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.

Daily Mapping Check


Hotel Name Change status should be raised to tech support channel.


 Mapping Error status should be raised to tech support channel.

  • If tech confirmed that it is correct mapping and supplier has the old name of the hotel, make sure to change the status on the file from Mapping error to Supplier wrong hotel name/address

Technical Support Channel Escalation

  • Property Level Mapping Error
    • Mention Jojo, Karla, and Royce
  • Room Level Mapping Error - Non-Japan Property
    • Mention Ayra Mae
  • Room Level Mapping Error - Rakuten Travel as Supplier
    • Mention appropriate PIC. Refer to the list attached here.
    • Make sure to ask for the affected bookings

Client at fault


  • Send an email the client to know what property was booked from their end.
  • Once confirmed that the mapping error occurred on their end, ask whether they would like to ask help in confirming              the booking at the supposed property. However, price difference should be covered by the client.

Supplier at fault


  •  Send an email the supplier to know what property was booked from their end.
  • Once confirmed that the mapping error occurred on their end, ask the supplier to make sure that the booking was               confirmed at the original property

RTX at fault (More than 7 days pre-arrival)


  • Escalate the issue to TL to check our contract with the client and to check if we can rebook
  • IF TL opted to rebook, TL to inform RMS first regarding all the changes such as the cancellation policy, change in bed type, etc. and RMS to confirm with the client whether they agree. If yes, ask TL to proceed to rebook.

  • IF we cannot rebook due to huge price differences or no availability, rely on the contract
  • According to contract with client, we can cancel free of charge
    • IF the incorrect property is within 6km from the original property booked by guest, offer the alternative hotel to the client OR CFOC.
    • IF not within 6km, offer CFOC
    • IF client insists to confirm the original property, we push for CFOC and reiterate our agreement clause with the client


  • According to contract with client, we are obliged to offer alternative properties
    • IF the incorrect property is within 6km from the original property booked by guest, offer the alternative hotel to the client OR CFOC.
      • Client denied > offer other alternatives
    • IF not within 6km, offer CFOC and alternatives


RTX at fault (Less than or equal to 7 days pre-arrival)


  • Escalate the issue to TL to check if we can rebook as original
  • IF TL opted to rebook, TL to inform RMS first regarding all the changes such as the cancellation policy, change in bed type, etc. and RMS to confirm with the client whether they agree. If yes, ask TL to proceed to rebook.
  • IF there is no availability at the original property
    • IF the incorrect property is within 6km from the original property booked by guest, offer the alternative hotel to the client OR CFOC.
      • Client denied > offer other alternatives or CFOC
    • IF not within 6km, offer CFOC and alternatives



Please also note that;


  • If error was reported <7 days pre-arrival, CS to offer CFOC and/or alternatives regardless if there is an agreement that we can cancel FOC. This is because on the commercial POV, it is unfair for us to leave our partner with no booking. They are aware of the contract but there is no enough time from the report date to check in date for them to contact guest and resolve issues that originated from us. All additional charges will be tagged as Management (Commercial) Override.
  • If error was reported >7 days pre-arrival, we follow the contract. Any additional charges based on agreement will be tagged as Mapping Error.
  • If error was reported >7 days pre-arrival and no action from CS side upon discovery of the mapping error, all charges that could have been prevented will be tagged as CS error.


IF client accepted CFOC and asks for compensation, we can only offer 10% or USD100, depending on which amount is lower. We DO NOT offer both. We also state the exact amount of compensation.

Once the client declines the alternative hotel which is confirmed on our end, create an email to supplier


  • IF still refundable - ask supplier to cancel BUT do not cancel on our admin portal
  • IF non-refundable - ask supplier to waive the penalty and ask for refund
    •  IF supplier denied the refund, call the hotel.
    • IF we were able to secure waiver from the hotel, inform the supplier and resolve the ticket.

GENERAL KNOWLEDGE


  • 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 concern is Relocation then the client sent a special request) RMS will still work on the case/request.


  • IF Gen CS received another ticket whatever the concern is, and the ticket is handled by RMS, merge the ticket to RMS original  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


Auto rebooker (Pruvo/Profitrip)


Example booking: dy9j611k


Tags:   #replaced_to: 4n0mwr1k

The one that has replaced by tag is the original booking. And has the new supplier details.

The one that has replaced to tag should be cancelled and contains the old supplier details.


Client details remains the same hence we refer to the original booking when communicating to the client.


All Meals or No Meals


  • Never client’s fault > Either RTX or Supplier is at fault
  • Post to tech support channel to confirm who is at fault

Child Issue Rakuten Travel as Supplier (RT V5 is not included)


  • For any meal / bed additional fees collected by hotel to client, RTX will compensate client for the fees.
  • We will NOT bill RT for the same
  • This additional fees will be tagged as internal loss - tech

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).