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2020 08 07

Novaturas Group strengthens its position in customer service

The leading tour operator in the Baltic States Novaturas Group strengthens its relations with customers and takes over the core business of its subsidiary “Sofa Travel“. This decision enables the Compay to centralize customer service processes, make them more efficient and improve customer experience. The process itself will not affect the clients.

Centralization of customer service processes is one of the planned steps to make Company's own sales channels more effective. According to the Company, it will help to adapt to the newly forming traveling habits, improve the experience of the travelers, maintain high standards of services provided and strengthen Novaturas brand. It is planned that the centralization of customer service processes will also optimize the expenditures.

"Today direct contact with the travelers and securing their trust is more important than ever. Safe, comfortable traveling, strengthening the experience of our customers are our top priority goals while taking over „Sofa Travel“ core business to Novaturas Group. We aim to reinforce Novaturas position in the customer service segment. This is a part of our long-term strategy targeted to strengthen our market leader's position,” says Audronė Keinytė, Head of Novaturas Group.

The process of taking over the busness will not affect the clients

After the main activities of „Sofa Travel“ are transferred to Novaturas, the Company will ensure further fulfillment of contracts and obligations. The processes are planned to be completed during the next upcoming months and it will not affect „Sofa Travel“ clients.

„After Novaturas takes over current „Sofa Travel“ responsibilities, we will ensure smooth business continuity. All our travelers will be served in the same customer service offices and they will be consulted by the same experienced and professional travel agents,” comments Živilė Kaselienė, Head of „Sofa Travel“.

„Sofa Travel“ (Aviaturas ir partneriai, JSC) - a subsidiary of the Company, has been operating in Lithuania since 1997. The Company is accredited member of the International Air Transport Association (IATA). „Sofa Travel“ has its customer service offices in the main cities of Lithuania (Vilnius, Kaunas and Klaipėda) and digital sales channels. Last year „Sofa Travel“ served almost 12,000 customers, with an annual turnover of more than 1.2 million. The company has 17 employees