Case study: 15below and iCoupon partner to deliver an automated refreshment voucher solution for Ryanair

Background

Regulations around flight disruption are constantly evolving, with many regions adopting standards to enforce passenger rights such as the Department of Transport automation of compensation in the USA and the EU/UK 261 rulings. In compliance with EU261 passenger rights, any passenger flying within the EU is entitled to meals and refreshments if their flight is delayed by two hours or more beyond the scheduled departure time. To ensure adherence to this regulation and uphold the commitments outlined in their customer charter, airlines can now utilise 15below’s new solution, partnering with iCoupon for voucher issuance and notifications.

This innovative solution streamlines the process of issuing vouchers during disruption, enhancing customer satisfaction and operational efficiency. The integration automates the issuance of Light Refreshment Vouchers (LRVs) by connecting with the airline’s reservation system for customer information and integrating with iCoupon for automated and intelligent voucher issuance. By leveraging the 15below platform, airlines can automate communications and enhance the end-to-end customer experience. 

15below and Icoupon/Ryanair workflow

This integration not only ensures compliance with regulatory requirements but also significantly reduces the manual effort and processing time of voucher issuance by automating the entire process, enabling travel brands to deliver consistent and timely assistance to their customers. When a delay threshold is met, the voucher issuance process begins, and customers receive a real-time notification in their preferred language via any channel. These notifications inform customers that their boarding pass now also acts as a voucher, indicating the amount available to spend and providing a link to where it may be redeemed. 

*Test screenshot

Ryanair's implementation

Ryanair holds a special place in 15below's history as our first customer in 2002. Throughout our partnership of over two decades, we've collaborated closely to innovate and enhance Ryanair's customer experience through many of our solutions, including Disruption, Queue Manager, and Pre-Departure Communications.

Continuing to innovate together, Ryanair not only holds a special place in 15Below’s history, but being iCoupons first ever customer too, it seems appropriate that Ryanair was 15below’s development partner for the launch of the iCoupon integration which delivers a message directly into the airline’s App or via SMS, further enhancing Ryanair’s Day of Travel Assistant. The collaboration allowed the airline to provide input and test the solution, which was built and tested collaboratively between the three parties.

With the new integration via 15below, Ryanair now benefits from the automation of the LRV issuance process.  

The solution in action

On 27 June 2024, more than 30% of Ryanair’s 3,500 flights were delayed due to air traffic control issues, resulting in 16 aircraft being “out of base” and missing their airport curfew landing times. The following morning, 25% of Ryanair’s first-wave departures — 150 of 600 aircraft — were delayed due to air traffic control staff shortages and equipment failures at the Maastricht centre causing continued disruption.

During this period of severe disruption, a total of 175,196 vouchers were issued via the automated process, with a peak daily send of 36,528 vouchers. 

Ryanair voucher issuance

Ryanair's proactive approach, enabled by the process put in place by 15below and iCoupon, sets a new benchmark for disruption management. By streamlining voucher distribution and improving real time communication, Ryanair continues to reinforce its commitment to delivering exceptional customer service during operational challenges. 

About iCoupon 

iCoupon is the travel industry’s leading intelligent vouchering solution and is partnered with over 170 airlines and 2500 retailers, in over 250 airports worldwide. By removing the need for physical vouchers and offering an environmentally conscious and user-friendly alternative, iCoupon enables issuers to remotely attach and distribute digital vouchers on to passengers' boarding passes to deliver compensation, promotions, and loyalty rewards.

Passengers can redeem their vouchers at any iCoupon-integrated retailer simply by presenting their boarding pass for scanning. With a well-established and agnostic network of partners, iCoupon plays a pivotal role in facilitating seamless transactions within the travel industry. 

About 15below

15below is a leading provider of automated passenger communication solutions, specifically designed to help travel brands navigate the complexities of travel disruptions. With over 20 years of experience in the industry, we have a proven track record of helping travel brands improve passenger experience, optimise operations, and build stronger brand loyalty, even when things go wrong.

The collaboration between 15below, iCoupon, and Ryanair demonstrates the power of partnership in transforming travel: By streamlining processes and offering seamless experiences for passengers, iCoupon's digital vouchering solution enhances operational efficiency and customer satisfaction at a time when stress levels are high and passenger morale is often low.

What the team said about the partnership

If you're interested in using a similar solution to elevate your customer experience and operations or want to find out more, please get in touch. 

Contact our team