Booking recovery for travel brands

Hold the fare while the traveler is still on the payment step

A traveler picked a fare from Boston to Lisbon, filled in two passengers and has been on the payment step for four minutes. They may be in another tab pricing the same route, or looking for a card. The fare expiry runs on its own clock, and the message about it usually reaches the traveler after the fare has gone, when they come back to the tab. A line above the payment form saying the fare is held for a few more minutes, for as long as your fare rules allow, answers the question before they leave the tab to settle it.

What Signals knows

current_step: The step of the booking flow they are on now
seconds_on_step: Seconds since they reached it
selected_route_session: The route of the fare they picked this visit

What your booking flow and CRM do

Holds the fare and says so above the payment form once a traveler has been on the payment step for several minutes without finishing, for the time your fare rules allow, and does nothing for the traveler who has just arrived on the step.

booking.tsx · 12 lines

from snowplow_signals import (
    Attribute, Event, EventProperty, StreamAttributeGroup, domain_sessionid,
)

booking_step = Event(name="booking_step", vendor="com.example", version="1-0-0")
fare_selected = Event(name="fare_selected", vendor="com.example", version="1-0-0")

current_step = Attribute(
    name="current_step",
    type="string",
    events=[booking_step],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="booking_step", major_version=1, path="step"),
)

seconds_on_step = Attribute(
    name="seconds_on_step",
    type="double",
    events=[booking_step],
    aggregation="time_since_last",
    time_unit="s",
)

selected_route_session = Attribute(
    name="selected_route_session",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="route"),
)

# Keyed on the visit, so the clock starts again when the traveler comes back another day.
trip_booking_idle = StreamAttributeGroup(
    name="trip_booking_idle",
    version=1,
    attribute_key=domain_sessionid,
    owner="you@example.com",
    attributes=[current_step, seconds_on_step, selected_route_session],
)

// In the code that renders the payment step
const traveler = await signals.getServiceAttributes({
  name: "trip_booking_idle",
  attribute_key: "domain_sessionid",
  identifier: sessionId,
});
// { current_step: "payment", seconds_on_step: 243.0, selected_route_session: "BOS-LIS" }

if (traveler.current_step === "payment" && traveler.seconds_on_step >= 240) {
  const hold = booking.holdFare({ route: traveler.selected_route_session, minutes: fareRules.holdMinutes });
  booking.notice(`This fare is held for you for another ${hold.minutes} minutes.`);
}

Keep the fare they picked in view when they go back to compare

A traveler picked a fare, reached the passengers step, went back to the results, picked the same fare and went back again. They are checking whether a later departure is cheaper, or whether the price they saw is still the price. The results page renders as if this were the first look, and the fare they had is somewhere in the list, sometimes at a new price. The second return is the moment to pin their fare at the top, with its price beside the alternatives, so comparing does not mean starting over.

What Signals knows

step_regressions_session: Times they went back a step this visit
selected_fare_session: The fare they picked last this visit
selected_route_session: The route of the fare they picked this visit

What your booking flow and CRM do

Pins the fare the traveler picked at the top of the results, with its price beside the alternatives, once they have gone back from passengers to results twice this visit, and keeps the usual ranking for a traveler on their first pass.

booking.tsx · 15 lines

from snowplow_signals import (
    Attribute, Criteria, Criterion, Event, EventProperty, StreamAttributeGroup, domain_sessionid,
)

booking_step = Event(name="booking_step", vendor="com.example", version="1-0-0")
fare_selected = Event(name="fare_selected", vendor="com.example", version="1-0-0")

step_regressions_session = Attribute(
    name="step_regressions_session",
    type="int32",
    events=[booking_step],
    aggregation="counter",
    criteria=Criteria(all=[
        Criterion.eq(EventProperty(vendor="com.example", name="booking_step", major_version=1, path="direction"), "back"),
    ]),
    default_value=0,
)

selected_fare_session = Attribute(
    name="selected_fare_session",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="fare_id"),
)

selected_route_session = Attribute(
    name="selected_route_session",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="route"),
)

trip_booking_compare = StreamAttributeGroup(
    name="trip_booking_compare",
    version=1,
    attribute_key=domain_sessionid,
    owner="you@example.com",
    attributes=[step_regressions_session, selected_fare_session, selected_route_session],
)

// In the code that renders the results page
const traveler = await signals.getServiceAttributes({
  name: "trip_booking_compare",
  attribute_key: "domain_sessionid",
  identifier: sessionId,
});
// { step_regressions_session: 2, selected_fare_session: "fare-81c2", selected_route_session: "BOS-LIS" }

if (traveler.step_regressions_session >= 2 && traveler.selected_fare_session) {
  results.pin({
    fare: traveler.selected_fare_session,
    label: "The fare you picked",
    showPriceBeside: true,
  });
}

Restore the itinerary when the traveler comes back

A traveler left at the payment step an hour ago, and now they are on the homepage on the same browser. They were comparing, or something interrupted them. The homepage shows them the search box and this week's deals, the same as a first visit, and the trip they built is in a cart they have to find. The reminder email, if one goes out, lands after this visit has ended. The homepage is where the trip belongs, with the route and dates filled in and the fare repriced, so the booking picks up at the step they left.

