- Case Study
Trip.com turns the phone wallet into the booking form
Customer story · Travel & aviation
Trip.com uses Hopae’s digital identity infrastructure to let travellers book flights with one-click, wallet-based identity. It is one of the first implementations of digital ID in online travel.
At a glance
1 click — to share a verified identity from a mobile wallet and autofill booking details
75+ eIDs — national digital IDs and wallets reachable through a single Hopae integration
80%+ of travellers are willing to share credentials if touchpoints improve (IATA)
THE CHALLENGE
Booking still starts with a keyboard
Booking a flight online has long meant typing names, dates of birth and passport details by hand. Every keystroke is a chance for a mismatch between ticket and travel document. That drives failed check-ins, costly name corrections, support contacts and abandoned checkouts.
The industry wants the seamless, document-light journey that IATA’s One ID programme envisions. But that journey has to start where the trip starts: at booking.
THE SOLUTION
Verified identity, straight from the wallet
With Trip.com’s Customer ID, travellers reuse verified identity data already stored in their mobile wallet instead of retyping it. Hopae provides the digital identity infrastructure that requests, verifies and maps wallet credentials into the Trip.com booking flow. The initiative is supported by IATA under its Data and Technology Strategic Partnership.
HOW IT WORKS
Four steps, one click for the traveller
Start a booking. The traveller starts a flight booking on Trip.com.
Choose the wallet. They choose to share their identity from their mobile wallet.
Verify with Hopae. The credential is presented and verified through Hopae.
Autofill. The booking form fills itself: accurate, fast and always optional.
WHAT IT DELIVERS
Less friction, fewer errors, more control
Fewer booking errors
Data comes from a trusted credential, not from memory and manual typing.
Less friction
A single tap replaces multi-field form entry, especially valuable on mobile.
Traveller control
Wallet-based credentials give travellers more control over what data they share.
Built for the full journey
The same credentials can extend to check-in, visas and biometric boarding.
“In an AI-driven, interconnected travel landscape, no single player can create value alone.”
CT Ooi, Global Head of Flight Business, Trip.com Group
“Digital identity is a key enabler of a more seamless travel experience.”
Nick Careen, SVP Operations, Safety & Security, IATA
BUILT FOR GLOBAL SCALE
One integration, 75+ eIDs
75+ eIDs
National digital ID schemes and wallets, through one integration.
Interoperable by design
New markets and credential types are added without rebuilding the booking flow.
Aligned with IATA One ID
Verified identity at booking sets up a connected, document-light journey.
WHY HOPAE
Why Trip.com chose Hopae
Interoperability and trust are the industry’s biggest hurdles. Hopae gives travel platforms a single integration to accept and verify digital identity credentials across 75+ eIDs and wallets. That means serving travellers in every market without building and maintaining each connection yourself.
Take the full story with you
The one-page case study covers the challenge, how Customer ID works and why it matters for every travel platform. Share it with your product, CX and identity teams.
Make identity the fastest part of the trip
Accept and verify 75+ eIDs and wallet credentials with one integration.
