Home / Case studies /

Giving a Travel Brand’s Members a Reason to Come Back Between Trips

A travel discovery platform had customers who booked once and went quiet. In six months, active community members more than doubled and repeat trip participation grew 40%.

Engagement

6 months

Channels

Paid social, email, content, events

Markets

Solo explorers, culture seekers, weekend adventurers

Starting point

Booking-only relationship, nothing between trips

The situation

People came to the platform to book a trip, then disappeared until the next one, if there was a next one.

There was no content rhythm, no shared identity among members, and nothing for them to do between trips.

The call we made

Build for the months between trips.

A member who stays in touch is more likely to book again. So the plan centred on stories, gatherings and member content, with paid social used to grow the community around them.

How we worked

Plan

Defined three traveller types (solo explorers, culture seekers and weekend adventurers)
Mapped where members went quiet between bookings
Designed a content and community plan for the gaps
Planned member content, virtual events and city gatherings

Implement

Ran a content calendar of destination stories, member spotlights and travel tips
Launched member content programmes such as contests, reviews and shared travel journals
Ran paid social to grow sign-ups and event participation
Hosted virtual meetups and local city gatherings

Engage

Retargeted past travellers with themed experiences and community news
Tracked participation and repeat trip rates
Refined content and campaigns based on engagement
Encouraged member referrals

Results

2.2x

active community members

40%

growth in repeat trip participation

75%

more event participation

3x

member-generated travel content

“I wish I had worked with you guys earlier.”
Community Lead, travel platform

Outcome

The platform became a place members return to between trips. Peer stories and recommendations now drive discovery and repeat bookings.

The next booking starts the day the last trip ends.

Client name withheld under NDA. Figures as reported by the client.