HeliNY, the largest helicopter tour operator in New York City, has clawed back more than $232,000 in revenue that would otherwise have been lost to abandoned online bookings. The recovery was driven by TripWorks' AI-powered automation, which re-engages customers who start a booking but fail to complete it—a persistent challenge for tour operators in a competitive urban market.
Since January 2025, HeliNY has processed over 210,000 bookings, operates more than 200 tours weekly, and serves roughly 60,000 passengers annually from the Downtown Manhattan Heliport and Linden Municipal Airport. The company has also completed more than 133,000 digital waivers and maintains over 10 online travel agency integrations, alongside partnerships with numerous hotels and concierge services.
Automation as a revenue lifeline
Paul Blodgett, CEO of HeliNY and a former Managing Director at Deutsche Bank, credits the technology with transforming day-to-day operations. “This is how you run your day-to-day operations. Converting to TripWorks has enabled us to dramatically grow our business this year,” he said. Blodgett has applied his background in data analytics to address operational gaps, and the results are evident in the recovery of $232,000 in lost bookings.
The abandoned cart campaigns are part of a broader push into AI-driven tools. HeliNY is currently testing an AI phone agent and other chat and voice solutions to improve guest communication and boost conversion rates. Aaron Fessler, CEO of TripWorks, highlighted the practical benefits: “AI allows operators to focus on delivering transformative experiences whilst increasing revenue.”
The timing is significant. International visitor numbers to New York have declined sharply, putting pressure on tour operators to maximize yield from every inquiry. HeliNY's approach offers a template for other operators facing similar headwinds—using automation to recover revenue that might otherwise slip away.
For travel professionals, the case underscores the value of investing in technology that addresses the booking funnel's weak points. As travelers increasingly book closer to departure, the ability to re-engage hesitant customers becomes even more critical.
HeliNY's experience also aligns with broader trends in the sector. Tour bookings are surging in some markets, but operators must still compete for attention. Automation tools like TripWorks are becoming essential for managing high volumes and converting interest into confirmed revenue.
Blodgett's leadership, combining financial acumen with a focus on technology, has positioned HeliNY to navigate a challenging landscape. The company's investment in AI is not just about recovery—it's about building a more resilient operation.
As the travel industry continues to digitize, the lessons from HeliNY are clear: abandoned carts are not lost causes, and AI-driven follow-up can turn missed opportunities into measurable gains. For operators looking to replicate this success, the key is integrating such tools seamlessly into their booking flow.
