Airlines around the world are being fined left, right, and centre for sharing incorrect travel requirements with passengers. This presentation covers three important elements that will guarantee you're giving your customers all the information they need at every stage of their journey. View this presentation from 15below's passenger experience experts to discover: * The best data sources to integrate into your communications to guarantee your customers are getting the correct information. * Why best-practice pre-departure communications are no longer all about ancillary revenue, but a vital source of information for your passengers. * How automated communications will offer the proactivity and personalisation that your customers need to travel with confidence.​ * How to set up and run a highly sophisticated pre-departure communications system that costs less than one week of fines. Visit 15below.com to download the full version!

1. Proactive & hyper-personalised:
The new role of
pre-departure communications

2. Mike Blanchard
Senior Commercial Account Manager
15below
Your host

3. Introducing 15below

5. The information provided by airlines is unclear

6. Passengers aren’t afraid to share their feelings of injustice

7. And it’s not just about COVID

8. https://www.schengenvisainfo.com/news/portugal-has-fined-over-3000-passengers-tens-of-airlines-for-failing-to-meet-covid-19-entry-rules/
The cost to passengers and airlines is huge

9. https://www.schengenvisainfo.com/news/portugal-has-fined-over-3000-passengers-tens-of-airlines-for-failing-to-meet-covid-19-entry-rules/
Fines
A sophisticated solution
from 15below costs less
than 1 week in fines!
The cost to passengers and airlines is huge

10. Ancillary upsell
Weather In-destination
info
Airport info
Pre-departure communications | Before COVID
Nice to know

11. 51.8
55.8
52.6
55.9
14.6
0
10
20
30
40
50
60
Ancillary revenue as % of total revenue
Allegiant Spirit VivaAerobus Wizz Air World's 75 largest commercial airlines
Source:
These 4 airlines
made more from
upsells than ticket
sales in 2020
Skift
It used to be all about ancillary revenue

12. In-destination info
Ancillaries
Pre-departure communications | Since COVID
Airport info Testing & quarantine
requirements
Forms/documentation

13. Hyper-personalisation means giving each
passenger what they need before they leave home
YES
• Attach forms
• Deep links
• Relevant documentation for their nationality and
country of departure/arrival
NO
• “Make sure you have everything you need”
• "Check the local government website for your
destination”
• Links to pages which are not kept updated
It’s about #COVIDconfidence

14. Don’t leave passengers to go and look for their own
information.
If they don’t find it, you’ll suffer with:
• Queues
• Overwhelmed contact centre
• Health risks
• Staff stress
• Passenger stress
• Complaints
• Bad press
• Passengers denied boarding
• Fines
Be proactive

15. https://www.bts.gov/newsroom/air-travel-consumer-report-december-2021-full-year-2021-numbers
Complaints
In 2021, the DOT received 49,958 complaints.
This is down 51% from the 102,560 complaints
received in 2020 but up 226% from the 15,332
complaints received in 2019.
2019 2021

16. Clear, concise,
personalised information
Deep links to relevant
documents/microsites to
complete documentation
digitally
Good-to-know
information to build
confidence and trust
What good looks like

17. Channels
What you need to achieve this
Accurate, real-time data
Technology

18. OPTION 1
Static links connect pax directly to your entry-requiremets
service.
Tells them what they need based on the information they
input.
PROS:
• A simple, low-tech solution
CONS:
• Relies on the passenger following processes correctly
• Information about their requirements will not be
personalised.
• No documentation of interaction with that service in
the PNR.
Technology

19. OPTION 2
• Connect your Travel Restrictions service into your
notifications via API.
• Notifications are personalised based on data in the PNR.
PROS:
• Fully automated
• Hyper-personalised information driving increased
engagement and completion.
Technology

20. 13 entry requirement categories
help passengers understand their mandatory requirements
14 destination restriction categories
allow customers to know how to behave in-destination
• Updated 24/7 in real-time
• Available in multiple languages
• Ancillary upsell opportunities such as PCR testing
for added ROI
Real-time data

21. Machine learning
and AI scan global
news, media,
government
websites and social
media
Detected events
are sent for
human review
Analysts with
experience in
geopolitical risk and
public health work
24/7
After review,
information is
added to database
Data with guaranteed accuracy, credibility, and reliability

22. • Build confidence by being where your customers are
• Increased engagement
• Short notice updates in real-time
• Rich data options including WhatsApp and Facebook
Messenger
Channels

23. Any questions?

24. Take a look at our blogs, guides, case studies, and more at 15below.com/articles
hello@15below.com +44 1273 764230
15below.com
Find out more