Com log Jeopardy

Abbreviations

100

What is the abbreviation for "Called In" 

CI 

200

What is the abbreviation for leaving a voicemail 

LVM 

300

What is the abbreviation for putting in a fly together request? 

FTR 

400

What is the abbreviation for called out and spoke with traveler? 

CO / SW 

500

What is the abbreviation for the following?

1. Travel Protection

2. Over budget costs

3. Cancellation

4. Automatic Payment Plan 

1. TP

2. OB

3. CAX

4. APP 

Com log Best Practices

100

What is the purpose of comlogging? 

Scannable story line of the customer's interaction with us. Objective is for a TC to get quickly up to date with history of account /most recent requests 

200

List 3 important things that are important to comlog 

1. If you gave the traveler a deadline or time to get back to you by 

2. Flight OB costs 

3. Room Upgrade Approval/Denial and/or when the request was submitted 

300

When adding an STR request, what is important for the comlog? 

1. The initial customer request receipt 

2. The email confirmation you send to the customer 

400

When T-parting between fiscal years, name just ONE thing that is important to have in the comlog? 

What would you use as a topic for someone who is asking about tparting, vs. someone who just tparted? 

The number of T-Parts left if they have Travel Protection 

TPART INQ 

TPART 

500

What should you do if an email exceeds the character amount of the com log?

BONUS: 

What would you use as a topic for a lengthy feedback email at the end of a trip? 

You should attach the email communication as an attachment to the comlog, and use the comlog to highlight the important pieces of the convo 

BONUS: 

On/Post Tour Issues 

Com log Topics

100

What would you use as a topic for someone who you sell Travel Protection to but they don't purchase it? 

Coverage-No Purchase 

200

What do you use as a topic for someone who calls in upset about their flight itinerary when they get it released 30 DPD?

Flights 

300

What would you use as a topic for someone who just booked and is wanting to check on the status of their application? 

Enrollment 

400

What would you use as a comlog topic when giving someone a feedback call post tour? 

Welcome Call 

500

What would you use as a comlog topic for someone who wants to know when their next APP is withdrawing? 

BONUS: What would you use as a topic for someone who you send a visa letter to? 

MPP Inquiry 

Bonus: 

VISA LETTER

Write this Com log

100

Kendall Jenner's mom, Kris Jenner, called in and spoke to Ryan to get more information about her trip. She started off by adding all the optional excursions, making the payment for them, and asked if Kendall should bring her Berkin bag to tour 

Topic: Optional 

Comlog: 

-pax mom CI and added all optionals & took payment

-went over general expectation setting. Let her know not to bring Berkin bag on tour 

200

Traveler, Drake, called in at 101 dpd and spoke to Colin about  adding an STR to Ibiza after his trip. He wanted to know what he would be responsible for while he was traveling solo. Drake asked if he could get on the transfer from the hotel back to the airport, but Colin told him that is not included if he extends his stay. 

Topic: STR 

Comlog:  

-CI to add STR over the phone. Went over general expectation setting of STR

-let him know airport transfer not included at end of tour

300

At 45 dpd, all three members of Migos called in and spoke to KB on the phone. They were very adamant on flying together. They also had a strong desire to fly out of JFK. KB told them that the deadline to add specific requests was at 99 days prior to departure, but that she would reach out to my flights team to see if there would be a cost to get them all flying together out of JFK at this time. They are really nervous flyers and were very grateful for reaching out to flights 

Topic: Flights 

Comlog:

-pax and friends CI together to request FTR out of JFK

-emailed flights to see if there would be a cost to fly together at this time 

(attached email to flights with all the names of travelers asking about OB cost getting them on same itinerary, and JFK airport) 

400

Cardi B called in and spoke to Britney about being withdrawn from APP. She just released her new album and has a lot of money, so it makes more sense for her to pay in full instead of doing the automatic payment plan. Brit let Cardi know it was actually $50 more expensive to do the manual payment plan, but Cardi didn't care. 

Topic: MPP Opt Out 

Com log: 

-pax CI to get withdrawn from APP 

-let her know deadline to PIF 

500

Beyonce called in at 71 dpd and spoke to Grace about upgrading her room with her husband, Jay-Z. This trip was going to be their honeymoon and it is very important they room together. She thought they submitted the upgrade request when they signed up, but just noticed they didn't. Grace set expectations about room upgrades being request only. She submitted the request and let them know she would get back to them within 5-7 business days. 

Topic: OPS REQUEST 

Com log:

-pax CI wanting to upgrade to double with her husband

-added upgrades to each account and submitted double upgrade request 

-let her know it was request basis only and possibility of getting denied 

-Will let her know once we have more information