Notes

Change a Lodging booking
Article Record Type
Legacy
Article Number
000001315
Legacy Id
1916
Publication Status
Published
New Info
Last Published Date
2/20/2024, 1:59 PM
Topics:
All Roles
All Contact Handling
All Brands
Reconfirm
Lodging
Details
Read about:

Before you begin
When to call the property
Bookings with other processes
EPS: Change lodging booking—Offline
Change lodging booking with penalty fee
Change a Pay Later booking to a Pay Now booking
Change lodging booking with no fee
Add nights to a lodging booking—no penalty / pre-stay
Add nights to a lodging booking—penalty fee / pre-stay
Reduce nights — Inside penalty
Reduce nights — Outside penalty — Frontline
Property not reached (reduce nights)
Reduce nights — Outside penalty—Offline
Related articles


Before you begin
We won't charge the customer a fee to make changes to their booking, but the property might. Check the policies to see if you can call the property and ask them to waive the fee.

Note: These are general guidelines agents. You must review any exceptions before making a final decision.

For EPS agents: For Riu Vacation hotel change policies, see Riu Vacation policies.


When to call the property
Follow guidelines in Contact the hotel.

EPS: You can still call if it's an extenuating circumstance.
Don't call for a same/next day check-in Pay Later booking made without a credit card. The booking didn't require a credit card, so the property isn't charging a fee.


Bookings with other processes
Booking type

Do this instead of a change

Bookings from the Korea point of sale (POS) where the check-in date is 120 days or more from now

Rebook another refundable rate and cancel the original booking.

Third-party inventory (3PI) bookings

Rebook a non-3PI property and cancel the original booking. Or the customer can cancel/rebook through the website.

Vrbo bookings

Offer to transfer the customer to a Vrbo specialist. The customer can also contact the property manager on their own.

Tesco vouchers

For voluntary changes, changes can be made to the booking, but Tesco vouchers can't be reused. Customers will pay in full for the new booking. For other change scenarios and more details regarding this voucher, also see article Tesco Clubcard vouchers.

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EPS: Change lodging booking—Offline
The Voyager Change workflow can be complicated, and room rates change often. To prevent any issues before they arise, always direct the partner/traveler to call us to process any changes.

If
Then

More than 72 hours before check-in

Send an email to the partner/traveler and ask them to call us to make the change.

Check-in within 72 hours (imminent)

Call the partner/traveler to confirm the request.
If you can't reach them, send them an email and ask them to call us to make the change.
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Change lodging booking with penalty fee
Non-refundable bookings: In Voyager, a non-refundable room can only be changed to another non-refundable room/rate. If one isn't available, cancel and rebook the customer.
For A2A: The same applies to A2A bookings, unless the property is willing to allow a refundable policy on a new booking. If we need to cancel and rebook due to policy differences, ask the partner to process the cancel/rebook. You will handle the canceled booking as a waiver request.
When the change is because of our error: If the customer needs to make a change because of an agent, site, or content error still call the property to ask about a waiver. But, if the property says no (or you don't reach an approver), make the change using Expedia as the Waiving Source. No need for an SR.


How it works
Find out why the customer wants and if there is availability to change their booking so you can tell the property.
Call the property:
Ask them to waive the change fee.
Get the approver's first/last name and job title for documentation.
If the property needs support documentation to process the customer's change waiver request, send an email using the template Email to traveler: Property requests supporting documentation from Email templates for Frontline Lodging
If the property asks us to send the waiver request through email and the reservation is still pre-travel, send an email using the template Email to property: Property wants the request via email - Supplier waiver request - Pre-travel from Email templates for Frontline Lodging
If no availability, property might have an option to do manual change.
If the property

Then

Says yes

If the property charged a deposit, ask them to refund it to the customer.
Search for what the customer wants.
Choose Property as Waiving Source.
In the Vendor Contact Notes, enter Approved partial/[# nights approved]/[dates of nights not charged].
If manual change was done, send emails to the traveler and property using the templates below from Email templates for Frontline Lodging
Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
Says yes to a partial waiver

If the customer still wants to change the booking and pay what the property agreed to, change it and charge the full fee.
Then, use the Refund button to give the customer back the difference.
Choose specific reason code and Property as Waiving Source.
In the Vendor Contact Notes, enter Approved partial/[# nights approved]/[dates of nights not charged].
Create a New S-Case.
If manual change was done, send emails to the traveler and property using the templates below from Email templates for Frontline Lodging
Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
Says no

Let the customer know the property isn't waiving the fee.
Choose No Waiver as Waiving Source.
In the Vendor Contact Notes, enter Waiver Denied.
If the customer decides not to change their booking, click Inquiry Only.
Approver isn't available

Follow your process for when a vendor isn't available.

