Traveltek is coming to you all from an unusually hot Glasgow this month! How lovely to finally see some sunshine here in the UK after the wettest May on record! For our industry, it was another very frustrating month of limited travel corridors announced on the 17th of May, which really meant only Portugal opened up for the UK market. We have seen Portugal trading as high as 167% up on 2019 booking levels, and our data definitely showed us in May for the first time that future bookings are outperforming 2019 levels. Clearly, consumers were desperate to book future holidays to look forward to. Speaking of our data, we welcomed Graham Angus to Traveltek in May as our new data analyst. Graham’s role will be to help us launch our data insights product which we have been working on for the last 18 months, so we look forward to sharing more on this in the coming months with our customers. We will share aggregated views of our booking data to help companies gain insights into the travel industry’s performance across destinations, product types, durations, average booking values etc.
On 26th / 27th May, we shared our long-awaited product roadmap with all our clients, and we were delighted to see so many companies join our first kick-off session. We hope you found the interactive session useful, and this newsletter contains a link to access the recording if you missed it. We welcome any questions you may have via our account management team, and we will share an update with you on our next product roadmap session, which we plan to run on 8th and 9th September. As we explained on this call, we have been in the process of securing additional investment from YFM, hiring the team and choosing the tools and technology to use for this next stage on our journey. These are really exciting times for Traveltek as we embark on rebuilding our products, and we look forward to working with many of our partners on helping us shape this future product set. We will be having regular product updates for all of our customers as we move forward, and we will share these dates with you in September. We will be actively working with our new developers to get the time with front line system users as we feel this is a core requirement as we move forwards with our product evolution.
As explained during our product roadmap webinar, our main focus for our existing product will be system stability. We are really pleased with our system performance over the last month. In May, 552 tickets were raised, and we resolved 543 support and maintenance tickets, so our new recruits are really helping in this area. We also achieved our time to resolution SLA at 80% for closed tickets in May. As always, 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 May was 4.4 out of 5. For any questions you have on this, please contact your account manager.
This month we will again be sending our NPS survey to all clients, and we really welcome your feedback. This will be the forth time we have run this survey. We continue to invest in our team at Traveltek to strive and improve our product and service for you. We read every piece of feedback and take action on this as a business, so please do take the time to ensure you complete this for us.
The FCA has again extended the deadline for strong customer authentication and has now moved this to March 2022. This may also be known to you as 3ds2, which we have been working on over the last 6 months with various providers. We are pleased to confirm that Cybersource and PXP are both now accredited. WorldPay is at the final stage, and we will continue to get these completed before the end of the year. We are pleased to announce that A-Rosa is now live on Traveltek and we have recently completed an upgrade to the new hotelbeds transfer API. Virgin Voyages and Biblio are still being actively worked on, as is Fastpay hotels, so we will keep you updated this month as this progresses.
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.