Airbnb’s community support activity during COVID-19

As Airbnb community continues to face uncertainty about hosting and traveling because of COVID-19, Airbnb community support team is working around the clock to provide assistance to hosts and guests.

The quickly escalating number of travel restrictions and disease control measures has led to an unprecedented increase in call and email volume – and Airbnb is working diligently to make sure our agents are receiving updated guidance, while also safeguarding their professional and personal wellbeing. It is their commitment to providing timely, accurate and proactive support in this challenging period.

 

Airbnb has listings in more than 220 countries and regions, across more than 100,000 cities. In order to address this situation effectively, their global Community Support team has over 9,000 professionals taking calls across 11 languages and all time-zones. Airbnb support team is answering an average of 48,000 calls a day, with a peak of 55,000 calls last Thursday when new travel restrictions were announced.

To address Airbnb community’s needs quickly, we’ve rolled out “self-solve” tools and the vast majority of cancellations under our extenuating circumstances policy have been resolved automatically, with full refunds for guests. they are doubling down on these efforts, as new restrictions come into place and conditions continue to evolve, so that more eligible guests can make cancellations or alterations without having to contact support.

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