Vacation refunds postponed and unhappy consumers stranded
In the last 30 days vacations have become a hot topic, with 80,962 english language mentions in the US and Europe. Of sentiment-segmented conversation, 82% was negative. The reason? It comes down to people no longer being eligible for refunds, stranded vacationers, and people condemning jetsetters.
This situation is likely to become even worse as the UK announces a suspension of holiday refunds. It’s policy is expected to be similar to that of the European Commission, which updated its guidance about refunds for cancelled holidays, encouraging vacationers to accept vouchers or a credit note, rather than cancelling.
And as flights continue to be grounded, because of travel bans, travellers are condemning airlines for bad customer service. Of sentiment segmented conversation over the 14 days, 92% of the conversation was negative about major US and UK air travel providers. Travellers were agitated their flights were cancelled without a phone call, email, or plan for the future.
We found examples of people sharing their stories of abandonment, and calling upon airlines to help them get home.
Although the news is changing minute-by-minute, consumers are looking to service providers to give them answers and solutions. Brands must be proactive with customer outreach in times of uncertainty – consumers are unlikely to forget about traumatic experiences with airlines once this all blows over.