Overview


This refresher course aims to update and reinforce essential knowledge and skills in the Customer Service process. Agents will revisit key concepts and practices, ensuring a comprehensive understanding of our organizational workflow. The course will emphasize practical applications and real-world scenarios to enhance proficiency and confidence. By the end of the course, participants will be equipped to apply their refreshed knowledge effectively in the day-to-day handling of partner concerns, thereby improving performance and achieving better outcomes.

Refund, Cancellation and Compensation Requests


1. Cancellation Due to Unforeseen Circumstances: A guest needs to cancel their reservation due to a sudden illness or family emergency. They request a refund of their deposit or prepayment.

2. Unsatisfactory Room Condition: Upon arrival, a guest finds that their room does not meet cleanliness standards or has maintenance issues that significantly affect their stay. They request a refund or a discount.

3.Service or Amenity Not Provided: A guest booked a suite with a specific amenity (e.g., a private balcony or a bathtub), but upon arrival, they discover that the amenity is not available. They request a refund or a room upgrade.

4. Double Booking or Overcharge: A guest notices they have been charged twice for the same reservation or have been charged more than the agreed-upon rate. They request a refund for the overcharge.

5. Booking Mistake or Change of Plans: A guest accidentally booked the wrong dates or made a mistake in their reservation details. They request a refund if they are unable to modify their booking.

6. Unsatisfactory Experience: A guest experiences significant dissatisfaction with their stay due to noise, cleanliness issues, or other factors that were not as advertised. They request a partial refund.

Amendment Requests


1. Change of Dates: A guest needs to adjust their reservation dates due to a change in travel plans or unforeseen circumstances.

2. Change of Names: A guest needs to change their names on the reservation.

3. Room Type Change: A guest decides they would prefer a different room type than originally booked, such as upgrading to a suite or requesting a room with specific amenities.

4. Addition of Extra Guests: A guest originally booked a room for one person but now needs to accommodate additional guests, such as a partner or children.


Hotelres and ABI



Ticket properties of ABI that only needs to be updated include the following:


  • RTX Booking ID
  • Status to Resolved
  • Issue Type
  • Resolution


Once the reservation under supplier Rakuten Travel/ RTV5 has been CFOC (with ABI or hotelres), reach out to your 2IC to override the booking on Admin portal.


Cancellation Policy Stating Penalty %


  • Use the canned response available on FD only stating the % of the penalty and ask the client to reach out to our Finance team for the exact amount of refund
  • Client insists? > raise the issue to your Team Lead for them to instruct you regarding the proper computation of the refund amount.



Markup


client cost/supp cost = margin

supp + added amount x margin = adjusted amount

Example:

Client cost price: USD119.06

Supplier cost: USD116.72

Added amount: USD25


119.06 / 116.72 =1.02 (margin)

(116.72 + 25)  1.02 =USD  144.55 

https://rakutentravelxchange.freshdesk.com/a/tickets/1482584


Note: no need to compute if the supplier stated that the guest should pay directly at the hotel.

 Cancellation notification from Agoda as supplier


Check the following:

Booking status if confirmed

Check in

Supplier ref

Pay at hotel -Rate type (If matching)



Go to search bar using the supplier reference

Look for action required - Inform TL

If none: Respond to Agoda why did they cancel and CC Agoda supplier - reach out to TL

Sabre as a supplier pay at hotel


Any request from the client


  •    Advise the client to ask the guest to contact the hotel directly

New created tickets via automation are NOT for merging.


 Work on it if it is a valid ticket/request

Execute the new ticket if it is not a valid ticket

Do not merge the new ticket to the existing one.


If the ticket is still open (eg., initial req is Name amendment then the client sent a cancellation request) CSS will still work on the case/request.

If the ticket is resolved (Amendment done) and the client sent a cancellation request, original ticket owner should ONLY change the Request type for it to trigger the automation and the agent working on unassigned should work on the new cancellation request. Do not merge the ticket.


No need to acknowledge the last email of the client/supplier before changing the request type of the ticket.


Bed type is not guaranteed to clients


On admin portal:


"Description" is not guaranteed but is just a normalization for description used by our tech team.


"Supplier description" is the one guaranteed. This is what we can chase supplier for.

  • If Supplier description contains bed description, we chase suppliers

    Examples are Twin Room, Double Room, Triple Room, King Room, Queen Room.

  • If room type states  2 or more description such as Twin or Double Room, bed is subject to availability.

  • If room type states Standard Rooms, Deluxe Rooms, Suite Rooms, and no bed description, hence bed is not guaranteed and is subject to availability as well.


If we encounter cases where supplier disputes beds indicated in the supplier description, please raise to tech support, tag Ayra Mae and Jin Wee Lee

New ticket created  automation DOES NOT WORK on outbound emails or emails that we are the one who sent it out initially (i.e. supplemental supplier tickets or forwarding client tickets).