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Canada’s 2nd Largest & Most Preferred Airline
85+ Destinations, 100+ Aircraft
9th Largest Carrier in North America
Manoj Jasra
Digital Director, WestJet
Stress Free Travel
Overview
Contextual Experiences
Deep-linking
Intelligent Integrations
Leveraging Data
Clear Communication
Communication Considerations
Growth of social messaging
continues to sky rocket
New channels for support and
marketing have emerged
Preferences vary across
countries and demographics
Research & Booking
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
Multi-Screen Experience
156M People Engage
with Travel Content
Across Platforms
Personas and Audiences
“The Business
Traveler”
“The Thrifty
Traveler”
“The Family
Traveler”
“The Experience
Traveler”
Pre Trip
Pre Trip
Day of trip = day of frenzy
Time to leave, time / map to
airport
Transportation / Parking
Checklist (personal items,
travel documents, etc…)
At the Airport
At Airport
Way Finding / iBeacons
Key Information: Boarding
Passes, Flight Status,
Gates
Security lines
Time until next event
In Flight
In Flight
Airlines are innovating
Enhanced Experiences
Bring your own device
Content / Streaming Media
WiFi
Payment Onboard
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Using Mobile Technology to Improve the Travel Experience