Pre-travel and travel day: prove it worked, get me to my seat

For: Sheran (rulings) · CRM (build) · Analytics (measurement) · Product/Eng (trip-state surface + data feeds). The one change: today 710,616 upgrade-confirmed departures a year (confirmed) get one proactive comm, the day-before email (the estate's ONLY proven-incremental send, +16.9%/+16.3%), while three sells compete for the highest-stakes morning; this journey replaces beats buried in four win walks with one trip-anchored arc: expectation-set, day-before reassurance, morning-of wayfinding, and the on-board savings moment, with zero sell anywhere near a disrupted trip. How to read: watch it as the customer (Live) · today’s journey (AS-IS) · the build logic (TO-BE map) · the plan (Campaign brief) · the process and team actions (Process & actions) · supporting material (Reference). This page is the single copy; no documents. Status: agent-drafted DRAFT; the extraction of this journey itself (roster J5x) is SHERAN TO RATIFY (one paired ruling with Journey 1, DL-005).