TEMPO.CO, Jakarta - Airline and hotel booking service unicorn Traveloka on Monday is reportedly experiencing a surge of help requests from users regarding refunds and flight reschedules since February during the time of the global coronavirus (COVID-19) pandemic started to affect the global community.
”We are currently beefing up our consumers’ services,” said Traveloka chief marketing officer Dionisius Nathaniel on Monday.
He explains that Traveloka, on average, receives thousands of requests across the globe each minute via phone calls, emails, app messages, social media, and many other platforms the unicorn is available at. This is 10 times more frequent compared to a normal situation.
Nathaniel called for users to diligently read the terms and requirements in its services as Traveloka partners with many services, which may be heavily affected by the global pandemic.
Traveloka is Quick to address customers’ complaints, he says, but reminds that the process of refunding customers is a multi-party affair which needs time to process.
Following the coronavirus outbreak, Traveloka has increased Its back-end system support, mainly in its ‘my booking’ features and customer support in relation to the issue.