How would you improve the post-booking experience in Google Flights?

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How would you improve the post-booking experience in Google Flights?

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Abhijeet Das · Answer 1 · 2025-06-21T15:11:25+0000

Problem - Improve post booking experience for google flights

Business objective -

User engagement
Cross usage of other google products

User journey -

Customer opens google travel and go to flights

Customer enter details and click on search

Customer can see the list of flights offered across different vendors

Customer can compare the prices, duration, time across the lsit and select the best option to proceed with booking

Customer is redirected to the vendor website for the actual booking of flight

Customer enter details, makes payment and completes the booking

Pain points -

Once the customer is redirected to 3P website, there is no further contact with the customer

In case of no flights available, customer needs to again start fresh in google website

In case of failed booking, customer needs to discuss with the 3P vendor regarding any issue faced with no assistance from google

In case customer is booking multiple flights across different vendors, there is no single place for the customer to track all their bookings

Post flight booking, if the customer wants to book hotels, cabs, etc. there is no way to come back but to start a fresh search in the google travel app, which is a possible lost opportunity cost for google, if customer doesn't come back to google website

Solutioning

Whenever, there is a redirection from google app to 3P website, there should be a unique identifier generated, which can be used to track the booking from google website
In case of any failed bookings, a ticket should be created with Google CS team and they need to reach out to the csutomer within a specified period
All the bookings done via google website across multiple vendors, should appear automatically in the my bookings section in google travel website
Alerts and Nudges for upcoming bookings, delays, cancellations
Smart AI assistant for better customer experience
Based on the flight bookings done in google travel website, it should automatically show hotel results based on the trip duration along with curated list of best things to do during this trip

Prioritisation -

#1 - High impact, medium effort

#2 - Medium impact, high effort

#3 - High impact, low effort

#4 - Medium impact, medium effort

#5 - Low impact, medium effort

#6 - High impact, high effort

As part of the first release, I would like to pick up #1,#3 and #4, which will solve the problem of visisbility of bookings done outside google environment and thereby enhance customer trust on the google travel website. At the same time proactive reminders, will ensure customers don't miss out on their travel.

Metrics

# users using google travel for booking flights atleast once
# users who come back to google travel post flight booking
# users who did hotel bookings through google website psot booking a flight
CTRs on alerts/ nudges
NPS

To summarise the discussion, in order to improve the post booking experience of google flights, I would focus on linking google travel website with the 3P vendor website, so that the customer can view all bookings at one place in the google travel website without the need to going to multiple vendors websites.