Virgin Atlantic

Seeking competitive differentiation through augmenting the passenger experiences

Brief

We were challenged to define a new status quo in travel using augmented reality to give Virgin Atlantic customers a unique and memorable journey from check-in to arrival. Building an exciting and original experience that merged the physical and digital to bring the Virgin Atlantic brand to life in a sensational way, helping them cut through the noise and stand out from the competition. 

Solution

This was about taking the traditional travel experience that customers are used to and elevating it to an entirely new level through a series of digital engagements. Customers could interact with holographic Virgin Atlantic crew in the airport and throughout the flight they could use their phones to experience and discover hidden features in the cabin including the iconic rubber duck bathing in the restroom basins.

The aim was to re-emphasise why customers choose to fly with Virgin Atlantic, adding intrigue and delight into their experience.

Results

As a first experience, we created a full augmented service, transforming the customer experience, showing how Virgin Atlantic could be bolder and more innovative in pursuit of delivering exceptional customer service. Together, we carved out a fresh approach to travel, turning the airport and in-flight cabin into a source of entertainment by blending physical and digital realities and turning the customer experience into a major point of differentiation.