Founded in Singapore in 2023, Laters.com (formerly known as Fly Fairly) is a payments-first online travel agency built around a simple promise: travellers should be able to book the flight they want at today’s price and choose how they pay.
Laters.com’s proposition is built on flexibility. Customers can secure the flight they want and choose a payment method or schedule that works for them. However, flexibility in payment does not fully address the uncertainty posed by unexpected disruptions. That uncertainty can be particularly significant for customers committing a meaningful share of their monthly budget to a trip. When a flight is being paid for over several months, knowing that the booking can be protected matters more, not less. Laters.com needed to close this confidence gap at the point of sale. At the same time, the business wanted to add useful services across the broader travel journey, including delayed baggage compensation, global connectivity, airport lounge access, and carbon offsetting. The challenge was not simply to add several products. It was to make the complete suite feel relevant, timely, and native within a mobile-first experience, without overwhelming customers or delaying the public launch.
Protect Group joined the project before Laters.com’s public launch. Instead of treating each service as an individual integration, the teams planned Refund Protect and Protect Plus as a single connected customer journey. Refund Protect was built into the checkout, giving travellers the option to add it at checkout. Delayed Baggage Compensation, eSIM Solutions, Lounge Access, and Carbon Offsetting were incorporated into the wider travel experience, with each offering positioned to add value rather than create ancillary fatigue. Protect Group currently describes these services as part of its curated Protect Plus range. Early journey mapping allowed the teams to agree on product placement, content, pricing, technical ownership and testing requirements upfront. Protect Group’s product team then worked alongside the Laters.com team through design and testing across its markets, rather than simply handing over technical documentation. The Pulse Platform provided the infrastructure for the product experience, while the Pulse Reporting Dashboard gave Laters.com visibility into attachment and performance by market. This allowed the team to monitor, learn, and optimise, rather than taking a “set it and forget it” approach. Refund Protect uses Protect Group’s AI-powered Smart Pricing to help Laters.com continually refine the protection offer for different customers and markets.
The complete agreed suite has been available since day one and has remained part of the customer experience as Laters.com has expanded internationally. Refund Protect now uses AI-powered Smart Pricing, and Laters.com reports higher repeat-booking rates among customers who purchase protection. The partnership demonstrates that, with effective planning and shared ownership, Partners can integrate multiple Protect Group products without compromising launch speed or customer experience.
Founded in Singapore in 2023, Laters.com (formerly known as Fly Fairly) is a payments-first online travel agency built around a simple promise: travellers should be able to book the flight they want at today’s price and choose how they pay.
The platform offers flights across more than 650 airlines and over 100 payment methods, including cards, digital wallets, cryptocurrency and approximately 40 Buy Now, Pay Later and instalment options. But from the beginning, Laters.com knew that payment choice alone would not remove every barrier to booking. Customers also needed confidence if their plans were unexpectedly disrupted, and practical support throughout their journey.
Before the public launch, Protect Group and Laters.com aligned around a single customer proposition: payment flexibility should be supported by booking protection and relevant travel services. Treating the products as one programme allowed the teams to establish a clear scope, responsibilities and launch plan from the beginning.
The teams mapped Laters.com’s mobile-first booking journey and identified where each product could deliver the greatest value. Refund Protect was incorporated into the checkout decision, while Protect Plus services were positioned at relevant stages of the wider journey. This helped maintain a clean experience without overwhelming customers with unnecessary offers.
Refund Protect, Delayed Baggage Compensation, eSIM Solutions, Lounge Access, and Carbon Offsetting were integrated into a single coordinated implementation plan. This reduced the risk of duplicated work and helped ensure that content, product logic and branding felt consistent across the suite.
Protect Group’s product team worked directly with Laters.com through design, implementation and testing. Pricing, functionality, customer content and the mobile experience were reviewed across Laters.com’s markets, allowing issues to be resolved before the products reached customers.
The full agreed product suite went live as part of the original Laters.com customer experience rather than being phased in after launch. This meant Laters.com could begin generating customer and commercial value from the products immediately, without having to return to rebuild the journey later.
The Pulse Reporting Dashboard provided Laters.com with visibility into attachments and market performance. The team could use this information to refine how the products were presented, while AI-powered Smart Pricing enabled ongoing optimisation of the Refund Protect offer as the business expanded.
