Amendments
After we processed the amendment for a Freesale booking, we should:
Advise the customer it is waiting for supplier's approval
Send the template Amend - Amendment complete - FS
Resolve the case
2 Truths:
Send the template Amend - Amendment complete - FS
Resolve the case
Lie:
Advise the customer it is waiting for supplier's approval
Standard Cancellation Policy:
Bookings may be canceled without penalty up to 24 hours before the experience's start time.
Cut-off times are based on the experience's Viator's time
Any changes made less than 24 hours before the experience's start time will not be accepted
2 Truths;
Bookings may be canceled without penalty up to 24 hours before the experience's start time.
Any changes made less than 24 hours before the experience's start time will not be accepted
1 Lie
Cut-off times are based on the experience's Viator's time
Use this button for full refund
Can be used for partial refund
Manual emails should be sent
2 Truths
Can be used for partial refund
Manual emails should be sent
1 Lie
Use this button for full refund
Expedia Amendment
If within terms- advise that we are unable to amend
Request for written request before amendment
If outside of terms- advise that they will need to cancel and rebook
2 truths
If within terms- advise that we are unable to amend
If outside of terms- advise that they will need to cancel and rebook
1 lie
Request for written request before amendment
Reserve Now Pay Later
Available for Non refundable bookings
Should be 2500 USD below or equivalent
No tickets will be sent yet once booked
2 truths
Should be 2500 USD below or equivalent
No tickets will be sent yet once booked
1 lie
Available for Non refundable bookings
All of these are one click option for amendments:
Change Travel Date
Change Pick-up Location
Modify Itinerary
2 truths
Change Travel Date
Change Pick-up Location
1 Lie:
Modify Itinerary
Moderate
If the customer cancels less than 3 full days before the experience's start time, they will get 50% refund
Bookings may be canceled without penalty up to 4 full days before the experience's start time
Any changes made less than 3 full days before the experience's start time will not be accepted
2 Truths
Any changes made less than 3 full days before the experience's start time will not be accepted
Bookings may be canceled without penalty up to 4 full days before the experience's start time
1 Lie
If the customer cancels less than 3 full days before the experience's start time, they will get 50% refund
Use request a refund button for refund request
Process full refund with recovery if documentation was provided
Deny the refund if no documentation was submitted
2 truths
Use request a refund button for refund request
Deny the refund if no documentation was submitted
1 Lie
Process full refund with recovery if documentation was provided
DP/Merchant Fraud Policy
Our fraud department CANNOT assist with DP/Merchant bookings.
Escalate the case to Fraud
Cancel and refund if outside penalty terms
2 truths
Our fraud department CANNOT assist with DP/Merchant bookings.
Cancel and refund if outside penalty terms
1 lie
Escalate the case to Fraud
Booking Assistance
Can book 2 or more tours
Can offer alternative tours.
No need to check availability as it is in synced with the website always.
2 truths
Can book 2 or more tours
Can offer alternative tours.
1 Lie
No need to check availability as it is in synced with the website always.
These are the things that we should consider before we process the amendment:
Product Terms and Conditions
Booking Date
Travel Date
2 Truths
Product Terms and Conditions
Travel Date
1 Lie:
Booking Date
Cancel This Booking:
This is a one click option for cancellation
We can use this for DP booking cancellation
Emails will be sent automatically
2 Truths
This is a one click option for cancellation
Emails will be sent automatically
1 Lie
We can use this for DP booking cancellation
Supplier No Show
Use Request a Refund button for Refund Request
Ask for proof to support the supplier's claim that the supplier showed up on the meeting point
Deny the refund if valid proof were provided
2 truths
Ask for proof to support the supplier's claim that the supplier showed up on the meeting point
Deny the refund if valid proof were provided
1 lie
Use Request a Refund button for Refund Request
DP Non-Refundable Bookings
Cancel the Booking if the supplier requested
Contact supplier to get special exception
Deny the refund
2 truths
Cancel the Booking if the supplier requested
Deny the refund
1 lie
Contact supplier to get special exception
Fraud
We cannot assist the customer to book the tour if its cancelled
Do not provide any information to the customer
Escalate the case to T3
2 truths
We cannot assist the customer to book the tour if its cancelled
Do not provide any information to the customer
1 Lie
Escalate the case to T3
For amendment request that are inside penalty terms, we should
send template Amend – Last Minute Amendment _en to customer
Send the A - Last Minute Amendment Request to supplier,
Set the status to Waiting for Response
2 truths
send template Amend – Last Minute Amendment _en to customer
Send the A - Last Minute Amendment Request to supplier,
1 Lie:
Set the status to Waiting for Response
Modify Itinerary
This is a manual process
No need to send manual emails for customer and supplier
Used for cancelling DP bookings
2 truths
This is a manual process
Used for cancelling DP bookings
1 lie
No need to send manual emails for customer and supplier
Do not use the Request a refund button
Escalate the case to T3 if the supplier denied the refund request
Check all case notes to verify the customer's claims
2 truth
Escalate the case to T3 if the supplier denied the refund request
Check all case notes to verify the customer's claims
1 lie
Do not use the Request a refund button
DP/Merchant Refund Process
All DP inquiries should have a final resolution within 96 hours of first contact.
If the supplier approves the refund, process accordingly and send email to DP to advise refund has been processed.
If the supplier denies the refund, email the DP with a refund denial.
2 truths
If the supplier approves the refund, process accordingly and send email to DP to advise refund has been processed.
If the supplier denies the refund, email the DP with a refund denial.
1 Lie
All DP inquiries should have a final resolution within 96 hours of first contact.
Significant Global Event/Force Majeure
Inclusive of ASF bookings.
Process refund if supplier approved the request
There should be an Incident article in IKB
2 Truths
Inclusive of ASF bookings.
There should be an Incident article in IKB
1 lie
Process refund if supplier approved the request
For any amendment request for a non refundable tours, we should follow these steps:
Under no circumstances should these be amended, canceled or refunded.
The supplier can be contacted for an exception.
Deny the amendment request
2 Truths
Under no circumstances should these be amended, canceled or refunded.
Deny the amendment request
1 lie:
The supplier can be contacted for an exception.
Duplicate Bookings
Cancel the 1 booking and retain 1.
Process the refund for 1 booking
Send refund request
2 Truths
Cancel 1 booking and retain 1.
Process the refund for 1 booking
1 Lie
Send refund request
Supplier Cancellation/Accommodation Refunds
If an alternative was offered and the customer declined, process refund
If the customer approved the alternative and fails to show for the accepted option, process the refund
If the customer accepted the alternative and attended the tour up until the end, deny the refund.
2 truths
If an alternative was offered and the customer declined, process refund
If the customer accepted the alternative and attended the tour up until the end, deny the refund.
1 lie
If the customer approved the alternative or fails to show for the accepted option, process the refund
Inquiries
You may send the tickets to the customer without written request
Assist the customer if they would like to ask the meeting point of the tour
Send the tickets to an alternative email address regardless if it is a High Risk Product
2 truths
You may send the tickets to the customer without written request
Assist the customer if they would like to ask the meeting point of the tour
1 lie
Send the tickets to an alternative email address regardless if it is a High Risk Product
Secure Phone Payment
First choice for payment option
Skip if the caller is TA
Real-time tracking of revenue
2 Truths
First choice for payment option
Real-time tracking of revenue
1 lie
Skip if the caller is TA