Process reminders

What is the first step when creating a new ticket?

• Click "Add" at the top left corner of the Zendesk screen

• Select a template by clicking "apply macro"

• Fill the drop down boxes with the correct the options

Bookings can be amended by clicking on

Passenger information can be updated by clicking on

When supplier must be notified via email of changes?

• When amending location, date and/or time.

• When amending Flight number

In order to cancel a booking, you will be required to click on

Self amendment: When amending the trip details (pick-up/drop off dates/times), the original booking is ______ and a new booking created behind the scenes

Self amendment: The newly created amended booking will be added onto the same trip. True or False?

• True

• False

When a self- amended Booking gets cancelled, customer’s refund will be processed from the first original booking that was created. True or False?

• True

• False

What to do if If the refund was not processed in a self amended cancelled Booking?

• Head over to the first booking that was created and manually reprocess the refund until the TX Code appears.

• Add the refund in the spreadsheet

• Raise a ticket with finance

When a booking is declined, a new booking will be created behind the scenes and will be under the original same