Notes

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3PI booking and service:
This type bk is service different. differ reward system
Tech issue on policy changes happens (not match info in the voyager vs the confirmation letter) -> honor the confirm letter.
Be sure to document in Voyager Case History! Include conflicting cancellation policies due to a technical error, as well as the actions the customer expects to be taken toward resolution.
Send a waiver RS for this issue.
Only reach to 3PI only for extenuation reasons (unpredicted reasons that use as excuses) from the customer. Otherwise, cancel according to the policy (with fee) .
Extenuating circumstances

Death of the traveler or anyone related to the traveler
Illness or hospitalization affecting the traveler or anyone related to the traveler
Court summons or jury duty of anyone on the itinerary
Military orders for any traveler
Crisis events not covered by a flex policy (weather, civil unrest) that disrupt travel

3PI booking MUST be cancelled (not active) before reaching out to 3PI partner to request a waiver. ( the penalty need to exist b4 making call to 3PI in one go)
Asking for permission also meaning stating your every action.
Bad news deliver example: “Because the booking is non-refundable and the cancellation was made the same day as check-in, the hotel won’t approve a refund. I know this is disappointing, Ms. Yen. I asked the hotel for an exception; however, they stated they won’t be able to resell the room.”
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Oct 17th
Tips: Send the cs the full information for them to verify. -> save time and effort without sending more messages (one for name and one for iti num)
De-escalate cs feeling lead to better handling task.
On call, when there is a pause from the property- should get back to the customer and update your actions
Check with the property the compensate amount and when the timeframe of refund. -> get back and inform the cs

Sample response (closing) : I'm glad I was able to help you today! I appreciate any feedback you have about your experience with me today.
Just a reminder, you always can modify your booking by our app or website. And if you need help, please feel free to contact us anytime. Have a wonderful day.
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Refund in cash or credit? (2336)
Slit-pay refund: maximum pts convert <=25$
Credit is for refund in cash only
In policy-refund NOT alike with outside penalty
Credit refund for lodging, you can issue a credit only after the total amount of the booking has been refunded.
Refund/credit workflow should be consult with higher (team lead)
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issue a global coupon
max limit 250$
Travelers can only redeem 1 coupon at a time.
issue only 1 coupon / itinerary.
If the cs had > 4 coupons in the past 6 months-> check with a supervisor b4 issue another.
cs has max 6 coupons/ year, but supervisors can issue more if the coupons are justified.
For most of the time, issue coupon via booking lv.
The coupon currency cannot be converted. u need to inform cs. If they have iti number of same currency - issue it. If not, inform cs , u will issue the same currency with the account instead.
CS don't have the account - ask the cs to create account - escalate to higher lv to issue coupon.
Coupon issue is documented in the case note
The amount for base EACH room 500
<500 refund, if refund not avail, use credit
>500 create SR refund >500.
<500, both buttons not avail, consult higher lv, if OK, create SR<500
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Insurance hub (4278)
US, AIG (through Travel Guard®) and Generali provide rental car insurance
Agent don't contact the insurance provider for related reasons, direct the cs to the
RBC: royal bank of Canada
AIG: insurance for lodging and cars
Generali : can asceses and read policy on each region.
15 day examination period: 15 day cool-off from the booking day (check history from VC) : can refund amount. ( may apply exception)
We
anything relate to insurance coverage: provide cs the
1)policy number,
2)insurance provider name,
3)the insurance phone num (based on the location of cs),
4)customer's last name
to help them contact the insurance company by themselves

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Tier 3 escalation:
Important:
1.Always consult with your supervisor before escalating to Tier 3. Failure to do so may result in an invalid case.
2.You must document the case (S-case ID) BEFORE you call Tier 3 or transfer the call to Tier 3
3.Before escalate, fill out the form to document the case.
Ask the traveler to remain connected while you transfer the conversation to one of our dedicated escalation teams.

Document the case (S-case ID) before you transfer the chat to Tier 3
Traveler’s request
Actions executed by Frontline
Request for Tier 3
Escalate to Tier 3 via Chat_GLB_Escalations queue.

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18th Oct
Car insurance (4247)
Car and insurance are separated to cancel.
Car insurance can be refund only the car is not picked up
to Change car booking - cancel and rebook. for apply the same insurance, ask cs to follow the link in the new confirmation email.
EG insurance not honored (cs need to by additional insurance from vendor)-> refund the EG (Expedia Group) insurance
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Car booking and cancel
Confirmation num start with US: cs only can manage via link in the confirmation email.
Special request. Yes, but remember that special equipment requests are based on availability and not guaranteed. Card members can request the following:
Child seat, Bicycle rack, Hand controls, GPS, Luggage rack, Mobile phone, Ski rack, Snow chains
AARP: have discount rate and benefits.
Turo: Plan B rental, 3rd party vendor, local host, on US,CA,UK. Flexible cancellation. CS need help- send them to Turo (link or phone num)
RCP: relaxed cancel process. an automatic waiver has decided. A reason code for refund
Car rental has tax differ in each state that can result fee rise
Payment type (3590)
Payment : merchant (EG) and agency (car rental), pay now/pay later (NO pay later merchant)
base fare: the rate (taxes not include) of the car rental.
agent and customer see different set of info ->refer to payment type and refund waiver
CS also can be charged by Expedia for insurance attached with bk (because the insurance is paid separately)
Car rentals may has high cancellation than the bk value fee and different policy. Sometimes the cancel fee high as the bk value or higher result in refund value of 0$ or negative
Seek a waiver (outside RCP) : only for
Pay Now merchant bookings
Pay Now agency bookings
Pay Later agency bookings with a credit card attached, if a penalty fee applies.
Check the operation hour and phone number on VC, contact the agency, state the reason for cancel, ask for free cancel and any penalty
If waiver denied unfairly-> escalate to tier 2
Special request ( sometimes show as extra) can ONLY request during booking. not guarantee, charged separately