Case Study: British Airways Holidays boosts trust and engagement with Reevoo Experiences

British Airways Holidays and Reevoo take on new experiences

British Airways Holidays partnered with vendor Reevoo to enhance customer trust and advocacy by collecting and showcasing authentic user-generated content. Their challenge was to move beyond standard reviews and capture the meaningful, small moments that define a holiday experience, continuing the theme of their advertising campaign.

The solution was the implementation of Reevoo Experiences, which involved modifying existing feedback questionnaires to collect structured stories and photos from customers. This Reevoo-powered initiative led to a more than 10% increase in their review publish rate, a 37% uplift in time onsite for visitors who interacted with the content, and provided the authentic inspiration for the brand's 2017 TV ad campaign.

British Airways Holidays

Catherine Onions

Head of Customer Service and Quality