How Unifying Cross-Channel Traveler Data Increased Bookings by 41% for a Travel Platform
Checkout abandonment was 73% and retargeting was broken. We unified their data and built smart recovery flows.
Checkout abandonment was 73% and retargeting was broken. We unified their data and built smart recovery flows.
Checkout abandonment was destroying revenue, but the company couldn't effectively retarget abandoners because cross-device journeys weren't tracked. Marketing was sending generic "come back" emails with no context about what the user was booking.
Track complete booking journeys across devices, recover abandoned bookings with personalized retargeting, and reduce checkout abandonment rate.
Leisure travelers aged 28-55 booking domestic and international trips 30-90 days in advance.
We implemented Segment CDP to create unified user profiles. Now when someone browses on mobile and abandons on desktop, we know it's the same person and can retarget accordingly.
We rebuilt checkout tracking with granular events for every step: search, select_flight, add_travelers, enter_payment, purchase. Now we know exactly where users drop off.
We connected abandoned booking data to Braze and ad platforms. Users now get personalized "Your Seattle trip is waiting" emails with their exact dates, flight, and hotel.
We A/B tested email timing, discount offers, and messaging. "Your trip expires in 24 hours" with a 10% discount recovered 34% more bookings than generic reminders.
The solution delivered measurable improvements and satisfied users, proving the value of the design and engineering choices.
“Our abandonment rate was killing us. Now we can see the full booking journey across devices and recover trips that would have been lost forever. The revenue impact in the first 60 days paid for the entire project.”
Specific features and implementations that solved the problem.
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