Labels
Assistance Type
Assistance Type
A customer contacts us asking for our assistance in cancelling a refundable reservation (even though they could do it themselves online) and we do it for them.
Assistance-Cxl/DCR Refundable
We no longer have partnership with this company but someone is still calling about it.
Intermiles
What should you secure when guest is requesting for cancellation or date change request?
Secure REASON for Cancellation or Date change request.
What should be the label when guest is asking for the HCN?
Info-Reservation
A customer contacts us because some backend error is forbidding a transaction for an EARN reservation.
Tech-Transaction Error
A customer contacts us asking for assistance to add or modify a promotion bonus to an exisiting reservation the customer made. Whether or not a customer is eligible for it is irrelevant.b
Assistance-Add/Change Promo Bonus
For this Partner/s, we deny request for cancellation if it's Burn/Split type but offer DCR instead.
Emirates and Enrich
When to waive the $25 fee?
If the reason fits the 9 Reasons to waive the Cancellation fee
What is the label for:
When will I get my referral bonus?
Info-Refer-a-friend
A customer contacts us to report a bug in the iOS/Android app
Tech - JIRA
A customer recommends we remove a hotel/rental agency, and we should question the inclusion of a hotel/agency, usually as a result of a negative experience
Assistance-Compensation (Quality)
What is the process if we allow the guest to add/change name on a non-refundable reservation?
Allow if:
- status is not fraud
- the requested name is shared surname
- user has an established account/ they had past bookings
Questions about this fee: how much is it, who pays it, whether it's part of the charge, why isn't it part of taxes and fees, questions about how to get refunded for this when they are exempt
Info-IVA/VAT
This label is for when a customer is experiencing errors or technical difficulties that we don't have specific labels for. In general, when this label is used, a HELP Ticket is required
Tech-JIRA
A customer contacts us because he booked a specific bed type and didn't get it due to an error on the hotel's/provider's/our end.
Assistance-Bedding Type
Name 5 Testarossa partners.
AirAsiaBig, Alaska Airlines, American Airlines Hotel& Cars, Lifemiles, Emirates, Enrich, Opentable, LATAM Pass, Club Premier, Eva, Flying Blue, Nectar Hotels, Virgin Australia
For Undelivered Inclusion, what should we do if the confirmation email & Admin shows the inclusion but not on the Provider's end?
-Contact the hotel, have them add the inclusions and let us pay using our VCC or AMEX
- Confirm payment with the hotel and request for folio
- create Fixes and Upgrades
A customer contacts us asking for assistance in obtaining hotel information on amenities offered by the hotel such as shuttles, parking, pool, wifi etc., either before or after booking.
Info-Hotel
Examples are partner (CP, Smiles, etc.) issues preventing people from logging-in and therefore accessing our site.
Tech-Partner Issue
A customer with an existing reservation would like us to create a customized receipt (nightly breakdown, add CPF, add company details, tax ID, etc.)
Assistance-Custom Receipt
Our new earn co-brand product.
Golden Eagle
A status for chargeback that is not very common as it is expensive if we lose the case.
Arbitration
What should be the label if the guest ask why his/her miles is still not posted even though they just check-out of the hotel?
Info-Reward
Guest is calling and stating that they have trouble making a reservation when using his/her miles. We need to reach out to a designated team to check
Tech-Transaction/Redemption Error - Blocked for Fraud