No industry has been unaffected by the COVID-19 pandemic. But some, like travel, have been hit harder than others, and airline operator Condor knew they had to act quickly to keep customers booking flights through these uncertain times.

To do this, they developed two new propositions. First was Corona Insurance, which would cover the cost of any flights cancelled before travel. Second was their Fly Home Guarantee, which promised customers a seat on the next available flight if their return trip was cancelled.

New stops on the journey

With these new propositions established, Condor enlisted us to help integrate them into their online booking journey.

It was crucial that customers not only see, but interact with the new offerings. So we started out with a phase of UX research to identify where they could best be placed to maximise awareness and conversion. Then, based on these findings, we built out a suite of targeted pop-ups and new add-to-basket functionality.

A quick take-off and a smooth landing

Given the market conditions, we needed to be quick and nimble in our work. Having a long-running relationship with the client, we were able to deliver at speed, with a smooth journey from UX through to design and development.

Finally, came our biggest technical challenge: integrating our solution with the back-end of Condor’s existing booking system. But again, our close collaboration helped us deliver without a hitch.

Flying high in challenging times

With these new propositions live, customers have the reassurance they need to keep booking through difficult times. And Condor can keep flying – and look forward to clearer skies ahead.