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Passengers will have the choice to either request a flight preference during the purchase path or post-booking.
WHAT IS FLIGHT PREFERENCE FORM?
A form that customers submit during or after booking to request specific flight accommodations.
It does not guarantee preferences but helps the Flights Team take them into account when issuing tickets.
If a Flight Preference Form has been submitted, CS should log seat requests in the form’s ticket.
If no Flight Preference Form is submitted, CS should not direct customers to it. Instead:
Educate customers that the flights team will receive a task only when a customer submits a callback request via the updated ticketing confirmation email.
Inform them that they can check seat allocations via the airline’s website.
WHAT TO FIND IN THE FLIGHT PREFERENCE FORM?
Seating Requests – Customers can indicate their preferred seat type (aisle, window, sitting together, etc.).
Meal Preferences – Special meal requests based on dietary restrictions or preferences.
Frequent Flyer Details – If applicable, customers can enter their loyalty program details.
Preferred Airlines – Customers may indicate preferred airlines (though not guaranteed).
Additional Requests – Any extra notes related to flight preferences.
Arrival/Departure Cities Requests - Customers can Amend the arrival or departure point, note that they will need to make their own way to the tour start point. (update as of February 22, 2025)
HOW TO COMPLETE A FLIGHT PREFERENCE FORM?
ON THE WEBSITE'S PURCHASE PATH
The customer creates a booking online through our website.
A tick box will be added to the purchase path that passengers can select to advise if they have a flight/deviation request.
IN HUBSPOT
If the tick box has been selected at the time of booking, a follow-up email is sent to the customer with the Flight Request form.
Should customers advise post-purchase, please select ‘Flight Interest’ on the LHS of the deal page in HubSpot and select "YES".
WHAT DO WE DO WHEN THE FORM HAS BEEN SUBMITTED?
Once the Flight Preference Form is submitted, a copy is sent to the Flights Team for processing.
Processing Order: Flight requests are actioned based on departure date priority.
Faster Quote Option: If customers wish to receive a quote sooner, they can remove their request and book their own flights. If they originally purchased a Flight-Inclusive Package, their package must be amended to Land Only.
UPGRADE & DEVIATION REQUEST
Customers requesting an upgrade or deviation will be quoted $150AUD/$150NZD/$100USD/$125CAD pp, plus any additional airfare and taxes.
VOLUNTARY FLIGHT CHANGES
After tickets are issued, passengers can request changes at any time before departure.
A voluntary change will incur:
Additional airfare and taxes
Airline fees
An IV change fee of $150AUD/$150NZD/$100USD/$125CAD pp
SEATING & MEAL REQUESTS
Once flights are ticketed, customers can submit seating and meal requests via the Flight Preference Form.
This will incur a $15 per person processing fee, plus any applicable airline charges.
Alternatively, customers can select their seat directly on the airline’s website after ticket issuance.
HOW WE RECEIVE THE FORM
1. FORM NOTIFICATION & ACCESS
Once the "YES" button is selected, a separate marketing email will be sent to customers prompting them to complete the Flight Preference Form.
The form can be accessed under the Contacts Page in HubSpot.
2. SUBMISSION TRACKING
Once the form is completed, a notification will appear in the Contacts Page, and the submitted form will be available in the Deals Page.
CONTACT PAGE
DEALS PAGE
COMPLETED FLIGHT PREFERENCE FORM
3. PROCESSING AND QUOTATION
The Flights Team will process requests and provide a quotation 60 days prior to departure.
4. CUSTOMER OPTIONS
If customers wish to decline the upgrade offer, they have two options:
Accept flights as per the itinerary (no changes).
Convert their package to Land Only, allowing them to arrange their own flights.
3 CUSTOMER OPTIONS FOR DEVIATION REQUEST QUOTATIONS
WILL PROCEED
FIRST OPTION:
PAY THE FLIGHT QUOTE PRICE
Customers needs to pay the price before issuing the ticket prior the given deadline.
If paid via BPAY, BANK TRANSFER which will take time to reflect on the booking, you need to REGISTER the payment in the invoice and alert flights team via task.
WILL NOT PROCEED
SECOND OPTION:
REVERT TO ORIGINAL ITINERARY
Flights team will be booking their flights based on their discretion. Please note that customers will not be informed on what flights will be booked for them.
Flight details will become available to the customers together with the final documentation approximately 21-30 days prior to departure.
WILL NOT PROCEED
THIRD OPTION:
OPT FOR LAND ONLY REFUND
Depending on the flight arrangement, we can offer LAND ONLY REFUND to our customers should they wish not to proceed with the quote.
Please identify in Perseus if it is a FLIGHT INCLUSIVE PACKAGE or FLIGHT CONTRIBUTION PACKAGE.
How to check LO refund in Perseus:
FLIGHT INCLUSIVE:
1. Bookings Tab>Product view>Pricing>Land Only Discount or
2. Bookings Tab>Management Tab>Cost>Flights>Flight Cost
FLIGHT CONTRIBUTION:
1. Bookings Tab>Product view>General> look for Departure Cities>Extra Charges or
2. Bookings Tab>Management Tab>Cost>Flights>Flight Cost
Note: We will only refund the flight price and not the total package price.
KEY POINTS FOR CS
One Form per Booking ID
Each Flight Preference Form should correspond to a unique Booking ID.
TCP Bookings
When customers have linked bookings using the Total Complete Party (TCP), and those have different flight preferences (like origin city or preferred airline), the lead passenger needs to fill out a Flight Preference Form for EACH booking.
Linked Bookings
When two single bookings are linked together, the flight details will automatically be the same (time, airline, etc.). No need to raise this to the Flights team or raising Flight Preference Form.
Keywords: seat selection, airline preference, flight time choice, meal preference, traveler requests, stopover requests
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