Notes

5 TOOLS USED FOR LODGING
1. Voyager classic: change, cancelled new reservation. Cant open for hotels.com > change tpid and eapid POS start 9…… & itinerary
source code is used switch from expedia to hotel.com
2 CRM – customer relationship management
3 Voyager next: help topic/ bible
4 Soft phone – in – out bound call.
5 BSA - brand site for agent, CAN MAKE RESERVATION , CAN BOOK AND CANCELLED EVERTHYING., CAR AND ACTIVITY BOOKING.
EMAIL ADDRESS, AND SEARCH


VOYAGER



boook a car



BOOK A CAR
 CANCELLED OR CHANGE A CAR
 US citizen After 50 years, AARP… special discounts , additional discounts , like senior citizenships. AARP NO. you can enter the AARP through the websites. Incase we cannot assist from our expedia end.
 Expedia is divided into four continental regions

EMEA : Europe, the middle east , Africa
APAC:
US:
UK:
…..:
Merchant car: merchant of record here refer to expedia, 2 types pay now and split payment- only available for the vendor, pay now , pay later, and split pay. Excluding taxes, fees and any additional charges , charged by vendor.

Pay later reserved now: free cancellation- no credit card details required. Only available for 4 vendor.



Agency car- its pay now/ pay later Non refundable or partially refundable, charging party is vendor. Paynow payment should be paid completely. Pay later no charges/ no penalty since no credit is issued.(free cancellation)
CANCEL A CAR IN VOYAGER:
You will see a error( warning)

AARP: American association of retired persons
Mileage: drive unlimited distance with no extra cost
Shuttle to counter and car: point of pick and entry of ID
Below 25 years of age ,driver extra charge


Change or cancellation in car booking:
• Most restrictive policy,
• Policy is imposed
For any changes we have to called the vendor for decision making. Only incase of extenuating circumstances are applicable for change or cancellation in car booking, but decision are made by the vendor.
Cancellation is applicable after approval.
Changes can’t be made from our end.
Emergency support line /call no: to be dial only in time of extenuating circumstance., stolen cars etc shortage of car. ( car is engaged and not return the car on time by customer X )
SR: (service request) will raise in refund not waiver

CREDIT CARD SHOULBE BE THE SAME NAME.
A SECURITY DEPOSIT WILL CHARGE AT THE PONIT OF CAR GRAB. YOU NEED TO PROVIDE THE SAME CREDIT CARD AS PER YOUR RESERVATION.


ACTIVITY:
TYPES OF CANCELLATION
 VOLUNTRY CHANGE MAKE BY CUSTOMER
 INVOLUNTRY CHANGE MAKE BY COMPANY

















13/06/2022
Refundable

Non refundable:
However if the customer like to cancelled the reservation.
Ask why? The customer like to cancelled the reservation



We need to connect the hotel and asked is there any chance to waive the charge. Due to…….such such.
Is there any alternate options/ resolution.
We need to take a note of the hotel employees name and designation. Whenever we connect to the hotel. For approval.
There is a great news…. The hotel has approved complete refund . Expedia will process the refund within 24 hours. And its up to your bank how soon it will processed. Thank you is there anything else I can assist you with. Have great day.
If I am not mistaken are you the reception/ front desk. May I have your first name and designation. For my documentation.
NB: vendor name and designation. No matter the refund is waived or not waived.

Free flow notes:
 due to
 Time
 Details information
 Resolution

Pay later booking( non refundable booking) : pay to hotel at the time of check in.
 Just to confirm or make sure that you guys have not charged now from customer card for reservation.
Can we go ahead and process the cancellation. ( if the hotel waive for refund)
Some times , some hotels charged for deposit.

CHANGE
Changed can’t be proceed in in-stay status and completed.
Types of meals pack:
BREAKFAST:
HALF BOARD: BREAKFAST + 1 MAIN MEAL
FULL BOARD: INCLUSIVE OF ALL MEAL.
Post stay: incase the guest fails to check in. due to unavoidable situations change can be happen with premises of hotels policy.
Used night and unused night.
Reschedule check in:
Chargeable due to availability.
Before making any changes we need to check the availability of room.
Booking types can be refundable and non refundable.
Change from refundable to non refundable
we should be very careful before making any changes from refundable to non refundable and recap to the customer.
Every changes or cancellation must be inform to the customer.

