- The enterprise has efficiently assisted over 5.12 million customers affected by airline and airport flight disruptions for the reason that begin of the pandemic.
- On common 6,000 eDreams ODIGEO customers per day obtain a decision to their flight disruptions
- Continued funding in customer support has resulted in elevated capability to assist shoppers, with cellphone calls now responded to 65% quicker than pre-COVID
- The Company’s enhanced operations are driving excessive satisfaction charges: 9 out of 10 shoppers state they’re happy or very happy with the service they acquired.
BARCELONA, Spain, (*5*)Sept. 22, 2022 /PRNewswire/ — eDreams ODIGEO (“www.edreamsodigeo.com”), the most important flight retailer on the planet – excluding China– and one of many largest European e-commerce companies, at this time proclaims that it has efficiently assisted over 5.12 million customers hit by airline and airport flight disruptions for the reason that 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 workers, amongst others – have meant many vacationers have continued to expertise flight disruptions within the current day. During this time, the enterprise has put in place the most important operational effort within the firm’s 22+ 12 months historical past, to work unabatedly on behalf of their customers to re-book canceled flights, retrieve refunds from airways and re-organise travel plans for shoppers.
The travel disruption triggered by the pandemic triggered a 240% enhance within the variety of vacationers 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 group to additional assist its customers.
This further funding from the enterprise has decreased the common wait time for customers by 65% for the reason that pandemic, with the common velocity to reply calls from customers now standing at 95 seconds, contributing to 9 out of ten customers (87%) now stating they had been happy or very happy with the service they acquired.
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 vacationers, and beneath its main travel company manufacturers – eDreams, Opodo, Travellink and GO Voyages -, it helps customers with all their travel wants, together with submitting refund requests to airways on behalf of the client.
While many airways have notably improved their refund processing occasions, the common time that airways have taken to course of refunds that the Company has positioned on behalf of its customers has stood at 89 days for the reason that starting of the pandemic. In a transfer to additional assist its customers 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 customers over the previous 2 years to make sure that their wants could be totally met in a easy, clear, intuitive and customer-friendly method. This platform permits vacationers to handle their bookings autonomously and carry out numerous duties together with canceling 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 customers can simply handle their bookings 24/7 from wherever.
As a consequence, over 85% of buyer enquiries at the moment are efficiently resolved on-line, though the customer support cellphone quantity is on the market on the corporate’s assist pages and can be supplied to anybody who asks to talk to an agent by way of the net reside chat characteristic that’s out there on the positioning.
2022 travel disruptions
Post-pandemic, the travel sector has continued to expertise turbulence with workers shortages impacting airways and airports throughout many nations, leading to tens of hundreds of further flight cancellations. In the primary eight months of 2022 alone, eDreams ODIGEO processed airline schedule adjustments 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 assist customers, making certain these affected by airline and airport disruptions proceed to obtain the mandatory help.
Dana DunneChief Executive Officer at eDreams ODIGEO, mentioned: “We have all the time strived to supply our customers the very best service and have continued to make vital investments in our customer support providing to assist shoppers affected by airline and airport disruptions. We’ve responded to trade wants and have listened to our customers by strengthening our buyer care with further front-line brokers.Also, as a travel tech firm, our mission is to make travel simpler and extra handy for shoppers by way of the event of cutting-edge know-how options.As a part of this, now we have closely invested in creating the main self-servicing know-how within the travel trade, empowering our customers to handle their bookings at any level from wherever, all without having to contact us. We are to be the main on-line travel company when it comes to buyer expertise.”
About eDreams ODIGEO
eDreams ODIGEO is likely one of the world’s largest on-line travel firms and one of many largest e-commerce companies in Europe. The enterprise is the most important participant worldwide in flight revenues, excluding Chinaand the most important in Europe. Under its 4 main on-line travel company manufacturers – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo – it serves greater than 17 million customers per 12 months throughout 44 markets. Listed on the Spanish Stock Market, eDreams ODIGEO works with over 690 airways and +2.1 million motels. The enterprise conceptualised Prime, the primary subscription product within the travel sector which has attracted 3.5 million members since launching in 2017. The model gives the very best quality merchandise and the widest selection of normal flights, low-cost airways, motels, dynamic packages, cruises , automotive rental providers and travel insurance coverage merchandise to make travel simpler, extra accessible, and higher worth for shoppers throughout the globe.
 Figure as of (*5*)August thirtieth 2022
SOURCE eDreams ODIGEO