Personalised video for travel & hospitality, from booking to stay.

Seen.io is an AI-powered personalised video platform built for hotel groups, airlines, and travel loyalty programmes. It connects to the CRM, PMS, or loyalty platform you already use (Salesforce, Oracle, Mews, and more) and turns real traveller data into unique videos, automatically.

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The problem

You're working harder to own the traveller relationship.
But the moments that should build it still feel transactional.

The window between booking and travel is silent
You've earned the relationship, but most brands go quiet until a generic reminder a few days out. In that silence, competitors talk and second thoughts grow. Cancellations rise, ancillaries go unsold.
Members earn status, but the recognition doesn't feel personal
Travel loyalty programmes are built to track tiers, miles, nights, and points. They're rarely built to recognise. When every benefit notice looks generic, your most valuable travellers churn quietly.
The data to win travellers back is sitting unused
Reactivating a traveller costs a fraction of acquiring a new one, but generic win-back emails don't earn a second booking. The data to make re-engagement personal is already in your CRM. It just isn't reaching the customer.
Seen.io closes those gaps, turning the data you already hold into personalised video at every moment that shapes a traveller's next decision.
HOW IT WORKS

One layer on top of what you already have.

Seen is not a new CRM. It does not replace Salesforce, Braze, or Klaviyo.
It plugs into them, and makes every moment personal.
01
Your CRM fires a trigger
A lifecycle moment is detected, new member joining, a birthday arriving, a lapsed booking.
02
Seen generates a video
A unique video is built for that customer using their own data, name, tier, preferences, offer.
03
Link returned to your CRM
SEEN passes the personalised video link straight back, ready for your existing send.
04
Customer receives their video
Delivered via email, SMS, embedded in-app, or through other channels.
The minimum data you need is a first name
People notice their name, and that's the hook. Additional fields add relevance, but you can start with what you already have and build from there. If a personalisation tactic works in lifecycle email, it works in video.
Want to go deeper? Read our full guide to personalised video.
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Travel & hospitality use cases

Pre-arrival. Loyalty milestones. Guest reactivation. Moments that matter.

The highest-performing campaigns are tied to moments where your traveller is already paying attention. Here's where personalised video moves the needle in travel and hospitality.
Pre-arrival and booking onboarding
Welcome each new booking with a personalised video that sets expectations and gives travellers something to look forward to. Show them their room, their seat, or their itinerary. Cancellations drop, no-shows drop, and the relationship starts before they travel.
70%
reduction in cancellations. citizenM, pre-arrival personalised video
Loyalty and tier-milestone moments
Celebrate members at the moments that matter: tier achieved, anniversary of first flight, qualifying night reached. A personalised video that acknowledges what they've earned makes the programme feel personal, not automated, and keeps them in it.
2.6×
average views per recipient across travel loyalty campaigns on Seen.io
Post-trip and guest reactivation
Re-engage lapsed guests and dormant members with a personalised video that reflects where they've been, what they've enjoyed, and why the next trip is one tap away. Ving used Seen.io across four Nordic markets to reactivate customers after the pandemic.
70%
of those reached by the messaging played their personalised Ving-video.
"A project like ours might seem very complicated to execute, but it was surprisingly easy thanks to Seen.io's technology and professionalism."
Claes Pellvik
Head of Communications, Ving
CUSTOMER RESULTS

How travel & hospitality brands use Seen

Engaging guests before arrival
citizenM

Engaging guests before arrival

Discover how citizenM used personalised pre-arrival videos to set guest expectations, boost engagement, and achieve a 0% cancellation rate among viewers. A proven strategy for reducing hotel cancellations and driving loyalty.
Hospitality
Travel
Reactivating Travellers & Boosting Engagement
Ving

Reactivating Travellers & Boosting Engagement

Explore how Ving's data-driven personalised video campaign reactivated travellers, boosted engagement, and showcased the power of personalised video marketing in the travel industry.
Travel
Welcoming passengers aboard with personalised video
VACAYA

Welcoming passengers aboard with personalised video

In their data-driven and personalised video campaign, VACAYA used their in-house staff to create genuine, warm greetings sent to new passengers just seconds after booking.
Travel
"It was a real pleasure to work on this project with the fantastic team at Seen.io. Looking forward to do new ones in near future with you all."
Wolfgang Neikes
Manager Digital Touchpoints Marketing, Miles & More
View all cases
View all cases
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Measuring success

Clear performance data, from first play to last click.

