- The business has helped over 5.12 million customers affected by airline and airport flight disruptions since the start of the pandemic.
- An average of 6,000 eDreams ODIGEO customers per day receive solutions to flight disruptions
- Our continued investment in customer service has increased our capacity to support consumers, answering calls 65% faster than pre-COVID.
- The company’s enhanced operations have resulted in high satisfaction. 9 out of 10 consumers say they are satisfied or very satisfied with the service they receive.
Barcelona, Spain, September 22, 2022 /PRNewswire/ — eDreams ODIGEO (“www.edreamsodigeo.com”), the world’s largest airline retailer (excluding) China– One of Europe’s largest e-commerce companies today announced that it has helped more than 5.12 million customers who have been hit by airline and airport flight disruptions since the start of the pandemic. Although flights slowly began to resume throughout 2020, the operational complexities caused by the pandemic – especially airline and airport staff shortages – mean that many travelers continue to experience flight disruptions today. During this time, the business conducted the largest operational effort in the company’s 22+ year history, rebooking canceled flights on behalf of its customers and collecting refunds from airlines. , has worked tirelessly to reorganize travel plans for consumers.
Due to the unprecedented travel disruption caused by the pandemic, the number of travelers seeking travel planning assistance has increased by 240% compared to pre-pandemic levels. In response, eDreams ODIGEO increased its customer service and operational refund teams to further support its customers.
This additional investment from the business has reduced average customer wait times by 65% since the pandemic, with the average speed to answer customer calls now reaching 95 seconds, with 9 out of 10 customers ( 87%) were satisfied or very satisfied with the service they received.
This significant effort has resulted in a resolution of 97% of customer refunds, requiring airline refunds to ensure 100% resolution of all cases.The company’s role is to act as an intermediary between travel agents and travelers, making refund requests to airlines on behalf of major travel agency brands (eDreams, Opodo, Travellink, GO Voyages). Support customers with all their travel needs including submission. customer.
While many airlines have significantly improved their refund processing times, the average time it took an airline to process a refund made by us on behalf of a customer was 89 days since the start of the pandemic. In a move to further support customers hit by the airline disruption, for a series of trusted airline partners, the company is proceeding with refunds to consumers even before it receives funds from the airline. increase.
The business also strengthened its business by investing heavily in developing a self-service platform for major flights. Over the past two years, the company has been working with customers to ensure that their needs are fully met in a simple, clear, intuitive and customer-friendly way. The platform allows travelers to manage their bookings autonomously, canceling and changing reservations, checking into flights, managing flight disruptions, selecting seats and adding baggage allowance, downloading invoices, and much more. tasks can be performed. This self-service tool allows eDreams ODIGEO customers to easily manage their bookings from anywhere, 24/7.
As a result, over 85% of customer inquiries are resolved online, while customer service phone numbers are available on company help pages and for those seeking to speak to an agent via the online live chat feature. Provided. available on the site.
2022 Travel Disruption
Even after the pandemic, the travel sector continues to be in turmoil, with staff shortages affecting airlines and airports in many countries, resulting in the cancellation of tens of thousands more flights. In the first eight months of 2022 alone, eDreams ODIGEO handled airline schedule changes, representing almost half (49%) of all disruptions registered in the first three months of the pandemic. , travel was most restricted by the country’s lockdown at this time. During this time, our business remains committed to supporting our customers and ensuring that those affected by the airline and airport disruptions continue to receive the assistance they need.
Dana DunnChief executive officer and eDreams ODIGEO, Said: “We always strive to provide our customers with the best possible service and continue to invest heavily in our customer service offerings to support consumers affected by airline and airport disruptions. We have listened to our customers by responding to and enhancing the needs of the industry, and as a travel tech company, we strive to make travel easier for consumers through the development of cutting-edge technology solutions. And convenient is our mission.Developing travel industry-leading self-service technology to enable customers to manage their bookings from anywhere at any time.We are the leading online travel agency in terms of customer experience. We are proud to be a store.”
About eDreams ODIGEO
eDreams ODIGEO is one of the world’s largest online travel companies and one of the world’s largest e-commerce businesses. EuropeThis business is the world’s largest player in flight revenue. Chinaand up to EuropeUnder its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink and meta search engine Liligo – it serves more than 17 million customers annually in 44 markets. Listed on the Spanish Stock Exchange, eDreams ODIGEO partners with over 690 airlines and his over 2.1 million hotels. The business conceptualized Prime, the first subscription product in the travel sector that has amassed 3.5 million members since its launch in 2017. The brand offers the highest quality products and the widest selection of scheduled flights, low-cost airlines, hotels, dynamic packages and cruises. , car rental services and travel insurance products to make travel easier, more accessible and more valuable for consumers around the world.
 current number August 30 2022
Source eDreams ODIGEO