Game Time!

Salesforce

100

This is a reservation, reporting, and case/booking management system where the booking is housed for Viator's internal reference after it is made on the Viator website. 

Salesforce

200

This field is used to search for cases, bookings, customer names, email addresses, supplier IDs, tour code, travel agent accounts, internal knowledge base, etc.

Search Field

300

By clicking this button, it will ensure that your Salesforce connection is secure.

VRS

400

In order to waive the fee, you will need to amend the booking through _____________.

Modify Itinerary

500

Under the Reporting Product Issues.

Product issues that should NOT be reported include. Give at least two:

• Guest-initiated cancellations
• Supplier-initiated cancellations with a legitimate reason (e.g. weather, minimum tour size not met)
• Supplier letting us know they’ve made a change to availability or pricing in the extranet
• Supplier let us know that the guest was a no-show
• Product not available on Viator.com that is VML only
• Blockout requests for today when the tour has already started or is past dated

All Around the World

100

This place also known as Luneta Park or simply Luneta, is a historic urban park located in Ermita, Manila, Philippines which is considered as one of the largest urban parks in Asia. Here you will see the statue of our national hero, Dr. Jose Rizal.

Rizal Park

200

This place is one of the New 7 Wonders of Nature.This underground river is one of the longest underground rivers in the world and located in the Philippines.

Puerto Princesa Underground River

300

The tallest building in the Western Hemisphere.

Skydeck Chicago - Willis Tower

400

Japan’s busy capital, mixes the ultramodern and the traditional, from neon-lit skyscrapers to historic temples. The opulent Meiji Shinto Shrine is known for its towering gate and surrounding woods. The Imperial Palace sits amid large public gardens. The city's many museums offer exhibits ranging from classical art (in the Tokyo National Museum) to a reconstructed kabuki theater (in the Edo-Tokyo Museum).

Tokyo, Japan

500

It is the ancient Egyptian pyramid that is the largest of the three Pyramids of Giza, located on a rocky plateau on the west bank of the Nile River in northern Egypt. It was built by Khufu (Cheops), the second king of Egypt's 4th dynasty (c. 2575–c. 2465 bce), and was completed about 2560 bce.

Great Pyramid of Giza

Amendment

100

For ______________ bookings send the amended ticket to the customer and do NOT email the supplier. 

Unconditional Freesale

200

For this reason, under no circumstances should these be amended, canceled or refunded. The supplier should not be contacted for an exception.  However, if there is a supplier note or if the supplier contacts us via phone, you may proceed according to their direction. 

Amendments Process – Non-Refundable Products

300

Can you provide us the TIMELINE FOR ON REQUEST AMENDMENTS?

NOTE: Every time you send an amendment request to the supplier, be sure to check the box labelled ‘Send follow up emails and change status to waiting for response.’  Automated Supplier Follow-up Emails **If the system automatically sent supplier followups and supplier did not respond, skip to FINAL RESOLUTION step.2nd Contact (24 Hours later*)

• If no response from Supplier after 24 hours, Call Supplier.  NOTE: It is MANDATORY to call supplier during reasonable hours (local time for Supplier.) If not able to reach Supplier, send a second amendment request to the supplier.  Be sure to check the box labelled ‘Send follow up emails and change status to waiting for response.’  Automated Supplier Follow-up Emails 
• No need to contact Customer at this time.
• Leave in WFR status.

Final Resolution (24 Hours later*)

• Call Supplier one final time. 
• If unable to reach them, reject the amendment request - Notify Supplier to advise that original booking stands 'As-Is.'
• Notify Customer that Amendment is not available.
• Resolve

400

You will use this button if you need to change the tour, tour-grade, add or delete passengers.

Modify Itinerary

500

Can you provide at least 2 important Things to Remember before you process the amendment.

• Read the Case thoroughly from top to bottom prior to taking action.
• Check the brochure page of the product for availability and any applicable price differentials.
• Please be sure to verify that you are not contacting suppliers for Viator Sponsored Products.  
• If the amendment is showing a price difference of under USD $2.00 or equivalent, it is most likely due to a currency fluctuation.  In these instances, please use 'Modify Itinerary' and waive (cancel out) the price increase.  It is not necessary to mention any change in price to the customer in these cases.  
  • The price increase can be waived by "refunding" the exact amount of the fee on the Process Payments screen. How to Waive Amendment Fees in Salesforce

Refund

100

Death/ Hospitalization Refund Requests Received Post Travel

What is the next step if supplier denies the refund?

Escalate the case to T3

200

What do we need to confirm first when handling a supplier no show refund request?

We need to confirm with the customer that they were at the correct meeting point or pickup location.

300

How do we handle customer pushback?

If the case has been handled correctly:

• Send the customer the final resolution email (Ref - Refund Denied FINAL_T2_en)
• Resolve the case

If a final resolution has already been sent:

• Leave case notes and NAR

If the case has NOT been handled correctly:

• Make the necessary corrections

• Fill out the appropriate agent feedback form(s)

Additional Documentation SubmittedIf the customer has submitted additional documentation to support their claim, please:

• Escalate the case to T3 - “Lead Intervention”, even if the case has been previously resolved

400

Cite at least three (3) scenarios where you will need to escalate a refund request.

Urgent Refunds - Escalations

The following scenarios are defined as "urgent refund escalations".

• Customers or suppliers who have threatened Legal Action.
• Any situation where the Customer states there was sexual harassment or inappropriate touching/behavior
• Any situation where the customer claims a safety issue.
• Customers who have filed a complaint with the BBB.
• Customers who missed their Cruise ship departure and were booked on a product with the Worry-Free Shore Excursion Guarantee.
• Any situation where the Customer was injured during a tour/activity.
• Any instance where a Customer is requesting a full refund PLUS additional compensation.
  • PLEASE NOTE:  Before escalating to T4, please be sure to follow the process for handling the initial refund request.  Once the refund request has been handled, you may escalate to address the additional compensation request.
• Refunds that must be manually processed through Braintree.

500

Name the scenarios where we can cancel/refund the booking with full recovery from the supplier – inclusive of ASF and DP bookings.

Duplicate Bookings

Pre-Travel Deaths

Pre-Travel Hospitalization

SGESignificant global event

DP

100

What do we require the DP to do for Pre-booking inquiries and post travel refund request and complaints?

Submit in Writing

200

We must utilize the one click option whenever available on salesforce for Dynamic Partner bookings. Yes/No? 

Explain your answer.

We do not use One click for DP cancellations and one click amendments as it sends out incorrect templates to the DP.

300

On a Dynamic Partner Booking, what do we do for refund denial pushbacks?

We send `DPT -  Refund denied FINAL_en and then resolve.

400

The Supplier can use CLC to message the customer once the travel date has passed. 

True or False

False

• 
  

500

DP Booking

June 1 – Agent 1 submitted the refund request. There was no response from the supplier. 

June 2 – Agent 2 sent the chaser email for the refund request. 

June 3- still no response. What does the 3rd agent need to do? 

Process the refund. DP bookings must have a final resolution WITHIN 72 hours of first contact.