Case Study: Air Transat enables online voucher redemption with Datalex

Air Transat Leading The Way With Digital Travel Voucher Redemption

Air Transat worked with Datalex to address a surge in voucher redemptions after COVID-19 flight cancellations created long call center queues, higher manual processing costs, and frustration for customers. As Air Transat’s eCommerce platform partner, Datalex was brought in to help create a more streamlined self-service online way for customers to use their vouchers.

Datalex delivered a customer-centric online voucher redemption solution that lets travelers enter one or multiple voucher numbers during checkout, validates them against the central reservation system, and combines vouchers with other payment methods such as credit cards. The capability went live on 1 October 2020, and Air Transat reported that roughly one third of redeemed vouchers were then transacted online, reducing manual call center work and improving the customer experience.

Air Transat