In a move to enhance consumer protection, eDreams ODIGEO, one of the world’s largest online travel companies and the parent company of Opodo.co.uk and eDreams.co.uk, has unveiled a comprehensive set of proactive measures.
These measures aim to safeguard travelers by addressing refund concerns, advocating for stronger enforcement of passenger regulations, and leveraging technology to provide exceptional customer service. With these initiatives, eDreams ODIGEO is demonstrating its commitment to supporting customers throughout their travel journeys, particularly during industry disruptions.
Under the EC regulation 261/04, airlines are obligated to refund travelers for flight cancellations within seven days. While major carriers have improved their refund timeframes, some airlines have consistently breached their refund obligations, leading to delayed reimbursements. To protect consumers, eDreams ODIGEO has made the decision to discontinue ticket sales for 15 airlines that have consistently failed to fulfill their refund obligations. The company may reconsider this decision if the carriers rectify their refund practices.
However, for airline partners that have consistently demonstrated compliance with refund regulations, eDreams ODIGEO’s travel brands, including Opodo and eDreams, are proactively advancing refunds to customers before the operating carrier releases the funds. As a result, travelers who book with eDreams ODIGEO receive their refunds significantly faster than if they had booked through other channels. This proactive approach has allowed the company to process over 15 million euros in advanced refunds annually, reducing the average waiting period to just four days—well below the mandatory 7-day limit imposed on airlines.
In addition to addressing refund concerns, eDreams ODIGEO has been actively advocating for stronger enforcement of applicable passenger regulations. The company has collaborated with key industry bodies such as the European Commission and the UK’s Civil Aviation Authority, providing valuable insights on the state of refund policy adherence within the industry. Furthermore, recognizing the disparity in protection for customers who book standalone flights in the event of airline insolvency, eDreams ODIGEO has joined forces with industry peers to urge regulators to establish a bankruptcy fund that would better safeguard consumers.
To bolster customer service excellence, eDreams ODIGEO has made substantial investments in technology and manpower. The company expanded its refund operations teams by tenfold and increased its front-line support agents by 550 additional staff members in response to the pandemic. This enabled eDreams ODIGEO to provide resolutions to over 6.4 million travelers affected by airline and airport disruptions since March 2020. By leveraging technology, the company has streamlined its service, allowing 91% of customers to resolve disruptions through digital channels without the need for direct communication with customer service teams.
With a focus on elevating customer service, eDreams ODIGEO aims to answer nearly 8 out of 10 assisted support calls within 60 seconds. The company is committed to improving service availability, investing in agent training, and implementing qualitative enhancements. When airlines offer automatic refunds, eDreams ODIGEO ensures that customers receive them promptly. In cases where airlines do not provide fast-track refunds, the company expedites the process of retrieving funds from the airline and passing them on to its customers. The scope of advanced refunds for trusted airlines will be expanded beyond the current 15 million euros per year, further reducing the average waiting time to just four days. These efforts demonstrate the company’s commitment to going above and beyond its responsibilities as a travel agent.
As a result of these initiatives, eDreams ODIGEO has achieved high levels of customer satisfaction. Currently, 9 out of 10 customers report being satisfied to very satisfied with the service they have received. The company remains dedicated to building upon this achievement by continually improving customer service.
Dana Dunne, the CEO of eDreams ODIGEO, expressed pride in the comprehensive measures announced, emphasizing the company’s dedication to customer support. He reiterated the importance of representing consumer interests and the significant role online travel agencies play in this regard. With its position as the world’s largest flight retailer outside of China, eDreams ODIGEO will continue leveraging its influence to drive advancements that benefit travelers worldwide. The company appreciates the collaboration of its airline partners and regulatory bodies and looks forward to further cooperation in the future.
As eDreams ODIGEO takes proactive steps to protect consumers, travelers can have greater confidence in booking with the company, knowing that their interests are being prioritized. By addressing refund concerns, advocating for stronger enforcement, and leveraging technology to deliver exceptional customer service, eDreams ODIGEO is setting a higher standard for the travel industry and ensuring a smoother travel experience for its customers.
