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Business Update - April 2021

Pinch punch first of the month, and I’m sure you are all looking forward to a long Easter weekend break? It seems so difficult to comprehend sometimes how this has now been a year of lockdown in the UK, and it’s been surreal looking back on memories from 12 months ago when we shut offices, shops and schools and dived onto zoom. I looked back at this time last year, when my son proclaimed ‘Boris was a legend’ when he shut schools (!) With the novelty of Friday night drinks and quizzes with friends and family, little did we know just what we were all in for globally at this stage. A year on, and whilst we are all surely suffering from zoom fatigue, I know many of us are just thoroughly frustrated. The progress with our UK vaccination programme is, of course, giving us all hope. It’s encouraging to at last see the UK government working with some of our industry leaders. Still, I’m sure we would all agree that recent sensational headlines around fines for travelling are less than helpful for our industry. It has been refreshing to see how fast the travel arena in the US is recovering. That same optimism is seen within our booking stats for our global customers – 2022 is shaping up to be a brilliant year, it’s now going to come down to cash flow and which business’ can survive the rest of this year, here’s hoping next we can have clarity on the travel corridors and expected dates of the roadmap for recovery.

March has continued with us focusing on support and system stability after our AWS transition. I’m pleased to announce that our system uptime was 100% in March and saw us resolve 654 support and maintenance tickets from the 759 raised. We also achieved our time to resolution SLA at 80% of our closed tickets in March. 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 March was 4.1 out of 5. For any questions you have on this, please contact your account manager. The balance of investing time in trying to fix the recurring issues has been a focus for us, so prevention rather than cure, and we appreciate that sometimes this will mean us having to balance our resources accordingly.

As a team, we have also put a significant amount of time into the planning of our new product and infrastructure, we appreciate we haven’t been able to share much on this, but behind the scenes, we are working hard on the planning and will be able to share more details on this towards the end of the month. In line with the new build, we have been actively recruiting for many roles within our tech structure.

It’s been another busy month for our supplier team. This is an area where we balance new integrations with supporting maintenance on existing suppliers. We continue to work through all payment gateway upgrades ahead of the September deadline. Virgin Voyages and Biblio are both still progressing with delays on our partners’ side, but we are actively working together and will continue to update you. A-Rosa continues to progress well. Our plan in Q2 remains to work on Tradewinds voyages flat-file pricing, NCL v4 upgrade, PNR pull for Easyjet Holidays and to integrate Fastpay hotels globally too.

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.