Loyalty program add-on

The Loyalty program add-on is available for Pro+ subscription plan. It's designed to construct and automate benefits for return guests based on the number of bookings (i.e. trips) they've completed with a particular Vessel operator. There are two different mutually exclusive types of loyalty programs: Travel Credit and Discount, which can be applied to particular guests in their options/bookings.

Travel Credit functions as a form of cashback, where guests receive a certain percentage back from the trip price (not the total booking amount, but from the specific guest's trip price). They can then apply existing travel credit as a discount to their trip price, limited by a certain percentage of the trip price. For example, earned travel credit might be 5%, which can cover up to 10% of the trip price in a new option/booking.

Discount is either a percentage or fixed amount discount that applies to the trip price of specific guests in their new options/bookings.

Once enabled the Loyalty program will appear as a new module in the left navigation bar in Intranet. Currently there are 2 submodules inside: Settings and Tiers.

The Loyalty program Settings submodule contains the list of general settings for the Loyalty program such as:

Tiers submodule allows to create different groups of rewards for the customer depending on the number of their completed bookings (i.e. trips). For example, guests who completed at least 1 trip will receive a 5% discount on future bookings, guests who completed 5 trips will receive a 10% discount on future bookings.

All created tiers are displayed as a list of Tiers containing the following data: name, qualified trips (from - to, sorting of tiers is done by the number of trips from), travel credit earned, %, travel credit spent, % or discount (depending on loyalty program type).

Create/edit page for Tiers contains the following fields:

Once you’ve completed the Tiers setup or made significant changes to the rules for any tier, be sure to click the Update Tiers button to confirm your changes. If you're using Travel Credit, you can specify whether it should be recalculated for guests based on the Tiers rules. We highly recommend creating all necessary Tiers before clicking the Update Tiers button.

Return guests are marked with R label - return means that in accordance with tiers settings it is possible for the customer to join any tier. Guests can join one tier at a time only - if the guest is qualified for several tiers then it’s considered as a mistake in tiers setup. The Return label is also displayed inside guest’s card.

The Loyalty program tab has the essential information about rewards qualifications and status of this guest such as:

The tier for the guest is determined based on Qualified trips number.

Travel credit history is displayed if the Loyalty program type is Travel credit only. It’s similar to the history of credit notes. The possible types of records are:

A unique customer code is generated for all guest records. Each code consists of a distinct combination of digits. The fleet manager can easily copy this code or update it as necessary, especially if the previous code has been compromised.

During the booking process on the intranet, agency cabinet (when allowed by loyalty program settings) and on online booking widget, it is possible to add the generated code to the guest name field on the "Select Cabin" step. The same input field will be used for both the guest name and the customer code. Since the code consists of numbers, our system will differentiate between the guest name and the code.

If a code is entered, the system will validate it. Upon successful validation, the corresponding discount will be applied to the guest, and the name associated with the guest record will be automatically displayed. The edit icon, which typically allows for editing guest names, will be disabled if a code has been applied.

The loyalty discount will be clearly shown in the booking cart. Additionally, once the option is created, the guest linked to the applied code will be automatically associated with the guest record.

Summary: The "Return" label will be shown to the right of the guest's name where applicable.

Guests Tab: When a guest is linked to a guest record, the "Return" label and tier name will be displayed to the right of the linked card name, along with the travel credit balance or discount amount, depending on the loyalty program type.

Guests Tab - Link to Customer Modal: In the list of guest records, returning customers will be marked with a "Return" label, and their tier name will be indicated.

If a guest in an option or booking is linked to a return guest record, a new type of discount will be displayed in the "Manage Discounts/Surcharges" modal: either "Travel Credit" or "Loyalty Discount," depending on the loyalty program type.

When the fleet manager selects "Travel Credit" or "Loyalty Discount," the corresponding discount amount field will be prepopulated with:

Fleet managers can choose to edit the suggested discount amount.

If the fleet manager unlinks the guest from the guest record, the added loyalty discount will be removed.