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TRAVELOKA’S online travel agency is busy serving requests for help from users to change trips and requesting refunds that have increased dramatically amid the COVID-19 pandemic, including tickets for the homecoming departure period.
According to Traveloka’s Chief Marketing Officer, Dionisius Nathaniel, said for the homecoming period, our internal data showed that there were 12 percent refund requests for flight tickets during the homecoming departure period.
Dionisius added that ticket reservations for going home this year are lower compared to last year. Since February 2020, the travel agency has received requests for refunds and rescheduling of airplane and hotel tickets which has increased by 10 times compared to normal situations.
“Thousands of requests for assistance from users in various countries are received by the customer service team through various media, ranging from telephone, email to applications. The COVID-19 crisis made Traveloka strengthen customer services so that it made it easier for users to meet their needs,” Dionisius Nathaniel said.
Dionisius remarked, the socialization of COVID-19 and prevention of transmission was also included on social media channels and applications so that users could be more alert and be able to plan future trips well.
There is no estimate when the tourism industry can return to normal. Dionisius said that Traveloka is now more focused on ensuring the health and safety of users.
“We urge users to plan their trip well and follow the latest information and developments announced by the government and also national and international health institutions.” [antaranews/photo special]
