Improving passenger communications for holiday provider British Airways Holidays

After consulting with Esendex, British Airways Holidays implemented an SMS Landing Page solution for their future disruption message strategy. The way it works is simple.

Using our SMS broadcasting software, British Airways Holidays were able to easily design a new range of messages which were branded (increasing brand awareness/customer trust), and data-rich (I.e. the ability to add more content than in a simple SMS).

Customers can also select web links from text messages, and carry out other follow-on actions via interactive buttons such as requesting call-backs.

Customers are able to navigate to the SMS Landing Page by first of all being supplied with a personalised SMS text message. This message contains a web link, which when selected, would take the customer to their personalised landing page, where they can simply read the notification or perform another action.

British Airways Holidays are also able to solve some of their administration issues via this system as Dash Notify allows for the simple upload of mass contacts, and campaign reporting.

• Since implementing the SMS Landing Pages/Dash Notify solution British Airways Holidays have seen a significant engagement increase to 59% compared with 44% via the previous simple SMS based system.
• Using the SMS Landing Page solution has resulted in faster turnaround responses for customers, with the added benefit of using fewer resources.
• Having access to detailed reports (which contain each customer’s name, number, booking reference) has made it much easier for British Airways Holidays to manage the program.