Case Study: Yatra achieves 3.2% increase in gross hotel bookings with WebEngage

How India’s second largest OTA Yatra increased its gross hotel bookings by 3.2%

Yatra.com, India’s second-largest OTA (NASDAQ: YTRA), partners with tens of thousands of hotels domestically and nearly 800K globally. Faced with high booking abandonment common to online travel platforms, Yatra’s Customer Lifecycle Management team aimed to increase conversion by reducing cart abandonment for users who reached the review page but left before completing payment.

Working with WebEngage’s Journey Designer, Yatra built a contextual retargeting workflow that sent non-obtrusive web-push nudges every 48 hours (max four touches), included exit triggers and purchase checks to avoid spamming, and prioritized personalized messaging for users showing strong purchase intent. The campaign delivered a 3.2% lift in gross hotel bookings and improved automated, personalized engagement—especially valuable for reaching non-app users via web push.

Yatra

Mrinal Singhal

Lead - Strategic Partnerships, Ancillary business & Customer Life Cycle Management