CASE STUDY

Hawaiian Airlines boosts loyalty member package revenue

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


24%

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

34%

increase in loyalty vacation package revenue over five months*


Challenge: A great booking experience that drives loyalty


Anyone who’s 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. Travelers 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 program.

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 program, 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 travelers 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
Screen showing Expedia Group White Label Template

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


 

James and the team sat down with their account director to talk about ways to optimize 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, personalized traveler experience providing a one-stop shop for all things travel
  • Integration with Hawaiian Airlines’ loyalty program to drive engagement and value for their members 
  • Targeted, pay-per-click TravelAds to unlock new revenue streams and enhance traveler engagement

Results: Enhancing loyalty with new program benefits


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

With TravelAds, Hawaiian Airlines increased their 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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