Building momentum on its digital-first strategy, Thomas Cook (India) Limited - India’s leading omnichannel travel services company and its Group Company, SOTC Travel, have launched a Customer Self-Service (CSS) holiday app. Available for both iOS and Android users, the app offers customers a seamless end-to-end post-booking experience.
Traditionally, the post booking process was time-consuming and stressful for customers – involving coordinating for various elements including visas (getting details on documents required, visa forms, processing time and tracking), flights, hotel vouchers, itinerary, attractions, invoices and receipts. Hence, Thomas Cook and SOTC’s innovative CSS app will now serve to empower customers with a convenient, easy-to-access interface - making their post-booking experience simple and intuitive.
Having piloted the CSS app in April 2024, the app has seen significant enhancements and currently enjoys a strong customer adoption of 50%.
Key features of the Customer Self-Service app:
- Comprehensive Booking Details: Customers can view all aspects of their booked trips, including flights, hotel reservations, sightseeing schedules, transportation, guides, and meal preferences
- Instant Accessibility: Round-the-clock access from any location
- Travel Documentation: Customers can now access important travel documents such as flight tickets, visa document requirements, process and downloadable forms, hotel vouchers, and insurance details on the go
- Real-Time Updates: invaluable visa status tracker, updates on weather conditions and other critical travel information significantly reducing the turnaround time for customers
- Omnichannel advantage: The app is channel agnostic and hence available to customers who have booked online, offline or a combination thereof
Rajeev Kale, president & country head – Holidays, MICE, Visa, Thomas Cook (India) Limited said: “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.”
Daniel D’Souza, president & country head - Holidays, SOTC Travel said: “With a legacy of 75 years of being an Indian-entrepreneurial brand, SOTC believes that ‘no one understands the Indian traveller 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.”