Disconnected call while securing a waiver approved

If the call gets disconnected while talking with the property and you were not able to secure waiver approval, send an email using the template Email to property: Disconnected call - Waiver request from Email templates for Frontline Lodging
File a Waiver Service Request
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Change a Pay Later booking to a Pay Now booking
Find out why the customer wants to change their booking so you can tell the property.
Call the property:
Ask them to waive the change fee.
Get the approver's first/last name and job title for documentation.
If the property needs support documentation to process the customer's change waiver request, send an email using the template Email to traveler: Property requests supporting documentation from Email templates for Frontline Lodging
If the property asks us to send the waiver request through email and the reservation is still pre-travel, send an email using the template Email to property: Property wants the request via email - Supplier waiver request - Pre-travel from Email templates for Frontline Lodging
If no availability, property might have an option to do manual change.
If the property

Then

Says yes

Tell the approver to expect a cancellation and rebooked reservation for the customer.
If the property charged a deposit, ask them to refund this to the customer.
Search for what the customer wants.
In the Vendor Contact Notes, enter "Approved/(# nights approved)/(dates of nights not charged)".
Tell the customer they can ignore part of an email message from us saying standard cancellation terms/condition apply. It's an automated email we can't edit, but it doesn't apply because the property already agreed to waive the fee.
If manual change was done, send emails to the traveler and property using the templates below from Email templates for Frontline Lodging
Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
Says yes to waiving the deposit

Ask the property to refund the deposit and email this info to the customer.
In the Vendor Contact Notes, enter "Approved partial/(# nights approved)/(dates of nights not charged)".
Tell the customer they can ignore part of an email message from us saying standard cancellation terms/condition apply. It's an automated email we can't edit, but it doesn't apply because the property already agreed to waive the deposit.
If manual change was done, send emails to the traveler and property using the templates below from Email templates for Frontline Lodging
Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
Says no

Let the customer know the property is charging the fee and, if they have any billing questions, to call the property.
In the Vendor Contact Notes, enter "Waiver Denied".
If the customer decides not to change their booking, click Inquiry Only.
Approver isn't available

Follow your process for when a vendor isn't available.

Disconnected call while securing a waiver approval

If the call gets disconnected while talking with the property and you were not able to secure waiver approval, send an email using the template Email to property: Disconnected call - Waiver request from Email templates for Frontline Lodging
File a Waiver Service Request
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Change lodging booking with no fee
If And Then
With availability -
Proceed in changing the reservation. From the itinerary in Voyager, click Change.
Search for what the customer is requesting.
Choose a room type and click Add to Room Difference.
Select the applicable reason codes.
Provide the applicable disclosure for change. You may see the articles below for reference.
Required disclosures for US, Canada, EMEA, and LATAM agents
Required disclosures for APAC agents
Document your case and finish the change.
No availability Traveler is open for other dates Offer the available dates in our system (as much as possible closer to the initial change the traveler requested)
Date is non-negotiable Try to offer other available room type (Check for a lower rate with almost the same amenities to avoid additional charge)
None from the above works Offer to cancel so traveler can rebook on their end
Note for bookings paid with installments:
When there is a rate difference, charge the customer for that amount all at once. A rate difference can't be paid in installments.
If the customer doesn't want to do that, and you can choose installment payments on a new booking, cancel the current booking and rebook. Some POS only offer installments when booking online.
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Add nights to a lodging booking—no penalty / pre-stay
For A2A: If the partner has Affiliate Voyager, let them know that they can make these updates themselves in the future.

