Flight Notification Delivery and Passenger Experience Upgrade for an International Airline
Background
The airline operates many international routes and sends daily flight status, check-in reminders, and gate-change alerts to passengers worldwide. Plain-text SMS could not carry enough information or deliver the experience passengers expected.
Challenges
Limited message capacity
Flight changes require flight number, timing, gate, and other details. Plain text made the message hard to scan and easy to miss.
Widely distributed passengers
Passengers were spread across countries with uneven SMS delivery quality.
Online check-in needed improvement
SMS reminders did not convert well because passengers still had to open an app or website to check in.
Solution
Yuexin International deployed an SMS + RCS flow. RCS-capable devices received rich cards with flight information, seat maps, and a one-tap check-in button; other devices automatically fell back to optimized SMS notifications.
Results
RCS rich messages outperformed plain-text SMS
The one-tap check-in button shortened the passenger journey
More complete notifications reduced calls about flight changes
"Passengers can see full flight details and check in directly from the message. That experience used to require the app."
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