Salesforce
This is a reservation, reporting, and case/booking management system where the booking is housed for Viator's internal reference after it is made on the Viator website.
Salesforce
This isn't just a symbol of Paris but a symbol for all of France. Erected by Gustave Eiffel to commemorate the centennial of the French Revolution in 1889, the 1,050-foot (320-meter) tower once held the title of the world's tallest structure. This remains one of the most recognizable landmarks on the planet.
Under no circumstances should these be amended, canceled or refunded. The supplier should not be contacted for an exception. However, if there is a supplier note or if the supplier contacts us via phone, you may proceed according to their direction.
Non-Refundable Products
Death/ Hospitalization Refund Requests Received Post Travel
What is the next step if supplier denies the refund?
If the supplier rejects the refund:
Why are we prohibited from using one-click for DP cancellations or one-click amendments?
As it sends out the incorrect templates to the DP/Merchant.
This field is used to search for cases, bookings, customer names, email addresses, supplier IDs, tour code, travel agent accounts, internal knowledge base, etc.
Search Field
It has been a symbol of Rome since 80 AD, and today it’s a top monument in Italy. Some 50,000 spectators once gathered in the amphitheater’s tiered seats to watch gladiator games.
The Colosseum
Before processing the amendment, you'll want to check the product’s Booking Details. What are those?
Travel Date
Sales Type
Terms and Conditions
Availability
The Travel Date, T&C's, and timestamp of the customer's request will inform us if the amendment is possible and the Sales Type will tell us how we need to communicate the change to our customer & supplier.
If you realize you have processed a refund by mistake, what steps will you take?
Please contact an Onshore lead immediately so they can attempt to cancel/void the transaction in Braintree. If no lead is available, please escalate the case to T4.
How will you handle the situation if a DP customer reaches out to us directly to request a voucher resend for a High-Risk Product booking?
Advise the customer to contact their DP directly for their voucher
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VRS
The ______ is an inspiring symbol of American engineering, built during America’s Great Depression as the then-largest dam construction project in the world. Travelers have flocked here for decades to see picturesque views of Lake Mead and the Colorado River, and today, the dam receives more than 1 million annual visitors.
We are not contacting suppliers for this type of products. This includes inquiries, amendments, refunds, etc.
Viator Sponsored Products
What are the two pieces of information we need to confirm with the customer prior to submitting a 'Supplier no-show refund request'?
For cases where a customer is advising that a supplier has "no-showed", please first confirm with the customer that they were on time, and at the correct meeting point / pick-up location.
On a Dynamic Partner Booking, what do we do for refund denial pushbacks?
We send `DPT - Refund denied FINAL_en and then resolve.
If the booking was made through Viator, what email address will we use as the 'from' address?
customer.care@viator.com
A UNESCO World Heritage site and Antoni Gaudi’s magnum opus, is the most iconic structure in Barcelona (and the most popular, with nearly 3 million visitors per year). Construction has been ongoing for more than 130 years, and the surreal structure, with its rainbow-hued stained glass windows, is slated for completion in 2026.
Sagrada Família
What are the types of cancellation policies? Explain the policy for at least two.
Free Cancellation - Bookings may be cancelled without penalty up to 24 hours before the experience's start time
Moderate - Bookings may be cancelled without penalty up to 4 full days before the experience's start time
Strict - Bookings may be cancelled without penalty up to 7 full days before the experience's start time
Non-refundable
Cite at least three (3) scenarios where you will need to escalate a refund request.
Urgent Refunds - Escalations
The following scenarios are defined as "urgent refund escalations".
How will you address a DP’s questions about their account or their rate with Viator?
It is a distribution engine where work can be assigned to you. The work distributed can either be chat cases, email cases, or both chat and email cases.
Omni-Channel
A horseshoe-shaped, glass-bottomed bridge that juts out 70 feet (20 meters) above one of America’s most scenic sites—is not for the faint-hearted. Situated 4,000 feet (1,220 meters) above the Grand Canyon, the Skywalk offers unreal panoramic views of the West Rim and Colorado River.
The Grand Canyon Skywalk
We DO NOT want to cancel and rebook reservations that can be amended for these reasons. Specify at least one.
Space is released when the original reservation is canceled and then rejected due to no space on the new reservation.
Canceling and re-booking for amendments ties up funds for customers.
This impacts our suppliers as they are not sure why we are canceling a booking when it could have easily been amended.
Name the scenarios where we can cancel/refund the booking with full recovery from the supplier – inclusive of ASF and DP bookings.
Duplicate Bookings
Pre-Travel Deaths
Pre-Travel Hospitalization
SGESignificant global event
DP Booking
June 1 – Agent 1 submitted the refund request. There was no response from the supplier.
June 2 – Agent 2 sent the chaser email for the refund request.
June 3- still no response. What does the 3rd agent need to do?
Process the refund. DP bookings must have a final resolution WITHIN 72 hours of first contact.