The 20 Day Of "War Epidemic" Of Horse Nest, Chen Gang: "Danger Is Also Touchstone".

In January 20th, the great cold.

Chen Gang, co-founder and CEO of Ma cellular tourism, worked overtime in the office of the Fourth Ring Road in Northeast Beijing as usual. This is a normal working day for him.

The normal and abnormal transformation is just a flash.

At nine o'clock in the evening of January 20th, academician Zhong Nanshan confirmed in CCTV interview that there was a phenomenon of "human transmission" in the new type of coronary pneumonia. From that moment, everything changed rapidly.

More than half a month ago, the new outbreak of coronavirus pneumonia, which was poorly understood, is spreading rapidly. Tourism has become the first wave of industry that has been greatly impacted. Thousands of enterprises have experienced unprecedented survival tests during this Spring Festival. The Hornets' nest tourism is no exception.

"This is the most difficult Spring Festival I have ever experienced." Dou Bin, senior vice president of Ma cellular, said. As the epidemic continues to escalate, the epidemic prevention measures continue to be overweight, mobilized mobilized the entire company's resources, continuously released the 5 round of epidemic protection mechanism, and continuously introduced a broader coverage of emergency protection.

Every wasp man is busy and crazy. Chen Gang is no exception. In the past twenty days, he can only sleep three or four hours a day. But Chen Gang believes that "danger is also touchstone". He reveals that Hornets' nest is "eager for wisdom" and is actively seeking new solutions.

It is reported that during the epidemic, Ma beehive is the first platform for self-service unsubscribing system on line. - Gan Jun photo

Outbreak

The Spring Festival was originally one of the three most popular travel industries. Before the festival, the industry's optimism is estimated that the number of tourists will reach 450 million this Spring Festival. The major OTA platforms, travel agencies and scenic spots are ready to receive the surging crowd.

No one expected that the black swan would arrive.

In January 20th, Chen Gang was also busy with the summary of key projects and the strategic dismantling in 2020. At that time, although the media had released reports on the epidemic, the public's awareness of the epidemic was limited to prevention and control, and the vigilance was generally not high.

That day, Ma cellular tourism has begun to ask consumers about Wuhan hotel's retreat. Because the new coronavirus pneumonia had not yet been determined to be "human to human transmission", the query on Ma beehive tourism platform was mainly related to Wuhan, and most of the queries were about hotels.

Chen Gang recalled that day he was vaguely aware that the epidemic was not so simple. "At the time, a colleague was hesitant to return home with his family. I urged him to stay in Beijing for the Spring Festival." Chen Gang revealed that he had emphatically confirmed the duty on customer service, technology and other departments during the Spring Festival.

At nine o'clock in the evening of January 20th, academician Zhong Nanshan confirmed in CCTV's interview that after the phenomenon of "coronavirus" existed in the new coronavirus pneumonia, the customer service consultation volume of Ma beehive tourism platform began to break out. Since January 21st, the demand for unsubscribed Ma Ma tourism platform has suddenly increased. "At 8 p. m. on January 21st, the number of calls has exceeded 8 times that of weekdays. Even my personal letter of micro-blog is almost 20 times that of normal. Chen Gang said.

Since January 21st, Ma cellular tourism has had a deep understanding of the severity of the epidemic. Chen Gang immediately set up an emergency customer service center for emergency work. The Hornets' customer service department pushed down the original crew scheduling and began to fill the customer service line. The number of waiting lines rose from dozens to more than 100 or even 200. Ma cellular trading center, platform customer service, content center and other related business personnel all give up vacation, on-line support. Employees who have returned to their hometown have all maintained online status and strive to improve the response speed of unsubscribed demand.

During that time, the Management Committee of Ma cellular management started its executive meeting at 10 a.m. every morning. Chen Gang chaired, and the 11 point trading center, marketing department, customer service and other business departments were responsible for opening a telephone conference to synchronize the progress of consumers' unsubscribe work, and put forward problems and solve problems.

Li Xiang, the leader of Ma cellular tourism product, flew to Spain in January 20th to prepare for a vacation. But in January 21st, he began working on the emergency group on WeChat. Li Xiang recalls that on January 24th, he communicated with Chen Gang in the palace of Serbia for more than an hour. Two people basically have no feeling to greet, go straight to the theme "how to do".

The same is true for regional companies. In Ma cellular tourism Guizhou branch, some employees just recovered, and some of them were approaching the expected date of delivery, all volunteered to return to work. Some employees, because they are more exposed to the outside world everyday, simply isolate themselves and reduce their chances of contact with their families. "Some of my colleagues started working on duty a few years ago. Until today, they have been working 12-13 hours a day." Chen Gang told reporters that for the high performance customer service team, Malaysia beehive tourism issued a special reward, as we all pay for the hardships, courage and immediate incentives.

During this period, Chen Gang himself replied to most of the micro-blog's private letters, and communicated with consumers one by one. On the one hand, he helped them to handle the retreat and reform, and on the one hand, strive for their understanding and support. "Aside from the problem of unsubscribe, all kinds of pressures are coming to me. I can only keep three to four hours of sleep a day." Chen Gang said.

Behind the 5 round of epidemic protection mechanism

Many online travel platforms have careful duty schedules before the festival, which can cope with most unexpected events. But the development speed and scale of the epidemic obviously surpassed all OTA's initial anticipation.

In January 23rd, Wuhan closed the city and the city traffic was closed. On the 24 th, the Ministry of tourism announced that all team tours and machine products should be suspended. On the 26 day, outbound travel is suspended. Since January 31st, airlines in many countries have suspended Chinese routes to tighten the entry of Chinese, especially those of Hubei.

