BOOKING: Payment overdue task

1.Once a deal hits overdue by 7 days, a new TASK will create in the CS task actions bucket 

2. CS are to review the booking to determine why there are funds outstanding and update the invoice where applicable. 

1. • Flights not paid 

   • Add-ons not paid

   • Customer requested to cancel and hasn’t been actioned 

   • Simply not paid 

3. Requested an extension of payment 

4.Call the customer 

5. Clarify the payment is outstanding, and we must collect funds

6. If an overdue component, flights, clarify if they still want it on the booking

7. If retaining, advise if funds are not received in 3 days, regrettably we will be forced to cancel the booking as we must adhere to supplier payments.

1. After calling, send email: ’Payment - Balance Not Paid 1st Reminder’ (due date to pay is 3 days time).

2. Alter the TASK due date to 4 days from date of contact to follow up (this allows time for finance to update any payments on the booking and customer to call through on the 3rd day).

3. On new TASK due date, review the booking to see if payment has been made. If so, close the task.

4. If not paid, review tickets to see if the customers has contacted us to extend the payment, or provided a payment remittance. If there is NO correspondence relating to retaining or cancelling the booking then:

5. Call customer again to try to take payment. Cancel the booking in Perseus, and send template ’Payment - Balance Not Paid Booking Cancelled’ or if only add-on’s unpaid, cancel the add-ons and use template ‘Payment - Addons Not Paid Addons Cancelled’

6. Leave note in the booking and close the task.

If paid on spot

1. No need to send a template as the payment received email will autosend, unless they have to send any correspondence based on their discussion

2. Leave note in ticket

3. Close the task

If pax request an installment extension

1. Determine if the booking is Allotment or Third Party. 

• For Allotment, MNL TLs can approve an extension of up to 7 days.  If request exceeds 7 days, escalate to MEL CS. 

• For Third Party, escalate to MEL CS. 

2. Advise the customer they will need to investigate this with the supplier as we must determine if they are willing to be flexible. Allow 3 business days and we will be in contact

3. Follow escalation process to ‘CS MEL - Escalations’ - they will investigate for you and send an offer to the customer

4. Close the task

• CS Team now have the capability to cancel a booking if overdue payment was not settled by customer. 

• CS Team must investigate First by following this checklist:

  • 1. Does the customer pay the remaining balance?

    2. What was the last communication to the pax and when was the last payment made? 

    3. What is the outstanding balance for? 

• If the balance is for an optional tour or additional services, DO NOT CANCEL THE ENTIRITY OF THE BOOKING. Just remove the optional tour or add on from the booking. 

a. If payment will be processed over the phone- Close the task

b. If payment will not be processed over the phone- Alter the due date to next 4 days for review

c. If payment will not be processed after multiple contact and task is already due . Cancel the booking in Persues.

d. Task will not be actioned Monday as Finance will not load payment every Monday. 

e. Before making a call to pax, CS will investigate for below checklist

• As our sytem will not show a real time posting of payments for BPAY/bank Transfer and If CS call the customer and pax already made a payment, CS will mention to the pax - thank you for your payment and we are looking forward to your upcoming trip. Your traveler hub will shows outstanding balance as it will take 3-5 days to reflect your payment on the system. Rest assured your trip will proceed as per schedule.

Scenario 1  -CS called, pax answered will settled the payment over the phone.  

• 05May Called pax and settled payment over the phone. Closed task. NFAR

Scenario 2  -CS called, pax answered and declined to pay over the phone/offline  

• 05May Called pax and declined for payment. Reminded pax that failure to pay the over due amount will result for cancellation of booking. Sent email template. Changed Due date to 4 days (DATE). Will call the pax again on next due date.

Scenario  3 -CS Called, pax not answered

• 05May Called pax no answer. Sent email template. Changed due to 4 days (DATE)

Scenario 4  -CS called pax answered  requesting for payment extension

• 05 May Called pax and requesting for payment extension by (DATE). Advised it was already due, pax declined. Create a task to  ‘CS MEL - Escalations’

• Close the task

Scenario 5  -Customer not settled the payment after multiple contact and due date expires

• 05May Cancelled booking for non payment.

Scenario 6  -Payment is complete after investigating the task.

• 05May Payment completed. Close the task. NFAR

If not paid on spot - Payment - Balance Not Paid 1st Reminder 

If  cancelation of the booking in Perseus is needed due to overdue payments, and send template to customer : Payment - Balance Not Paid Booking Cancelled

If you need to remove additional arrangements due to overdue payment, remove the add on and send this template: Payment - Addons Not Paid Addons Cancelled

Keywords: overdue payment, follow-up payment, unpaid invoice, payment reminder, collection task