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Ask customers for feedback right after their trip ends. Whether you sell flights, train tickets, hotel stays, tours, or any other travel service, a well-timed survey gives you fresh reviews while the experience is still top of mind. This flow is different from a standard post-purchase survey. With most products, you can send the review request a few days after the order ships. Travel is different: a customer can book a trip days, weeks, or even months in advance, so the order creation date tells you nothing about when the trip actually happens. The campaign has to wait until the travel date itself before it fires. To make that work, the flow uses the date passed in the order (the trip end date) instead of the order date.

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Before you start

1

Pass the trip date into the order

Make sure your integration sends the trip end date (or return date) into a custom field on the order, the order line, or the product. Which one you use depends on your setup:
  • Order-level field. Simplest option. Works when one order equals one trip, and you only need a single date for the whole order. Lets you react to any status change on the order.
  • Line-level field. Use this when a single order can contain multiple trips with different dates (for example, several flights or several hotel stays). You can run a separate sequence for each line item.
  • Product-level field. Use this when the date lives on the product itself.
Pick the option that matches how your business and your data are structured.
2

Build the survey campaign

Create an automated campaign in the channel you want to use — email, SMS, Viber, mobile push, or web push. Insert the survey link or feedback form.If you want to show order details (destination, dates, booking reference) inside the message, use the Order parameter when building the template, or use the new template builder, which can pull order data without an extra parameter.

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How the flow works

1

Trigger — Order status changed

Start the flow with the Order status changed event.Keep the default frequency limit of one run per order so the same customer isn’t surveyed twice for the same trip.This event also fires when an order is created directly in the target status, so newly created completed orders are covered.
2

Dynamic wait until the trip ends

Add a wait step that pauses the flow until the date passed in the order. This is the key difference from a standard post-purchase flow — you’re not waiting a fixed number of days after the order; you’re waiting until the actual trip end date stored on the order, line, or product.Choose the field you populated in the prep step as the wait reference.
3

Check that the order is still valid

After the wait, confirm the order hasn’t been cancelled or refunded in the meantime. If it has, the flow ends and no message is sent.
4

Check the customer and their contact

Verify two things before sending:
  • The customer is still subscribed to the channel you’re about to use.
  • They have a valid contact for that channel (a valid email address, phone number, push token, etc.).
If either check fails, exit the flow.
5

Send the survey

Send the campaign you prepared. Pick whichever channel fits your audience best — email, SMS, Viber, mobile push, or web push.
6

Launch the flow

Save and activate the flow. From this point on, every order that hits the trigger status will wait until the trip ends, run the validity checks, and send the survey automatically.

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Tips

  • If you offer multi-leg trips or bundles, prefer line-level dates so each leg can be surveyed on its own schedule.
  • Keep the survey itself short. Customers are most willing to respond in the first day or two after they return.
  • Consider adding an incentive (a discount code, loyalty points worth a few dollars off the next booking) to lift response rates.
  • A/B test the send time — same day the trip ends versus one or two days later — to find what works for your audience.