Jet2 - Live flight updates

Jet2holidays & Jet2.com

Live flight status

Delivering real-time live flight information to users with a saved booking in the app on their day of travel.

Project overview

Background

During disruptions, Customer Operations will notify customers via SMS, email, or push notifications, directing them to the live flight page. If the app is installed, it will open the page in the app; otherwise, users can access it via a web view.

The page sees high traffic, with 71% of users coming from mobile web and 22% from the app.

Goal

Display real-time flight status directly on the flights page within the booking in the app, enhancing the user experience on the customer’s travel day.

Problem statement

The current process is disjointed, requiring customer to re-enter flight details to view information. This negatively impact the customer experience and are overall NPS rating.

After re-entering booking details, the page shows information for all flights within that criteria, not just the customer’s specific flight. This can be confusing, as users may misinterpret the information. It also makes the page cluttered, leaving users unsure which details to rely on.

We are currently unable to feed delay information (more specifically the override information) into the app for instant, up to date information.

The process is also a lot of clicks for the user to find the information they require.

Research

Previous experience

User currently has to click on the ‘Check flight status’ CTA to open the web page within the app. ‘See more’ allows users to view any messages that relate to the flight. This may be status information or Airport / traffic details.

Data & insights

Quantum data

89.5k visitors to the live flights web page (past 30 days).

153.3k sessions on the live flights web page (past 30 days).

28.7 seconds of average engaged time.

User behaviour

Users access the page via the main booked state page on days of travel, the flights tab, live flight updates in handy links or side menu.
Users visit the page several times on day of travel, so repeatedly entering booking details is inefficient.
Users that opt to add the flight route as a way to search get multiple flights for the same route back so then have to further scroll to find their exact flight.

Ideation

Version 1

This option provides the ability to expand the ‘More info’ section to reveal and messages associated to the flight. It also creates a less busy screen which allows the user to focus mainly on the flight times. The only issue may be that the messaging could be much longer than the example used and take up the full screen.

Version 2

This option still uses the ‘More info’ CTA however, on click opens a bottom sheet providing any relevant flight updates. Although this option allows for more text and stands out more to the user, the general length of these messages can be a lot greater and sometimes you see more than one message associated to each flight for example, there may be roadworks at Leeds Bradford and there also may be a delay to the flight - both of which would need to be presented in this modal.

Testing

Key findings

Users are easily accessing additional flight updates via “More info” CTA on both designs.

However, many users are clicking the status label expecting it to take them to more information.
Users find version 2 easier to digest as the information is displayed separate to everything else on the page.
Various users found that version 1 is not as easy to read as there’s a lot of key information displayed within one section.

Next steps

Develop version 2 so that multiple messages can be displayed on the screen.

Make both the label and the CTA clickable or make the label look less clickable.
Finalise possible status’ and map out which scenario these will be used for.

Status mapping

On time

The on time status will be used to show customers that their flight should depart and arrive according to its scheduled times. The app will start calling the API 2 hours before departure.

Departed

Departed status is for any flights that have successfully taken off from the airport, the actual departure time will be shown alongside the expected time if the flight took off earlier or later than scheduled.

Delayed

Flight departs or arrives later than its scheduled time, depending on how long the delay is a message may be added to the modal to explain the reason for the distruption.

Diverted

Flight has rerouted to land at a different airport than originally scheduled, usually due to weather, technical issues, or emergencies.

Next info TBC

The following status will be used when additional time is needed to manage a flight due to an unexpected event or issue.

Next info HH:MM

This status is similar to the previous "next info," but it specifies the exact time when more information will be available to the user.

Arrived

The aircraft has landed at its destination airport. In some cases, the actual arrival time will be shown alongside the expected time if the flight arrived earlier or later than scheduled.