Ticket Cancellation at Traveloka and Tiket.com Goes Up
Ticket cancellations on the Traveloka and Tiket.com platforms also surged. Yosi Marhayati, Senior Public Relations Executive Officer, said that many Tiket.com users cancel tickets for Lebaran holidays. It also will provide a refund or refund. The government urges people not to go hometown this year to prevent the spread of Covid-19.
“The impact of the appeal is not going home certainly impact on the surge in requests for refund assistance to our customer care,” Yosi said to Katadata.co.id, Thursday (8/4). Under normal conditions, continued Yosi, her party usually handles the filing of refund tickets per week. However, at this time Tiket.com has to handle refunds every day.
“Requests for refunds have even increased 10 times,” he said. Tiket.com also recorded sales of international travel products dropped 52% during January and February 2020. In March 2020, not only international travel, but all sales of Tiket.com products declined.
For example, the sale of event products because the promoter cannot carry out the event. It also could not do much to anticipate the plummet of sales ahead of the Eid holiday this year. “The point is that our priorities are changing, how to deal with complaints from customers,” Yosi said.
Many Products and Agenda Pulled from the Tiket.com Application
Various products and agendas are evaluated and even withdrawn from the Tiket.com application. The company replaced it with information about the procedure of refund, rescheduling, as well as the latest information about the country and the cities of the destination.
On the other hand, Traveloka’s Chief Marketing Officer Dionisius Nathaniel said refund requests rose 12% of the total homecoming tickets booked. Traveloka also estimates that this year’s homecoming ticket booking rate is lower than last year.
Usually, within a day Traveloka receives thousands of ticket reservations, now focused on refund and rescheduling services. “In this situation of force majeure, our main focus is to ensure the safety, comfort, and health of users,” said Dionisius.
Previously, the government through the Minister of State Secretary Pratikno appealed to the public not to go home. This was to prevent the wider spread of the coronavirus to areas. “The government is inviting and working hard so that people do not need to go home,” said Pratikno some time ago (2/4).
Pratikno also appealed to the community to be able to maintain a safe distance when interacting with others. He also asked the public to follow the coronavirus spread prevention protocol.
Tiket.com Explain the Reason for the Slow Response to Consumer Refund Requests
The corona pandemic COVID-19 changed almost all travel plans. Many travelers end up rescheduling their trips, but not a few have canceled altogether and have an impact on increased refund requests. In effect, travel agents were bombarded with requests for refunds from their customers, including Tiket.com.
The online travel agent has recently become the spotlight. Some consumers have complained about the slow handling of complaints or requests for refunds. However, Tiket.com asks all customers who have bought and had flight tickets or hotel bookings to not worry.
“Tiket.com will help all requests for refunds. However, it should be understood together, that during the COVID-19 pandemic, requests for assistance coming into Customer Care Tiket.com experienced a very significant jump. This caused the Customer Care Tiket.com needed time more to respond to requests for help, “said a written statement received Liputan6.com, Monday, April 6, 2020.
Tiket.com expects customers to be more patient in waiting for responses from the Tiket.com Customer Care team. Customers can contact customer service through three channels, namely Whatsapp chat, email, and telephone.
“However, amid high incoming requests for assistance, Tiket.com suggests contacting Customer Care via the email platform and Whatsapp chat as the first choice,” the release continued.