Published on Thursday, May 28, 2020

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."


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