Dohop launches disruption recovery service for direct flights

Travel technology provider Dohop has launched a new disruption recovery service enabling OTAs, travel sellers and airlines to offer passengers rebooking support when direct flights are delayed or cancelled.

TravelSure extends the company's existing disruption protection capabilities beyond self-connecting and interline journeys, giving partners a way to support customers affected by disruption to direct flights.

The service provides proactive passenger communications, rebooking on any available carrier and recovery support when qualifying disruption occurs.

Once a delay exceeds three hours, TravelSure automatically triggers communications and customer support, allowing travellers to rebook onto the earliest convenient flight with any available airline.

Dohop also provides 24/7 multilingual human assistance to support passengers with self-service rebooking.

The launch builds on the company's ConnectSure product, which has traditionally protected passengers who miss connections on self-connecting and alternative interline journeys. ConnectSure is also now available as a standalone service for all travellers.

TravelSure and ConnectSure sit alongside Dohop's RetailConnect, which enables partners to sell multi-carrier itineraries, and BagConnect, which facilitates airside baggage transfers on interlined routes.

Dohop said the service is designed to help travel sellers reduce the operational and financial burden of disruption while protecting customer loyalty and creating an additional revenue opportunity.

Research cited by the company found that 37% of passengers who had experienced disruption were less likely to fly with the same airline again because of how the incident was handled.

"Disruption creates multiple challenges for our partners: the immediate workload of helping passengers continue their journeys, and the impact on loyalty and the commercial consequences when customers don't feel supported," said Hugh Aitken, chief operating officer at Dohop.

"TravelSure not only provides a recovery operation that takes pressure off their teams, but it also gives travel sellers a service they can earn revenue from.

“We built that capability through years of protecting self-connecting and interlined journeys with our ConnectSure product; extending it to direct flights means more of our partners' customers can benefit."

Partners can offer TravelSure during or after the booking process through a digital experience reflecting their own brand.