Bringing the boutique travel experience online for Mosafer

Explore how Fynd Kaily became a personal concierge for Mosafer's travellers, from first browse to delivery

Mosafer is one of GCC's most recognised travel retail brands, offering a curated collection of luggage, bags, and accessories built for the modern traveller. Their in-store experience has always been defined by personalised guidance and expert curation.

Bringing that same quality of service online was the natural next step. Fynd Kaily was deployed as Mosafer's digital travel concierge, an assistant that does not just answer questions, but actively helps every shopper find the right gear for their journey.

Try agent

Our customers come to us because they trust our curation and our expertise. Fynd Kaily lets us extend that trust online, to every visitor, at any time.

Shahid Raufi

Director of Ecommerce, Abu Issa

96%

Favourable customer sentiment in product discovery chats

5.5

Average messages per thread

Travel shoppers arrive with a trip in mind, not a product. They are planning a beach weekend, a business trip, a family holiday, and they need gear that fits that specific context. A search bar cannot ask the right questions and understand this context.

Neither can a filtered menu understand nuance. Beyond discovery, the same shopper might want to know if a bag fits airline dimensions, check on a past order, or find an active discount, all in the same session.

Mosafer needed one assistant that could handle all of those moments without breaking the experience. They needed a solution to help translate the smooth, consultative shopping process of their stores to their online website.

Usecase based product discovery

Shoppers describe their trip, a beach weekend, a business visit, or a family holiday, and Fynd Kaily matches them to the right gear from Mosafer's curated range.
Surfaces new arrivals and similar options within the same conversation, keeping shoppers engaged and exploring.

Coupons and offers

Fetches active discount codes and promotions while the shopper is still mid-conversation.
Nudges shoppers and converts browsing sessions into better-value purchases.

Support handoff for returns and refunds

Routes customers to the right support channel for returns, refunds, or cancellations.
Keeps the handoff clean and context-based so the experience never feels interrupted or broken.

Order history and tracking

Pulls up past purchases and live delivery status directly in chat.
Shows everything in one place: no account logins, no separate pages.

Product discovery dominates at 80% of all conversations, with account management and general support each accounting for 10%.

The sentiment across product information conversations tells its own story: ~96% of interactions were favourable, with shoppers averaging ~5.5 messages per thread.

That depth of engagement reflects real, back-and-forth exploration, travellers figuring out what they need, and finding it.

What this means for your brand

What makes a great travel retail experience is not just the products, it is the feeling that someone who knows the range is helping you choose. Fynd Kaily gives every Mosafer shopper that feeling, whether they are browsing at noon or at midnight, whether they know exactly what they want or have no idea where to start.

From "I need a backpack for a beach trip" to "where's my order?", it is all one conversation, and it is all taken care of.

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