Building on its digital-first strategy, Thomas Cook (India) Limited, India’s leading omnichannel travel services company, along with its Group Company, SOTC Travel, has launched an innovative Customer Self-Service (CSS) holiday app. Available for both iOS and Android users, this app offers customers a seamless end-to-end post-booking experience, making travel planning smoother and more convenient than ever.
Transforming the Post-Booking Experience
Traditionally, the post-booking process could be time-consuming and stressful for customers, involving coordination for various elements including visas, flights, hotel vouchers, itineraries, attractions, invoices, and receipts. Recognizing these challenges, Thomas Cook India and SOTC Travel have introduced the CSS app to empower customers with a convenient, easy-to-access interface, simplifying their post-booking experience.
Key Features of the Customer Self-Service App
The Customer Self-Service app from Thomas Cook India and SOTC Travel boasts several features designed to enhance the post-booking experience:
Comprehensive Booking Details
Customers can view all aspects of their booked trips, including flights, hotel reservations, sightseeing schedules, transportation, guides, and meal preferences in one place.
Instant Accessibility
The app provides round-the-clock access from any location, ensuring that customers can manage their travel plans anytime, anywhere.
Travel Documentation
Access important travel documents such as flight tickets, visa document requirements, processing and downloadable forms, hotel vouchers, and insurance details on the go, all through the app.
Real-Time Updates
Benefit from invaluable real-time updates such as visa status trackers, weather conditions, and other critical travel information, significantly reducing turnaround time and easing travel stress.
Omnichannel Advantage
The app is channel-agnostic, meaning it is available to customers who have booked online, offline, or through a combination of both methods.
Customer Feedback and Adoption
Since its pilot launch in April 2024, the CSS app has undergone significant enhancements and currently enjoys strong customer adoption, with a 50% adoption rate. This demonstrates the app’s effectiveness and the value it brings to travelers.
Leadership Insights
Mr. Rajeev Kale, President & Country Head – Holidays, MICE, Visa, Thomas Cook (India) Limited, expressed his enthusiasm, saying, “We are consistently exploring ways to deliver a truly seamless experience for our customers. I am hence delighted with the launch of our CSS app – that empowers our customers with simplified post-booking services at their fingertips. With the festive season approaching, this launch is perfectly timed to elevate our customers’ experience for their upcoming holidays.”
Mr. Daniel D’Souza, President & Country Head – Holidays, SOTC Travel, added, “With a legacy of 75 years of being an Indian-entrepreneurial brand, SOTC believes that ‘no one understands the Indian traveler better than SOTC’. Whether customers book their trips online or through our stores, we understand that the post-booking phase can be a stressful period. Through the launch of our innovative CSS app, we look forward to providing our customers with the comfort and convenience of a smooth post-booking experience.”
Conclusion
Thomas Cook India and SOTC Travel’s Customer Self-Service app is set to transform the post-booking experience for travelers, making it more intuitive and stress-free. With its comprehensive features and real-time updates, the app ensures that all travel-related information is readily available, enhancing overall customer satisfaction. As the festive season approaches, this launch is perfectly timed to help travelers enjoy a seamless and enjoyable holiday experience.
