Enhancing the customer experience
JetBlue aimed to transform its booking process to support consumers’ growing need for ease and convenience. Most notably, the way they captured an address during online booking needed attention.
“In order to book a flight, there are a number of required steps within the booking process,” says Patrick Hennessy, Manager for IT Digital Personalization & Optimization at JetBlue. “As such, it is imperative that we focus on any area of opportunity which could reduce customer friction and increase page advancement.”
Implementing Loqate’s Address Capture API quickly improved overall efficacy, allowing JetBlue to verify an address upfront while minimizing chances of typos and other errors during data entry. “Loqate’s Capture solution product is used for addresses entered within our booking flow,” says Patrick. “This has helped with address field accuracy, which has reduced incorrect address payment failures that occur.
Address Capture’s real-time type-ahead predictive technology made it easy for users to search and populate their address details into the necessary form fields. This allowed customers to purchase quicker, decreased error rates and ultimately increased successful bookings.