Are rooms available in Voyager?

Then

Yes

Use the Change flow to add nights.
Select the applicable reason codes.
Let the customer know the rate difference. Provide the applicable disclosure for change. You may see the articles below for reference.
Required disclosures for US, Canada, EMEA, and LATAM agents
Required disclosures for APAC agents
Document your case and finish the change.
No

Call the property to see if they have availability.
If yes, the customer can book extra nights with the property directly.
For A2A: Let the partner know there's no availability and that we're unable to make a change. They can cancel and rebook the customer as needed.


If Voyager won't let you cancel, see Add nights to a lodging booking or early-checkout—penalty fee.

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Add nights to a lodging booking—penalty fee / pre-stay
If there's a penalty fee, or Voyager won't let you cancel, use these steps.
For A2A: If the partner has Affiliate Voyager, let them know that they can make these updates themselves in the future.

Are rooms available in Voyager?

Then

Yes

Make another booking for the added nights in the same room type and put in a special request for the customer to stay in the same room their whole stay. Remind the customer that special requests aren't guaranteed.
For A2A: Late check-out fees may apply to cover the time from check-out to check-in between the 2 bookings.
No

Tell the customer to work directly with the property to book the extra nights.
For A2A: Let the partner know there's no availability and that we're unable to make a change. They can cancel and rebook the customer as needed.
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Reduce nights — Inside penalty
Double-check the itinerary status shows there's a fee to cancel (inside penalty).
Contact the property.
Ask if they can change the dates in their system.
If the date of check-in is changing: Ask if they will hold the room or add a note to the booking that the traveler will be arriving on a later date.
If the property agrees to waive: Still ask if they can leave a note in their system with the new date.
If the traveler paid a deposit: Ask for the refund amount and timeline for when the property agrees to waive.
If the property needs supporting documentation to process a customer's change waiver request, send an email to the traveler using the template Email to traveler: Property requests supporting documentation in Email templates for Frontline Lodging
If the property asks us to send the waiver request through email and the reservation is still pre-travel, send an email using the template Email to property: Property wants the request via email - Supplier waiver request - Pre-travel from Email templates for Frontline Lodging
Assist the traveler based on the property's response:
If Then
Property agrees to waive
(Pay Now / Expedia Collect booking)
Let the traveler know we will refund.
To refund the unused nights, use the refund flow in Voyager Classic.
If the refund is less than 500.00 USD and the refund button is greyed out process the refund using the Credit workflow as per: Use the Charge Refund and Credit workflows If the refund is more than 500 USD raise a Refund Over 500 USD SR
Document the refund.
Primary: Site error
Secondary reason code: Agent tool Refund Error
Waiving source: Property
Vendor contact notes:
Approver details: First/last name and job title
Note: if not given put Not disclosed
night reduction approved by the property
Inform the traveler of the refund amount and timeline.
Document your case.
Property agrees to waive
(Pay Later / Hotel Collect booking)
Let the traveler know the property will only charge the used nights.
If a deposit was paid:
Tell the traveler that the property will take care of the refund.
Let them know the amount and refund timeline that the property provided.
Property says no
Let the traveler know of the property's decision (e.g., no refund).
If the traveler still wants to travel the reduced nights: Explain the property made a note of the reduce nights, but no refund for the unused nights will apply.
Could not reach property / approver Follow your regular change process for when the property cannot be reached.
Disconnected call while securing a waiver approval
If the call gets disconnected while talking with the property and you were not able to secure waiver approval, send an email using the template Email to property: Disconnected call - Waiver request from Email templates for Frontline Lodging
File a Waiver Service Request


If a manual change was done, send emails to the traveler and property using the templates below from Email templates for Frontline Lodging

Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
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Reduce nights — Outside penalty — Frontline
Double-check the itinerary status shows there's no fee to cancel (outside penalty).

