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WorksheetsNew amendments policy!
Total questions: 13
Worksheet time: 7mins
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.
If a customer requests to amend the booking outside of the free cancellation policy and exceptions are applicable, but the supplier cannot fulfill the request, should the booking cost be reduced?
Yes, if it's clear the customer tried to update the booking but couldn't due to technical issues.
Only if customer is and Genius Level 3
No, the booking cost should remain the same regardless of the situation.
No, unless the customer agrees to make 2 new bookings
If a customer contacts within 24 hours that the flight number has changed but the flight time is almost the same, should this be considered an exception to the amendment policy and we should call supplier?
Yes, because the flight number is not significant.
No, because the flight time is almost the same.
Yes, and an attempt to arrange with the supplier should be made.
No, because the customer should self-amend in this case.
What action should be taken if a customer has added the flight number but wants the pick-up time changed manually?
The customer should self-amend the booking.
The flight number should be removed and the pick-up time changed manually.
The customer should be advised to contact supplier directly
No changes are allowed once the flight number is added.
