Tools
This tool helps us communicate with the customers via call.
Amazon Smart Connect
This Department handles providing wheelchairs, ambulifts, etc. for the customers if requested.
Welfare/Assisted Travel Team
A customer called complaining about the broken shower. What's the first thing to be done?
Contact the hotel and investigate.
Where do you log the information of the call you just had?
C4C
Where can the customer report lost luggage?
Lost & Found.
In order for us to get the hotel's contact number, we go to..
Tui-Know-How --> Hotel contact information
We handle requests regarding EasyJet flights.
False.
We should transfer a caller to customer operations in case of a flight delay.
False.
You were asked if there will be a delay in flight TOM217, where do you go to validate?
Outlook inbox (Also on Gmail when it comes to internal announcements)
What are the examples of goodwill gestures that can be provided to the customer in the hotel in case of inconvenience?
Fruit Basket, Bottle of wine or a chocolate box. (7abiby yaba)
The customer said they are can't be reached via call, we can offer to...
Send an email via C4C
A customer forgot his laptop on the plane, we contact..
The Handling Agent
Customers can check in using their TUI app
True.
We can provide the Customer Ops number for the customers in case they need to change their seats.
False, we email CO for availability.
In case we needed to send an email to Cancún destination team, where do we go?
Send an email through the UKmailbox to CUN.backoffice
We can use Atcom to modify seats
False
A customer wants to make some changes to his booking 72 hours prior to his flight, we...
Transfer to Pre-Travel
While looking up the customer's accommodation info on C4C, you find the name "Adhoc"
Go to Atcom where the name of the hotel will be displayed.
The customer wants to book a VIP lounge. Who should be contacted?
Share the sales or Rep
What should we do if the customer is in a TUI hotel and wants to upgrade their room or their board basis?
Fill out the hotel change form.
What steps do we need to follow to book an excursion for the customer?
1. Take the details of the excursion
2. Post on Share the Sales on Teams
A customer wants to raise a complaint and is requesting refund for a poor hotel service 4 days after the departure date, we...
Refer him to AfterTravel
A customer has a 9-day holiday and called to complain that the luggage has been lost for 4 days now. How much should he be compensated?
350 GBP
After sending the link for refund/compensation, how long does the case stay as "Awaiting Bank Details"?
72 hours
The customer insists on changing the hotel due to noise and poor service, we will send to customer operations for the request to be approved.
False, We need to make sure that changing hotels is the last option and provide any assistance available within the hotel firsthand.