As we welcome in spring here in the UK, the time of new beginnings and hopefully signs of optimism for us all (although I appreciate we have all been here a few times before!).
On a personal level, the kids going back to school is a huge milestone, and like many of you, I’ll be celebrating on the 8th of March! I think it’s sensible to be optimistic but also realistic about recovery times for travel as clearly there are still many unknowns. I completely agree with Boris on his statement about data and not dates driving our recovery, as I think we would all agree this stop/start approach doesn’t help anyone. However, it makes planning extremely difficult for our industry as there are still so many unknowns. Negotiating all of the air corridors and the much-needed clarity on testing and quarantine that will be required in the coming months will clearly be playing on customers minds, but none of us can doubt that strong desire and demand that exists to travel, we may sadly need a few more months of patience. Let’s all hope that the global vaccination programmes continue at pace and bring a sense of calm after such a turbulent period.
February has continued with us focusing on support and system stability. I’m pleased to announce that our system uptime was 99.63% in February and saw us resolve 552 support and maintenance tickets from the 594 raised. We also achieved our time to resolution SLA at 80.5% for closed tickets in February. We continue to place a large emphasis on customer service and would really encourage you and your staff to rate our service in Jira as you close the tickets. Our CSAT score in February was 4.1 out of 5. For any questions you have on this, please contact your Account Manager.
Our NPS survey results are also in, and I’m delighted to share that we moved our Net Promoter Score (NPS) positively by 64 points in the last 12 months, our team in APAC by an incredible +91 points. The team at Traveltek have worked incredibly hard to do this, and I shared details on how we did this in my update and thank you for your feedback last week, if you missed this communication, you can find it here. Last week, we asked for Cruise feedback as we start to look at our product rebuild, and our survey results will be ready to share with you along with our roadmap for April. Again we really do appreciate the collaboration and time you take to share this information with us.
Its been another busy month in our supplier team, we have completed the upgrade of both Paysafe and are nearly there with Cybersource payment gateways to their next required version. We are currently working on PXP financials too. Virgin Voyages and Biblio are both currently with the suppliers for testing, so we will keep you updated when we have news. Arosa is progressing, and we plan to finish resort Hoppa and Beyond the Bed, transfers upgrade to aptitude in March. Our plan in Q2 is Tradewinds voyages flat-file pricing, NCL v4 upgrade, PNR pull for Easyjet Holidays and to integrate Fastpay hotels globally. As always, this team’s demands outweigh our resource, but we are actively looking at how we can become more efficient in this area, and this will form part of our product roadmap.
If you have any questions about anything mentioned in this month’s Tektalk, please do not hesitate to contact your Account Manager, who will be happy to help.
As always, thank you for your continued support.