Small Changes, Big Impacts
The Digital Trip Support team made targeted improvements to the check-in experience that delivered significant results:
Too Early To Check In Error: We improved messaging for customers attempting check-in more than 24 hours before departure. This error appeared over 44 million times annually. The new message provides more details about when to come back, and in what time zone.
Wrong Name at Check In Error: Occurring 2.5 million times yearly, this error now offers greater context to help customers recognize name-related issues and verify their entries.
Digital Check-In Time Limit: We adjusted the digital check-in window from 1 hour to 20 minutes before departure, matching kiosk capabilities.
This change reduced errors by 75%, enabling over 700 customers a day to check in between 60 and 20 minutes prior to departure.
