We set out to empower travelers to make changes to their flights from their mobile apps, without the need to contact customer service. This is a unique feature that would differentiate from competitors. While many airlines have the ability to make changes directly on their apps, few third-party platforms allow that type of change. All-around this is win — it’s easier for users and less volume for our customer service teams to manage!
This was a technically complex project to execute. We collaborated closely across product, design, and engineering teams to develop a phased approach. This allowed us to get a solution out to users faster and continue to gather data and validate the solution as we built it.
A brief demo of the full flow can be seen in the video below: