Thomas Cook (India) Limited and SOTC Travel have launched a Customer Self-Service (CSS) app for iOS and Android, enhancing the post-booking experience. This app simplifies tasks such as visa coordination, flight details, and hotel vouchers, offering a user-friendly interface. Since its pilot in April 2024, the app has seen strong adoption, with 50% of customers already using it.
The Customer Self-Service app offers several key features to enhance the travel experience. It provides comprehensive booking details, allowing users to view all aspects of their trip, including flights, hotel reservations, sightseeing schedules, transportation, guides, and meal preferences.
The app ensures instant accessibility, giving customers round-the-clock access to their information from any location. Users can also access important travel documents such as flight tickets, visa requirements, hotel vouchers, and insurance details on the go.
Real-time updates keep travelers informed with a visa status tracker, weather conditions, and other critical travel information, significantly reducing turnaround time. Additionally, the app supports an omnichannel advantage, being available to customers regardless of whether they booked online, offline, or through a combination of both.
Mr. Rajeev Kale, President & Country Head – Holidays, MICE, Visa at Thomas Cook (India) Limited, commented, “We are always seeking ways to provide a seamless experience for our customers. I’m thrilled with the launch of our CSS app, which simplifies post-booking services and puts convenience at our customers’ fingertips. With the festive season approaching, this launch is perfectly timed to enhance our customers’ experience for their upcoming holidays.”
Mr. Daniel D’Souza, President & Country Head – Holidays at SOTC Travel, added, “With 75 years of legacy as an Indian-entrepreneurial brand, SOTC prides itself on understanding the Indian traveler better than anyone. We recognize that the post-booking phase can be stressful, whether bookings are made online or through our stores. Our new CSS app aims to provide a smooth and convenient post-booking experience for our customers.”