A personalised video campaign should do three things: capture attention, hold it, and turn it into action. Seen's dashboard is built around exactly that, giving you a clear read on each stage.
Capture attention
Before anyone clicks play, your personalised thumbnail does the heavy lifting, it's what turns an email open into a video play. Video Play Rate shows how many recipients made that click, and is the first signal that both your thumbnail and your hook are working.
Hold it
View-Through Rate shows how many viewers stayed for at least 80% of their video. In personalised video, a strong VTR tells you the content felt relevant, not just clickable. It's the metric that separates genuine engagement from a passive open.
Turn it into action
The conversion funnel maps the full journey from visit to play to CTA click or completion. Toggle between engagement and action as your conversion goal, and track CTA clicks and shares as separate signals alongside it.
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Frequently asked

What travel and loyalty teams ask us most.

How does Seen.io fit with our existing systems?

Seen.io is API-first and system-agnostic. Any platform that can fire a trigger and receive a callback can power a personalised video journey. Most travel customers connect us via their CRM (Salesforce, HubSpot) or marketing automation tool (Braze, Klaviyo). PMS systems can be connected via API, including Oracle OPERA and Mews. For technical detail, see docs.seen.io.

Does Seen.io work for airlines and rail, not just hotels?

Yes. Seen.io is used across hotel groups (citizenM, Radisson, Strawberry), airlines (Miles & More), and rail (Ouigo). The lifecycle moments are universal across travel: booking confirmed, tier earned, lapsed traveller, milestone reached. Data sources vary by sub-vertical, but the integration pattern and resulting business value doesn't.

How long does it take to launch our first campaign?

Most customers launch their first campaign within 4 to 8 weeks of kick-off, depending on personalisation complexity, integration setup, and creative production. As a reference point, retail giant Carrefour launched six customer journeys reaching 3.5 million members in under 60 days, all built in-house using Seen Studio with no external agency.

How is customer data handled?

Your CRM remains the data controller. Seen.io is a processor and uses only the data you send, for the purpose you define. We recommend sending the minimum data needed for personalisation. Seen.io is independently certified to ISO 27001 and ISO 27701, the two standards that matter most for GDPR. Full documentation is at trust.seen.io.

Can our team build campaigns ourselves, or do we need an agency?

Both paths work. Carrefour built six customer journeys for 3.5M members entirely in-house using Seen Studio, with no external creative agency. For teams without dedicated creative resource, our solutions partners can lead production. The platform is designed for both paths, and your team's existing capacity dictates the model.

Which travel & hospitality use cases see the strongest results?

Three patterns consistently outperform: pre-arrival, loyalty and tier milestone moments, and post-trip reactivation. The common thread is timing: campaigns tied to moments where the traveller is already paying attention. Personalisation lifts these moments because they're already emotionally meaningful; the data makes them feel earned rather than automated.

Privacy & Data

Built to fit inside your data governance, not around it.

Your CRM owns the data. Seen does one thing with it: creates personalised video. Purpose-limited, never repurposed, and fully documented at trust.seen.io.

trust.seen.io
trust.seen.io
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You remain the Controller: Seen processes only what you send, for the purpose you define, nothing else.
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Data minimisation: A first name is enough to start. No special categories, no unnecessary data, you control exactly what's shared.
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Certification: Seen is independently certified to ISO 27001 and ISO 27701, the two standards that matter most for GDPR.
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