Protect Group has published a case study on Laters.com, formerly Fly Fairly, a Singapore-based, payments-first online travel agency founded in 2023 and launched in August 2024. It offers flights across more than 650 airlines with over 100 payment methods, including around 40 buy now, pay later and instalment options.
The challenge
Flexible payment does not remove uncertainty about disruption. For customers paying for a trip over several months, protecting the booking matters more, not less. Laters.com wanted to close that confidence gap at the point of sale and add useful services across the journey, including delayed baggage compensation, connectivity, lounge access and carbon offsetting, without overwhelming customers or delaying launch.
The approach
Protect Group joined before the public launch. Rather than treating each service as a separate integration, the teams planned Refund Protect and the Protect Plus range as one connected customer journey:
- Refund Protect was built into checkout as an optional add-on;
- Delayed Baggage Compensation, eSIM, Lounge Access and Carbon Offsetting were placed across the wider journey to avoid ancillary fatigue;
- early journey mapping fixed placement, content, pricing, technical ownership and testing up front;
- Protect Group's product team worked alongside Laters.com through design and testing across markets.
The Pulse Platform provides the infrastructure, while the Pulse Reporting Dashboard shows attachment and performance by market, so the team can keep optimising. Refund Protect uses Protect Group's AI-powered Smart Pricing to refine the offer by customer and market.
Reported outcomes
The full suite has been live since day one and has stayed in place as Laters.com expanded internationally. Laters.com reports higher repeat-booking rates among customers who buy protection.
Founder and CEO Alex Yardley said Protect Group "has been with us since day one" and that its product team worked alongside his "rather than handing over documentation."
Takeaway
Planned together, multiple ancillaries can be launched without compromising launch speed or customer experience.
Originally published by Protect Group: Laters.com Launched With Protect Group's Refund Protect and Protect Plus
