The Essentials of Refund Protect

In one of our latest episodes of Live with Sondra, we welcomed Morgan Abney, Director of Strategic Partnerships – Theme Parks & Attractions at Protect Group, one of our key partners. The discussion centered on their Refund Protect service, designed to offer guests peace of mind when purchasing tickets for attractions.

Morgan’s Insights

Morgan Abney discussed how Refund Protect not only enhances customer experience but also provides a revenue opportunity for attractions. It encourages advance ticket purchases and helps manage chargeback risks, thus benefiting both parks and guests.

Key Insights:

• The Evolution of Customer Expectations: The pandemic has shifted consumer expectations, driving demand for more flexibility and rights regarding refunds and cancellations. Options like Refund Protect cater to this new customer expectation.
• Comparison to Traditional Insurance: Unlike traditional insurance with strict terms, Refund Protect offers personalized customer service and greater flexibility in granting refunds, making it a more customer-friendly option.
• Customer Experience and Revenue: Refund Protect not only enhances customer satisfaction but also provides a revenue opportunity for attractions. It allows attractions to maintain revenue while offering a valuable service to guests.
• Ease of Refunds: Refund Protect simplifies the refund process by allowing customers to apply for refunds through a pre-populated form in their booking confirmation email, reducing the burden on customer service teams.
• Cost-Free for Parks: Implementing Refund Protect incurs no cost for parks. Instead, it generates additional revenue and enhances customer satisfaction without any financial burden on the parks.

Notable Quotes:

• “COVID kind of changed the perspective of everybody in the world. We went through a global epidemic that affected us and the way that we view things and how businesses view their buyers.” – Morgan Abney
• “Customers now see that they feel like they have more rights. They should have more rights. Businesses should give them the ability to have an option to get a refund or to protect themselves in the event that they can’t go.” – Morgan Abney
• “The way that our product works is the customer pays a little bit of extra money, they get the opportunity for a full refund, and then we refund the customer on behalf of the theme park.” – Morgan Abney
• “When a customer has that peace of mind, we will see advance purchases more. It creates peace of mind, especially making plans involving families.” – Morgan Abney
• “It doesn’t cost the parks any money. This is the best part is it’s a partnership and it’s only generating revenue.” – Morgan Abney

Protect Group’s Approach

Protect Group’s Refund Protect service stands out by offering personalized customer service and greater flexibility compared to traditional insurance policies. It simplifies the refund process, automates operations, and does not impose financial burdens on parks.

Morgan’s Preferences and Technology

Morgan emphasized the importance of adapting to modern consumer expectations by providing flexibility in refunds. Refund Protect’s automation streamlines the refund process, allowing parks to focus on delivering exceptional guest experiences.

Sondra’s Perspective

Sondra values the innovative approach of Refund Protect, noting its potential to significantly enhance guest satisfaction and operational efficiency for attractions. The service’s ability to manage refunds smoothly and boost revenue aligns well with the evolving demands of the industry.

Improving Guest Experience

Refund Protect improves the guest experience by offering peace of mind and flexibility, making it easier for customers to plan their visits and secure their purchases. This approach helps build trust and encourages repeat business.

Creating Memories and Guest-Centric Culture

Morgan highlighted how Refund Protect contributes to a positive guest experience by protecting all items in the cart and simplifying the refund process. This focus on customer-centric solutions helps create memorable and satisfying visits.

Our Clients’ Guests’ Appreciation and Value

The partnership with Protect Group enhances the value for Gatemaster’s guests by providing flexible refund options and ensuring a hassle-free process. This collaboration reflects Gatemaster’s commitment to improving customer satisfaction.

Connecting with the Speakers

For those wanting to connect with our special guest, you can find their LinkedIn profiles below. For those interested in exploring how Gatemaster Technology’s all-in-one attraction management suite can enhance your attraction’s ticketing or POS systems, a discovery call with one of our “TechXperts” is just a click away.