Building on its digital-first strategy, Thomas Cook (India) Limited, a leading omnichannel travel services company, and its Group Company, SOTC Travel, introduced a Customer Self-Service (CSS) holiday app. This app, available for iOS and Android users, provides customers with a smooth and complete post-booking experience.
Previously, the post-booking process was often time-consuming and stressful for customers, requiring coordination of various aspects like visas, flights, hotel vouchers, itineraries, attractions, invoices, and receipts. To address this, Thomas Cook and SOTC developed the CSS app, which offers customers a convenient and easy-to-use interface, simplifying the post-booking process.
After piloting the CSS app in April 2024, it has undergone significant enhancements and now boasts a strong customer adoption rate of 50%.
Mr. 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.”
Mr. 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.”
