Airlines Reporting Corp. (ARC) has processed more than $1 billion in airline cash refunds to US travel agencies amid the COVID-19 pandemic. For the period from March 9 to July 12, over
$745 million in refunds was paid in cash, with the remainder applied as credit toward agency sales. This represents a 558% increase in cash refund volume compared with the same period in 2019. When refund volume began to outpace sales volume for travel agencies due to COVID-19, ARC adapted its settlement schedule and processes to ensure timely, complete payment for all refunds processed through ARC. Lauri Reishus, COO, said that in a time of unprecedented refund activity facing the travel community, “we had to ensure ARC’s systems could continue to support reliable, timely refund payments for our customers.” Jeanine Hankinson, managing director of operations and customer experience, said that though airlines and agencies are both struggling, “they are committed to maintaining positive relationships with one another.”