In Voyager, search for the new dates.
If available, and no price increase:
Perform the change.
Let the traveler know no additional charges apply.
Tell the traveler the amount to be refunded and the timeline.
Document the case.
Do not continue to step 2.
If no availability or a price increase, Contact the property to ask if they can change the dates in their system.
Change to check-in date: Ask if they will hold the room or add a note to the booking that the traveler will be arriving on a later date.
Change to check-out date: Ask if they will add a note to remove nights and not charge the traveler for the unused nights.
Note: if the property is a do not contact property, acknowledge that they requested to not be called, but that this is a special circumstance.
If the property needs supporting documentation to process a customer's change waiver request, send an email to the traveler using the template Email to traveler: Property requests supporting documentation in Email templates for Frontline Lodging
If the property asks us to send the waiver request through email and the reservation is still pre-travel, send an email using the template Email to property: Property wants the request via email - Supplier waiver request - Pre-travel from Email templates for Frontline Lodging
Assist the traveler based on the property's response:
If Then
Property agrees to waive
(Pay Now / Expedia Collect booking)
Inform the traveler:
The unused nights will be refunded.
No extra charges will apply.
The change will not be reflected on the itinerary.
To refund the unused nights, use the refund flow in Voyager classic.
If the refund is less than 500.00 USD and the refund button is greyed out process the refund using the Credit workflow as per: Use the Charge Refund and Credit workflows If the refund is more than 500 USD raise a Refund Over 500 USD SR
Document the refund
Primary: Site error
Secondary reason code: Agent tool Refund Error
Waiving source: Property
Vendor contact notes:
Approver details: First/last name and job title
Note: if not given put Not disclosed
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
Inform the traveler of the refund amount and timeline.
Confirm the manual change via email using the templates below from Email templates for Frontline Lodging
Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
Document your case.
Property agrees to waive
(Pay Later / Hotel Collect booking)
Inform the traveler:
The property will only charge the used nights.
The change will not be reflected on the itinerary.
If a deposit was paid:
Tell the traveler that the property will take care of the refund.
Let them know the amount and refund timeline that the property provided.
Confirm the manual change via email using the templates below from Email templates for Frontline Lodging
Email to traveler: Proof/confirm of manual change
Email to property: Proof/confirm of manual change
Property says they will charge the traveler
(Pay Now / Expedia Collect booking)
Let the traveler know we will refund, and we will email them a notification when the refund is processed.
To refund the unused nights, use the refund flow in Voyager classic.
If the refund is less than 500.00 USD and the refund button is greyed out process the refund using the Credit workflow as per: Use the Charge Refund and Credit workflows If the refund is more than 500 USD raise a Refund Over 500 USD SR
Document the refund
Primary: Site error
Secondary reason code: Agent tool Refund Error
Waiving source: Expedia
The amount to be refunded
The nights the refund is for
Vendor contact notes:
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
Inform the traveler of the refund amount and timeline.
Document your case.
Property says they will charge the traveler
(Pay Later / Hotel Collect booking)
Inform the traveler:
The property is collecting the payment.
They need to ask for a receipt that shows the actual dates of the stay and send it over to us.
The receipt needs to show:
The actual dates of stay
The amount charged
The date charged
Explain how to send the receipt:
They should send via email.
Give them the correct brand email address from Expedia Group lines of business contact information.
They can attach a document or an image in JPEG, PNG, or PDF format.

Once we've received their documents, we will process the refund and email them notifying the refund is processed.

If the traveler can't make note of the email address right now:
Tell them we will send them an email requesting the documentation.
They can reply to this email after their stay.
Email the traveler using template Reduce nights - Pay Later - Outside penalty - Property will charge.
Document your case and include
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
Waiting for documenation - email sent
Waiving source: Expedia
Could not reach property / approver Follow the process below for Property not reached.
Disconnected call while securing a waiver approval
If the call gets disconnected while talking with the property and you were not able to secure waiver approval, send an email using the template Email to property: Disconnected call - Waiver request from Email templates for Frontline Lodging
File a Waiver Service Request
Property not reached (reduce nights)
Pay Now
Pay Later
Pay Now

Check-in date changes (traveler will arrive late or reduce nights at beginning of stay)

