How Virgin Holidays transformed its travel customer experience

Virgin Holidays, a UK-based travel brand, overhauled its digital customer experience to differentiate itself in a crowded category.

Virgin Holidays may have been around for a good three decades or so, selling package holidays on Virgin Atlantic flights to consumers in the UK. But the package holidays category is a crowded one, with a number of similar products.

“The only way we differentiate in this market space is looking at the end-to-end customer experience: How does that look like in retail? How does that move on to call centres? What’s the check-in process like at the airport?” said t

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