Make a new case note. then
Add to SSR special service request.

Pay later change to pay now:
No penalty…. Changes can be made from voyager sale. From pay later to pay now. Make new reservation first with the same room types, rate and amenity and cancelled the old reservation
New itinerary will be issued. Inform to the customer.

Conditions: booking from 14 to 20
17 check-in pay later
Early check out.
Late check-in SR service request. Time and date to be mention at SR note. After two days of check out. Your refund will process in 24-72 hours.

CHANGE A LODGING BOOKING VERY IM[ORTANT
Unused reservation: customer request for refund.
We need to check with the hotel .whether the customer check in the hotel or not, and asked whether its possible or not.
Above 500 USD cannot be refund the process from expedia. I n this case we need to raise service request SR
We cant raise supervisor callback.


BSA
Only through BSA can apply or redeem the rewards or coupons

If customer don’t provide last four digit of card
This for the security purpose so we cant proceed any changes without providing the last four digit of your card.

The tools is designed in such a way that for security reason we cannot further proceed . I regret for the same.




Unfortunately till the time you provide the last four digit of your card we are not able to proceed further.

Security verification




ADM - AIRLINE DEBIT MEMO or agency debit memo
Sabre


 Cabin R B D
 First A F Z
 Business C D I J R U
 Premium economy P W X
 Economy B F G H K I M N O Q S T V Y
 Basic economy most restrictive fare ( cant upgrade) depends on airlines only incase of involuntary we can initiate the changes.
RESERVATION/BOOKED TICKETS CANNOT BE DOWNGRADED

BULKHEAD

Operating carrier:
Validating carrier:
OSIs
FTC: future travel ticket

 Definition of airlines terms.
 Airfares types
 Void a flight (void is free within the time frame of the POS . No void in bargain fare exception to Gold customer)
# Publish fare is always a pending charge
# Merchant fare is always a confirmed charge
Air travel organizers license
RESPOND TO LOW COST AIRLINE LCC SERVICE REQUEST

Mode of fare payment
Published fares: charged by the airlines will be mention ( charged by cash)
Merchant fares: charged by expedia (will be mention as check)

BARGAIN FARES:
cant change or void. Even if the policy allows. We have to stick to the expedia rules/policy. You cannot change ,cancelled or void.
Most restrictive , since customer has booked in a very cheapest price or discount price.



Only incase case of involuntary we can initiate/ proceed. MOST RESTRICTIVE POLICY.
Exception for gold customer

FLEXMOR:
Published fare and merchant fare remains the same.
FARE IS published by the AIRLINE, BY EXPEDIA CHARGE THE AMOUNT


LCC: LOW COST CARRIER ( we cannot cancelled through expedia) no void, no changed , no cancellation we don’t the tools.
 Ticket no in voyager
 Ticketless carrier
PNR passenger name record

To void:
POS
Date of issuance of ticket
Local time
Fare type


Topic
36780
39555
27965
1003
7689




RESTRICTIVE FARES
Code sharing:
Interline:


- We can access customer account in BSA by using email ID, phone number, etc
- DEL id/ GCO login is used to login all the clients tools.( voyager, CSOD, CRM, Vnext )
- EXPEDIA WEBSITES VS BSA: difference between expedia websites and BSA is that websites is accessible to everyone but BSA can only be accessed by expedia employees
- VNEXT: Vnext is used in help topics
-VOYAGER CLASSIC: voyager classic is where we open itineraries / it is read and write
- SOFT PHONE: soft phone is used for change status like ready and not ready
- BRAND SITES FOR AGENTS- These is accessible by expedia agents only/ new booking/ reservation. SALE in VOYAGER
Last 4 digit of card is only required if its third party and not the concerned account holder.(primary account holder)
-No BSA in hotels.com
-Registered Email address let us know about the brand or company that a customer took reservation.

IVENTORY:
BRAND RATE/ ESR (expedia special rate) discounts offer by expedia
Why ESR are only for pay now?
- Paynow are always eligible for price match
- Coupon are eligible for pay now why? Because of the terms and conditons by expedia only. Copouns are available only for expedia websites.
- No coupons for guess account
Why money is on hold when its pay on later?
Due to funds security , money is on hold and cannot be used, also not deducted from the customer account. Kind of security deposit. It reflect in the customer credit card/ debit card the amount but cant be used by both the guest and the customer agents. Release within 24-72 hours.
Security deposit are used or charge for further - used of amenities and extra special facilities or service provided by the hotels.