Inform the traveler:
We couldn't reach the property and will try to reach out again.
We'll send the traveler an email that we agree to the late check-in.
The traveler should show this email to the property at check-in.
Follow the below instructions based on the travel start date/time:
If Then
Check-in is within 24 hours
Recommend the traveler also contact the property to ensure they aren't marked as a no-show. This can either be done by…
Calling the property – please provide the phone number.
Messaging the property through their account:
trips
select itinerary.
click contact property.
select message property.
Inform the traveler to reply to the email send once they receive a reply from the property, including name and position of the person they communicated with
Create a Waiver request service request SR – schedule for 1 hour.
Include in the Notes: reduce nights pre-travel LCI (Late check-in)
24 hours to Check-in
If the traveler gets back to us within 24 hours reporting issue add check-in

Review case documentation to confirm the open request.
Transfer to Relocations
Document your case and include:
Reduce nights Pre-travel LCI (Late check-in)
Waiver request was created to follow up with the property
Edit the SR.
Check-in is between 24 and 72 hours
Recommend the traveler also contact the property to ensure they aren't marked as a no-show. This can either be done by…
Calling the property – please provide the phone number.
Messaging the property through their account:
trips
select itinerary.
click contact property.
select message property.
Create a Waiver request service request (SR).
Include in the Notes: reduce nights pre-travel LCI (Late check-in)
Check-in is more than 72 hours away
Inform the traveler:
We will follow up with the property to ensure they're aware of the late check-in.
We will refund them, and notify them once processed.
Create a Waiver request service request (SR).
Include in the Notes: reduce nights pre-travel LCI (Late check-in)
In Voyager Next, email the traveler using the template Reduce nights - Pay Now - Outside penalty - Property not reached.
Note: Allow replies.
Document your case and include:
Reduce nights Pre-travel LCI (Late check-in)
Waiver request was created to follow up with the property
Check-out date changes(traveler is reducing nights at the end of their stay)

Inform the traveler:
We couldn't reach the property and will try to reach out again.
We'll send the traveler an email that we agree to the early check-out.
The traveler should show this email to the property at check-in.
We will follow up with the property to ensure they're aware of the early check-out.
We will refund them, and notify them once processed.
Create a Waiver request service request (SR).
Include in the Notes: reduce nights pre-travel EOS (end of stay)
In Voyager Next, email the traveler using the template Reduce nights - Pay Now - Outside penalty - Property not reached.
Note: Allow replies.
Document your case and include:
Reduce nights Pre-travel EOS (end of stay)
Waiver request was created to follow up with the property.


Pay Later

Check-in date changes (traveler will arrive late or reduce nights at beginning of stay)

Inform the traveler:
We couldn't reach the property and will try to reach out again.
We'll send the traveler an email that we agree to the late check-in.
The traveler should show this email to the property at check-in.
If Then
Check-in is within 24 hours
Recommend the traveler also contact the property to ensure they aren't marked as a no-show. This can either be done by:
Calling the property – please provide the phone number.
Messaging the property through their account:
trips
select itinerary.
click contact property.
select message property.
If the property charges them:
We need a receipt that shows the actual dates of the stay.
We will send them an email that they can reply to with the documentation.
Once received, we will process the refund and notify them.
Create a Waiver request service request SR – schedule for 1 hour.
Include in the Notes: Reduce nights pre-travel LCI (Late check-in)
24 hours to Check-in
If the traveler gets back to us within the 24 hours reporting issue add check-in

Review case documentation to confirm the open request
Transfer to Relocations
Edit the SR
Check-in is between 24 and 72 hours
Recommend the traveler also contact the property to ensure they aren't marked as a no-show. This can either be done by…
Calling the property – provide the phone number.
Messaging the property through their account:
trips
Select itinerary.
click contact property.
Select message property.
If the property charges them:
We need a receipt that shows the actual dates of the stay.
We will send them an email that they can reply to with the documentation.
Once received, we will process the refund and notify them.
Create a Waiver request service request (SR).
Include in the Notes: reduce nights pre-travel LCI (Late check-in)
Check-in is more than 72 hours away
Inform the traveler:
We will follow up with the property to ensure they're aware of the late check-in.
If the property charges them:
We need a receipt that shows the actual dates of the stay.
We will send them an email that they can reply to with the documentation.
Once received, we will process the refund and notify them.
Create a Waiver request service request (SR).
Include in the Notes: reduce nights pre-travel LCI (Late check-in)
In Voyager Next, email the traveler using the template Reduce nights - Pay Now - Outside penalty - Property not reached.
Note: Allow replies.
Document your case and include:
Reduce nights Pre-travel EOS (end of stay)
Waiver request was created to follow up with the property.


