eDreams ODIGEO acknowledged that it has efficiently assisted over 5.12 million prospects hit by airline and airport flight disruptions because the begin of the pandemic. Whilst flights slowly started to renew all through 2020, operational issues derived from the pandemic – together with airline and airport shortages of employees, amongst others – have meant many travellers have continued to expertise flight disruptions within the current day. During this time, the enterprise has put in place the biggest operational effort within the firm’s 22+ 12 months historical past, to work unabatedly on behalf of their prospects to re-book cancelled flights, retrieve refunds from airways and re-organise travel plans for shoppers.
Dana Dunne, chief government officer at eDreams ODIGEO, stated: “We have always strived to offer our customers the best possible service and have continued to make significant investments in our customer service offering to support consumers affected by airline and airport disruptions. We’ve responded to industry needs and have listened to our customers by strengthening our customer care with additional front-line agents. Also, as a travel tech company, our mission is to make travel easier and more convenient for consumers through the development of cutting-edge technology solutions. As part of this, we have heavily invested in developing the leading self-servicing technology in the travel industry, empowering our customers to manage their bookings at any point from anywhere, all without needing to contact us. We are proud to be the leading online travel agency in terms of customer experience.”
The unprecedented travel disruption brought on by the pandemic prompted a 240% enhance within the variety of travellers in search of help with their travel plans, in comparison with pre-pandemic ranges. In response to this, eDreams ODIGEO elevated its customer support and operational refunds staff to additional help its prospects. This further funding from the enterprise has decreased the typical wait time for prospects by 65% because the pandemic, with the typical pace to reply calls from prospects now standing at 95 seconds, contributing to 9 out of ten prospects (87%) now stating they have been glad or very glad with the service they acquired.
Market particular stats
In the UK, the unprecedented travel disruptions brought on by the pandemic resulted in a 240% enhance within the variety of UK travellers in search of help with their travel plans. As a part of eDreams ODIGEO’s continued help to UK travellers, the enterprise improved the pace of answering buyer calls by 67% in comparison with pre-pandemic ranges.
This momentous effort has resulted in 97% of buyer refunds reaching a decision, with airline refunds wanted to make sure 100% of all instances are resolved. The firm’s function is as an middleman between travel suppliers and travellers, and as a travel agent, it helps prospects with all their travel wants, together with submitting refund requests to airways on behalf of the client.
According to EC Regulation (nº 261/04) airways should refund cancelled flights inside 7 days. While many airways have notably improved their refund processing instances, the typical time that airways have taken to course of refunds that the Company has positioned on behalf of its prospects has stood at 89 days because the starting of the pandemic. In a transfer to additional help its prospects hit by airline disruptions, for a set of trusted airline companions the Company is advancing refunds to shoppers even earlier than receiving the funds from the provider.
The enterprise has additionally strengthened its operations by closely investing in creating the main self-service platform for flights. The firm has labored with prospects over the previous 2 years to make sure that their wants might be absolutely met in a easy, clear, intuitive and customer-friendly method. This platform permits travellers to handle their bookings autonomously and carry out various duties together with cancelling their reserving, making modifications, performing check-in to their flights, managing flight disruptions, including seat choice and bag allowance or downloading invoices, amongst different issues. With this self-service instrument, eDreams ODIGEO’s prospects can simply handle their bookings 24/7 from anyplace.
As a outcome, over 85% of buyer enquiries are actually efficiently resolved on-line, though the customer support telephone quantity is accessible on the corporate’s assist pages and can also be offered to anybody who asks to talk to an agent through the net reside chat characteristic that’s accessible on the positioning.
2022 travel disruptions
Post-pandemic, the travel sector has continued to expertise turbulence with employees shortages impacting airways and airports throughout Europe, leading to tens of hundreds of further flight cancellations. In addition, the adoption and extension of a slot waiver coverage throughout Europe has additionally made it simpler for airways to not absolutely ship on their introduced operational schedules, in the end resulting in steady cancellations affecting travellers.
In the primary eight months of 2022 alone, eDreams ODIGEO processed airline schedule modifications that amounted to virtually half (49%) of the whole disruptions registered within the first three months of the pandemic, when travel was most restricted by nationwide lockdowns. During this time, the enterprise stays decided to proceed to help prospects, making certain these affected by airline and airport disruptions proceed to obtain the required help.