Helping our customers during this time.
April 16, 2020
COVID-19 has brought new and immense pressures to our personal and professional lives. It is also testing industries and the organisations operating within them like never before.
As one of the largest industries worldwide, travel and tourism has been hit hard. Many airlines have been grounded, hotel rooms left unoccupied, employees’ jobs lost or furloughed, and millions of travellers advised by governments to only undertake essential travel.
At eNett, we’ve seen our revenue hit, as well as an exponential rise in refunds and chargebacks.
Our customers will know that customer experience has always been at the core of everything we do. So too has providing an exceptional employee experience. Therefore, in-line with government guidelines, and to protect the health, wellbeing and safety of our staff and their families, all eNett employees are working from home for the foreseeable future.
While we may be working remotely, our team remains united in doing all that we can to support our customers during this time of uncertainty. We are continuously evaluating and enhancing our systems and processes to assist our customers as best we can.
Here are just some of the things we are doing in response to COVID-19 to support our customers:
- Since COVID-19 hit we have supported the refund of hundreds-of-millions of dollars of pre-paid travel, including hotels and air travel to most of our customers from over 50,000 merchants, in over 150 countries. This will help them pass reimbursed funds back to their own end-traveller customers in a timely manner.
- We are currently efficiently processing chargebacks from travel merchants who couldn’t deliver the service bought due to the due to the COVID-19 crisis. As well as against some travel companies insolvencies that have occurred as result of the pandemic; including returning funds following the administration of airline ‘Flybe’ in March.
- Additionally, we have reallocated some of our team resources to increase the capacity of our disputes team as they guide our customers through the dispute resolution process should they be unable to reclaim funds through card cancellations and refunds.
- Although working entirely from home, our technology team continues to update our platform fortnightly, so our customers can be safe in the knowledge that they always have access to the latest improvements – no matter the current situation.
- We are also fast-tracking projects to help our customers at this critical time, including chargeback automation projects and other back office efficiency initiatives to support reconciliation, refunds, forex management and funding.
- Our IT security team is also working around the clock to ensure our platform and customers are protected during a time when we recognise the industry may be more vulnerable to fraud.
We are monitoring COVID-19 developments closely and will provide updates as appropriate. We hope to make this challenging time a little easier for our customers and want to reassure them that eNett is well structured to provide them with the support and experience they are used to through this time of uncertainty and beyond.
Anthony Hynes, CEO and MD, eNett International
ENDS
