Transfer
What tool we use to Amend/ Cancel TUI transfer?
Jira
If the guest wants to book an excursion, what would be the best course of action?
TUI website or through our rep (can be found on Meet the team)
What is the compensation amount if the customer's luggage is delayed on the first day of arrival?
100 GBP
What is the minimum amount of Contact Reasons that we need to add to each RFI case we create?
3 Reasons.
How much is your empowerment amount per booking?
150 GBP
How would you handle a customer who is calling to advise that his return transfer is 15 minutes late?
Call the transfer team to investigate.
If the customer wants to cancel or reschedule an excursion that was booked online or our app, how would you handle this query?
Cancel through link form or ( things to do)
Amend Create a Zendesk ticket using MS Teams.
How would you handle a customer who is calling to follow up on his delayed luggage?
Call the handling agent with the PIR number to follow up.
Can you reopen an RFI case that was previously completed?
Yes, as long as we changed the status to Completed & not Closed
What will be the status of the case after it has been Bank Link Expired for 14 days?
Closed
What would be the correct action, If you received a call from a customer who is asking for the pick up location and time for the return transfer from SSH?
Go to MS Teams select the channel and check the Excel sheet.
If the customer wants to reschedule his trip that was booked with our rep, what would be the best course of action?
Post on the correct channel on MS Teams tag the channel and the rep.
If the customer reported a delayed luggage on British Airways flight, what would be the best course of action?
Provide the customer with the PNR code and advice him with the airline number.
What Resolution Types do we have?
Remedy, Compensation, Good Will & Refund
If the case status is under Awaiting for Bank Details, can we change the customer's email and mobile number on the complaint case?
TRUE
What tools we use to check the customer transfer time, date, location and type?
TUI transfer, C4C.
How would you handle a customer who is calling to advise that the transfer is late for his excursion?
Call the excursion team.
What would be the additional compensation to provide the customer with on day 8 of his delayed luggage? and what would be the total amount to compensate per bag?
Additional 150 GBP, The total is 400 GBP.
What would be the correct prosses, If the guest called us advising that the bank link expired?
Go to the complaint case on C4C, Switch the statues to in progress save and then change to completed. It will automatically reflect as awaiting bank transfer.
After how long does the bank link expire if the customer didn't add his payment bank details?
72 hours
If the customer contacted us regarding a lost item on the bus, what would be the best course of action?
Its found.
If it's a valuable item we can call the transfer team.
How would you handle a customer is calling to complaint about his excursion experience which was booked online?
Create a Zendesk ticket to investigate.
How would you handle a customer who is reporting he didn't receive his luggage yet and its been 35 days?
Customer can claim on Tui.airlineluggageclaims.com
In the SOS form, what is the maximum amount we can add as a resolution type?
Three
How many times we can change the case status from bank link expires to awaiting bank details?
Only 3 times.