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Inspiring Vacations has a structured escalation process to handle customer concerns, complaints, and urgent issues efficiently. If a traveler encounters an issue, they can follow these steps to escalate their concerns.
COMMON ISSUES OF ESCALATION FROM THE CS-TEAM
✔ Booking Issues – Errors in booking details, cancellations, or changes not reflected.
✔ Payment Disputes – Overcharges, refunds, or missing payments.
✔ Tour Experience Issues – Problems during the tour, such as itinerary changes, accommodation concerns, or transportation delays.
✔ Post-Tour Complaints – Feedback regarding unsatisfactory experiences or unresolved issues.
✔ Customer Support Delays – If the initial support request has not been addressed within the expected timeframe.
IV CS ESCALATION HEIRARCHY
ESCALATION TO SCSR/TL/CSM
ESCALATION TO MEL CS
TICKET CATEGORY: MNL ESCALATIONS TO MEL CS
1. Acknowledge that the customer's queries will be attended to and you are investigating their booking.
2. On the LHS panel, add the category of CS MELB TEAM ESCALATION.
3. Complete Agent escalating property
4. Escalation topic ( general concern being raised)
5. Escalation reason ( why you believe this needs to be escalated)
6. SAVE
LEFTHAND SIDE PANEL
Update as of 26/06/25
7. Complete the CS Notation and Click Yes on "Is a follow-up task required for another another department or for the MNL CS team?"
8. Select MEL Customer Success as the department you need to follow-up.
8. Please complete the required details and a very clear overview of what you have investigated and what you require assistance with.
9. Ensure you complete the date in which you have advised the customer you will be in contact. ( 7 days min unless urgent)
10. Close the ticket and MEL CS will take over the case through task.
TASK QUEUE TO CS - MNL ESCALATIONS
CHANGE TICKET STATUS TO CLOSE
MEL CS CALLBACKS
updated as of 25/06/25
If a customer, particularly a TA, needs to speak with an AU-based agent, MNL CS needs to arrange a callback from someone in the MEL CS team. MEL CS Team are happy to do this if it will help de-escalate the situation even if the request is not strictly warranted. It is a valid solution so please do not disregard this especially for TAs.
If the case is urgent, MNL CS should avoid quoting 7 business days. MNL CS can keep it vague and just flag the urgency on Slack so MEL CS Team can prioritize it on their end.
Note: This escalation process should apply to both TA and non-TA lines.
REPEAT REQUESTS - 2-POINT ESCALATION
If a customer raises a ticket or calls with the same question/request/complaint for the 3rd time, do not respond, instead, raise an escalation to ‘CS MEL - Escalations’. Team will review the situation and be able to advise next steps.
The purpose of this is to prevent issues escalating to serious service defects when our standard procedures and responses have not resolved or pacified the concern.
Agents can directly Raise an escalation task with the guidance of MNL TLS
MANILA 360 FEEDBACK
To ensure that we will be knowledgeable on the process in which the MEL Team used in resolving the case, we will have the MNL 360 task bucket:
1. Categorize the ticket as MELB CS Escalations.
2. Complete the escalation properties on the left-hand side of the ticket.
3. This will create an automated escalation task.
4. Complete the required details on the escalation task.
5. MEL CS will take action on the task.
6. Once the issue has been resolved, MEL CS will create a task under MNL CS 360 queue. MNL Leaders will be having access to this task queue.
7. MEL CS to complete a snippet to be added in the body of the task. The snippet should include the following:
a. Booking ID: {deal}{deal name}
b. Has the issue been resolved: Y/N
c. Action Taken:
d. Resolution Outcome:
e. Is action required by MNL CS? Y/N
8. MEL CS to associate the task on the deal and contact page.
WHAT HAPPENS AFTER YOU SEND THIS TO MELBOURNE TEAM?
Your colleague in Melb will either take over the booking and contact customer directly or leave clear notes in the booking and leave it open. If the latter process will be used, the response will go into your opens, so please ensure they are being actioned.
It is then your responsibility to proceed with actioning the booking.
Reach out to the team member and your TL if notes are not clear.
Keywords: issue escalation, problem resolution, escalation workflow, support escalation
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