TRAVELOKA PR CRISIS MANAGEMENT IN DEALING WITH CUSTOMER COMPLAINTS REGARDING REFUND PERIOD APRIL 2020 – DECEMBER 2020

Abstract

A crisis in an organization is a common thing. Preparedness and strategies are needed in dealing with crises so that the reputation of the organization does not deteriorate in the eyes of the public. The PSBB (Large scale social restrictions) faced by Indonesia in 2020 greatly afects the tourism industry. Traveloka is facing a crisis where the refund process is very slow. Traveloka responds to customer complaints on Instagram and Twitter using a statement template. This slow refund process was reported by the mass media. This study uses Situational Crisis Communication Theory (SCCT) as a reference.