There’s a simple yet effective premise at the heart of justfly.com, the leading North American flight-centric online travel brand: creating the best flight itineraries for its customers.
Key to this has been the development of a proprietary technology platform, a decade-long endeavor that has enabled it to embrace the airline content fragmentation across the overall ecosystem to create itineraries that are at a better price than its competitors.
“Positive word-of-mouth referrals, stemming from these experiences, have become a driving force in our sustained success.”
By removing the anxiety and stress that goes into purchasing tickets online, the sky has been the limit for the business that was founded in 2014. Today, Montreal-based Momentum Ventures – the owner of justfly.com and its Canadian sibling FlightHub – serves five million customers a year.
With its business model proven, it would have been easy for justfly.com’s leadership to hit cruise control. But that’s not the company’s way. Instead, justfly.com’s CEO Henri Chelhot is examining the scope of the entire customer experience.
“Beyond just the price of those itineraries, we need to ensure that travelers are happy and well-supported throughout their journey,” Chelhot tells The CEO Magazine.
Commitment to Communication
In spite of the travel chaos thrown up during the COVID-19 pandemic, Chelhot says the global health crisis served to showcase the company’s service on the post-booking side, especially its proactive communication and assistance during travel disruptions.
“We demonstrated a commitment to keeping our customers informed and providing effective solutions,” he says.
Quick Question
How does justfly.com leverage data and customer insights to personalize services and enhance the overall travel experience?
“Using data, we personalize the shopping experience to offer the best balance between price and itinerary,” Chelhot says. “With a combination of AI, historic data and business rules, we consistently refine our search results to provide our customers with the best possible flight options.
“We also leverage data to enhance the post booking experience by offering personalized add-ons, including hotel offers, car rentals, insurance plans and more.”
Similarly, in cases when airlines have gone bankrupt, leaving hordes of travelers stranded, the company adopts a strategy of transparency. “Rather than keeping the customers in the dark, we take proactive steps to keep them informed about their options and assist them in finding alternative arrangements,” he continues.
Despite not having a traditional loyalty program, such approaches have been instrumental in retaining justfly.com’s clientele and bolstering its reputation as a reliable support system in trying times.
“Positive word-of-mouth referrals, stemming from these experiences, have become a driving force in our sustained success,” he continues.
The Repeat Choice
Chelhot, who has been with the group since 2012 and was Chief Revenue Officer before becoming CEO, knows that as a travel agency, justfly.com can’t offer the specific travel perks of airline loyalty programs, such as lounge access, easy boarding or upgrades. But in no way does that mean it can’t compete with them.
The primary strategy for cultivating and retaining customer loyalty revolves around justfly.com’s steadfast commitment to competitive pricing.
“Through a vast network of over 400 airline partners, we consistently offer budget-friendly options, ensuring that our customers have access to cost-effective travel solutions,” Chelhot explains.
“By providing customers not just with a travel solution but an economically advantageous one, we forge a strong bond of trust, fostering brand loyalty.”
While the cornerstone of its approach lies in delivering affordability, the company also prioritizes a seamless and user-friendly booking experience, he continues.
“By providing customers not just with a travel solution but an economically advantageous one, we forge a strong bond of trust, fostering brand loyalty,” he says.
In a competitive market, when just about anyone can play at being a travel agent and book flights at the click of a button – as long as they have an internet connection, justfly.com’s differentiation strategy to build long-term customer relationships is anchored in a trio of commitments: staying ahead of industry trends, embracing cutting-edge technologies and constant evolution to meet customer needs.
“A combination of competitive pricing and continuous improvement of our forward-thinking platform ensures that justfly.com becomes synonymous with reliability, quality service and an enhanced travel experience, creating a compelling narrative for customers to choose us repeatedly,” he says.
Exceeding Customer Expectations
Chelhot explains that justfly.com measures and tracks customer satisfaction through a robust feedback mechanism that harnesses various channels such as surveys and reviews. “We actively seek and analyze customer input to gain valuable insights,” Chelhot explains.
“This feedback-driven approach allows us to identify specific areas for improvement and refinement.”
Through a continuous process of adapting and enhancing its services based on customer feedback, justfly.com is dedicated to ensuring that its offerings consistently meet and exceed customer expectations. “Thereby we organically foster a deep sense of customer loyalty,” he continues.
Additionally, the business closely monitors metrics related to repeat customers. “We understand their significance in gauging overall satisfaction and loyalty,” he explains.
“Through a vast network of over 400 airline partners, we consistently offer budget-friendly options, ensuring that our customers have access to cost-effective travel solutions.”
“By analyzing patterns of repeat bookings and customer behavior, we gain valuable insights into what drives customer retention and loyalty,” he says.
This invaluable data informs its strategies for enhancing the overall customer experience, ensuring that every interaction with justfly.com leaves a lasting positive impression – and cultivates a sense of loyalty that lasts for miles.
