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30,000 Views And Rising: CATO Refunds & Credits Video Nails The Issue

It's only been a week, but already, CATO's honest explainer video to help consumers better understand how the industry works and the challenge with credits and refunds has notched up 30,000 views across YouTube and Facebook. And it's still going strong.

It’s only been a week, but already, CATO’s honest explainer video to help consumers better understand how the industry works and the challenge with credits and refunds has notched up 30,000 views across YouTube and Facebook. And it’s still going strong.

The Council of Australian Tour Operators (CATO) explainer video launched last week and hosted by CATO Chairman Dennis Bunnik was created in response to highly publicised consumer frustration about the process of travel credits and refunds.

The video is an educational tool for agents to help shed some light on the complicated situation by sharing with their clients.

The hope was that the video would provide consumers with a greater understanding of the processes and systems behind the scenes that the industry is tackling to unravel the millions of holiday bookings that have had to be cancelled due to COVID-19.

A week later and the video has notched up 30,000 videos across YouTube and Facebook with agents across the nation sharing out the video and generating an overwhelming amount of positive feedback.

Check out these stats.

  • Almost 200 shares via Facebook and almost 250 shares via YouTube
  • Numerous travel agents and tour operators & wholesalers have shared it in their newsletters and with their clients.
  • 99% positive response rate across all channels.
  • The video was also picked up by consumer press on the West Australian and
  • The story was also featured on ABC Radio ADL

After posting the story on our Karryon Facebook page, and Together In Travel closed Facebook Group page, we had a massive response with so many of you sharing the love for a message that was so needed.

REFUNDS AND CREDITS EXPLAINED: CATO’s Chair, Dennis Bunnik tackles important questions around the complexities of the travel and tourism ‘ecosystem’ for everyone.

Posted by KARRYON on Wednesday, May 27, 2020

David van der Meer (Aka Sebastian’s Travel Gossip) said “So good! Have attached video to my email signature. Thanks, Dennis.”

While agent Renee Barton said “I can’t get enough of this. It’s brilliant.”

Yolanda Schreij said “Awesome video, have shared it on Facebook. The more people that see this the better!”

And finally, agent Anne Ford said “Great stuff Dennis and many thanks – clear communication that covers pretty much everything that people want/need to know at the moment.”

Bunnik ends the video with a positive message of teamwork saying “let’s get through this and support each other the same way Australians have always supported their mates, each other, through tough times.”

“We are on your side in this. We understand it’s difficult and we’re all finding ourselves in a position at the moment that we don’t want to be in.”

Dennis Bunnik, CATO’s Chair

The hope now is that we see more of these kinds of messages and marketing tools being created to help galvanise the industry and collectively move forward.

Because, after all this, with a little teamwork and compassion, the travel industry will come out far better and stronger in the end.

The video has since been cut into two shorter videos (one on credits v refunds and one on refund delays) and these have now been uploaded on the ATAS COVID Q&A website for consumers.

Find out more:

The Council of Australian Tour Operators (CATO) represents the land supply sector of the Australian travel agencies. Its members, who include tour operators, wholesalers, and destination experts, create, supply and deliver the travel products sold online and through travel agencies.

READ: Post-Pandemic Planning: 7 Reasons Why Using An Agent Should Be The ‘New Normal’