The document discusses empowering stress-free travel through contextual experiences and intelligent integrations that leverage data and clear communication across various touchpoints of the travel journey. It notes that people now research and book travel in various ways using multiple screens and channels, and expect a personalized experience at each stage from pre-trip planning to at the airport and in-flight. The focus is on understanding different traveler personas and their needs in order to enhance the overall travel experience.

1. Empowering the

2. Canada’s 2nd Largest & Most Preferred Airline
85+ Destinations, 100+ Aircraft
9th Largest Carrier in North America
Manoj Jasra
Digital Director, WestJet

3. Stress Free Travel

4. Overview
Contextual Experiences
Deep-linking
Intelligent Integrations
Leveraging Data
Clear Communication

5. Communication Considerations
Growth of social messaging
continues to sky rocket
New channels for support and
marketing have emerged
Preferences vary across
countries and demographics

6. Research & Booking

7. I should be able to research
& book however I want to
I expect the experience to
be intuitive and quick
I expect you to remember
me
I don’t want to be treated
like everyone else
Guest Expectations

8. Multi-Screen Experience
156M People Engage
with Travel Content
Across Platforms

9. Personas and Audiences
“The Business
Traveler”
“The Thrifty
Traveler”
“The Family
Traveler”
“The Experience
Traveler”

10. Pre Trip

11. Pre Trip
Day of trip = day of frenzy
Time to leave, time / map to
airport
Transportation / Parking
Checklist (personal items,
travel documents, etc…)

12. At the Airport

13. At Airport
Way Finding / iBeacons
Key Information: Boarding
Passes, Flight Status,
Gates
Security lines
Time until next event

14. In Flight

15. In Flight
Airlines are innovating
Enhanced Experiences
Bring your own device
Content / Streaming Media
WiFi
Payment Onboard

16. Thank You