Sherpa’s personalized, contextual travel requirement information brought travelers to Manage My Booking ahead of online check-in. This timely engagement led to higher uptake of ancillary services and contributed to an overall 31% increase in ancillary revenue for LOT Polish Airlines.
LOT Polish Airlines faced the complexity of keeping both travelers and operational teams informed about ever-changing travel documentation requirements, visa regulations, and country-specific entry rules. Fragmented information sources often led to confusion, uncertainty, and frustration for passengers, while also increasing the operational burden on the airline. As travel protocols evolved across global destinations, LOT needed a seamless and scalable way to help travelers meet requirements efficiently, while identifying new opportunities to enhance customer value and generate ancillary revenue.
Personalised emails delivered 14 days pre-departure ensured that travellers had ample time to prepare for their international adventures. The bold, simple design of the primary call-to-action button encouraged attention and immediate response. Customers clicking on the Check button were guided directly to the LOT Polish manage my booking page for them to check travel requirements and apply for applicable eVisas/ETAs.
Our instantly displayed required documents based on traveler details. With destination and nationality, customers could identify visa requirements and complete applications directly within LOT's platform, no guesswork required!The seamless modal experience keeps travellers engaged throughout their journey, and on LOT's platform itself, while honoring LOT's branded environment from start to finish.
The seamless modal experience keeps travellers engaged throughout their journey, and on LOT's platform itself, while honoring LOT's branded environment from start to finish.
Added a link to a dedicated visa application page within the online check-in process, with visas delivered in under 60 minutes—ensuring stress-free departures!
Passengers who completed Sherpa flows generated 31% times as much ancillary spend as before. This impact is rooted in a fundamental shift in traveler expectations: today’s customers expect airlines to deliver timely, accurate guidance on everything needed to cross international borders, with visa and travel documentation information now central to the travel experience. By leveraging up-to-date, AI-powered personalized content, LOT was able to meet these evolving expectations and proactively re-engage travelers with information that mattered. More passengers returned to Manage My Booking to complete their travel preparations, and while there, discovered—and purchased—more ancillary services. This seamless engagement drove a 31% increase in average booking value while giving travelers greater peace of mind and an easier journey.
LOT Polish travellers responded strongly to tailored, localised and actionable content addressing their specific documentation requirements. This personalised approach boosted conversion rates and significantly increased average booking value across customer segments. We support 30+ languages for travellers to complete the application, allowing us to enable LOT to deliver a localised and personalised experience. By pre-filling traveller information such as nationality and destination and providing a localised experience in the preferred language, we were able to deliver a seamless experience.
Sherpa’s fully embedded solution in Manage My Booking dramatically enhanced the passenger journey and customer satisfaction for LOT Polish Airlines. With a CSAT score of 78.2 on visa services, travelers consistently praised the fast, efficient, and reliable experience. Customers reported clear, easy-to-follow procedures and appreciated receiving timely, proactive updates at each step. The integration with LOT’s platform made travel preparation straightforward and stress-free, with many travelers receiving their visas in record time. This high level of satisfaction not only strengthened brand trust, but also helped drive further engagement and revenue for LOT.
Sandra Poddębniak
Product Manager, LOT Polish Airlines
