Refund
TRUE OR FALSE: We can submit a refund application for ticket status: SUSPENDED
What are the essential conditions for classifying NTUA or EH Situation?
Time and Scenario Definition
Reference: https://trip.larkenterprise.com/wiki/NzclwCpmciaspMkK9JUcot7UnKg?from=space_search
What should you do if the customer asks for a Fiscal Receipt?
If the customer applied for a voluntary refund directly with the airline and contacts us to apply, what should you do?
Submit an RA under VOLUNTARY and verify if the refund amount matches. If yes, submit directly. Otherwise, submit VOL RA under verify policy for further review.
Reference: https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=7176&subjectId=97469&sceneId=5259626%2C8259812&locale=en-US
TRUE OR FALSE: If the customer agreed to coordinate at the airport but the itinerary remains unresolved, IB should escalate the case to CC.
CHARGEBACK: What should you do if the customer provides proof that chargeback has been canceled but found that chargeback case has been completed/closed?
Query Ticket > Flight - Payment /Risk Control - Chargeback Recovery from Guests /Merchants
Reference: https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=12510&subjectId=98022&sceneId=394689%2C394731&locale=en-US&sourceBusinessTypeId=61
VENDOR BOOKING: If the customer request to revoke the refund application and "airline processing" is yellow, what should you look for in operation log?
TRUE OR FALSE: If the customer reaches us again and you saw that an EH case was closed but with continue processing, you should click continue processing, and assign the case to CS.
FALSE, you should click continue processing and have IBTL continue to process it.
Reference: https://trip.larkenterprise.com/wiki/NzclwCpmciaspMkK9JUcot7UnKg?from=space_search
If the customer wants to have her xproduct carry on or baggage carry over to the new flight after a flight change, how should you process it?
Flight Change Form > Customer Request > X Product/CSF and include details in the remarks section based on the customer’s request.
Reference: https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=7232&subjectId=105071&sceneId=6874078&locale=en-US
If the customer urges a refund application for a voucher, and you found that the coupon information from RA is blank, what should you do?
Submit a query ticket to OB for checking
Reference: https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=7176&subjectId=105498&sceneId=2808800%2C2895355&locale=en-US
TRUE OR FALSE: If the complaint case is just about responsibility identification, IB should not escalate it to CC.
FALSE, IB SHOULD still escalate to CC.
Reference: https://trip.larkenterprise.com/wiki/NzclwCpmciaspMkK9JUcot7UnKg?from=space_search
F+H: What should you do if the customer request to change the hotel?
Check if refundable
Nonrefundable: Inform cannot be changed
Dissatisfied: Complaint to CC
https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=7246&subjectId=71758&sceneId=2885968%2C9141630&locale=en-US
Refund Failed (NON-NRTRN): The customer contacted to follow up on refund, and you found that the refund failed and there is supplementary refund ticket. It shows that ticket status is REFUNDED but the customer informed they have not yet received the refund. As IB advisor, what should you do?
Seek help from TL/KA to check the claim number in 2734 module and have them create an IQ to Finance Team for the payment successful proof.
Reference: https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=12601&subjectId=98386&sceneId=810356%2C810461%2C2828771&locale=en-US&sourceBusinessTypeId=61
When guiding customers to purchase a new airline ticket for EH/NTUA scenarios, what are the 6 precautions we should inform the customer?
1. Same passenger
2. Same journey (unless no flights and itinerary must be changed to complete the trip)
3. Same Class
4. Cannot guarantee we will cover
5. If no flight within the same or close to departure time, transit hotel may be considered
6. Related receipt is required if requesting compensation
F+H What should you do if the customer only booked for 1 person, but wants to know if she can bring another 1 guest?
If the customer, would like to add guest click on the "room type" in the hotel section to see the occupancy of the room. According to the maximum occupancy provided by the hotel (please carefully check the maximum number of adults and children allowed), inform the guest that as long as the number of occupants does not exceed the policy limit, they can check in directly.
Reference: https://knowledgehub.basebiz.ctripcorp.com/webapp/sp/servicebible/knowledgesync/selectNew?currentBusinessTypeId=45&businessId=7246&subjectId=71758&sceneId=2885968%2C6843950&locale=en-US