In this guide
A past customer may appreciate help with another trip, but their interests, circumstances and contact preferences can change. A good re-engagement routine uses what you know carefully, checks permission and gives the customer an easy next step.
Start with a contact check
Create a working list from your CRM or booking records. Include name, relevant travel interest, contact channel, permission evidence, last contact, next action and outcome. Limit access to the people who need it and avoid duplicating unnecessary personal information across spreadsheets.
Before sending, confirm that the contact is eligible for marketing through that channel. Follow the consent or soft-opt-in checks in the email guide; WhatsApp also has its own opt-in requirements. Exclude opt-outs and uncertain records. A friendly individual message is still marketing when it promotes another holiday.
Give the customer a useful reason to return
Illustrative plan; use verified interests and appropriate channel permission.
They previously mentioned cruises
Check the recorded interest rather than inferring it from unrelated personal information.
A first-time cruise planning guide
Share advice relevant to that interest, with a page that delivers it.
Are your plans still similar?
Invite the customer to update their plans without assuming they want another holiday now.
Choose a useful reason to contact them
Prioritise people whose stated interests match something you can genuinely help with. You might have a new cruise guide, a relevant departure option or time to discuss their next family holiday. Use information they have shared appropriately; do not assume that last year's honeymoon, budget or travel party still applies.
Ask about the next planning window during a current conversation. Record a requested reminder when someone says they would like to revisit plans in a particular month. This gives you a better starting point than contacting everyone at an arbitrary anniversary.
Send one personal invitation
For someone you are permitted to market to:
Subject: Thinking about your next trip
“Hi [Name],
You previously mentioned an interest in [relevant holiday style]. If you are starting to think about another trip, our updated [guide or collection] may help: [relevant website link].
Are you considering similar plans this time, or something different? If you would like a few ideas, reply with your preferred month and departure airport.
Best wishes, [Name], [Business name] To stop these marketing emails, use [unsubscribe link].”
Replace the first sentence if it is not accurate. Do not invent familiarity, scarcity or a personal memory. For WhatsApp, shorten the message and include a clear STOP instruction.
Make follow-up manageable
Start with a small batch you can personally handle. Ignite clients can use the Luna Marketing included free in their package to prepare a relevant email campaign and select an appropriate audience segment through their connected Brevo account. Check the final recipient list before sending.
Keep personal follow-up ownership in your existing CRM or task list. Record the date, customer response, qualified enquiry, quote, booking and any preference change. Agree a follow-up date when someone shows interest.
For non-responders, avoid an endless sequence. If a single relevant follow-up is appropriate and permission remains valid, send it and then pause.
Keep service and promotion distinct
Deal with an outstanding complaint or booking issue before adding a sales conversation. Do not use birth dates collected for travel documents as an automatic marketing trigger. Check that any additional use is appropriate and covered by your privacy arrangements.
Keep follow-up manageable
Start with one permitted, relevant invitation.
Agree the next action
Confirm the brief, assign an owner and record the agreed timing.
Consider one appropriate follow-up
Use context and permission to decide whether it is useful, then pause rather than continuing indefinitely.
Update the records promptly
Respect the scope of the preference change and stop the affected marketing.
Measure the result honestly
Review the number contacted, replies, qualified enquiries, quotes and completed bookings. A reply is not a sale. Compare your staff time and any campaign costs with the commission or margin earned, rather than treating the full holiday price as your income. Use the findings to choose the next audience and topic.
Your completion check
You have a permission-checked list, one relevant page to share, a named follow-up owner, a suppression process and a record of outcomes. Review each reminder before sending so changed preferences are respected.
Sources and further help
Use the official guidance below when checking settings, eligibility and responsibilities. Platform features and rules can change.
