Virgin Holidays: Ready to Travel

Virgin Holidays, a tour operator, redesigned its communications in the UK by using progress trackers and bespoke gifs to add excitement and reduce stress in the holiday booking process.

Campaign details

Agency: Proximity London

Preparing for a holiday is surprisingly stressful, and Virgin Holidays weren't making it any easier for their customers.

They needed to alleviate anxiety, in order to leave as much headspace for getting excited as possible.

Strategy

Virgin's brand promise is to provide unique and exceptional customer experience; it's why people pay a premium to travel with them.

However, communications from Virgin Holidays broke that promise.

An audit of the existing journey showed that customers were being bombarded by 35 disjointed communications, as well as dozens of duplications from six disparate internal teams.

Proximity London...

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