What, where and why ? 2

What should we do if a customer contacts us and claims that they are entitled for the free taxi but the free taxi widget is not in the TED booking?

• We must advise customer to contact Accomodation Department

• Provide the Accommodation ID to your manager.If a customer meets the eligibility criteria, the manager will confirm that the customer is entitled for the Free Taxi and create a booking.

• Advise customer to take local taxi and offer to cover the cost

• Advise customer to create a paid booking if he dont received free taxi offer

What do we do if the customer requires additional stops or drop off points that are not covered by the original booking and should incur further charges?

• We should cover all additional payment

• Advise customer to contact driver/supplier directly to arrange additional stop and pay additional fee as we cannot assist with this request

• If the additional stop is related to the property booked through Booking.com (eg. to collect keys for an apartment) then cover this additional payment.

• If additional fee are lover than 20 EUR we should cover it even if the additional stop is unrelated the property booked through Booking.com

True or False

If the supplier does not inform us in advance that they are unable to provide the service due to a substantial delay, and only once an investigation has been opened, this will be classed as a Driver-No-Show and the penalties will apply

• True

• False

Which customer do we consider as a loyal customer when dealing with a post journey complaint ?

• Customers with Genius Level 2 with an average hotel spend of 500GBP (or equivalent) or Genius Level 3

• Only customers with Genius Level 3

• All customers who have any hotel bookings

• Customers with Genius Level 3 with an average hotel spend of 500GBP (or equivalent)

What should you do in case you’d like to provide extra support to the customer outside our policies and procedures and offer a Goodwill refund?

• You can offer GWR in any case without further approval if you feel its right to do

• You must double-check with managers (GWRs, extra refund when it should not be provided, extra discount higher than 10% and so on)

• You can always offer GWR to a Loyal Customers without further approval from manager

• We can't offer GWR

What should we do when dealing with complaints received through live channels, so phone calls and chats ?

• Advise customer that are not able to deal with complaints over the phone or chat so we will end up this chat/call and we will send customer an email asking more details.

• Ask the customer as many questions as possible to understand what happened. We can refund customer if we have enough information/evidence

• If customer contact us past pick up time then always advise customer we will open investigation and we will send customer an email asking more details.

What should we do if supplier contact us ( before 24 hours to pick up) to inform us they are unable to provide the service and request to cancel the booking?

• We should contact customer and ask to cancel the booking

• We should advise supplier they must decline the booking via portal ( They will not be penalized for declining over 24hrs)

• Cancel the booking as per supplier request

What should we do if supplier request to cover additional fee for child seat over the phone?

• We agree to cover it and apply requested fee via Courtesy Discount

• Inform the supplier that you cannot take this request via phone call and as per the guidance in the Partner Help Centre, they should contact us via the Contact Form.

• Inform the supplier that we agree to cover it, apply requested fee via Courtesy Discount and send email to supplier to confirm it.

What should we do if supplier call to report missed flight number in the booking?

• Advise supplier we send auto reminders to customers and this is advised to all partners. If the Flight Number is not provided the Supplier should fulfil at the pickup time and ignore any offset, then wait for 45 mins.

• Advise supplier If the Flight Number is not provided the Supplier should decline booking.

• Advise supplier they should call to customer and ask for flight number

What is the penalties if Child seat not provided (not mandatory in the country)

• If supplier agreed in advance and do not provide - 100% penalty charge + child seat fee reduction

• If supplier agreed in advance and do not provide - 50% penalty charge + child seat fee reduction

• If supplier agreed in advance and do not provide - 25% penalty charge + child seat fee reduction