For Airlines Travel Brands & platforms

What parts of the journey do you evaluate?

Digital booking, pre-travel communications, airport and lounge, in-flight, in-cruise, transfers, tours, accommodation and in-destination moments.

Do you cover partner handovers?

Yes. We assess how handovers between airlines, hotels, operators and local partners affect trust, friction and continuity..

How is this different from mystery shopping?

We observe real journeys without scripts, capture behavioural cues and context, benchmark results and connect findings to brand impact and commercial outcomes.

Can you evaluate specific routes, cabins or properties?

Yes. We scope by route, cabin, market, property type or partner network, then benchmark performance over time.

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Do you assess digital UX as well as physical touchpoints?

Yes. We evaluate booking flows, account and app journeys, pre-trip messaging and how digital and physical moments join up.

What outputs do we receive?

An executive summary, a structured benchmarked report, route or property scorecards, priority fixes, and design opportunities for future experience.

Do you offer pilots?

We recommend pilots as a
starting point, often focusing on priority routes, properties, or partner chains.

Do you work with our internal teams?

Yes. We collaborate with internal teams to turn insight into fixes, training focus and service design improvements.

For Evaluators

Do I need to arrange travel?

If you’re already travelling, you’ll receive a fee. If travel is for an evaluation, flights are arranged via partner airlines.

What are the requirements?

CIPD Level 5 (or higher) and experience in HR, L&D, performance, or service delivery.

How often can I evaluate?

As often as you're available and routes are active, there’s no set limit.

Is this a paid role?

You’ll receive either a fee (for pre-booked travel) or airline-provided flights (for assigned trips).