Impact
- Global scalability
- Cost savings
- Enhanced customer satisfaction
- Higher conversion rates
- Operational efficiency
Products used
- Express Checkout
- Offers Engine
- Tokenization
- Unified Dashboard
- Juspay SAFE
IndiGo, India’s largest airline, has redefined affordable air travel while expanding its global footprint. With over 2,200 daily flights across 130+ destinations, including 40+ international locations, IndiGo serves more than 113 million passengers annually. As part of their growth strategy, IndiGo sought to enhance its digital payment ecosystem to improve the checkout experience and streamline payments across regions. Partnering with Juspay, IndiGo implemented Express Checkout, Tokenization, Offers Engine, Price Lock, and other innovative solutions to provide a seamless, secure, and scalable payment experience for customers globally.
Global Coverage & Enhanced Checkout Experience with Payment Orchestration
As IndiGo expanded globally, they faced several challenges while managing transactions across 20+ countries with diverse payment methods, currencies, and regulatory frameworks. High latency due to cross-border transactions and lack of preferred payment methods and auto-retry facility were leading to increased customer drop-offs, lower conversion rates and poor booking experience.
By implementing Juspay’s Express Checkout, IndiGo got access to:
- One-stop PG Control Center: Juspay opened up access to processors partnered with global acquirers, streamlining multi-currency settlement and helping IndiGo optimize cross-border transactions. Juspay also reconfigured 4 existing PGs and added 8 new PGs, enabling region-specific payment methods.
- APM Integrations: Juspay also facilitated the integration of Alternate Payment Methods (APMs) that allowed customers to pay with their preferred options, helping IndiGo unlock new markets in Southeast Asia, Middle East, and Europe.
- Auto-Retry & Fallback: In instances where a transaction fails, Juspay’s automatic retry system engages, redirecting the payment through alternative, pre-configured backup PGs. This mechanism proved effective in recovering potentially lost transactions, leading to a notable improvement in overall conversion rates.
Price Certainty for Customers with Price Lock
To give customers peace of mind amid fluctuating prices, Juspay’s Price Lock feature allowed IndiGo to offer price certainty:
- Lock-in Prices: Customers could lock in a price for a specified period, avoiding the risk of price hikes or dynamic pricing during the booking process.
- Flexible Payment Options: The Price Lock amount could be applied inclusive or exclusive of the total booking value, ensuring transparency in pricing and reducing friction at checkout.
- Higher Conversion Rates: This feature provided budget certainty for customers, leading to higher engagement and increased conversions for IndiGo, particularly during high-demand travel seasons.
Enhanced Customer Support for Refunds
The volatility of travel – weather delays, visa issues, changing plans – means refund handling and reversals need to be just as smooth as payments themselves. A clunky refund process creates friction and erodes trust. By partnering with Juspay, IndiGo was able to:
- Streamline Refund Processing: Juspay’s pre-authorization refund flow and unified refund management allowed customers to receive quick and hassle-free refunds, enhancing satisfaction and trust.
- Support for add-one fees: Additionally, Juspay’s engine added support for add-on fees such as convenience fee, reward redemption fee, BSP fee, etc. for seamless pricing adjustments. By addressing anomalies in the payment-to-PNR issuance ratio, Juspay helped achieve significant reduction in no-PNR cases, enhancing overall operational efficiency.
Cost Optimization and Fraud Reduction
As IndiGo ramped up their international expansion, they faced high fees due to currency conversions, frauds, and chargebacks.
- Reducing cross-border fees: Juspay’s partnerships with global acquirers facilitated the processing of multiple international currency transactions and settlements, thereby reducing cross-border fees and frauds by a significant percentage and also saving on fraud penalties.
- Sophisticated risk assessment framework: Juspay helped improve Fraud Prevention with third-party FRM systems supporting over 40 parameters. The decision engine evaluates transactions based on customer risk profiles, leveraging advanced fraud detection mechanisms. The fraud risk insights are then shared with IndiGo, allowing them to make informed decisions on transaction approvals. This proactive approach has helped IndiGo minimize chargeback losses while enhancing overall payment security.
By leveraging Juspay’s solutions, IndiGo lowered overall processing costs approximately by 10%, streamlining transactions and improving cost efficiency.
Enhanced Security with 3DS, Tokenization and Juspay SAFE
The travel industry has one of the highest fraud rates in the world. IndiGo required a solution that could manage fraud risk efficiently while still ensuring a frictionless payment experience for users. And for repeat customers, ensuring secure payment storage and a smooth payment process was essential.
