True or False
A Booking ID has 7 digits.
False, because booking ID has 8 digits
What steps can we take to determine if the traveler's booking is pre-paid or for a free taxi?
Go to the 'Booking Information' tab. At the bottom left corner, you will find the 'Additional Info' section. If the term "free taxi" is not present, it means the booking is pre-paid.
Where can we find in the Intranet tool to determine if the driver arrived at the correct PU location and on time?
Driver's Event tab
Why can't we share the supplier's phone number and email address with the traveler?
This information is for internal use only. Only CE can use the SP's phone number and email address. However, CE can provide the driver's phone number to the traveler.
Suppliers can only reach us via live chat.
False, because suppliers can only reach us via phone and email.
What should you do if you notice in the 'Interaction' section of the ticket that another CE has already handled the same issue?
I will merge the tickets, ensuring that the booking ID matches and the traveler's concern.
Where can we find the knowledge base in Zendesk?
There are two options to find the knowledge base in Zendesk:
1. In the 'Home' section, look at the top right corner for the 4 cubes icon. Click on it, and you will see the 'Guide' button.
2. In the ticket view, look on the right side for the 'open book' icon.
Why does the CE need to click the 'Take It' button after receiving a contact?
This ensures that the ticket is assigned to one Customer Expert and not multiple experts.
We can always call all suppliers if the traveler wants to amend information in their booking when it is outside of the policy.
False, because we can only call non-API suppliers.
What is the step-by-step process if a traveler emails us requesting to amend their booking?
Step 1: Check if the booking is inside or outside the amendment policy.
Step 2: If the booking is inside the policy, amend the booking on our end.
Step 3: Inform the traveler that the booking has been successfully amended.
Where can we check the cancellation policy of the traveler's booking?
In the Intranet, click the "Resend Email Template" tab. Then, send the confirmation email to your booking. You can see the traveler's cancellation policy in their confirmation email.
Why can we apply the Amendment excempton to API suppliers?
Becuase, API supplier use software that are connected directly with our booking portal. This means that the bookings go directly into their system.
All supplier have different cancellation policy.
True, some has 2h - 4h - 6h - 12h - 24
A traveler has a round trip and asks you to cancel the first trip only while keeping the return trip. What will you do to cancel the first trip?
After clicking the 'Request Cancellation' tab, you will have the option to choose which booking to cancel. Select the checkbox for the first trip that you want to cancel.
Where can we check if the booking is already amended?
MEMOS, Finance Record, and Trip ID
Why do we need to remove the traveler's phone number when sending the confirmation email to our booking email?
This ensures that the traveler is not notified that we are trying to access their confirmation email.
Suppliers have 7 working days to provide evidence to defend their side in a dispute with a traveler.
False, they have 7 days, not 7 working days.
What is the one mandatory evidence that the supplier need to provide?
GPS Logs
Where can we find information on how long the driver normally needs to wait at an airport pick-up location?
In the pick-up instruction of the traveler or in Intranet.
Why do we need to put tickets from suppliers in 'On-Hold' status?
This is to separate the tickets we receive from travelers and suppliers. The status of tickets from travelers is 'Pending'.