Case study
Introduction
Build a post-booking system for elevated revenue, scalability, and customer service
Logo-Trava
Client logo - Hopper

Industries

Travel app

Company Size

1000+

Founded

2007

Region

Montréal, Quebec, Canada
About Hopper
Hopper, Inc. is a travel booking app and online travel marketplace that sells flights, hotels, rental cars, and short-term rentals. It uses machine learning to change the price of its offers, providing more flexibility for users. Currently, Hopper is the most downloaded travel app in North America, selling over $6 billion in travel annually through 25 points of sale globally.
Challenge
In 2017, Hopper saw a big increase in flight sales, and the team handling schedule changes struggled to keep up. They realized they needed better technology to work more efficiently and improve their finances. It became even clearer during the COVID-19 pandemic when there were too many ticket cancellations and not enough staff to handle the changes. Thus, here came the tasks to tackle:
  • Reduce manual work
  • Maintain business growth
  • Enhance customer  service
  • Cut expenses
Solution
When the business objectives and solutions were set, Trava introduced the first phase: minor schedule changes.
Krystyna Dahms, 
Director of Ticketing, Product & Automation at Hopper
Hopper’s Trava implementation
After regular meetings with Hopper to set business objectives, brainstorm processes and discuss solution customisations, Trava delivered the first automation solution of what would become a long-standing partnership: minor schedule changes. From there, says Dahms, “we were given the support and guidance to play around with the tool, figure out what we could do with it, test it and conduct quality assurance. Trava gave us the ability to be completely independent but were on standby at all hours for our questions.” Hopper succeeded in securing, testing and launching just three months later. “We were able to run the backlog of 350,000 reservations and achieve a completely touchless automation rate of 95%.”
This success led to a new vertical within Hopper built around post-booking automation using Trava. Hopper’s direct collaboration with Trava focused on using the functionality of the technology in creative ways to support business expansion. The Hopper post-ticketing team has built automations for queue management, refunds, ticketing failures (automated from 30–100% based on type of failure), duplicate tickets (saving $100,000 within the first 6 months), and most significantly, major schedule changes with Sabre, Travelport and Amadeus (automation rates for each GDS are identical). Dahms reflects,“I never thought in a million years we’d get to where we are: over 80% completely touchless across GDS systems, including major schedule changes, which took a considerable amount of time to process manually. This automation alone has saved us $750,000 in customer service salary in just 8 months.”
Another key development was the successful implementation of automated processes for NDC, starting with schedule changes for one of Hopper’s largest carrier. Schedule changes (both minor and major) are now 98,8% automated. Additional functionality and carriers are continuously being added, connecting directly to the respective NDC environments.
Key benefits for Hopper
Dahms attributes Hopper’s ability to drastically reduce labour costs, increase efficiency and drive scalability to its partnership with Trava, “We wouldn’t have been able to grow the way we have without Trava.” As a result, Hopper has increased resources to look towards the future and develop businesses cases for emerging opportunities based on the creative use of the Trava technology. The magic lies in the sophisticated yet simple-to-use modules. Trava offers straightforward drag-and-drop workflows that allow customers to design automated processes in just a few clicks, with no need for coding knowledge, engineering resources or IT specialists. This intuitive and user-friendly technology means Trava customers are given full control over process management and the opportunity to experiment and explore their creativity.
“We have this platform we can play around with. Trava technology gives you the autonomy to be a creator independently, to solve your own problems, and the possibilities are endless, says Dahms.
Trava’s collaborative approach to project implementation is also a key benefit for customers looking to harness the functionality and capabilities of the platform. Hopper was able to push the limits of automation and develop and test truly customised processes due to the supportive backing of a flexible, experienced partner.
“Our working relationship has been so close; it feels like working with somebody on your own team. As we’ve got to know the capabilities of the Trava platform and the dedication of the team, we’ve been able to collaborate and stay creative with each other to develop the tool into a powerhouse post-booking automation solution that we’ve never seen anywhere else.”
"Trava technology gives you the autonomy to be a creator independently, to solve your own problems, and the possibilities are endless."

Krystyna Dahms,

Director of Ticketing, Product & Automation at Hopper

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