{"id":172224,"date":"2025-01-13T06:15:11","date_gmt":"2025-01-13T06:15:11","guid":{"rendered":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/enhancing-service-quality-for-fintech-company-2\/"},"modified":"2025-01-13T07:14:05","modified_gmt":"2025-01-13T07:14:05","slug":"revolutionizing-refunds-for-ota","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/revolutionizing-refunds-for-ota\/","title":{"rendered":"Revolutionizing Refunds for OTA"},"content":{"rendered":"
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Revolutionizing Refunds for a Leading American Online Travel Agency Through Automation<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
\"Image\"<\/span><\/i>Download<\/a><\/div>
We helped a global OTA with an end-to-end automation solution to streamline their refund process, ensuring accuracy, tax compliance, risk mitigation, and enhanced operational efficiency. They experienced 99.9% accuracy, 96.4% time reduction, 98% customer satisfaction, $30,000 monthly savings, and eliminated penalties, transforming the refund process into a competitive advantage.<\/div>

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About the Client<\/h1>\nThe client is a leading US-based global online travel management, corporate card, and expense management company.<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\nThe client faced inefficiencies in its manual refund process, leading to 10-20 minute handling times, frequent errors in fare rule interpretation, and incorrect refund calculations. They faced issues such as managing complex fare types, adapting to airline directives, and complying with regulations, resulting in customer dissatisfaction, resource strain, and costly ADMs.<\/span><\/div><\/div><\/div><\/div><\/div><\/div>
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100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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Business Solution <\/h1>\n

IGT Solutions implemented a tailored end-to-end automation solution, streamlining the OTA's refund process from PNR retrieval to invoicing.<\/p>\n\n