Case Study: Classic Vacations recovers online bookings with Glassbox

Classic Vacations - Customer Case Study

Classic Vacations, a California-based luxury vacation wholesaler, faced a puzzling drop in online vacation rental bookings, with revenue down 86% week over week and the cause difficult to reproduce. Using Glassbox’s experience analytics solution, the ecommerce product team set out to identify what was breaking in the booking flow.

Glassbox helped the team locate friction points, replay user sessions, and uncover that customers clicking “show property details” were seeing no content due to a technical/API issue. With that evidence, engineering fixed the problem quickly and support could assist affected customers, bringing bookings back on track; Classic Vacations also gained a better approach for proactively monitoring struggles and rage clicks to protect future launches and conversion.

Classic Vacations

Amy Logan

VP Product Development & Innovation