Case study · Air passenger compensation
From 2.2 to 4.0 stars on Google in three months
An air passenger compensation service was losing customers because of its Google rating. Happy customers never left reviews; unhappy ones always did. In three months, the trend reversed.
- Client
- Online service, B2C
- Duration
- 3 months
- Services
- Review collection, replies, monitoring
2.2 → 4.0
Google rating in 3 months
+124
new reviews
4.7
average of new reviews
77%
of new reviews are 5-star
Google rating, month by month
2.2
July
3.5
August
3.7
September
3.9
October
4.0
End of October
The context
The client helps passengers get compensated after a delayed or cancelled flight. A business with long timelines, where waiting customers are naturally impatient.
Its Google listing showed 2.2 stars on 51 reviews, 65% of them one-star. Compensated passengers left satisfied but never left a review.
What we did
- An automatic review request sent at the best moment: right after the compensation is paid.
- A direct link to the Google review form, no extra step, on mobile and desktop.
- A reply to every review, positive or negative, with follow-up on unhappy customers.
- A monthly report: new reviews, rating, star breakdown.
The results
- 124 new reviews in three months, averaging 4.7.
- 77% of new reviews are five-star.
- A Google rating up from 2.2 to 4.0 on 175 reviews.
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