Case Study

Global Luxury Airline Achieves 82% Engagement Rate on Targeted Travel Alerts

Award-winning global airline soars to new heights of customer experience

Today’s travelers expect quick and convenient experiences every time they fly. To retain existing customers and inspire loyalty from new ones our award-winning global airline customer needed a solution that could easily and consistently scale relevant operational messaging to millions of new, existing, and past travelers worldwide.

With MessageGears, the Dubai-based carrier can deliver smartly-targeted, relevant messaging built to scale based on traveler needs, preferences, and expectations in real time. The ability to reach every traveler with a notification that is uniquely relevant to their travel experience is what helps them stand out as an airline that recognizes, cares and acts on individual customer comforts, preferences, and experiences.

Key Outcomes

3.1 million

3.1 million personalized push notifications that engaged and retained users.


71% lift in app store rating from from 2.8 stars to 4.8 stars within 16 weeks.


448K additional app sessions as a result of more targeted 1:1 messaging.


98K completed app store ratings in response to targeted requests for feedback.

The Challenge

Advance individual traveler experiences in real time at scale

Our customer realized their in-house solution could not consistently or seamlessly deliver operational notifications to their customers. They needed a partner with a scalable platform that could help travelers stay up-to-date and satisfied with every journey in real time.

They also required a solution that could integrate seamlessly with Salesforce to support future promotional campaigns. Enter, MessageGears.

The Solution

Advance individual traveler experiences in real time at scale

MessageGears’ targeting and triggering capabilities operate at an individual level in real time. With MessageGears, marketers can create and deliver deeply targeted messages that are based on factors like: behavioral data spanning across a customer’s entire history with a brand, individual customer interests, patterns, preferences, engagement over time, churn propensity, and new events as they happen, live and in the moment. 

MessageGears integrates seamlessly with multi-channel marketing hubs (MMH) and business platforms, including Salesforce, Oracle Marketing Cloud, and more, to maximize the potential of existing cloud customer data with real-time relevance.

Using MessageGears, This Airline Built And Sent:

Hyper Relevant Push Notifications and In-App Messages in Real Time

The team uses push and in-app messages to send alerts about bookings, seats, lounge availability, baggage belt updates, travel alerts, and seasonal greetings that wish users a Happy Ramadan Kareem (appearing in both English and Arabic). 

A Convenient, Traveler-Friendly In-App Messaging Inbox 

To help customers keep track of important travel alerts, the team used MessageGears to create an inbox in-app for all operational messaging, like gate information, baggage updates, and more.

The Outcome

The team enjoyed a variety of favorable business outcomes, including:


  • 80 million operational notifications sent since partnering with MessageGears in July 2017,  creating a more seamless and convenient traveler journey for millions worldwide
  • 82% engagement on targeted travel alert push campaigns, driving more users to  the app for real-time updates, amplifying the app’s ease of use and the airline’s overall customer satisfaction
  • 1.3 million customers have opened, clicked, and interacted with seasonal push  content, deepening the airline’s relationship with travelers celebrating Ramadan

Driving high-value interactions at scale

In an ongoing collaboration, MessageGears proudly stands as the airline’s trusted partner, continually delivering push and in-app messages that improve onboarding, engagement, and customer satisfaction.

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