Every time the epidemic prevention and control measures are introduced, the tourism industry must renew its response measures, and every company spends all the time running at high speed.

"On 20 and 21 January, the number of customer service calls increased rapidly. At that time, the policies such as navigation have not yet come out. Even after the Civil Aviation Administration issued a policy of reform, the policy follow-up of the airline company is also delayed. Dou Bin recalled that at this time, efforts should be made to appease consumers, and on the other hand, suppliers should be contacted urgently. All management and backbone employees of the trading center ended the Spring Festival holiday at the first time and rushed back to the company.

"This is the most difficult Spring Festival I have ever experienced." Dou Bin said that in the face of this outbreak, all contingency strategies must be upgraded to full scale. "We are facing the same tremendous pressure and risks as all the travel industry colleagues."

In order to protect the rights and interests of users and alleviate the pressure of epidemic prevention and control, since January 21, 2020, Ma cellular tourism has issued five rounds of "Spring Festival" epidemic protection mechanism.

In January 21st, Ma cellular tourism launched an emergency response mechanism to provide a lossless change guarantee for destinations, such as hotels and tickets in Wuhan. All the infected persons, suspected infected persons and their colleagues who helped the new coronavirus were free to cancel all travel orders.

On the morning of January 22nd, Malaysia beehive Tourism Upgrading emergency support mechanism, trading center, platform customer service and other related business personnel all on-line support, the Wuhan destination order can be free to change the time extended to February 8th (Lantern Festival), and for the fight against epidemic frontline staff, no damage to cancel all the travel orders of Ma cellular platform.

In January 23rd, Hornets' nest responded to the relevant regulations issued by the railway departments and civil aviation departments to assist visitors in returning tickets free of charge.

In January 27th, Hornets' nest opened the "self service unsubscribed channel on the domestic hotel online", which further covered all hotels, air tickets, train tickets and tourist holiday products.

In January 29th, horse honeycomb opened the entire category of online unsubscribed channels, international hotels, international flights and other protection areas.

It is reported that during the epidemic period, Ma beehive was the first platform for self-service unsubscribing system on line, and in January 29th, the online unsubscribing channel was covered by tourism products. As of January 30th, Ma cellular tourism has already raised more than 500 million yuan for consumers' immediate refund.

It is not easy to make a decision to make a capital investment. After all, the company is just a platform company. All the passengers bought on the platform are non proprietary products, but the products of each supplier. Hornets' nest is a cushion for consumers, which is equivalent to transferring risks to themselves. Chen Gang said, "the refund is the responsibility of the tourism platform at this time."

Danger is also touchstone.

It is reported that a female customer has booked two nights hotel in Macao on the Malaysia beehive online platform, a total of 2900 yuan. Affected by the epidemic, she decided to cancel the hotel, but the supplier indicated that all the hotel charges should be deducted. After knowing the situation, the Hornets' customer service has repeatedly coordinated with the supplier 9 times, and finally persuaded the supplier to give the user a full amount of unsubscribe to protect the rights and interests of the users.

In the face of major emergencies, Hornets' nest should strive to safeguard the basic interests of users, but also actively communicate with suppliers.

"I also talked with some partners for the first time. The Spring Festival is an important tourist season in a year. Many businessmen want to start this new year as a starting point, but they never want to experience this head-on. The hope of the whole year has vanished into thin air. "Living" has become the core word at the moment. Chen Gang said.

"I can feel their hardships, and I can feel their strength and responsibility. Some businesses, even in the face of huge operating pressure, have decided to give priority to protecting the interests of consumers and spare no effort to help consumers reduce their losses. Chen Gang said these partners made him feel admirable.

It is reported that in the early days of the outbreak, Ma cellular tourism has sent a letter to the platform supplier, asking partners and Ma beehive to work together to provide users with the best policy guarantee to tide over this difficulty. Suppliers' feedback is also positive and positive.

In order to help tourism online platform businesses, there are more forces to influence their upstream and downstream supply chain, and in order to help Chinese tourists to gain more rights and interests, in January 27th, a number of tourism enterprises such as tuniu.com, donkey Mama travel network and CYTS travel network jointly launched an initiative to overseas suppliers of the whole industry, calling on partners to gather the strength of the whole industry. Together, it provides a more favorable policy for Chinese tourists to withdraw from reform.

The epidemic has brought the whole tourism industry to a standstill. "How long the impact will last is hard to predict at the moment. But we judge that the epidemic will cause heavy casualties to many service industries, including tourism and catering. Chen Gang said that the tourism industry involves a wide range of complex chains, involving not only transportation, accommodation, visas, group tours, local amusement, destination cars, and many other products, but also involves many domestic and international hotels, land acquisition agencies, and mass organizations.

He said frankly that online travel platform as the frontline of service consumers needs to face not only the huge pressure of customer complaints, but also the cash flow pressure caused by advance refund. For railways, air services, hotels, travel agencies, scenic spots and so on, they will be faced with direct pressure from the loss of reform, the reduction of demand and even the closure of business, which will challenge the ability of tourism enterprises to resist risks.

But "danger is also the touchstone." Chen Gang told reporters that during the outbreak, the combat effectiveness and service ability of the tourism enterprise team were improved and improved. During the period of not being open for the time being, tourism companies can not only concentrate on dealing with the relevant guarantee work during the epidemic period, but also seize this good opportunity to continue to deepen the content. Through big data, we can get a thorough understanding of the travel needs of young users and provide users with personalized, diversified, high-quality Raiders and the ultimate travel products. "After the" cloud travel "during the epidemic period, we believe that the platform will usher in a rebound in tourism demand. Chen Gang said.

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