Customer wants to amend a refundable booking within the free cancellation policy? What’s your next move?

• Booking amended. Done and dusted!

• Time to review those exceptions!

• Guide Customer on how to self-amend on the portal

• Call the supplier and try to amend the booking

What tools can help you  handling a booking amendment request?

• A brand new software

• Templates, shortcuts, new amendments policy slides

• A legion of additional staff wizards

• There is nowhere to look for help

Imagine you are our customer, booking your dream vacation, and suddenly, you're asked to pay a bit more to confirm a change in your booking. Why do you think that is?

• Oops! A sneaky system error.

• Because of some unexpected changes in availability or rates from the supplier's side

• You decided to level up your experience with an upgrade. More fun, right?

• A surprise promotional discount made its way to you!

What should be done if a customer wants to amend a non-refundable booking made through an API supplier?

• Guide the customer on how to self-amend

• Amend the booking

• Advise the booking cannot be amended

• Call the supplier and try to amend the booking

Guess when it's totally cool to ring up our suppliers, based on those sneaky exceptions we mentioned in slides?

• When the customer is craving a special meal

• When important information essential for pick-up is missing from the booking

• When the customer has too many luggage items

• When the booking is made during a holiday season

Guess when it's a smart move to reach out to suppliers for bookings created outside the free cancellation policy?

• When the booking is made with a discount and its our Genius Customer

• When the booking is non-refundable at the time of making a booking

• When the booking is made during peak season

• When the booking is for a big, happy group

🌟 Our local supplier Call us and ask to amend booking due customer request they received. What should be done before amending a booking ?

• 👥 Try to confirm the amendment with the customer via call, if not answered amend booking

• 🚀 Change it up right away, no questions asked

• 🤝Confirm the amendment with the customer , and before making any changes in the system make sure its not API supplier

• ✉️ Wait for a written confirmation from the supplier

Customer ask you to amend a non-refundable booking made through a non-API supplier and it's not an exception. What's the next move, detective?

• Transform it! Amend the booking.

• Get on the phone! Try to amend the booking with the supplier.

• Wave the white flag. Advise the booking cannot be amended.

• It's a Genius Customer so provide refund

What should we do if customers have a free taxi and need to amend their booking?

• Advise customer to Contact the taxi company directly

• Amend any details they want

• 
  Follow the free taxi policy and advise customer to self-cancel and rebook providing correct details

• Follow the new amendments policy

Can customer reach out to the supplier directly to amend the booking after being advised by B.com amend it's not possible?

• 
  Yes, and it should be encouraged.

• No, but exceptions can be made so its worth to advise customer to do so

• No, it is strictly prohibited

• 
  Yes, but it should not be promoted.