pass while waiting for the disembarking.

The airline is no longer dependent on email to gather feedback from their customers. By making the “Rate My Trip” survey location based, this airline is able to gather huge amounts of very detailed feedback – customer experience per airport, route, and crew – and do it very quickly. This helps them to improve their customer experience and make changes to ensure that their processes run more smoothly.

Collecting Feedback After Flight

Up-Selling “Fast-Track Through Security” Service Before Departure

Upselling Customers at Airports

Using the Plot Plugin, this airline is able to define the app user segment for the “Fast-Track” campaign by checking if app users have a valid boarding pass for this airline, if they are departing from the airport on that day and if they have enough time before the departure.

Since their app users already have their credit cards added to the app, the process of service upgrade is smooth and quick.

By making the “Fast-Track” service upgrade location based, this airline is able to boost engagement of their customers with suggested offer, increase revenue and the number of repeat business.

What Is The Result?

“Rate my Trip” survey notifications see a Click Through Rate of up to 39%.

“Rate my Trip” notification click-throughs result in almost 40% of survey submissions.

“Fast-Track” upgrade notifications see a Click Through Rate of up to 37%.

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