ROLE
Lead Product Designer
CONTEXT
Hopper Technology Solutions (HTS)
B2B2C fintech integrations
THE PROBLEM
Flight delays and cancellations
The first 90 minutes post-disruption are a critical operational blind spot. Communication slows down, passenger frustration spikes, and airport gates turn into massive customer service bottlenecks.
Announcement of
flight disruption
0 MINUTES
Agent can only rebook
on flights leaving tomorrow
90 MINUTES
No clear information
or next steps
30 MINUTES
Long queues
at the gate
60 MINUTES
THE SOLUTION
Immediate assistance
By pushing real-time notification triggers and automated rebooking flows directly to the passenger's device, severe flight disruptions can be resolved in minutes rather than hours. Manual airport claims are replaced by instant digital self-service that puts control back in the hands of the user.
Notification of
flight disruption
0 MINUTES
Access personalized rebooking options
1 MINUTE
Book a new free flight
on any airline
2 MINUTES
Arrive at
destination
ON TIME
PRODUCT OVERVIEW
Disruption Assistance
All flights are actively monitored for disruptions and travellers are proactively notified of any delays of 2+ hours for any reason. They can access the portal and rebook a new flight to their destination on any airline. Taking it a step further than just a rebooking tool, they can choose to receive a 100% refund of their trip if they're not satisfied with their options.
Because the product is only triggered by actual disruptions rather than voluntary cancellations, the risk model allows for a lower-priced offering which is more attractive to users. Airlines generate high-margin revenue from selling the ancillary, while all refunds and rebookings are handled through the Disruption Assistance exercise portal.
63
NET PROMOTER SCORE
82%
REPEAT PURCHASE RATE
“So glad we added this to our trip.”
2 PAX · 4.5 HOUR DELAY
“I got this and it worked perfectly. It saved our family vacation! I will always buy this for our trips from now on."
4 PAX · CANCELLATION
"My flight was delayed by 3 hours, so I chose to keep the reservation and get a refund. I got the full refund for my round trip before I even took my return flight home!”
1 PAX · 3 HOUR DELAY
Rebook a new, free flight
in just a few taps
Flights are actively monitored for disruptions so a proactive notification can be triggered, often before the airline has sent one. Travellers can browse same-day and next-day flights on any airline, including from nearby airports.
If travellers aren't happy with their alternative flight options, they can choose to get a refund for their entire trip.
Disruption Assistance delivered over $17 million in refunds and rebooking costs in 2025.
TRIAL & ERROR
Design iterations
Building dynamic levers directly into the copywriting allows us to manipulate variables to test and identify the most impactful messaging. Brainstorming partner-specific ways to deliver value to disrupted passengers led to innovative new configurations of the product, like expanding the types of disruptions covered and the rebooking transportation options available.
Some airlines initially worried that offering Disruption Assistance would imply they otherwise leave passengers stranded during disruptions. To address these concerns, we explored dense comparison tables designed to cover every edge case. However, usability testing proved that an excess of information caused more confusion than clarity. Presenting this user data to partners successfully convinced them to go with a more straightforward approach that focuses on the added value of the product.
Ultimately, travel should be fun! Disruption Assistance helps by delivering peace of mind. Strong NPS and repeat purchase rates reflect a product that delights travellers, transforming frustrating moments into positive experiences.