SHEDULE PAYMENT
Schedule payment money is always deducted at a time of interval before the time of check out.
- In pay now process will according to the local currency.
3PI THIRD PARTY INVETORY affiliated:
JUMBO TOOLS , HOTEL BITS, ELON AND TUREKO

6th June- STATUS OF BOOKING
- Upcoming
- IN stay
- Completed
FCR- first call resolution
Call within 72 hours is a repeat call.

# Rooms specification
# Property details.

CRM : customer relationship management .only case ID
CASE NOTE: free flow writing : for any future referenced and a proof of the service we have provided to the customer.
- ENQUIRY OF CUSTOMER. Why customer call?
- RESOLVE from agents What was informed to the customer?
- ACTION OF CUSTOMER what was the customer responsed?
We need to clarify and answer to the best of our knowledge of the policy and regulation. Make the customer to understand properly.
- Merchant of record expedia: is for paynow process.
Merchant of record supplier : pay later at hotel
Document it even incase of call hang-ups.

Currency payment:
Point of sell : payment through local currency of hotel
Local currency: payment through local currency of customer

NB: Whenever we call to the hotel.
Take first name and designation of the hotel employees

ECC: expedia charge card:
To upgrade or make a changes always check the availability , and also confirm from hotel service.
Charges if applicable
Booking id : generated for expedia and the hotel
Hotel confirmation id : for hotels for future reference
Itinerary: is for customer and expedia


8th June 2022:
CSOD
GUEST CONNENT TOOLS
>Greeting
>Call discovery
- Opening : not branding since customer might book from different websites……cheap hotels,hotel.com etc.
- Probing: Asking customer question (relevant question)
- Assurance
- Paraphrasing:
>Tailored solution: provide solution as per company and hotel’s policy. Customized terms and policy
>close: recap the question and queries of customer
850 sec call duration
9 above is group booking for accommodation.

3 components of addressing
Arm acknowledge, respond ,and move forward



 Opening:
 Asking the concern
 paraphrasing
 Verification :
 Probing part: discovery question, logical question, related to customer enquiry
 Resolution: Assurance:
 discovery
 Recap:
 Closing:

Thank you for calling ,
My name is Rosii , How may I assist you?
May I have your name to address you better.
Could you help me with your itinerary number.
Could you please help me with your email address/Ph: no for verification purpose. Thank you

I am glad to assist you, allow me to put you on hold for 2 min. Thank you for waiting,
Well sir/,ma’am your room is a non smoking room.
Is there anything else I can assist you with.
Thank you for calling . Have a pleasant day sir/ ma’am.
Cheers.

Discovery question


Sure it’s my pleasure to assist you.
Power words:
Glad , pleasure, fantastic, brilliant, wonderful, ample,
May I please know the reason why you like to cancelled the room.
Would it be okay if I address you by your first name?

2-3pm break lunch

Book a hotel voyager next: As per help topic : HT1010
Need to mention while making notes.
Application primary tools requires for a call
 Soft phone
 Voyager classic, vnext take help
 CRM

Vnext calls for flight
BSA
Expedia
New reservation /booking opening
Are you the primary traveler?
Should I proceed you with the booking?
Government id required for primary traveler during check in. even incase he book for his colleague, friends , family etc.
The primary traveler must be present at the time of check in or his government id proof issued by the government.
Any special request.
Queen bed, king bed, smoking, non smoking, birthday cakes, anniversary
# No refund in pay letter.
Cancellation:
As we have not charged anything from your account, but the pending charge that reflect in your account will release/ the pending charged will be released to your account within 24 - & 72 hours.

[email protected]
cci customer calls in

Thank you for calling ,my name in louni *3
since I am not getting any response from your side. I will hanged up the call. Thank you.




sabre password - exp1dia
aman
1999
superman
iit
neha































7173

h home no.
m mobile no.
o office no.



























create a pnr using sabre script

you rcurrently working in the psudo city code
another 90jf is the agent id of this city code
a cross of lorane j . a means the agent code
*s to check in which city code we r working .