Lap Child Booking on Mobile
My Digital Experience team launched lap child booking capabilities across all digital channels, making it easier for families to travel with infants.
The Challenge
Previously, customers traveling with infants under 2 years old (lap children) had limited options for booking online. Many had to call to add a lap child to their reservation, creating friction for families planning travel.
What We Delivered
Mobile App & Web Booking
Customers can now add lap children during the booking process:
- Add lap child during booking - Select the infant passenger type alongside adults
- Birth certificate reminder - Clear guidance about required documentation
- Confirmation details - Lap child information displayed on booking confirmation
Day of Travel Experience
The feature extends to the travel day:
- Trip details - Lap child information visible in upcoming trips
- Check-in integration - Seamless experience when checking in with infant
- Boarding pass - Clear indication of lap child on parent’s boarding pass
Desktop Parity
We also delivered the same capability on desktop web, ensuring customers have a consistent experience regardless of how they book.
Cross-Platform Launch
The feature launched simultaneously across:
- iOS app
- Android app
- Mobile web
- Desktop web
Customer Value
This feature removes a significant friction point for traveling families. Parents can now complete their entire booking in one session, see all passenger details confirmed, and know exactly what documentation to bring—all without picking up the phone.
Enabled families to book flights with infants directly in the app—no phone call required.
