Refund Protect lets passengers upgrade their fare to be refundable in unexpected circumstances, right at checkout. You deliver a better experience, protect brand trust, and reduce the friction that comes with disruption and refund requests.
Because if a customer remembers anything after disruption, it's how you handled it.
Air travel is full of "life happens" moments. Illness, work changes, family emergencies, missed connections, sudden schedule shifts. When that happens, airlines get stuck in a lose-lose: unhappy customers on one side, costly service and refund pressure on the other.
Nick’s background has primarily been with airlines, covering 15 years at British Airways, Qatar Airways, Virgin Australia and Vueling, mainly in Alliances functions. He then moved into the world of #traveltech with Dohop, where he focused on leveraging technology to improve airline partnerships and the customer experience.
He is passionate about developing airline retailing, the curated offer, connectivity and intermodality. At Vueling and Dohop, Nick lead IATA's Intermodal working group and has lectured on the subject at Coventry and Cranfield University. He has contributed thought leadership pieces to academic books and is regularly invited to speak at industry events.
Nick is a bit of an #avgeek / #traingeek, passions he shares with his 4 children, but his first love is cricket which he plays, coaches and watches avidly. Liverpool FC also compete for his affection, and he is a keen cyclist and runner. If you catch him on any of these subjects, be prepared for long, in-depth conversations.
Refund Protect is an embedded refund upgrade that gives passengers the option to upgrade to a refundable ticket during the booking journey.
Refund Protect is not positioned as "insurance-first"; it is positioned as a simple, customer-friendly refund upgrade that fits naturally alongside your existing fare options.
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When a customer can't travel, the experience is emotional, time-sensitive and often public. Refund Protect gives passengers a clear, self-serve path to support, helping you protect your NPS and reduce complaints when something goes wrong.
Refund requests, exceptions and manual processing create cost and backlog. Refund Protect helps streamline support journeys so customers aren't stuck chasing answers (and your teams aren't stuck firefighting).
Refund Protect is built to feel part of your checkout, not a bolt-on. Clear wording, smart UX, and straightforward value messaging help increase customer confidence without adding complexity.
Refund Protect complements your fare families by giving passengers an optional flexibility layer, without forcing you to overhaul pricing, conditions or ticket rules.
Complete the form and let's talk about how we can help you increase revenue with Refund Protect.
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