100% Easy to Use Travel Funds
My Digital Experience team completed a comprehensive rollout making travel funds fully accessible across all digital platforms, giving customers complete control over their unused ticket value.
The Problem
Travel funds—the credit customers receive when cancelling flights—were difficult to manage:
- Limited visibility - Hard to check balances across multiple funds
- Platform gaps - Some features only available on desktop
- Booking friction - Difficult to apply funds during purchase
- Expiration concerns - Customers losing track of fund deadlines
This was especially critical as COVID-19 led to unprecedented cancellations and travel fund creation.
The Solution
We systematically rolled out travel funds capabilities across every platform:
Feature Rollout Timeline
Desktop
- December 2019: View funds launched
- March 2020: Quick links added for easy access
Mobile Apps (iOS & Android)
- May 2020: Full lookup capability launched
Mobile Web
- June 2020: View funds launched
- July 2020: Change flights with funds
- November 2020: Buy tickets with funds
Capabilities Delivered
- Check Fund Balance - View available credit on any platform
- View Unused Funds - See all funds associated with account
- Buy Tickets - Apply funds during new bookings
- Change Flights - Use funds when modifying reservations
Results
The travel funds initiative saw tremendous adoption:
- Millions of fund lookups across all platforms
- Self-service success reducing support calls
- Improved fund utilization as customers easily track and use credit
- Customer confidence in managing their travel value
COVID-19 Context
The timing of this work proved critical. As the pandemic caused mass cancellations in early 2020, millions of customers suddenly had travel funds they needed to manage. Having these self-service tools in place meant customers could:
- Track multiple funds from cancelled trips
- Monitor expiration dates
- Apply funds to future travel when ready
- Manage everything without calling
Customer Value
Travel funds represent real money—often hundreds of dollars per customer. By making funds fully visible and usable across all platforms, we ensure customers can easily access and utilize the value they’re entitled to. No more lost funds due to forgotten confirmation numbers or missed expiration dates.
Achieved 100% travel funds accessibility across all platforms, with millions of fund lookups across desktop, mobile web, and native apps.
