For this airline, the biggest revenue leaks were occurring in the final stages of the booking journey: failed payments, abandoned carts, and missed ancillary sales opportunities.
By addressing these critical moments, the airline achieved a 50-basis-point increase in revenue and a 2.5x lift in average ticket value from recovered bookings.
Here’s how it works—without overwhelming passengers with unnecessary messages.
1. Start with Revenue Leakage, Not Campaigns
Rather than launching generic marketing campaigns, we begin by identifying where revenue is actually being lost: failed payments, abandoned itineraries, incomplete bookings, and overlooked ancillary offers.
Each leakage point becomes a dedicated recovery journey with a clear objective and measurable outcome.
2. Listen to Live Operational Signals
Instead of relying on delayed batch exports, 22North connects directly to booking engines, payment gateways, and PNR systems.
When a payment fails, a booking stalls, or an ancillary purchase is abandoned, the event is captured in real time and immediately becomes actionable.
3. Apply Intelligent Decisioning
Before any communication is triggered, a central decision layer evaluates the passenger’s context:
- How many times has the customer already been contacted today?
- What is the value and recency of the booking or cart?
- Is another recovery journey already in progress?
The result is fewer, more relevant interactions instead of overlapping reminders.
4. Orchestrate the Right Channel at the Right Time
Every recovery scenario follows a predefined engagement strategy.
For example, in a failed payment journey:
- Immediately: SMS or WhatsApp with a payment recovery link
- Shortly after: Email with additional context and support options
- For high-value or repeated failures: Click-to-Call or automated outbound calling to recover the booking in a single interaction
As soon as the passenger completes the desired action, the journey automatically stops.
5. Equip Agents with Context
When human intervention is required, agents have full visibility into the customer’s journey, including messages delivered, links clicked, and actions attempted.
This reduces repetitive questioning and allows agents to focus on recovering bookings and driving ancillary revenue.
6. Give Business Teams Control
Commercial and customer experience teams can modify journey rules, thresholds, and escalation criteria through a visual no-code interface.
Whether adjusting call qualification criteria, reminder frequency, or channel sequencing, changes can be made without IT intervention.
The Outcome
The result is a unified orchestration layer where commercial objectives, operational events, and passenger communications remain aligned.
Revenue recovery becomes systematic, ancillary conversion improves, and drip marketing feels like a service rather than a sales campaign.
