Michelle is the Marketing Manager for Salt Air, the only scenic flight company in the Bay of Islands, in Northern NZ. She loves her job – especially when she gets to help young couples get engaged – but she quickly realised that a critical business process was holding her back. Her online booking system just wasn’t flexible enough for a scenic flights business.
“We had a fairly simple booking form that we got our web developer to design, but in the end it wasn’t ideal because it still created a lot of work in terms of further emails and it wasn’t secure enough for gathering credit card details for payment.”
She realised that her current system just wasn’t flexible enough for her kind of business.
“Our flights are weather dependant, so we need to be able to collect credit card details without charging the card. If we charge people up front we have to do refunds and extra administrative work.”
“Our flights are weather dependant, so we need to be able to collect credit card details without charging the card.”
Not only was the payment method less than ideal, but the entire process itself was inefficient.
“We had to direct our customers to our booking form to complete all the information. Then we had to constantly email back and forth to get additional information like their weight, and which hotel are they staying at if they need to be picked up.”
She realised that as a tour operator she needed more functionality to easily plan her tours. She started to look at several online booking systems, but found that they still lacked flexibility in the payment department.
“Our biggest challenge was finding an online booking system that supports the weather dependant issue in terms of payment. In particular, collecting credit card details securely without charging the card.”
That’s when she decided to try Rezdy. She was happy to learn that it allowed her to delay payments until she was absolutely sure weather conditions were suitable.
“Other systems out there insist on full payment up front, but Rezdy allows us to securely take credit card details and process the payment when it works for us. That way, if the weather was bad and we had to cancel the trip, we wouldn’t have to do a refund on the booking made.”
“Rezdy allows us to securely take credit card details and process the payment when it works for us.”
She also liked that Rezdy gave her greater flexibility in packaging her products, so she can generate more revenue per customer who books online.
“I love how we can easily set up additional products on Rezdy, which is something a lot of other booking systems don’t do. For example, we add picnic lunches, photo packs, and dvd packs. It’s really useful.”
Michelle also liked how well Rezdy integrated well with her website.
“I really liked that I could customise it to our own branding so it looks like a part of our business.”
Now, Michelle has all the flexibility she needs to make her tours as easy to run as possible – both internally, and for her customers.
“Rezdy has just made the booking process incredibly efficient and easy for our customers, so it sets up a really positive start to their experience with us. For our customers, it’s easy to use – and for us, it’s complex enough that it does everything we want it to do.”
“For our customers, it’s easy to use – and for us, it’s complex enough that it does everything we want it to do.”
Rezdy has provided Salt Air with an easy way to accept online bookings without hampering her cash flow. As a result, she has seen a steady rise in her bookings.
“We have had a notable increase from online bookings directly from the website coming to us. I think it’s because it’s so much easier now that people just do it. We don’t have to do as much work emailing customers because we can get all the information we need straight away in the booking form.”
Michelle is so happy with her decision that she would gladly recommend Rezdy to other tour operators.
“I would definitely highly recommend Rezdy. It represents your products well, it’s flexible enough to work with all the different types and flights and packages you might need to promote, and it’s got flexibility in terms of payment processing and how you use it according to your business.”
She has also found working with the team at Rezdy to be a positive experience.
“Rezdy’s team is so good at communicating. I found that any sort of suggestions and requests I made were listened to and implemented reasonably quickly. The support in terms of developing the Rezdy product to suit us has been excellent, and any support tickets are handled really quickly.”
“We have had a notable increase from online bookings directly from the website coming to us. I think it’s because it’s so much easier now that people just do it.”