Mobile Trip Self-Service

Led the development of comprehensive self-service capabilities within the mobile app, empowering customers to manage their trips without calling support. This strategic initiative reduced call center volume while improving customer autonomy and satisfaction.

Capabilities Delivered

• Special assistance requests (wheelchair, meet & assist) during and after booking
• Post-booking additions for Rapid Rewards, KTN, and Redress numbers
• International booking support for passport and emergency contact information

Adoption (First 6 Months)

• 700,000+ self-service interactions
• 300,000+ loyalty account linkages
• Meaningful reduction in post-booking call volume

The feature set addressed high-frequency customer needs and shifted routine transactions to lower-cost digital channels.