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Last week, Trip.com Group launches its 2021 Environmental, Social and Governance report, highlighting the key developments we made as a business last year across these three vitally important areas. From joining with leading travel companies, as a Founding Partner of Travalyst, to explore transformative ways to protect people and places, to announcing our Rural Revitalization Plan, not to mention our investment of RMB 1 million to support female employees' welfare, there are plenty of exciting developments that are driving the Trip.com Group business forward positively and proactively. For more information, or to read the report in full, click below news link.
Recently, our UK team was involved in a charity event with Just a Drop, an international development charity that brings communities much needed safe water and sanitation. During the pandemic, the work of Just a Drop became even more crucial as protecting communities from the virus became its top priority. The charity helped safeguard the lives of many by producing and handing out educational leaflets about the dangers of COVID-19, as well as providing handwashing facilities at local markets, so they could remain open and continue to feed the community. Just a Drop has had close ties to the travel industry for more than 20 years and is currently the official sponsor of the World Travel Market. As travel begins to emerge from the pandemic, Just a Drop recently launched its Back With A Splash campaign to help raise funds for its amazing work. Our UK team was proud to be involved in Back With A Splash and to support Just a Drop in making improvements to the living conditions of those in some of the world’s most deprived areas.
As the pandemic hit and travelers needed support, our Customer Service teams jumped into action. At the beginning of 2020, the volume of customer requests received by Trip.com Group soared to 10 times pre-pandemic levels. Meanwhile, the traveler issues that our Customer Service agents and chatbots handled were more complicated than ever. Faced with all of these challenges, our customer satisfaction rate stands at an average level of 90% in 2021. The driving force behind our Customer Service has undoubtedly been our technology; enabling us to rise to the challenge delivering efficient and wholesome customer service experiences.
Trip.com Group, a leading global travel services provider, has announced it will implement a global hybrid work model where employees will be given the option to work remotely on certain days each week from March 1st. With the launch of this new policy, Trip.com Group will become the first internet company in mainland China to implement a comprehensive proactive hybrid work model.
Trip.com Group has shown its commitment to equal opportunity for women and championing female leadership in its recruitment and promotion of female staff. Today, women make up more than half of Trip.com Group employees, far exceeding the average for tech companies, with women holding 43% of mid-level management positions and nearly one-third of management at VP-level and above. The travel Group’s data also shows that in 2021 half of new employees joining Trip.com Group were women; and an equal number of women and men were promoted last year.
