Mobile Case Study: British Airways Text Alerts

British Airways worked with Incentivated to introduce an instantaneous communications channel via text to share flight update information, including delays, re-booking and cancellations.

Client: British Airways

Target Audience: Existing British Airways customers

Medium: Passengers opt in to the text alert service via ba.com and in return in they receive SMS alerts if their flight is going to be delayed or cancelled, with the messages available in a number of languages.

Conclusion: Successful communication tool for BA. On the day that the BA flight crash-landed at Heathrow (Jan 09) over 9,000 SMS alerts were sent to passengers, saving unnecessary trips to the airport.

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