ABTA’s online refund advice gets one million views
ABTA’s coronavirus advice for customers has had more than one million views since it went live at the start of February and with an average dwell time of 8.5 minutes.
The association has also expanded its customer support team which fields phone calls and emails from customers and continues to work remotely whilst the office remains closed.
It claims waiting times remain low despite a 175% year-on-year increase in call volumes.
In an update to members, ABTA said it has also been handling a record volume of media activity, managing thousands of media enquiries covering often difficult and complex subjects such as refund delays and financial protection arrangements.
Since the start of the crisis, the Association has been involved in nearly 3,000 media interventions including interviews, statements and press releases.
"This has been an exceptionally difficult time for our members and their customers. The industry has never experienced a crisis of this scale and severity, we’re continuing to do all we can to lobby political decision-makers for support," said Mark Tanzer, ABTA chief executive.
"We’re also putting enormous effort into keeping our members and their customers informed about what is going on and ensuring they have the latest detailed and accurate information and guidance. The sheer speed and scale of developments has made this challenging, but that is our job as an association and we will continue to do so while this crisis continues."
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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