Case Study: British Airways Holidays boosts customer advocacy and trusted UGC with Feefo

British Airways Holidays boosts authentic UGC with Feefo Experiences

British Airways Holidays partnered with Feefo to boost customer advocacy and trust in its brand. The challenge was to collect and share authentic customer content that focused on the small, happy moments of a holiday, moving beyond standard ratings and reviews.

Feefo implemented its Experiences solution, altering the existing feedback questionnaire to collect structured, filterable content from customers about their specific holidays. This provided BA Holidays with a pool of authentic user-generated content. As a result, the company saw a huge customer response with photos and stories, allowing them to replace stock images in internal communications and create a more trusted feel.

British Airways Holidays