Empowering Travelers: An App to Navigate and Overcome Travel Disruptions

Project Details

We helped the Canadian Automobile Association create a tool that empowers air passengers to understand their rights in moments of stress and uncertainty—like when a flight gets canceled, delayed, or rerouted. Clear. Accessible. Right when they need it!

Problem Statement

Air passenger rights in Canada are regulated and complex. When a flight gets disrupted, the last thing anyone wants is to wade through legalese on the Canadian Transport Agency’s website. CAA wanted to provide something different: a plain-language, scenario-based tool that breaks everything down into human terms.

But with multiple provincial clubs—each wanting a branded experience—and regulatory changes happening mid-build, this was more than just a standard website project. It had to be flexible, scalable, and, above all, easy to use in stressful moments.

What We Did

We began with discovery: mapping out use cases, defining user personas (from solo travelers to travel agents), and understanding the logic behind flight disruptions. From there, we designed and built a multi-step tool that asked users targeted questions and delivered clear answers.

To support CAA’s internal teams, we later integrated Statamic CMS, allowing them to manage content dynamically without compromising speed or security. We also built a deployment process that auto-updated content to JSON files—keeping performance top-tier.

With input from multiple clubs, stakeholders, and content SMEs, this was a deeply collaborative build. We created one tool with many faces—each club had its own logo and URL, but the experience remained cohesive and accessible.

Outcomes

The Air Passenger Help Guide is now live and serving thousands of users each month. It’s fast, mobile-friendly, and intuitive. We helped break down dense legal content into something useful—reusable across multiple user journeys.

Internally, the CMS rollout gave the client content flexibility and reduced duplication—something they’d struggled with in the past. We also set up analytics across all club URLs, providing insight into who’s using the tool and how.

Beyond that, we gave users peace of mind. Whether they’re stranded at an airport or helping someone plan a trip, they now have a tool that speaks their language.