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When customers request the confirmed first and last hotel for their booking, we can now assist by forwarding the request to the MEL team.
PROCESS
FINAL DOCUMENTATION AVAILABILITY
Initially advise customer of when the final documents become available.
ESCALATE TO MEL CS TEAM
If customer, insist and is being pushy, for any customer request regarding the first and last hotel details, please escalate the issue to the MEL CS Team for assistance.
Follow our standard escalation process.
REMINDER FOR AGENTS
Kindly ensure that this process is followed when dealing with these types of requests.
Note: Final documentation follow-up concerns are part of a separate process and should not be confused with this one. By following the outlined steps, you can ensure that all such requests are properly escalated to the MEL CS Team for quick resolution.
Keywords: hotel query, pre-tour hotel, post-tour hotel, booking clarification, hotel info request
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