How Riviera Travel uses TravelComms to set a new standard in guest comms.
Partnering with d-flo and adopting the TravelComms™ platform, Riviera Travel transformed its customer communications across multiple source markets, creating an immersive, personalised and wow-factor experience that delights guests and streamlines operations.
1
dynamic guest comms journey
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regions including UK, USA and EU
Consistently
high guest satisfaction
Sector
Tour Operator
Solution
TravelComms
Launched
2024
Choice at every step of the journey
Every guest’s idea of the perfect holiday is different – which is why personalisation doesn’t stop once a trip is booked. With TravelComms™ powering the booking communications journey, guests are now provided with options to add a curated selection of add-ons and excursions to their trip – all relevant to their journey and unique to their preferences.
Rather than a one-size-fits-all, Riviera Travel has ensured each guest enjoys a more personal and fulfilling experience – one that adds genuine value at every stage and builds long-term loyalty.
Tailored touchpoints for every traveller
TravelComms™ delivers information throughout the booking journey that is individually relevant to each guest – at the right time and via the method they choose. The all-important final travel documents are now easily accessible through multiple channels, creating guest choice.
Safeguarding and minimising disruption
Even the most perfectly planned trips can face the unexpected. Another area that TravelComms™ has been able to help with, is ensuring guests remain informed, supported, and confident, whatever the circumstances, through proactive communication designed to minimise frustration and maintain trust.
TravelComms™ flight tracking dashboard and alerting capability ensures Riviera Travel has real-time visibility on all flight operations and automatically updates guests on delays and gate changes. Extending this further, TravelComms™ also provides the Rivera team with the ability to instantly and efficiently notify guests on any unplanned itinerary changes and unexpected travel disruptions.
Streamlining back end operations
Behind the scenes, TravelComms™ is helping Riviera Travel automate its back office fulfilment process. The capturing, categorising, storing and indexing of incoming passes, tickets and vouchers from numerous third-parties, including airlines, rail operators, transfer companies and hotels, has all been streamlined. And when it’s time for despatch, TravelComms™ ensures they are then matched and delivered as part of each guest’s final travel documents.
To build on this, AI-powered tools ensure every message – from booking to the journey home – reflects Riviera Travel’s trusted tone of voice. Whether it’s an itinerary update, a disruption alert or an operational flight notice, communications remain clear, consistent, reassuringly on brand – and always personal.
With manual tasks like this taken care of, the Riviera team are able to spend more time focusing on delivering exceptional guest service.
Bringing the team on the journey
Like any system change, this one came with hesitation. But d-flo worked closely to involve several Riviera Travel stakeholders at every step. By including the various teams from the start and giving them ownership throughout the process, it meant they embraced all aspects of the new TravelComms™ solution. Teams reported feeling empowered, supported, and proud of the new guest experience they’re now delivering.
Investment in continual improvement
Guest sentiment and feedback is captured daily at key touchpoints for Riviera Travel to turn insight into action and continually evolve and enhance their guest experience.
The end result? Communications that are personalised, rich in content, and designed to take the stress out of travel – and the travel arrangements.
Delivering a new standard in guest experience
In just 12 months, Riviera Travel has:
- Increased operational efficiency across departments.
- Reduced errors with previews and audit trails.
- Improved alignment between UK and international communications.
- Enhanced sustainability with digital-first documents – while still offering print options and (most importantly) guest choice.
- Enabled the Operations team to manage content and promotions directly.
- Implemented reporting and tracking to see what’s working and what isn’t – so Riviera can act on information quickly and effectively.
Most importantly, guest feedback has been consistently positive, with TravelComms™ helping Riviera maintain some of the highest Net Promoter Scores in the industry.
Future-proofing the guest journey
Riviera Travel’s partnership with d-flo isn’t about short-term fixes – it’s about creating a stable, supported platform that enables future growth without compromising guest experience or operational stability.
With new AI tools, deeper integrations and fresh digital touchpoints, Riviera is well positioned to scale seamlessly while protecting the personal touch that underpins the brand.
Ready to transform your customer communications?
Let’s talk about how TravelComms™ can help your brand move from generic templates to inspiring interactions that build loyalty.