About Aviatour
PT Fiwi Lestari Internasional, widely known as Aviatour, has been a cornerstone of the travel industry since 1999. It has evolved into a comprehensive travel solutions provider, specializing in flight ticketing, domestic and international tour packages, corporate travel management (MICE), and travel documentation services. With branches in major cities and a reputation as a trusted travel partner, Aviatour continues to innovate, delivering personalized, efficient, and premium travel experiences to customers across Indonesia.
Business challenges
As a traditional travel agency, Aviatour faced significant pressure from the rise of digital travel platforms. High operational costs associated with expanding physical branches forced the company to rethink its growth strategy. Key challenges included:
- Customer retention – Without a centralized communication system, Aviatour struggled to engage and maintain customer loyalty.
- Low repeat orders – A repeat purchase rate of only 10% signaled a lack of effective follow-up and engagement.
- Operational inefficiency – Expanding physical locations was no longer cost-effective compared to building a digital-first team.
“We were skeptical at first. But we now see Mekari Qontak contributing half of our total revenue through digital channels.”
– Raka, Head of Marketing & Business Development, Aviatour
Mekari Qontak as a solution
These hurdles accelerated Aviatour’s transition to digital communication. Partnering with Mekari Qontak, Aviatour successfully adapted its model to create a more efficient and seamless customer experience. Key benefits included:
- Efficient omnichannel chat – Faster, more personalized interactions via WhatsApp and AI-powered chatbots.
- Increased conversion rates – A dramatic improvement in the lead-to-deal ratio.
- Loyalty management – Automated broadcasts for birthdays, holidays, and promotional updates.
- Transparent agent monitoring – Real-time visibility into admin performance through tagging and reporting features.
- AI translation for global clients – Seamless service for international travelers via automated English translation for holiday packages, ticketing, and visa/KITAS inquiries.
“Re-engaging past customers used to be a challenge. Now, they’re returning because our outreach is more organized and personal.”
– Raka, Head of Marketing & Business Development, Aviatour
Results
Mekari Qontak boosts digital revenue by 50%
Since implementing Mekari Qontak, Aviatour has seen a significant surge in business performance. Digital sales now contribute approximately 50% of total revenue, reducing the need for costly physical branch expansion. Furthermore, the sales conversion ratio plummeted from 80:1 to an impressive 10:1, thanks to an integrated chat system that streamlines message distribution and interaction.
Mekari Qontak strengthens customer loyalty and trust
Using Mekari Qontak’s WhatsApp broadcast and personalized messaging features, Aviatour successfully rebuilt customer engagement. AI-powered auto-translation has empowered the team to serve international clients with unprecedented speed, while the reporting dashboard and admin tagging provide clear performance insights. Overall, Mekari Qontak has solidified customer trust in Aviatour’s online services and accelerated its digital-first transformation.
Mekari Qontak on Aviatour
By adopting Mekari Qontak, Aviatour has proven that traditional travel businesses can remain highly relevant and achieve rapid growth in a competitive digital landscape.
“Mekari Qontak is robust. It’s a flexible platform that grows with your business. In this day and age, there’s no room for tech-hesitation—Mekari Qontak is the key to efficiency.”
– Raka, Head of Marketing & Business Development, Aviatour
