Notes

1. Tools names and functions (5 tools): Ramco, Okta (BSA (book a package (htl, car,...), Voyager Classic (make new bkk, VNext, soft phone, Runway) Alba, LMS

2. Meal types: breakfast, Half board (breakfast +dinner) , Full board (breakfast, lunch, snack, dinner)

3. Bed types: Single, double, queen, king

4. Card types: American Express (3), Visa (4), Master card (2 or 5), or Discover (6)

5. Cancellation outside pe steps:
- let cx know
- open iteneray, cancel one by one

In Voyager, change the booking. Note: Any price increase will come out of the traveler's pocket.

Use the Change button.
Search for what the traveler is requesting.
Choose a room type and click add to room difference.
Tell the traveler:
Document the change:
Primary & secondary reason code: Flexibility Policy
In the knowledge base article field, enter the article ID for the Travel advisory
Waiving source: Property
In the Notes field, enter the article ID for the travel advisory
Complete any charges for increased price.
Will be done on the original form of payment
Fill in the security code
With the traveler's approval, complete the change.
Document your case.
The price difference
Note for price increase: The traveler will need to pay for any price increase.
Note for price decrease: The system will automatically refund the price difference.
The total price

6. Change outside pe steps



7. Cancellation inside pe steps
- Pay Now: In Voyager, change the booking. Note: Any price increase will come out of the traveler's pocket.

Use the Change button.
Search for what the traveler is requesting.
Choose a room type and click add to room difference.
Tell the traveler:
The price difference
The amount of the penalty fee that was waived
Price increased: The total price difference
(price increase – waived penalty = total)
Price decreased: Their refund amount for the decreased price, plus any penalty they owe
Document the change:

Primary & secondary reason code: Flexibility Policy
In the knowledge base article field, enter the article ID for the Travel advisory
Waiving source: Property
In Vendor contact fields enter:
First name: Flex
Last name: policy
Title or position: Title of the travel advisory
Complete any charges for increased price.
Will be done on the original form of payment
Fill in the security code
With the traveler's approval, complete the change.
Document your case.

- Pay Later
!!!Message: change will require a rebooking/cancellation of the existing itinerary message (e.g.)
=> DO NOT CONTINUE IF THE BOOKING IS NONREF

Check availability of nonref
- No: Adv cx to add with htl directly
- Yes: adv cx that we will make a new booking with tot amount and then cxl this current booking (nonref, ctc htl)


8. Info need to be collected from hotel when making OB call

9. Chat flow

10. Change inside pe
- Pay now
- Pay later

11. Reason codes
How many reason codes?
The difference between Site error and Content error?
- Site error (system, tool, not relate to cx)
- Content error (cx book hotel has pool but in reality no pool)

Use when the information on the website is incorrect, missing, or misleading.
Example: Customer wasn't notified of additional taxes, fees, or deposits



12. When do/don't we transfer to Relocation team?

13. When do/don't we escalate to Tier 3? https://traveler.my.site.com/Runway/s/article/When-to-escalate-to-Tier-3-English?language=en_US

dont: Floor support, Lodging only, Quantum Metrics, Vendor not available (VNA) and Name corrections, No Supervisor requested








14. When do we call the vendor? Ask the hotel for a penalty waiver
- https://traveler.my.site.com/Runway/s/article/Ask-the-hotel-for-a-penalty-waiver-1694551216499?language=en_US
- https://traveler.my.site.com/Runway/s/article/Call-a-vendor-or-travel-provider-1694551027091?language=en_US


For 20 mins - Pick random

1. change inside penalty (pay now&later) nonref room so client don't pay penalty
+Pay now
- Check avail NONREF room (hotel policy)
No room: book new before cxl old (obc htl to get waiver // htl said no, inform cx, decision by cx)
Have room: OBC get waiver (can click change in reservation)
+Pay later
(yellow warning - no change) pay later nonref can not change, only cancel// pay now can change
- No room: advise client talk hotel do by themselves
- Yes: get waiver to cancel old and book new

change outside penalty
>> book new one and cancel