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Daily Recap + Role Play
USE THE CHARGE REFUND AND CREDIT WORKFLOW
In-policy refund = Outside penalty (refund)
Before Refund or Credit, make sure the customer is eligible: Outside Penalty and got a Waiver.
AI tool for lodging chat: Magical Chrome (when you're experienced).
GOODWILL COUPON
Most of the time, we issue coupons on Booking (Itinerary) level.
*Refund < 500 USD: Use Refund button. If the button is not available, use Credit button.
*Refund > 500 USD: Create SR (in Voyager Next)
What if refund < 500 USD and both Refund and Credit are not available?
-> Escalate the customer to your team leader or supervisor (this is system error).
GUEST REVIEW PROCESS
Whenever making a complaint, customer should always make a review on hotel's website.
INSURANCE OVERVIEW
15 days examination (cool-off), starting from booking date
*Check booking date: V-Classic - Itinerary - History - Itinerary History
*When cancel Non-refundable lodging booking, if the property denied, we inform the cust. that this is policy and nothing else can be done. But if Non-refundable with travel insurance, when cancel the reservation, the cust. still have a chance to claim the insurance fee by directly contacting the insurance provider to file a claim. We need to provide the customer:
- Last name
- Phone number of insurance provider
- Policy number
(All in the booking details)
(Read Insurance US Lodging Insurance service scenarios Article)
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