What Signals knows

hours_since_abandon: Hours since they left a booking unfinished
abandoned_step: The step they left at
last_route_7d: The route of the last fare they picked in the last seven days
last_depart_7d: The departure date of that fare

What your booking flow and CRM do

Puts the trip back at the top of the homepage, with the route and dates filled in and the fare repriced, when a traveler who left at payment in the last two days comes back on the same browser, and shows the usual homepage to everyone else.

home.tsx · 15 lines

from datetime import timedelta
from snowplow_signals import (
    Attribute, Event, EventProperty, StreamAttributeGroup, domain_userid,
)

booking_abandoned = Event(name="booking_abandoned", vendor="com.example", version="1-0-0")
fare_selected = Event(name="fare_selected", vendor="com.example", version="1-0-0")

hours_since_abandon = Attribute(
    name="hours_since_abandon",
    type="double",
    events=[booking_abandoned],
    aggregation="time_since_last",
    time_unit="h",
)

abandoned_step = Attribute(
    name="abandoned_step",
    type="string",
    events=[booking_abandoned],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="booking_abandoned", major_version=1, path="step"),
)

last_route_7d = Attribute(
    name="last_route_7d",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="route"),
    period=timedelta(days=7),
)

last_depart_7d = Attribute(
    name="last_depart_7d",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="depart_date"),
    period=timedelta(days=7),
)

# Keyed on the browser, so the trip follows the traveler into the next visit without a login.
trip_booking_returning = StreamAttributeGroup(
    name="trip_booking_returning",
    version=1,
    attribute_key=domain_userid,
    owner="you@example.com",
    attributes=[hours_since_abandon, abandoned_step, last_route_7d, last_depart_7d],
)

// In the code that renders the homepage
const traveler = await signals.getServiceAttributes({
  name: "trip_booking_returning",
  attribute_key: "domain_userid",
  identifier: domainUserId,
});
// { hours_since_abandon: 1.2, abandoned_step: "payment", last_route_7d: "BOS-LIS", last_depart_7d: "2026-11-12" }

if (traveler.hours_since_abandon <= 48 && traveler.abandoned_step === "payment") {
  homepage.restoreTrip({
    route: traveler.last_route_7d,
    depart: traveler.last_depart_7d,
    resumeAt: "payment",
  });
}

Send the reminder with the trip in it, while the trip is still open

A traveler got as far as the passengers step yesterday, typed an email and left at payment. They have not been back. The reminder usually goes out when the abandonment job next runs, and it arrives once the traveler has booked elsewhere or stopped thinking about the trip. A note the next day that names the route and the dates, sent to the traveler who has not come back on their own, is the one they open. The email stays in your CRM under your consent rules, and Signals supplies how long ago they left and what the trip was, keyed on the browser.

What Signals knows

hours_since_abandon: Hours since they left a booking unfinished
hours_since_visit: Hours since their last page view
last_route_7d: The route of the last fare they picked in the last seven days
last_depart_7d: The departure date of that fare

What your booking flow and CRM do

Sends a reminder with the route and dates a day after a traveler left a booking, only when they have not been back since and only to a traveler whose email your CRM holds with consent, and holds off for the one who came back on their own.

crm-sync.ts · 19 lines

from datetime import timedelta
from snowplow_signals import (
    Attribute, Event, EventProperty, StreamAttributeGroup, domain_userid,
)

page_view = Event(name="page_view", vendor="com.snowplowanalytics.snowplow", version="1-0-0")
booking_abandoned = Event(name="booking_abandoned", vendor="com.example", version="1-0-0")
fare_selected = Event(name="fare_selected", vendor="com.example", version="1-0-0")

hours_since_abandon = Attribute(
    name="hours_since_abandon",
    type="double",
    events=[booking_abandoned],
    aggregation="time_since_last",
    time_unit="h",
)

hours_since_visit = Attribute(
    name="hours_since_visit",
    type="double",
    events=[page_view],
    aggregation="time_since_last",
    time_unit="h",
)

last_route_7d = Attribute(
    name="last_route_7d",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="route"),
    period=timedelta(days=7),
)

last_depart_7d = Attribute(
    name="last_depart_7d",
    type="string",
    events=[fare_selected],
    aggregation="last",
    property=EventProperty(vendor="com.example", name="fare_selected", major_version=1, path="depart_date"),
    period=timedelta(days=7),
)

# The email never reaches Signals. Your CRM links it to the browser id when the traveler types it in the flow.
trip_booking_reminder = StreamAttributeGroup(
    name="trip_booking_reminder",
    version=1,
    attribute_key=domain_userid,
    owner="you@example.com",
    attributes=[hours_since_abandon, hours_since_visit, last_route_7d, last_depart_7d],
)

// In the job that syncs traveler state to your CRM
const traveler = await signals.getServiceAttributes({
  name: "trip_booking_reminder",
  attribute_key: "domain_userid",
  identifier: domainUserId,
});
// { hours_since_abandon: 26.4, hours_since_visit: 26.3, last_route_7d: "BOS-LIS", last_depart_7d: "2026-11-12" }

// The email they typed in the flow, kept by your CRM under your consent rules.
const contact = crm.contactFor(domainUserId);

if (contact?.email && traveler.hours_since_abandon >= 24 && traveler.hours_since_visit >= 24) {
  crm.send({
    to: contact,
    campaign: "finish_your_booking",
    route: traveler.last_route_7d,
    depart: traveler.last_depart_7d,
  });
}

Bring the traveler back before they book elsewhere.

Complete more bookings by reaching the traveler before they book elsewhere.

Hold the fare while the traveler is still on the payment step

Keep the fare they picked in view when they go back to compare

Restore the itinerary when the traveler comes back

Send the reminder with the trip in it, while the trip is still open

Try it on your own site.