Volaris is the most important Ultra Low Cost Carrier in LATAM
Contribution
User Experience Design, Interaction Design
Team
Andrea V., Erika
In 2017 the site averaged 4.6 million visits a month and became central to the company. To boost ticket sales, cross-sell and upsell ancillaries, and cut costs, the airline formed an in-house team to turn business goals into digital goals and design better customer experiences. To increase trust and strengthen the brand online, we rebuilt the e‑commerce site and aligned the brand identity across digital channels.
Site navigation that follows the traveler’s natural journey
We design the main navigation around travelers’ key steps: searching for deals, booking, and managing trips. The home screen gives prominent space to the promotions carousel and search bar since first impressions matter.
After booking, customers can view and manage trips—change itineraries, add services, or check in online to save time.
To boost repeat business, we run a loyalty program (v.club) that gives frequent customers extra discounts and benefits.
Cutting friction to boost conversions
A main goal was to raise conversion rates, especially on mobile where bookings were about 20%. We built a mobile-first responsive site, designing for small screens first and then scaling up. The flight results page was critical — overall conversion was 10–15% — and the challenge was showing a price calendar, itinerary, and fare options clearly on a small mobile screen.
The pre-flight experience and the opportunity to increase ticket size
The time between booking a flight and the travel date is a key part of the trip. It varies by traveler, but most of our clients book vacations. We call this the pre-flight experience — a prime chance to offer deals on hotels, rentals, and extras that improve the trip. It’s not just upsells or cross-sells; it also covers useful services like mobile digital check-in for faster airport processing and online reservation management without calling the contact center.
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