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PurposeTechnological platforms encourage the exchange of knowledge and creation of new ideas that create new value for participating members who pool and combine their knowledge, facilities, tools and skills, thus contributing to the development of innovative solutions. This paper focuses on hackathon platforms, working as open innovation intermediaries, investigating their role and functions and exploring how they encourage the collaboration and the innovativeness among participants in order to boost their innovative new ideas.Design/methodology/approachThe research method is a qualitative design that includes in-depth interviews of ten stakeholders that play different roles in “Hack for Travel,” the case under analysis. It is a hackathon organized entirely online, as a response to the crisis generated by coronavirus disease 2019 (COVID-19).FindingsFindings revealed six processes developed by the hackathon platform used to effectively organize the event and facilitate participants to cooperate and share knowledge in order to boost the spread of innovative ideas. Results identify how hackathons should be organized and through which processes they work as innovation platforms.Originality/valueThis is one of the first attempts to study the increasing phenomenon of hackathons, providing theoretical contribution and practical implications about their role in developing innovation.