MISROUTE GUIDANCE
Cases misrouted as PRI but are Basic cases
-MISROUTE
-Escalation to the group
-Misroute case, multi case...NO SEQUENTIAL
Can you include value-adds, rate plans or other attributes as custom text label (room name)?
NO
Partner Growth & Agility (PGA)
PGA - ___A____ (previously known as CAT)
A: Agile Team
"I'm gonna pop some tags, only got twenty dollars in my pocket."
Song & Singer
"Thrift Shop" by Macklemore
Case origin INTERNAL or “contact
us” as Finance Advanced or PRI but
are Basic cases
MISROUTE
TRUE
KB Handle an inactive property with an existing Expedia ID
Can you create a room with the following overrided name "Double room with Jacuzzi"?
No, J a c u z z i c a n ’ t b e u s e d a s i t ’ s a b r a n d e d n a m e
During the onboarding, LSAs are responsible for helping partners with questions about the onboarding process. Therefore, you should help redirect calls or emails to the relevant onboarding team if the onboarding is in progress.
So you should...
Step 1: chatter the request with the case owner's name tagged in on their Property Setup case.
Step 2: Link the Property Setup case as a parent case and close dupe your case.
According to the National Gardening Association, far and away the most common food grown in home gardens is what Caprese salad ingredient?
Tomatoes
Case misrouted to internal team when case was previously closed
-Internal Associate uses Multi-Case option in CMUI to create new case for self
-Closes misrouted case as Duplicate
-Escalate to the group
In which countries is there no relocation invoice issued?
Brazil and Cuba
Deleting an occupancy level for a rate plan that has a rate plan linkage will also delete the occupancy levels for child linked rate plans
YES
Property is requesting to contact the guest to confirm if they are going to arrive or to confirm a no-show.
What should you do?
Ask the partner to self-serve by using the Message Center in Partner Central or the attached booking contact details and close your case
What was the first book ever ordered on Amazon?
A: Don Quixote
B: The Bible
C: Fluid Concepts and Creative Analogies: Computer Models of the Fundamental Mechanisms of Thought
C: Fluid Concepts and Creative Analogies: Computer Models of the Fundamental Mechanisms of Thought
Case misrouted with high AHT
-Escalate to the group.
-We work the case, and we take the AHT
Can a property from Argentina have as currency ARS and work in EFT?
NO
ARS is EVC Only
MANAGED PROMOTION:
If the case has the option “Requester will own the response” selected, the MM / PSA is expected to ____A____ .
- A: attach written approval from the partner to the case.
New Card Security Code (CSC) Fraud Rule for Virtual Cards
How will we know the partner has entered the incorrect CVV/ CSC?
If partners enter the wrong CVV, the decline code A-24 will appear in Partner Central and EVC Admin Tools.
What was the first non-English language movie to win Best Picture at the Oscars?
Parasite
Sequential case (PRI or T2) with a parent case open
-Close your case as duplicated
-Indicate in comments why you are closing it
-Escalate it to the group
Expedia Group doesn't collect mandatory Value Added Tax (VAT) on bookings for __A____, Chilean, Ecuadoran, Peruvian, ___B____, Bolivian, and Uruguayan properties. Guests are expected to pay the VAT directly ____C_____ .
The guest needs to prove a _____D______ .
A: Colombian
B: Argentinian
C: to the property
D: residency document
Identify and process a Content Promotion Request (Special Deal):
How do we misroute the case?
Topic and Subtopic
EVC reissue requests from 3rd party revenue recovery companies:
For third-party revenue recovery companies requesting the reissuance of multiple active cards that are still within 180 days of the check-out date, .....
...,send them an email using the template EN - EVC - Pushback to Revenue Recovery Company from the *EVC folder to encourage self-service.
What was the first fruit to be eaten on the Moon?
A peach