Summary List Placement
The coronavirus outbreak devastated the travel industry and put Expedia in a bind as hundreds of thousands of customers tried to get refunds for their cancelled trips or change their bookings.
Expedia sought to hire a public relations firm to repair its relationship with customers, according to a request for proposal obtained by Business Insider. The RFP, which was issued in the spring, states that Expedia saw “5-7 times our usual volumes, even in our busiest times and equates to hundreds of thousands of calls.”
“Unfortunately, as a result, many customers have, and are having, trouble either connecting with someone at our call centers or attempting to cancel or change bookings directly on our sites,” the RFP states. “We also must contend with the fact our policies are, in many cases, determined by our supply partners and they vary greatly.”
The company said it was looking for help to win back the “trust and confidence” of Expedia customers who expressed “anguish and disappointment in our service” and be ready when people start traveling again, the RFP states. Expedia listed its main competitors as online travel agency Booking.com and online vacation rental company Airbnb.
The brief called for a firm to help with …read more
Source:: Businessinsider – Strategy