The last few weeks have been unprecedented, with the COVID-19 crisis affecting the lives and livelihoods of millions of people, as well as having a huge impact on the travel, tourism and hospitality industry.
I have recorded a short video message for all Tripadvisor partners below that I hope you are able to find a few minutes to watch. I am not normally one to talk in front of a camera (I’m the first to admit it doesn’t come naturally to me) but these are not normal times. I felt it was important for me to reach out to you personally. You can also read the full message below.
We are determined to support you through this extraordinary time so that when travelers and diners once again are able to visit the world, we are there for them. Across all sectors of tourism, our teams will be in touch to share more details and updates as we have them. Please look out for additional communications from Tripadvisor in the coming days.
CEO and Co-founder Tripadvisor
Hello. My name is Steve Kaufer. I am the CEO and co-founder of Tripadvisor. I want to take a moment to talk to you – the 8 million-plus businesses listed on our platform.
Across the globe, these are unbelievable times we’re living in as we try to navigate through this pandemic.
Most importantly, we hope you all stay safe.
Take seriously the recommendations of your local health authorities and ensure your employees are doing the same.
I know this isn’t always easy, especially for an industry that is built on bringing people together, but the more diligent we are now, the sooner we can defeat this virus.
I know many of us across the travel and tourism industry are also feeling anxious about our businesses and the overall health of the economy.
I can only imagine how this is impacting you, your families, your business, your customers and your employees. I — like you — have seen the empty piazzas in Italy and empty streets in cities around the world and have wondered aloud: How do we get to the other side of this crisis?
Certainly, today’s crisis is different from anything the travel and tourism industry has seen in our lifetime.
While no one knows when this will end, the one thing I am confident in is that — yes, people will travel again.
Customers will walk through your doors again. They will book reservations again. Get on planes, trains and hop in their cars again. Dine out again.
Tourism will rebound.
But to get through this as an industry, to get to the other side of this crisis, we must come together. So what steps are we taking at Tripadvisor?
We have instructed nearly all of our global employees to work from home. For many of us, this has meant adapting to a new way of working, but I am proud to say our employees have risen to the challenge.
We are also taking appropriate action to reduce expenses. For instance, I am personally taking no salary for the remainder of 2020—just one of many steps taken to help Tripadvisor weather this storm.
Despite these changes to the ways we are operating the business, I’m confident Tripadvisor will continue to deliver the level of service you expect from us.
We are determined to do everything we can to support you through this extraordinary and unprecedented time.
So I have asked our teams to think creatively about how Tripadvisor can support all of our partners, across every area of the business and every category of travel.
First, we’re actively encouraging governments across the globe to support public policies that help protect the travel, tourism and hospitality sectors—including businesses and workers impacted by the downturn.
We are standing shoulder-to-shoulder with others in the industry and making a united case for urgent government action.
Second, we know that travel restrictions have had a severe impact on ALL of your businesses. For some, local restrictions have meant that you have had to close your business entirely.
I want you to know that we are taking a fresh look at our suite of paid subscription and media products in order to identify how we can ease the financial strain on the most impacted businesses at this time.
We’ll be sharing more details with businesses soon, so please look out for additional and frequent communications from Tripadvisor with more details.
Within the wider Tripadvisor Media Group, our subsidiary brands—including Viator, TheFork and CruiseCritic—are working around the clock to be of assistance to your business.
Third, let’s take a deep dive in one sector in particular. If you own, operate or work at one of the five million restaurants featured on Tripadvisor, please know that we are exploring what we can do to encourage diners to support your business:
In places where folks are being advised to stay at home, we want to showcase the take-away or delivery options that are available to them on our platform so that you can continue to serve your customers, both loyal and new.
For those of you unable to provide a delivery service, we are exploring other ways in which we can encourage and enable your loyal customers to support your business during this time—like with gift card purchases.
Across all sectors of tourism, our teams will be in touch to share more details and updates as we have them. Please look for additional communications from Tripadvisor.
Let me finish by saying this: I know it is tough out there. I know many of you are worried. Stay healthy, and focus on the things you can control. We will get through this.
We — like you — are working hard, adapting our approach in response to the continuously changing developments around the globe. And we are putting plans in place to be ready for when the recovery happens.
When the time comes, people will dine out and travel again. When they do, Tripadvisor will be there to guide them to your door.
Thank you for your time.