Boosted loyalty engagement for Avanti West Coast
6 min
What our client needed
Avanti West Coast wanted to increase engagement with its loyalty programme by making it easier for members to access and redeem exclusive rewards. While email was already an established communication channel, promotional offers could easily become buried in busy inboxes or forgotten after they were received.
The objective was to extend the value of email by giving customers a simple way to save and access their rewards whenever they needed them, encouraging greater engagement with the loyalty programme.
What we gave them
Paragon integrated Digital Wallet into Avanti West Coast's loyalty programme, with personalised wallet passes delivered directly via email.
Members could add their pass to Apple Wallet or Google Wallet with a single click, giving them quick access to their available rewards, including:
- 10% off in the onboard shop
- A free hot drink
Once saved, the wallet pass became a dynamic engagement channel, enabling Avanti West Coast to update content in real time and send timely notifications to customers, ensuring rewards remained visible and easy to access long after the original email had been opened.
What was the impact
By removing friction from the redemption journey, Digital Wallet made it significantly easier for Club Avanti members to access and use their loyalty rewards.
Following the launch of Digital Wallet in September 2025, reward redemption increased substantially across both offers. Rather than changing the rewards themselves, Avanti West Coast improved how customers accessed them, resulting in more members engaging with benefits they had previously overlooked.
The solution also provided Avanti West Coast with an additional digital engagement channel, allowing rewards to remain visible long after the original email had been opened and strengthening ongoing engagement with the loyalty programme.
Key results (as of July 2026):
- Free hot drink reward redemptions more than tripled following the Digital Wallet launch.
- Food & Beverage discount redemptions more than doubled and remained consistently above pre-launch levels.
- 81,076 wallet passes issued
- 52,597 active wallet passes
- 27,150 rewards redeemed