Fareportal Handles 65,000 Calls during Storm Jonas
CheapOair, OneTravel and other Fareportal brands serve customers non-stop during the winter storm
NEW YORK, NY – Feb 10, 2016 – Fareportal, a technology company that operates consumer travel brands CheapOair and OneTravel, today released statistics of its customer care accomplishments during the recent snowstorm Jonas during the weekend of January 22, 2016.
Although Fareportal’s corporate offices and one of the main customer call centers in New York City stood directly in the path of Jonas, a staff of nearly 3,000 people internationally was working tirelessly to support customers 24 hours a day without interruption through the entire weekend. Despite the ferocity of the storm, which caused power outages up and down the East Coast, Fareportal’s websites, call centers worldwide, and social media pages were all up and running to serve customers’ needs without interruption. With nearly 11,000 U.S. flights cancelled and about 21,000-25,000 of Fareportal’s customers affected, representatives in call centers globally fielded an approximate total of 65,000 phone calls during the weekend. Despite the heavy call volume, the average handling time was only 8-9 minutes per call and it led to an equally impressive average call abandonment rate of just 6.5 %, globally.
“On January 22, the day before the storm, while New York City and other cities and towns along the East Coast were busy readying emergency snow removal and rescue staff in anticipation of the big storm, Fareportal was forming emergency troubleshooting teams of our own and ensuring that we would have extra staff in our customer care departments,” said Ritesh Chaturbedi, general manager of global operations at Fareportal. “Throughout the entire weekend, Fareportal relayed crucial travel information, including the many flight cancellation notices, to our customers on the customer support pages, and we treated every of the 65,000 calls we received with utmost urgency. We were there for all of our customers.”
The winter snowstorm Jonas brought an average of 2 feet of snow, hurricane strength winds, and coastal flooding from Louisiana to Maine and across parts of the southern Midwest, causing upwards of $850 million worth of damage, according to The Weather Channel. The 4th largest blizzard on record, Jonas halted business and travel for a large part of the U.S., as it buried roads, railways, and runways.
Fareportal is a travel technology company that powers hybrid (online/traditional) travel agencies. Utilizing its innovative technology and company owned and operated contact centers, Fareportal has forged strong industry partnerships providing access to over 450 airlines, 150,000 hotels and 100s of car rental companies that serve millions of customers every year. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal’s airline partners can benefit from access to a broad customer base that books high-yield international travel and add-on ancillaries. To learn more, visit www.Fareportal.com.
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