SOTC: forging partnership to build customer’s confidence and peace of mind
Providing a safe customer travel experience at SOTC has been possible with innovations and support from partners. SOTC has associated with leaders in the travel ecosystem to build customer confidence and momentum in travel and continue to look forward to their support in 2021 as well.
As destinations ease restrictions and with positive news of the vaccine, there has been renewed consumer confidence to travel in 2021. With distribution of the vaccine spread by the first quarter, we estimate business pick up in the coming quarters of 2021 with recovery towards the end of 2021 and full recovery by early 2022.
As destinations ease restrictions, there has been renewed consumer confidence for travel this season. Maldives, Dubai, Goa, Andaman, Himachal, Rajasthan & Kerala are seeing good demand. Demand for Egypt is also emerging for the New Year with the introduction of our recent Flash Sale. The Flash Sale coupled with announcements on the vaccine has shown a significant surge in demand and we have witnessed an impressive growth rate of 25-30 percent than in November. The upcoming year has many weekends that can be clubbed with other holidays for long weekends. We are observing a rise in inquiries and bookings for these long weekends. These travellers prefer short trips solo, with friends or family during these holiday weekends.
Along with offering customer benefits such as flexible booking options, early booking advantages, minimal booking amounts, easy payment and EMI options, attractive discounts, affordable pricing, hotel upgrades, complimentary child stay, etc, we have had to implement enhanced health and safety protocols to ensure that our customers feel safe and comfortable when travelling with us.
As leaders, SOTC has put together a holistic three-pronged customer confidence-building program in the form of the “Assured-Insured-Secured” Program that covers every aspect of physical safety as well as mental and financial security to give the customer complete peace of mind.
The Assured Safe Travel Program developed and rolled out in association with Apollo Clinics is the most comprehensive set of travel safety protocols in the new normal, encompassing not only internal processes, retail outlets, etc., but also every partner and service provider across airlines, local travel service partners, hotels, attractions, etc.
Insured in partnership with ICICI Lombard & Go Digit General Insurance Limited has customers fully covered with possibly the most comprehensive retail travel insurance program that includes COVID-19 related hospitalization up to sum assured.
As part of the Secured aspect, to ensure customer confidence from a money and security point of view, the companies offer flexible date changes, rescheduling, cancellations and even guaranteed, accelerated refunds (subject to certain minimum criteria).
We also launched the country’s first Safe Holiday Helpline to offer free Holiday expert consultation to help customers navigate the maze of confusing and changing information about state regulations, International travel guidelines, etc, to instill confidence and make the best and safest choice for their travel.
Our Doctor on Call service in association with Apollo Clinics - a member of the Apollo Hospitals Group, is an extension of our Assured Safe Travel Program and yet another step towards reassuring our customers with dedicated and meticulous health care services
The COVID-19 era has initiated various fast-changing developments. New technologies will benefit and improve overall resilience. Technology has always been a key driver for growth at SOTC. We are focusing on an Omnichannel approach to provide a consistent and seamless experience to customers. We introduced Virtual Outlets leveraging technology to provide contactless and seamless assistance to our customers - via phone, chat, video call and apps. We also introduced a first of its kind Virtual Roadshows – The SOTC Holiday Preview. This unique digital initiative benefits customers with convenient and contactless holiday planning - jointly with holiday experts and from the safety/ comfort of their homes.
Despite the current environment with rapidly changing consumer needs/ trends, our teams at SOTC have gone all out in ensuring relevance - and this initiative allows us to understand and engage with our valued customers while showcasing a range of innovative and exciting products and services. We have been at the forefront of innovation and customer-centric initiatives in this new era of travel. In line with this commitment, we have introduced the SOTC Holiday Card that simplifies the travel experience and offers complete savings and benefits for the aspiring Indian traveller. Safety and savings have become crucial and important for Indian travellers.
The industry will need to rise to the challenge of reviving tourism in 2021. Pro-growth policies, integrated approach and investment towards building and supporting infrastructure and safety can drive tourism forward. Not only will destinations change, but how people travel to a destination and within it will see the transformation with travellers keen on opting for private transport or upgrading so that they can stay safe and avoid crowds.