- Risk Management: To balance security with user convenience, Juspay employed an adaptive 3D Secure (3DS) authentication process. Transactions are assessed for risk in real-time, and only those exceeding certain risk thresholds are subjected to additional authentication steps. This strategy minimizes friction for low-risk transactions while maintaining robust security protocols.
- Enhanced Authentication: Juspay SAFE and DOTP simplified two-factor authentication (2FA) for card payments, automatically reading and applying OTPs on customers' devices, reducing friction and improving authorization rates.
- Tokenized Payments: For repeat customers, tokenization replaced sensitive card details with secure tokens, reducing the risk of fraud and ensuring compliance with global payment standards.
- Frictionless Repeat Purchases: Returning customers could complete one-click payments without re-entering their card details, improving user experience and encouraging repeat bookings.
Boosting Conversions & Loyalty with Offers Engine
IndiGo wanted to offer personalized promotions and improve loyalty of their customers, but were constrained by existing legacy systems. Juspay’s Offers Engine empowered IndiGo to seamlessly apply relevant discounts:
- Integrated Offers: Juspay brought in its Advanced Offers Engine and also upgraded IndiGo’s existing integration with Navitaire, allowing IndiGo to display relevant discount coupons and bank-specific deals at checkout, based on user behavior, transaction value, etc.
- Advanced Validations: Max discount capping (e.g., 10% up to ₹1,000), payment method eligibility, and passenger/trip-type rules.
- Promo Code Switching: Auto-apply backup codes if thresholds breach (e.g., "FLY50" replaced with "FLY30" post-limit exhaustion).
- Masked S2S Promos: Displayed user-friendly codes (e.g., "SUMMER24") while applying system-specific codes internally.
- Single Dashboard Management: Juspay’s Offers Engine allowed IndiGo to manage, configure, and optimize offers in one place, simplifying the process of personalized offers across various payment methods.
- Loyalty Integration: Juspay enabled seamless integrations to enhance IndiGo’s payment ecosystem, including support for IndiGo’s BluChip loyalty program by integrating with Capillary and InspireNetz - the third-party SaaS providers for BluChip - allowing customers to redeem rewards effortlessly. Juspay also enabled installment options to boost affordability for their loyal customers.
Streamlining Payment Operations and Reconciliation with Unified Dashboard
IndiGo’s team needed real-time insights and the ability to track payment performance across multiple PGs, refunds, settlements, and so on. Juspay’s Unified Dashboard provided:
- Complete Payment Metrics: The dashboard gave IndiGo real-time insights into key payment metrics like transaction success rates, processing costs, and gateway performance, allowing for proactive issue resolution.
- Holistic View of Transactions: The dashboard provided a granular view of payment activities, from refunds and chargebacks to disputes and corrective actions, giving IndiGo full control over payment operations.
- Automated Reconciliation: Unified Reconciliation helped streamline payment tracking, reducing manual effort and improving payment accuracy.
- Integrations: Juspay integrated with IndiGo’s existing third-party analytics tools like Adobe Analytics to provide deeper insights into transaction performance.
Results: Higher Conversions, Reduced Drop-offs
- Global Scalability: 15 new currencies added to unlock new markets across Southeast Asia, Middle East and Europe.
- Cost Savings: 10% reduction in processing costs through reduction of cross-border fees and significant savings on fraud penalties.
- Customer Satisfaction: Integration with BluChip loyalty program, advanced offer management, and features like Price Lock drove higher customer engagement and repeat bookings.
- Higher Conversion: Intelligent payment orchestration, frictionless 2FA through auto-read OTP, and tokenization helped reduce friction during checkout, resulting in lower cart abandonment and higher conversion rates.
- Improved Operational Efficiency: Unified Dashboard gave IndiGo real-time analytics and full visibility into payment operations, helping optimize performance, streamline operations & reconciliation, and significantly reduce no-PNR cases.
Next Steps: Expanding Across More Markets
IndiGo’s partnership with Juspay transformed its payment infrastructure, ensuring a frictionless and efficient experience for global travelers. By implementing localized payment solutions, dynamic routing, and an advanced offer engine, Juspay helped IndiGo turn payment complexities into opportunities for growth. From reducing cross-border costs to enhancing checkout experiences, this partnership optimized operations while improving customer satisfaction.
As IndiGo continues to grow its global presence, we’re thrilled at Juspay to continue the partnership, providing a seamless, secure, and scalable payment experience for their ever-growing global customer base.
