British Airways inspires loyalty with 1:1 videos

Team talk

British Airways wanted to reengage existing customers using personalised travel guide videos.

The airline required a solution to easily and efficiently create tailored, data-driven videos to distribute to customers via CRM.

British Airways brief:

  • Drive more bookings among existing customers
  • Promote key destinations ahead of travel season
  • Tailor messaging to individual segments, attuned to preferences


Using our platform, British Airways repurposed its existing creative assets to create dynamic videos, using data to generate personalised travel guide videos at scale.

We helped deliver these across Facebook and via email to existing customers.

Each video featured a personalised greeting, the number of travel reward points (including possible savings made from using these), recommended locations and demographic data.

Final result

With a strong conversion rate, personalised videos drove customer loyalty and flight bookings for British Airways.

  • 100% increase in email CTR

  • 71% of customers watched the entire video

  • 12% CTR from video to the purchase page

The ball's in your court

Speak to the team