Transfer
What tool can we use to Amend/Cancel the transfer for the guest?
JIRA
If the excursion is within 24 hours, we can cancel the excursion, and it will be refunded.
FALSE
What is the best course of action if the customer reports delayed luggage on the day of arrival?
Ask the customer to report to the Lost&Found at the airport, provide us with the PIR and compensate the customer with 100GBP Per bag Per person
Can we add two resolutions to the same subcase?
TRUE
How much is your empowerment amount?
150 GBP
If the customer contacted us regarding a lost item on the bus, what would be the best course of action?
Advise the customer to fill out (It's Found)
If the guest wants to book an excursion, what would be the best course of action?
Post on the destination channel and mention the hotel rep or Refer the customer to book it through ThingsToDo website
Where luggage is delayed for the first 3 days, the maximum compensation shouldn't exceed:
100 GBP
What is the minimum number of contact reasons that we need to add to each RFI case?
3 Reasons
What will be the status of the case after it has been Bank Link Expired for 14 days?
Closed
What is the best course of action if the customer calls to report that his transfer is delayed for 15 minutes?
Advise the customer that you will call the transfer team and get back to him
If the customer wants to reschedule his trip that was booked online, what would be the best course of action?
Ask the customer for the MUS and create Zendesk Ticket
If the customer reported delayed luggage on a British Airways flight, what would be the best course of action?
Refer the customer to BRITISH AIRWAYS
Which email should we use in case we want to send an email to the customer from the C4C case?
ServiceUK@tui.com
How many attempts does the customer have to add in the correct PIN number?
3 Attempts
If the transfer didn’t arrive on time due to TUI inconvenience and it has been confirmed by the transfer team, how would you handle this query?
We should advise the customer to take a taxi and keep the receipt and we will refund him
If the customer wants to cancel an excursion that was booked through the rep, how would you handle this query?
Ask the customer for the TKT number, post on the destination channel and mention the hotel, provide the customer with the rep schedule
What is the maximum amount of compensation for delayed luggage if the holiday duration is +7 days?
400 GBP
What resolution types do we have?
Remedy, Compensation, Good Will & Refund
After how long does the bank link expire if the customer didn't add his payment bank details?
72 hours
For how long should the coach transfer wait at the airport?
45 minutes from the ETA
In case the customer contacts us waiting for the coach transfer of the excursion, how would you handle this?
Ask the guest for the MUS/TKT and call the Excursions team
What would be the best course of action if the customer called to report that he forgot his reading Kindle on the aircraft?
Take full description of the item, take the seat number and contact the airport handling agent
What are the correct steps to find the booking confirmation from the C4C?
1. Retrieve the booking on C4C
2. Click on the LP's Name
3. Click on ARROW RIGHT select DMS attachments
4. Select the last BK-Combined Ticket
The guest contacted us and informed us that the bank details entered in the form were wrong. Who should we contact to sort this issue out?
c4c-tuids@tui.com