PROCESS & PROCEDURE
TERMS AND CONDITIONS
BOOKING SCENARIOS
CASE STUDY
100
Abby is booked on a vacation to cancun and noticed there is a early morning flight she would like to switch to on the same day, how would you complete that change?
By modifying the components
100
Emily and Patrick want to change their travel dates 23 days before departure. The new package price is the same. What happens to their rate and are there any fees?
No change fee, passengers keep the same rates
100
Sam and Blake would like to change their destination to Cancun and the new rate is lower, please advise the T&C for them to proceed with this change 
Pax will get the lower rate and have the difference refunded, pax without insurance will be charged 100$ admin fee, pax with insurance can use insurance to waive the admin fee
100
Pax 1 has WF ins, pax 2 does not. Date change was made 21+ days prior and pax 1 used regular T&Cs + kept his insurance. What's missing? 
Dates for insurance need to be modified to reflect new dates.
200
Alex would like to change his package from the Riu Republica to Royalton Bavaro, how would you process this change?
Rebook and cancel on the same file
200
Kevin and Stephan booked a room together but Stephan unfortunately has to cancel, 7 days before departure. They have no insurance. The new price per person is lower. What happens to their booking, and what fees apply?
Stephan loses 100% of his rate, Jay & Kevin get new double occupancy rates + 100$pp admin fees.
200
Justin would like to change his departure to leave the following week, the new rate is the same, please advise the T&C 
Keep the same rate, waive admin fee
200
Paxs all purchased Manulife Worry Free insurance. They made hotel change 20 days or less prior to departure. This is the booking after the change was made. What's missing? 
Remark has to be added below pax names to indicate WF insurance was used to make change.
300
Maddy is traveling to Jamaica but would now like to leave from Montreal instead of Toronto, how would you process this change?
Rebook and cancel on the same file
300
Kim and Ariel want to upgrade their room 22 days before departure. What are the terms and conditions and fees for this type of change?
If the new rate is lower, the difference is refunded after the 100$pp admin fee. If higher, the fee is waived, and the customer pays the difference. Direct customers towards MBP to do upgrade if hotel on list in KB - if not, modify component in TTS.
300
Nelly is calling to add another passenger to this booking. The triple occupancy rate is lower , please advise the T&C 
All pax will get the new rate, since the rate is lower the original passengers can use their insurance to waive the admin fee
300
Pax 2 had to cancel 21+ days before departure but pax 1 and 3 decided to go anyway. This is the booking after the change was made. What's missing? 
Excursion component has to reflect new occupancy (1 adult + 1 child)
400
Andrew is going to Cuba for 7 days and would like to extend his vacation to stay for 10 days instead, how would you process this change?
Modify the components
400
John wants to change his destination 15 days before departure. The new destination is more expensive. He has the Worry Free Cancellation Waiver. What fees apply, and how does this affect his booking?
John loses his Worry Free Cancellation Waiver and pays difference in rate since new destination rates are higher.
400
Jane would like to change her departure to YYZ which has a lower rate, please advise the T&C 
50$ admin fee - difference refunded
400
Pax 2 had to cancel 21+ days before departure but the others decided to go anyway. This is the booking after the change was made. What mistake was made and what are the consequences? 
Passenger 2 wasn't cancelled in 'passenger names', and since pax has already been removed from components it will be too late to do so. One would have to add pax back and then complete the cancellation with the steps in the right order.
500
Cory would like to upgrade his room to the Ocean view room, how would you proceed?
Direct Cory to MBP to use online room upgrade tool, if unavailable complete in TTS by modifying component
500
Erin wants to change her flight time on the same departure date, 12 days before travel. She has no Worry Free insurance. What are the terms and conditions?
This change is not possible
500
Ashley would like to change the destination to Varadero and add another pax. The new rate is lower please advise the T&C 
All pax will get the triple occupancy rate for new destination ,since the rate is lower the original pax will be using their insurance to waive the admin fee.
500
All paxs have Manulife Worry Free insurance. Destination change was made on February 13th, 25 days prior to departure. Spot the mistake and advise how to fix it. 
There's still an excursion from the previous destination - it should be cancelled and refunded on original form of payment.