Confirmation Page Enhancement
My Digital Experience team enhanced the booking confirmation experience by adding comprehensive itinerary details directly on the confirmation page, giving customers immediate visibility into their complete booking.
The Problem
After completing a booking, customers received a confirmation that lacked critical details:
- Limited flight information - Basic route only, missing times and flight numbers
- Passenger details unclear - Difficult to verify all travelers were included
- Fare information hidden - Customers unsure what they paid for each segment
- Mobile experience sparse - Even less information on smaller screens
This led to customers calling to verify their booking details or navigating away to check their itinerary.
The Solution
We redesigned the confirmation page to serve as a complete booking summary:
Enhanced Information Display
- Full itinerary details - Flight numbers, departure/arrival times, airports
- Passenger manifest - All travelers clearly listed with their details
- Fare breakdown - What was purchased and pricing transparency
- Confirmation numbers - Prominent display for easy reference
Cross-Platform Consistency
- Same comprehensive information on desktop, mobile web, and apps
- Responsive design ensuring readability on all screen sizes
- Print-friendly layout for customers who save confirmations
Next Steps Guidance
- Clear CTAs for adding EarlyBird, upgrades, or car/hotel
- Email confirmation status
- Links to manage reservation
Results
The enhanced confirmation pages delivered measurable improvements:
- Reduced support calls about booking verification
- Increased confidence in completed transactions
- Higher upsell conversion with clear CTAs for add-ons
- Improved customer satisfaction scores for booking experience
Customer Value
The confirmation page is often the last impression customers have of the booking experience. By making it informative and reassuring, we close the booking flow on a positive note and give customers everything they need to prepare for their trip.
Added complete itinerary details to confirmation pages, increasing customer confidence and reducing post-booking support calls.
