Bouncing from the Covid-19 Pandemic: Response of an Online Medical Tourism Facilitator Platform.

People have increasingly engaged in medical tourism to find effective medical treatments but more economical overseas. These travellers use the service of online Medical Tourism Facilitators (MTFs) in choosing and arranging medical trips. However, the Covid-19 pandemic and the ban on international travelling disrupted travel and thus seriously affected the tourism businesses, including MTFs. Businesses need to be resilient and pivot their business models to survive and bounce back from the crisis. However, it is less clear how MTFs navigate this Covid-19 pandemic. This paper adopts a case study to explain how an online MTF platform (Dental Departures) responds to the opportunities and challenges and examines how it pivots business models.