CAVU Launches Inaugural Client Advisory Board
CAVU recently welcomed its valued clients, partners, and providers to Miami, Florida, for our inaugural Client Advisory Board.
In May, CAVU welcomed its valued clients, partners, and providers to Miami, Florida, for our inaugural Client Advisory Board. This invigorating session offered a fantastic opportunity to gather firsthand feedback, ensuring that our future developments align with the evolving needs of our partners. One of our key objectives was to integrate the voice of the customer into our Product team’s thinking, allowing us to genuinely understand the biggest pain points they face.
Powering The Global Travel Marketplace
The event began with CAVU presenting our strategic roadmap, centred on The Global Travel Marketplace. With the goal of delivering better experiences for passengers while driving more revenue for clients, the Marketplace is a culmination of our 80 years of aviation heritage and the seamless integration of digital and physical touchpoints across the travel ecosystem.
The three pillars of this proposition are:
Connecting the Disconnected
Accelerate your revenue by enabling passengers to seamlessly plan and book all their travel needs, from airport parking and lounges to FastTrack and car rental.
Delivering Personalised Products
Maximise the volume and value of passenger bookings with personalised products, offered at the right price and the right time – all through a seamless booking experience.
Identifying Untapped Potential
We understand the passenger like no other. Using consumer insights, we identify untapped potential at every phase of the travel journey.
Underpinning this strategy is Propel, our powerful ecommerce platform that has been purpose-built to drive growth, increase revenue, and deliver a seamless booking experience for customers.
Emerging Priorities and Opportunities
With our strategic roadmap outlined, our guests provided invaluable feedback on their own priorities, highlighting loyalty and the marketplace as major areas of interest. Discussions around loyalty focused on the challenges associated with travel frequency and the impact of points-based loyalty schemes. Potential solutions include offering immediate rewards and exclusive pricing to enhance perceived value.
Further conversations explored integrating loyalty options across travel products, such as flights and hotels, to reward loyal customers while ensuring a seamless booking process. Enhancing relevance and customer engagement was a key theme in marketplace discussions. Despite fulfilment challenges, airport retail presents opportunities for curated offerings or vouchers.
Similarly, tailored travel bundles, such as those for families or those offering ultimate convenience, were suggested to increase appeal. Reflecting seasonality in marketplace offerings was another recommendation to boost relevance and attachment rates. As our inventory expands, clients emphasized the importance of using data to maintain personalized relevance based on trends like airline and destination preferences.
Other discussion points focused on simplifying repeat booking processes for regular travellers and incentivizing customer referrals to enhance the customer journey and operational efficiency. A universally shared goal was achieving a digitally connected, end-to-end customer journey, from pre-booking to post-travel.
As we review our strategic roadmap, these discussions will strengthen our approach and drive us towards creating even more valuable solutions for our partners.
Working in Partnership With CAVU
Our first Client Advisory Board event highlighted the immense value of collaboration and working towards collective goals. As Nolan Hough, CAVU’s Chief Growth Officer, highlights, “This event underscores the power of partnership in driving innovation and delivering exceptional travel experiences. By working together, we can unlock new opportunities and create solutions that truly meet the needs of our clients and their passengers.”
This view is shared by our valued partners:
- Rob Turner, Director of Supply at On The Beach, remarked, “It’s very refreshing to have a partnership focused on giving the customer exactly what they want.”
- Colin Watson, Senior Vice President at DragonPass, valued the diversity of perspectives, “It’s great to get different perspectives from partners in the room. Hearing various ideas has been helpful in forming our own strategies.”
- Jason Mehl, Chief Commercial Officer at Syracuse Airport, appreciated the event’s outcomes, “You all put on a wonderful event with many great ideas coming from it.”
Looking Ahead
This inaugural Client Advisory Board provided the CAVU team with valuable insights that will inform our strategic approach. We look forward to future CAB events as we continue to foster partnerships that drive innovation and success in the travel industry.