Check-out date changes (traveler is reducing nights at the end of their stay)

Inform the traveler:
We will take care of the issue.
We will send them an email to confirm we agree with the reduced nights to show at check-in.
The traveler should show this email to the property at check-in.
If the property charges them:
We need a receipt that shows the actual dates of the stay.
We will send them an email that they can reply to with the documentation.
Once received, we will process the refund and notify them.
In Voyager Next, email the traveler using the template Reduce nights - Pay Now - Outside penalty - Property not reached
Note: Allow replies.
Document your case and include:
Reduce nights Pre-travel EOS (end of stay)


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Reduce nights — Outside penalty—Offline
If you receive a request to remove nights from a lodging booking, follow the below steps:

Review the service request as outlined in Handle a service request - Offline in article How and when to use a service request.
Proceed depending on the request:
If

Then

Email from traveler

Review the documentation to confirm the refund amount.
Refund the traveler accordingly.
Document the refund
Primary reason: Site error
Secondary reason: refund tool error
Waiving source:
If approved: Property
If declined: Expedia
Vendor contact notes:
If property approved, approver details: first/last name and job title
Note: If not given put Not disclosed
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
Inform the traveler using the template Reduce nights - Documentation received - Refund confirmation.
Email from property

In-penalty booking
Handle the request as usual.

Outside-penalty booking

Whether the waiver was approved or declined, refund the traveler.
Document the refund:
Primary reason: Site error
Secondary reason: refund tool error
Waiving source:
If approved: Property
If declined: Expedia
Vendor contact notes:
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
Inform the traveler using the applicable template:
Reduce nights - Request approved by supplier - Refund confirmation
Reduce nights - Supplier not reached
Reduce nights - Supplier declined
Waiver Request

In-penalty booking
Follow your regular waiver process.

Outside-penalty booking

If travel starts within 24 hours:
Make 1 (one) call attempt to the property.

If reached: Refund the traveler accordingly.
Document the refund:
Primary reason: Site error
Secondary reason: refund tool error
Waiving source:
If approved: property
If declined: Expedia
If not reached: Do not process a refund until we reached the property, instead.
create an SR
send an email to the property using the template Email to vendor – Reduce nights at beginning of the stay.
Reschedule the SR to your earliest notice to try again.
If the SR is edited by a frontline agent, review the notes and take action accordingly

If transferred to Relocations: Close the SR the RS agent will handle the request
If traveler informed us of property response: Refund the traveler accordingly.
If we received a response:
Process the refund accordingly
Document the refund:
Primary reason: Site error
Secondary reason: refund tool error
Waiving source:
If approved: Property
If declined: Expedia
Vendor contact notes:
If property approved, approver details: first/last name and job title
Note: If not given put Not disclosed
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
If no response:
Make 1 (one) call attempt the property.
Refund the traveler accordingly.
Document the refund:
Primary reason: Site error
Secondary reason: refund tool error
Waiving source:
If approved: Property
If declined: Expedia
Vendor contact notes:
If property approved, approver details: first/last name and job title
Note: If not given put Not disclosed
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
Inform the traveler using the applicable template:
Reduce nights - Request approved by supplier - Refund confirmation
Reduce nights - Supplier not reached
Reduce nights - Supplier declined
Refund Request

Refund the traveler accordingly.
Document the refund:
Primary reason: Site error
Secondary reason: refund tool error
Waiving source:
If approved: Property
If declined: Expedia
Vendor contact notes:
If property approved, approver details: first/last name and job title
Note: If not given put Not disclosed
If price is higher: NIGHTREDHP
If no availability: NIGTREDNOAVAIL
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Flex policy refunds for in-stay and post-stay bookings
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General feedback about Runway experience? Watch for upcoming survey to share your great ideas or share them with your leadership team who can pass along to the appropriate teams!