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2These are very seldom requests; check Power Library if a client is entitled to hotel pre-payment; if yes, transfer a request to in-country team workbasket: BX_VIR_P1_NLFL
3Add your remarks regarding issuing the ticket including fare and fare basis in RTRM and place reservation on a Queue AMSWL2102/90C9
4Consult the case with your Webhelp Team Leader.
For pre-trip/during trip issues:
• work with your Webhelp Team Leader to solve a problem for a Traveler.
• Webhelp Team Leader shall consult such cases with in-country team.
• Once case is resolved, Webhelp Team Leader needs to log it into "GSC Connect" tool for reporting purposes.
• Only if there is financial claim from a Traveler, in addition transfer an email to Customer Care: [email protected] for further investigation with short summary of the case and resolution provided to a Traveler (e.g.:. ticket booked for wrong dates due to agent error, rebooked for XX cost). Add GSC Connect error ID.
For post-trip issues, forward an email to Customer Care team [email protected] for investigation.
If a booker/Traveler escalated the general quality of BPO services in the email requesting a contact from e.g.: a manager:
• Contact Webhelp Team Leader , Webhelp Team leader shall consult such cases with in-country team, in-country team if needed will contact a booker/Traveler or will advise the Webhelp team to forward an email to Customer Care.
5.No, Local offices are closed on public holidays, also support teams, such as Backoffice or ticketing department are not working on these days. If the ticket is rejected from the robot due to issues with stored fare, FOID missing, FOP issues or any other problems, there will be no one to correct the booking and issue the ticket. If ticketing date falls on a public holiday, Hence, please set it up 1 day prior to make sure ticket gets issued on time and a traveler gets a chance to review the itinerary and ticket
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