By integrating a dedicated section for hotel offerings on the flight booking confirmation page, the project aimed to enhance user experience and increase revenue by leveraging the synergy between flight and hotel bookings. The initiative encompassed design, implementation, and analytics to optimize the cross-selling process.

 

Problem statement

The main challenge was the underutilization of cross-selling opportunities between flight bookings and hotel reservations, which limited revenue growth and customer engagement on the OTA platform.

 

Goals

• Increase number of hotels bookings

• Enhance customer satisfaction by providing streamlined travel booking process between different products

• Capture valuable data on user preferences and behaviors related to cross-selling

 

Stakeholders

• Customers (end-users of the platform)

• Cross-functional teams (including Marketing, Sales, Customer Support)

• Internal development teams (Product, Design, Data, Engineering)

• External partners (including hotels and airlines)

 

Approach

A user-centered design approach was adopted with the team, complemented by Agile project management methodologies. Initial stages involved user research and data analysis to identify optimal cross-sell opportunities.

 

Challenges

One major challenge was the integration of two different booking systems without compromising the user experience. This was addressed by developing a robust API framework that allowed seamless data exchange and functionality across systems. Dynamic personalization algorithms were introduced that tailored hotel suggestions based on the customer's flight itinerary and past booking history, significantly enhancing user engagement and conversion rates.

 

Outcomes & Impact

• Earned 2M USD in the first 6 months of launching

• Achieved 10% increase in hotel bookings

• Improved customer satisfaction by providing streamlined booking flow

• Captured valuable data on user preferences when booking multiple products