The Youth Hostel Association (YHA) is a charity with a focus on improving physical and mental health, wellbeing and life skills through travel and adventure. We’re extremely proud to be one of YHA’s strategic digital partners. Since the start of our partnership in 2016, our work together has seen brilliant results, helping to substantially increase the membership and hostel booking conversions that support their charitable work. 

During this strange and unsettled time, we have reached out to our clients to see how we can help. With the UK travel industry on pause, YHA have experienced a huge volume of enquiries and, of course, cancellations. For YHA this has opened up the opportunity to support the community. They have been working with the NHS, and homelessness organisations to offer their buildings and facilities to support key workers and the most vulnerable members of society during this period.  However, the loss of earnings means that the future for YHA and the charity work they do is uncertain. 

Supporting behaviour change

We’ve been able to offer support to YHA by working very quickly with them to respond to the current situation. An immediate challenge for the team has been the sudden influx of enquiries and cancellations that followed the announcement of Lockdown and we worked with YHA to support this behaviour change. In order to help them to retain some revenue, we have made alterations to their cancellation journey, asking users to consider donating to the charity instead of receiving a full refund for their stay. In recognition of the difficult situation facing the charity, we decided to offer this work to YHA on a pro bono basis. It’s been a huge success, and thanks to the speed in which we were able to make the changes, and the generosity of YHA’s supporters, they have been able to retain some revenue which will enable them to help more young people to have the opportunity to travel to new places, learn vital life skills and broaden their horizons.


If you are a charity, and struggling to keep your digital channels working hard during this disruptive time, please get in touch. We are happy to offer a complimentary consultation with one of our experts.