CASE STUDY

Hawaiian Airlines boosts loyalty member package revenue

With Expedia Group’s White Label Template, Hawaiian Airlines increased
loyalty member holiday package revenue and conversion.

Airlines Advertising White label template
24%

increase in White Label Template holiday package conversion over three months*

34%

increase in loyalty holiday package revenue over five months*

Challenge: A great booking experience that drives loyalty

Anyone who has booked a trip knows what a challenging exercise it can be. The endless searching and comparing prices and reviews can be frustrating and time-consuming. Travellers are looking for an easier way to handle the whole process, from planning and shopping to booking flights, hotels and cars. And travel companies that make this process easier can earn consumer loyalty.

As a leading airline brand, Hawaiian Airlines understands the value of loyal customers. And they know the complexities of building and offering a comprehensive, global travel programme.

James Caycedo is Product Manager for Vacation Packages and Hotels at Hawaiian Airlines. He and his team set a goal of improving the experience for members of Hawaiian Airlines’ loyalty programme, HawaiianMiles.

They believed that delivering all components of a trip, from end to end, could provide greater value and satisfaction to their members. Without increasing the burden on the airline’s internal resources, and while keeping things seamless and integrated with the Hawaiian Airlines brand, he and his team wanted to:

  • Enable members to earn miles when booking packages or hotel stays
  • Empower travellers to easily plan and book all elements of a trip
  • Increase satisfaction with 24/7 support across all components of the trip
  • Unlock new revenue streams with targeted advertising

Solution: A seamless, branded, end-to-end traveller experience

 

James and the team sat down with their account director to talk about ways to optimise the member experience on their website. After discussing the possibilities, they decided to lean into Hawaiian Airlines’ long and successful relationship with Expedia Group. 

 

The key initiatives they chose were to enhance loyalty capabilities, launch advertising and develop custom loyalty campaigns. Using Expedia Group’s White Label Template technology, they were able to add these capabilities to their website quickly and easily.

 

Expedia Group’s White Label Template offers a turnkey travel solution designed to work seamlessly with a partner’s brand and business. This powerful technology provided Hawaiian Airlines with:

  • A seamless, personalised traveller experience providing a one-stop shop for all things travel
  • Integration with Hawaiian Airlines’ loyalty programme to drive engagement and value for their members 
  • Targeted, pay-per-click TravelAds to unlock new revenue streams and enhance traveller engagement

Results: Enhancing loyalty with new programme benefits

Using Expedia Group’s White Label Template, Hawaiian Airlines increased loyalty member holiday package revenue by 34% over a five-month period. They also saw holiday packages conversion increase by 24% over three months.
 

With TravelAds, Hawaiian Airlines increased its revenue by enabling hotels to appear higher in search results with sponsored listings. 
 

James and his team are delighted with the results and look forward to continuing their long partnership with Expedia Group.

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*Expedia Group and Hawaiian Airlines data 2021-2022. Information contained in this article may have changed since publication.

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