eDreams ODIGEO has saved the travel plans of more than 5 million customers affected by airline disruptions


  • The business has successfully helped more than 5.12 million customers affected by airline and airport flight disruptions since the start of the pandemic.
  • On average, 6,000 eDreams ODIGEO customers receive solutions for flight disruptions per day
  • Continued investment in customer service has led to increased customer support capabilities, with phone calls now being answered 65% faster since Covid.
  • The company’s improved operations are driving high satisfaction rates: 9 out of 10 users say they are satisfied or very satisfied with the service they receive.

Barcelona, ​​Spain., September 22, 2022 /PRNewswire/ – eDreams ODIGEO (“www.edreamsodigeo.com”), the world’s largest flight retailer – excl. China– and one of Europe’s largest e-commerce businesses announced today that it has successfully helped more than 5.12 million customers affected by airline and airport flight disruptions since the start of the pandemic. As flights slowly resume in 2020, operational problems from the pandemic — airline and airport staff shortages, among others — continue to cause many travelers to experience flight disruptions. During this time, the business led the largest operational effort in the company’s 22+ year history on behalf of clients to rebook nonstop flights, obtain refunds from airlines, and reorganize travel plans for consumers.

The unprecedented travel disruption caused by the pandemic has seen a 240 percent increase in the number of travelers seeking help with their travel plans compared to pre-pandemic levels. In response to this, eDreams ODIGEO has increased its customer service and operational returns team to further support its customers.

This additional investment from the business has reduced average customer wait times by 65% ​​since the pandemic, contributing to an average response time of 95 seconds to nine out of ten customers (87%). Are you satisfied or very satisfied with the service you received?

Customer refund

This massive effort has resulted in 97% of customer refunds being resolved, with 100% of all cases requiring an airline refund.[1]. The company’s role is as an intermediary between travel providers and travelers and through its main travel agency brands – eDreams, Opodo, Travellink and GO Voyages – it supports customers with all their travel needs, including filing refund requests on behalf of airlines. Customer.

While many airlines have improved their refund processing times, the average time it took for airlines to issue refunds stalled at 89 days after the outbreak began. In a move to further support its customers amid airline disruptions, a collection of trusted airline partners is offering refunds to customers even before the company receives the money from the carrier.

The business continues to invest heavily in developing a leading self-service platform for flights. Over the past 2 years, the company has partnered with customers to fully meet their needs in a simple, clear, intuitive and customer-friendly manner. This platform allows travelers to manage their bookings autonomously and perform a number of tasks including canceling bookings, making upgrades, checking in to their flights, managing flight disruptions, increasing seat selection and baggage allowance or downloading invoices and more. With this self-service tool, eDreams ODIGEO customers can easily manage their bookings 24/7 from anywhere.

As a result, more than 85% of customer inquiries are successfully resolved online, although a customer service phone number is available on the company’s help pages and is also provided to anyone who requests to speak to an agent through the online live chat feature. Available on the site.

2022 travel disruption

Since the pandemic, the travel sector has continued to suffer from staff shortages at airlines and airports in several countries, leading to tens of thousands of additional flight cancellations. In the year In the first eight months of 2022 alone, eDreams ODIGEO made changes to the airline’s schedule, accounting for almost half (49%) of the total disruptions recorded in the first three months of the pandemic, when travel was severely limited by national lockdowns. At this time, the business is committed to continuing to support its customers, ensuring that those affected by airline and airport disruptions receive the support they need.

Dana Dunnchief executive officer as if IDRIM ODIGEO, he said.: “We always strive to provide the best possible service to our customers and continue to invest heavily in customer service to support consumers affected by airline and airport disruptions. We have responded to industry needs and listened to our customers by strengthening our customer care with additional frontline agents. Also, as a travel technology company, our mission is to make travel easier.” And to make it convenient for users by developing convenient technology solutions. As part of this, we have invested heavily in developing the leading self-service technology in the travel industry, enabling our customers to manage their bookings from anywhere, all without having to contact us. Leading online in terms of customer experience. We are proud to be a travel agency.

About eDreams ODIGEO

eDreams ODIGEO is one of the largest online travel companies in the world and one of the largest e-commerce businesses in the Europe. The business is the largest player globally, excluding flight revenues. ChinaAnd the biggest in Europe. Through its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink and Metasearch Engine Liligo – it serves more than 17 million customers annually in 44 markets. Listed on the Spanish stock market, eDreams ODIGEO works with 690 airlines and +2.1 million hotels. Prime, the first subscription product in the travel industry, has attracted 3.5 million members since the business launched in 2017. The brand offers the best quality products and a wide selection of scheduled flights, cheap airlines, hotels, flexible packages, cruises. , car rental services and travel insurance products to make travel easier, more accessible and better value for consumers around the world.

[1] Image as August 30 2022

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