BOOKING: Customer Journey Process

Booking Stage: Documentation Sent

Docs sent 3 days ago 

Destination: Vietnam or Cambodia (Pilot)

Target to close task is 3 business days from task creation.

• Calls to AU/NZ store travellers should be made between 10amAEST-6pmAEST

• Calls to CA/US store travellers should be made before 8pm in NYC/EDT time zone (this is 11am AEST depending on day light savings)

• Commonsense applies! - There is no reason why the calls should not be made at the weekend if capacity allows

Tasks will automatically be created on the CS - Customer Journey queue for MNL/MEL CS team to action.  

Task name: Post Docs Call - 1234567 - Destination

Step 2:

Prepare for your call by completing the playbook ‘CJ - Post Docs +3 Call’ 

This will allow you to understand the booking inclusions and you can update the email as you go:

Arrival details - is a transfer included or booked, or added with Transferz?  

If yes:

• Included, docs will explain where to meet the driver

• Through Transferz, explain to ensure to connect to airport wifi so driver can get in touch probably via WhatsApp and to ensure they have the email confirmation handy.

If none, make aware Transferz can be booked up to 7 days before departure

Are there any flights included as part of their package?  

If yes: 

• If tickets issued already by IV, confirm they know this

• If tickets to be issued by IV, acknowledge still due to be sent to them

• If tickets to be issued by supplier (eg intra-tour flights), advise this so they understand they aren’t ‘missing’.

Are there Special mentions for the destination in the Wiki - 

If yes, document what these are:

• Visas

• Arrival cards

• Independent/tour extension arrangements

• Other special notes

Step 3:

Call the lead passenger:  Hello XXXX, My name is XXXX I’m calling from Inspiring Vacations.  I’m just calling to follow up on your final travel documentation that was sent out to you a few days ago.  Did you receive it?

• If they say yes:  That’s great, the documentation is full of lots of really useful information about what you’ll be doing on your trip as well as other useful information so it’s worth ensuring you’ve taken the time to have a good read through it.  Have you got a few minutes free now so I can talk you through a few important aspects of your tour?

• If they say no:  OK, you will have received an email and a text message saying that your travel documents are ready to download.  I’d recommend that you take some time to have a good read through them as they are full of lots of really useful information about what you’ll be doing on your trip and other useful information.  Have you got a few minutes free now so I can talk you through a few important aspects of the tour?

If they say they do have time to talk: If they don’t have time to talk, advise that’s no problem, what you’ll do is send them an email with the information in, and if they do want to talk about anything once they’ve read it, to please let us know.  Wish them a great trip!

If you get voicemail: Hello xxx, my name is XXX from Inspiring Vacations. You would have received your travel documents and I was calling to discuss a few important aspects of your tour. I will send you an email that will cover everything we would have spoken about on this call and if you have any questions, you can reply to that email to discuss them further. Thank you." 

If the call doesn't connect or they have no voicemail, please just send them the email.

CORE CALL CONTENT

Airport Transfers: Arrival and Making their way to the arrival hotel: Explain the inclusions of their booking and the necessary meeting information or Transferz instructions.

Joining the tour: Explain that a welcome letter will be provided by the hotel or on a noticeboard confirming the meet-up time with the guide, usually this is the morning of day 2. (validate what their docs say)

Flight bookings: Explain the necessary information about tickets or supplier booked flight services. - are the tickets issued by IV or handed out on tour by the guide?

Special mentions for their destination(s): Explain what visa’s are required, if they haven’t got them already you can advise information will be sent in an email you’ll send after the call.  Remind them where visa’s are compulsory.

Remind them where there are e-arrival card requirements (different to visa’s), often replace hand written landing forms that used to get handed out on flights.

Remind them of any independent parts of tours or any other country or tour specific items.

Explain about tour extensions if they are participating in these.

On tour communication: Explain that if a need arises for any additional support on the trip, first point of contact is their tour leader, also in their docs is local contact phone numbers for the local support team.  And also there is our contact information too should they want to contact our head office team, who are available 24/7 on phone/email and chat.

Ask if they have any other questions about the trip?

You can reference the itinerary to help answer any other questions, or the insights and experiences page of our website (linked in the Wiki Knowledge Base articles).

I’m going to send you an email just as a summary of our conversation, if you do have any other questions before you travel please just let us know, otherwise, 

HAVE A WONDERFUL TRIP!

IF THE CALL GOES TO VOICEMAIL:

Hello XXXX, My name is XXXX I’m calling from Inspiring Vacations to follow up on your final travel documentation that was sent out to you a few days ago.  I wanted to see if you had any questions regards these before your trip.  I’ll send you an email, and if you do have any outstanding questions, please let us know.  HAVE A WONDERFUL TRIP!

Tag the call ‘CJ - Post Docs Call’

Step 4:

Finalise and send the email.

Pay attention to all the configurable parts of the email.

Read before you send.

Keywords: traveler flow, customer experience, journey map, trip lifecycle, traveler stages, post docs