Guarantee on Your Booked Holiday
Book a holiday without holiday stress. The Travel Guarantee Fund (SGR) ensures that consumers are not left in the lurch when travel organisations face setbacks.
In conversation with SGR
Travel Guarantee Fund (SGR) is a non-profit organisation based in Rotterdam, founded in 1983 to protect travellers against bankruptcies. It has helped over 140,000 travellers and paid out more than 50 million euros. Each year, 1.8 million bookings are covered by the SGR guarantee, allowing Dutch travellers to book their holidays with peace of mind.
Accessibility
SGR places great importance on being approachable and accessible to consumers and making information easy to access. Unfortunately, due to the coronavirus crisis, many travel organisations have been declared bankrupt, with all the consequences that entails. It's not just the organisations that suffer; consumers are also affected. SGR aims to provide excellent frontline service so that consumers are confidently assisted. Additionally, there is a desire to refer customers to the appropriate departments within SGR.
"The implementation of ContactCare has reduced the average email handling time from 2 to 3 weeks to a maximum of 5 days."
Thinking Flexibly
The collaboration between ContactCare and SGR began during the bankruptcy of the Dutch travel organisation TravelBird. Subsequently, more bankruptcies followed, including Thomas Cook, each with their specific characteristics. For instance, TravelBird required more email management, while a telephone service was more suitable for another bankruptcy. The consumer's needs guide these decisions. Over the years, the partnership between SGR and ContactCare has become strong, always seeking the best solution for each situation.
The Coronavirus Crisis
The continually changing situation due to the coronavirus crisis demands a lot from everyone. The bankruptcies of various travel organisations have led to a high demand for customer contact. Where there was a plan to scale down ContactCare's services before the pandemic, this was reversed, and ContactCare deployed a Customer Service Team and Telephone Service to handle initial consumer contact. This involves answering phone inquiries and managing initial email contact. Additionally, we connect consumers with the travel and claims department.
Partnership
ContactCare is proud to work with SGR and contribute to the professionalisation in customer contact. We are honoured to support this wonderful non-profit organisation and collaborate as partners.
How We Further Assisted SGR
Always address your customers kindly and professionally, even if you're not actually available. Ideal for businesses that frequently receive calls for the same inquiries.
