Define a term
This is a term used to describe the people who organize the tours sold on our website
What are Suppliers?
This is a Refund.
What is the process when we contact a supplier asking what went wrong on the tour and asking for money back?
These are customer exceptions, very often confused with supplier responsibility.
What are Wrong date/time/option/pax type, Wrong number of participants, Hospitalization of one of the participants, Double booking, Death in the family/friends, Force Majeure and Agreement with supplier?
An agent solves a case without using KB.
What is "We use KB 100% of the time"?
This term resembles the system in which we can search for a specific booking.
What is Admin?
This is a situation when you would urgently escalate.
What is an unconfirmed booking/a refund that needs to be deleted?
This is the reason people confuse when they need to do GDPR, and when is it not necessary.
What is missing the green check mark?
Someone writes an e-mail from scratch.
What is "We use macros 100% of the time"?
This is a term used to describe pre-written responses who also updates various ticket management tasks.
What are macros?
This is the process for a refund that has not been received.
What is checking if 10 days have passed, then escalating as a general escalation?
This is a common misconception about asking for a refund with a hospital proof.
What is the need to send the hospital proof to the supplier?
A colleague issues a discount after the supplier has not responded in 72h, and the case is supplier not at meeting point.
What is "We issue a reduction when the supplier does not respond in 72h if it is a supplier responsibility"?
What is a Discount?
This concept is often compared to a Cancellation, but it differs because this one can trigger both a full and a partial refund when the money is taken from the supplier and GYG.
What is a Reduction?
This is a mistake that agents make when customers say they were informed that the supplier has cancelled the tour.
What is asking the customer for a screenshot when they say that the supplier has cxl the tour?
A colleague does not clean up his desk when his shift is over.
What is "office hygiene is #1"?
We use this term to talk about the process of rerouting a ticket to a team who has access to financial and legal maters.
What is an Escalation?
They are pre-defined categories and they work because they categorize tickets.
What are contact reasons and why do they work?
This is not force majeure that agents often think it is.
What is strike/protest?
You can decide how much refund to ask for.
What is "You have to check the "Determining refund amounts" KB"?