Embedded Files
BOOKING CONCERNS
TAILOR-MADE INQUIRIES
Overview of tailor-made bookings and CS responsibilities when handling inquiries.
HANDLING PASSPORT INFORMATION
Steps CS should take when receiving passport details or copies.
REQUESTING PHYSICAL TRAVEL DOCUMENTS
Process for handling printed travel document requests from AU customers.
CRUISE CONFIRMATION TIMELINE
When cruise bookings will be confirmed.
PAYMENT OVERDUE TASK
How to action on overdue payment tasks
PAYMENT TYPES
Different payment methods of Inspiring Vacations
PACKAGE TYPE
The differences between allotment, third-party and combination bookings.
WEBSITE BOOKING CREATION
How customers can book a package via the website
CREDIT REINSTATEMENT REQUEST
Credit inquiries and guidance for customer reinstatement requests.
PAYMENT REMITTANCE HANDLING
Steps to take when a customer provides a payment remittance copy.
PAYMENT INVOICE REGISTRATION
How to register a customer's payment on Perseus
EARLY CHECK-IN REQUEST
What to advise a customer if they request for early check-in
CUSTOMER JOURNEY PROCESS
How to action on Customer Journey tasks
CUSTOMER JOURNEY: AIRALO ESIMS
The post docs email has been updated to include the Airalo Esims discount code customers could use.
CUSTOMER JOURNEY: TASK GUIDELINES
This page provides the guidelines on how CS could efficiently accomplish the CJ task.
DREAMLAKE CRUISES
Overview on what Dreamlake Cruises is and it's processes
POST TOUR FEEDBACK
How to handle feedbacks after the tour completion
ESCALATION PROCESS
When and how to escalate issues to CS MEL Team
FEEDBACK HANDLING
How CS should handle general feedbacks from customers
RESOLUTION TIMELINES
Timeframes when a process/issue could be resolved
CALL HANDLING: SPIELS
Spiels to follow while on a phone call
CHAT HANDLING: PROCESS
How CS should handle chat conversations
TICKET HANDLING: PROCESS
Difference between internal and external tickets. How to locate tickets in HubSpot
TICKET HANDLING: PARTNERSHIP EMAILS
Process that CS should follow upon receiving email requesting for IV partnership
TICKET HANDLING: SPAM EMAILS
When to assign an email to Cameron and guidelines for closing spam emails.
POSITIVE SCRIPTING: CALL, CHAT AND TICKETS
Suggested spiels for calls, chat and tickets
CUBA BLACKOUT AND SAFETY CONCERNS TEMPLATE
What to advise Cuba customers impacted by the nationwide blackout.
EMAIL COMMS FOR MEMOIRS OF VIETNAM TOURS (AND EXTENSION) PACKAGES
Itinerary update for 2025 bookings for Memoirs of Vietnam and sample emails
TURKMENISTAN INVITE INCORRECT DETAILS PROCESS
Process for CS MNL to follow if a customer provides incorrect details on their Turkmenistan invitation.
DOCUMENT FILE NAMES IN PERSEUS
Naming convention of Perseus documents
SMS TASK
How to handle SMS tasks - CS and Sales process
TRAVEL AGENT LINE
Overview on the Travel Agent team and their roles
DATE CALCULATOR
This page will help you accurately compute the number of days between dates
SINGLE SHARE ROOMS
Guidelines how a single traveller can be paired to another traveller without paying single supplement
TICKET HANDLING: SPLITTING PIPELINE FOR SALES AND OTHER TEAMS
Guidelines how to triage tickets to other departments
CUSTOMER JOURNEY: JAPAN AIRPORT TRANSPORT GUIDES
These are documents you can share to customers if they ask for transport guides
MEKONG RIVER CRUISE BOOKING FORMS CROISEUROPE
Guidelines on when customers will receive a request to submit a Croiseurope booking form and how CS should the document in Perseus.
HOTEL RESERVATION NUMBERS FOR GROUP ALLOTMENT BOOKINGS
Guidelines on what to do if a customer requests for their individual hotel reservation numbers
ADDING MIDDLE NAMES TO BOOKINGS
This page will advise you when to add middle names to bookings
EARLY CHECK-IN /LATE CHECK-OUT REQUESTS
Guidelines on where to put these requests in Perseus and what to advise customers
LETTERS OF INVITATIONS (FIVE STANS PRODUCT)
Process and timelines for processing of letters of invitations
REQUEST TO CHANGE FROM TWIN SHARE TO TWO SINGLE ROOMS
Any request to change will now be handled by MEL CS Team
BOOKING REQUEST: FIRST AND LAST HOTEL ENQUIRY
This process is designed to assist agents in efficiently handling customer requests for the confirmed first and last hotel details of their bookings.
INSURANCE LETTER ISSUANCE
Issuing an insurance letter from Perseus
STC 12 DAY GRAND TRAIN TOUR OF SWITZERLAND
This page will guide you how to read documents/tickets for the Grand Train Tour
YELLOW FEVER VACCINATION
This will guide you how to inform customers of the Yellow Fever Vaccination requirement for Ecuador.
CREDIT/DEBIT CARD PAYMENT PROCESS
Payment handling process for credit and debit card transactions
TRAVELLER HUB PASSWORD RESET
Guidelines on what MNL CS should do if the customer needs to password reset on the Traveller Hub
WYSE TRAVEL CARD
Information on Wyse Travel Card will be included in the Customer Journey email. This information can also be found on the website FAQ page.
CS TASKS FOLLOW-UP MANAGEMENT
This will page will serve as a guideline for CS agents when raising concerns to other departments. It outlines the requirement to create a corresponding task in HubSpot to help monitor progress and ensure proper follow-through.
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