Southall Travel Group processes millions in customer refunds
The Southall Travel Group has refunded customer bookings to the tune of £110 million due to the Covid-19 pandemic.
It says it is one of the only major travel companies to have completed all refunds on package holidays impacted by the pandemic.
To meet the demand for refunds, the Group invested in both its customer care centre and its refund processing team shortly after the pandemic began.
It was also able to reduce its administration costs by 65%.
The Southall Travel Group has also repaid all the monies received from the Coronavirus Job Retention Scheme (furlough), which it received from the UK government last year and this year.
"Last year was a year like no other for our industry. Whilst no one saw this coming and businesses were simply not prepared, we very quickly made the decision to ramp up our refund operations in order to meet with the demands of customers," said Kuljinder Bahia, Director at Southall Travel Group.
"Despite our business being significantly impacted by the Covid-19 pandemic, we recently made the decision to repay all furlough money received from the UK government, for 2020 and 2021. We felt it was ethically correct to take this action."
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