Travel credits are not new, but airlines have not invested in great solutions for managing them — internally for themselves or for the sake of their customers. Historically, small volumes of travel credits combined with their minimal impact on the customer experience (CX) often didn’t require them. But due to the sheer volume of credits issued during COVID-19, travel credits have emerged as an issue for just about every airline. By the end of 2021, airlines issued or continued to owe customers roughly $20 billion in credits or refunds — with a 5000% increase in customer
complaints compared to 2019.
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