SGR

Book a holiday without the stress. The Dutch Travel Refund Guarantee Fund (SGR) ensures that consumers are not left in the lurch if travel organisations face setbacks.

In conversation with SGR

Stichting Garantiefonds Reisgelden (SGR) is a non-profit organisation based in Rotterdam, founded in 1983 to protect travellers against bankruptcies. With this, it has already helped more than 140,000 travellers and paid out over 50 million euros. Each year, 1.8 million bookings have SGR guarantees, ensuring that the Dutch can book their holidays with peace of mind.

Approachability

SGR places great importance on being accessible and approachable to consumers and keeping information easy to access. Unfortunately, due to the Coronavirus crisis, many travel organisations have been declared bankrupt, with all the accompanying consequences. Not only are the organisations affected, but consumers also suffer as a result. SGR wants to provide excellent first-line services so that consumers can embark on their journeys with a sense of security. Additionally, there was a desire to refer customers to the appropriate departments within SGR.

“The involvement of ContactCare has reduced the average handling time of emails from 2 to 3 weeks to a maximum of 5 days.”

Thinking along and being flexible

The collaboration between ContactCare and SGR began at the time of the bankruptcy of the Dutch travel organisation TravelBird. More bankruptcies followed, including Thomas Cook, each with its own unique circumstances. For example, TravelBird required more email handling, while a telephone service was more suitable for another bankruptcy. The needs of the consumer guided these decisions. Over the years, the partnership between SGR and ContactCare has grown strong, always seeking the best-fitting solution for the moment.

The Coronavirus crisis

The constantly changing situation due to the Coronavirus pandemic demands a lot from everyone. The bankruptcies of various travel organisations consequently led to a high demand for customer contact. Where there was a prior plan to scale down ContactCare's services, it was reversed. ContactCare deployed a Customer Service Team and Phone Service to handle the initial contact with consumers. This involves answering phone inquiries as well as processing the incoming initial email contacts. Additionally, we connect consumers to the travel and claims department.

Partnership

ContactCare is proud to work with SGR and contribute to the professional development made in the field of customer contact. We are honoured to contribute to this wonderful non-profit organisation and work together as partners.

How we further assisted SGR

Always speak to your customers in a friendly and professional manner. Even if you aren't available yourself. Ideal for businesses that frequently receive calls on similar queries.