Due to the advance of the Coronavirus pandemic globally, Almundo, the tourism company, created a crisis committee to bring up-to-date information and attend to the claims of its clients in transit and about to travel, giving priority to those who need it most.
For the past five days, customer inquiries have increased 350 percent.
“In this situation, we took, among other measures, the decision to double the team of collaborators dedicated to telephone service, even redirecting all the personnel from the commercial area, sales force and the more than 300 experts to join the team to solve each case as soon as possible ”, said Francisco Vigo, Almundo country manager.
Almundo segmented travelers into groups and allocated different communication channels to make the treatment with each one of them more agile:
People in transit
For those who are currently abroad, the company created an emergency WhatsApp line where inquiries are received, changes in flights and reservations can be managed and, at the same time, useful information is provided to guarantee their prompt return to the country.
In addition, they can communicate on Twitter, Facebook and Instagram, as the network staff is also doing personalized case counseling.
People to travel in the next 10 days
The company is prioritizing the cases of those who travel in the next 10 days on exclusive telephone lines, in person at the more than 100 Almundo branches throughout Argentina, via WhatsApp and social networks.
If the consultation is for a period later than the one indicated, each case will be resolved later in a timely manner.
In addition, by this time, the company will have accurate information on the policies of the airlines and other providers for the following months. The goal of this is to prioritize the most urgent cases.
These are the steps to follow to serve the more than 10 thousand people who are currently traveling the world and who were affected by their travel and reservations as a result of the crisis.