We’re always looking for ways to make travel smoother and more intuitive—and we’re excited to share the results of a recent experiment that’s doing just that.
Our latest improvement focused on the post-booking experience, specifically for trips with flight tracking enabled. Historically, travellers could see and adjust their scheduled pick-up time manually in the My Bookings section. While this seemed helpful on the surface, it often led to confusion. Many users were unintentionally overriding automated adjustments based on flight delays or changes—resulting in unnecessary customer service inquiries and, in some cases, missed connections.
To address this, we removed the manual pick-up time display for bookings where flight tracking is active. Instead, the My Bookings page now clearly communicates that flight tracking determines the correct pick-up time automatically, even if a flight is delayed or rescheduled.
Why This Matters
By simplifying the experience and emphasizing automation, we’ve seen some impressive results:
- Reduced traveller confusion around pick-up timing
- Fewer manual changes to pick-up times
- Significant drop in Customer Service contacts related to timing issues
- Increase in successful pick-ups, thanks to more accurate and dynamic scheduling
While this change isn’t live yet, the experiment gave us valuable insights and encouraging results. We're excited about its potential and are continuing to explore ways to enhance the travel experience—from booking to final drop-off.
Stay tuned—this is just the beginning.