eDreams ODIGEO rescues travel plans for more than 5 million customers affected by air travel disruptions

  • Since the start of the pandemic, the company has successfully helped more than 5.12 million customers affected by airline and airport disruptions.
  • On average, 6,000 eDreams ODIGEO customers receive flight disruption solutions every day
  • Continued investment in customer service has helped increase customer support capabilities, with phone calls now being answered 65% faster than before COVID-19.
  • The expansion of the Company’s activities contributes to high satisfaction rates: 9 out of 10 consumers state that they are satisfied or very satisfied with the services received.

BARCELONA, Spain, September 22, 2022 /PRNewswire/ — eDreams ODIGEO (“www.edreamsodigeo.com”), the world’s largest air ticket retailer, excluding China– and one of Europe’s largest e-commerce companies today announces that it has successfully helped more than 5.12 million customers affected by airline and airport disruptions since the start of the pandemic. While flights began to slowly resume during 2020, operational complications related to the pandemic, including airline and airport staff shortages, have meant that many travelers continue to experience flight disruptions. During this time, the business made the biggest operational effort in the company’s 22+ year history to work non-stop on behalf of its customers to rebook canceled flights, obtain refunds from airlines and reschedule travel plans for consumers.

The unprecedented travel disruption caused by the pandemic has resulted in a 240% increase in the number of travelers seeking travel planning assistance compared to pre-pandemic levels. In response, eDreams ODIGEO has expanded its customer service and operational claims team to further support its customers.

This additional investment from businesses has reduced average customer wait times by 65% ​​since the pandemic; the average response time to customer calls is now 95 seconds, with nine out of ten customers (87%) now saying they were satisfied or very satisfied with the service they received.

Customer returns

The result of these important efforts was that 97% of customer refunds were resolved, with airline refunds required to ensure that 100% of all cases were resolved[1]. The company’s role is to act as an intermediary between travel suppliers and travellers, and under its leading travel agency brands – eDreams, Opodo, Travellink and GO Voyages – it supports customers with all their travel needs, including submitting airline reimbursement requests on behalf of client.

While many airlines have significantly reduced the time it takes to process refunds, the average time it has taken airlines to process refunds that the company has made on behalf of its customers has been 89 days since the pandemic began. In order to further support its customers affected by disruptions in air transportation, the company refunds consumers for a number of reliable partner airlines even before receiving funds from the carrier.

The business has also strengthened its operations by investing heavily in developing a leading in-flight self-service platform. For the past 2 years, the company has worked with customers to ensure that their needs can be fully met in a simple, clear, intuitive and convenient way. This platform allows travelers to autonomously manage their bookings and perform a range of tasks including canceling bookings, making changes, checking in to their flights, managing flight disruptions, adding seat selections and baggage allowances or uploading invoices, etc. With this self-service tool, eDreams ODIGEO customers can easily manage their bookings 24/7 from anywhere.

As a result, more than 85% of customer inquiries are now successfully resolved online, although the customer service phone number is available on the company’s help pages and is also provided to anyone who requests to speak to an agent via the online chat feature available on the site.

2022 interruptions in trips

Since the pandemic, the travel sector has continued to experience turbulence due to staff shortages, which have affected airlines and airports in many countries, leading to the cancellation of tens of thousands of additional flights. In the first eight months of 2022 alone, eDreams ODIGEO handled airline schedule changes, accounting for almost half (49%) of the total number of disruptions recorded in the first three months of the pandemic, when travel was most restricted by national quarantines. During this time, the business continues to support customers, ensuring those affected by airline and airport disruptions continue to receive the assistance they need.

Dana Dunnchief executive officer in eDreams ODIGEO, said: “We have always strived to offer our customers the best possible service and have continued to make significant investments in our customer service to support consumers affected by airline and airport disruptions. We have responded to industry needs and listened to our customers by strengthening our customer service with additional agents on the front line. Also, as a travel technology company, our mission is to make travel easier and more convenient for consumers by developing advanced technology solutions. As part of this, we have invested heavily in developing industry-leading self-service technology that allows our customers to manage their bookings at any point from any location without having to contact us. We pride ourselves on being the leading online travel agency in terms of customer experience.”

About eDreams ODIGEO

eDreams ODIGEO is one of the world’s largest online travel companies and one of the largest e-commerce companies in Europe. The business is the world’s largest player by flight revenue, bar none Chinaand the largest in Europe. Under four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink and metasearch engine Liligo – the company serves more than 17 million customers a year in 44 markets. eDreams ODIGEO, listed on the Spanish stock market, cooperates with more than 690 airlines and +2.1 million hotels. The business conceptualized Prime, the first subscription product in the travel sector, which attracted 3.5 million members since its launch in 2017. The brand offers the best quality products and the widest selection of regular flights, budget airlines, hotels, dynamic packages, cruises. , car rental services and travel insurance products to make travel easier, more affordable and more profitable for consumers around the world.

[1] Picture as of August 30 2022 year


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