Discover and use airline ticket credits with CTM’s in-app guide

CTM’s Lightning in-app guides turn education into real value.

When Corporate Travel Management (CTM) introduced an in-app guide within their Lighting Online Booking Tool, it helped customers discover and use unused airline ticket credits; the results spoke for themselves.

The guide presented as a GIF image informs users that unused airline ticket credits will automatically display during the booking process, if your policy allows for it, helping to reduce waste and improve cost recovery for customers.

Immediate impact: After viewing the guide, nearly 1 in 10 users clicked through to explore the unused airline ticket credit feature.

Sustained adoption: Usage didn’t stop there. Over time, more than a third of customer accounts began regularly engaging with unused airline ticket credits.

Ongoing growth: Since launch, engagement with using unused ticket credits has grown by 23%, showing that customers aren’t just testing it, they’re continuing to use it because it adds real value to their business by reducing lost savings.

What started as a simple piece of education has turned into meaningful adoption. Customers are engaging with a feature that helps them get more from their travel program, reducing waste and unlocking greater efficiency.

 

*CTM Pendo data August 2025*