Priority - Urgent

• Collect details of the issue from the customer

• Request the customer’s mobile phone number so that they can be called back if required

• Check the customer’s booking to determine whether transfers are included

• Check the customer’s invoice to determine whether transferred have been purchased

• If applicable, check the naming list to determine whether requested with the operator

  • Naming list Folder

If transfers were arranged:

• Look for the supplier info in Perseus.

• Identify contact number of the supplier in Hubspot.

• Go to Contacts> Companies> Search the Supplier> Get contact info

• Call the supplier emergency contact number and request support

• If no answer, email the supplier

• If transfer has been arranged, ask for details on where the customer should meet

  • Call the customer to advise

  • Email the customer if they do not answer

  • If a transfer has not been arranged AND should have been arranged

  • Call the customer and advise to take a taxi to their hotel

  • Ask them to keep their receipts and Send the reimbursement form link.

• CS must accomplish the On-Tour Playbook. 

Priority - Urgent

• Collect details of the issue from the customer

• Request the customer’s mobile phone number so that they can be called back if required

• Ask what hotel they are at

• Look for the supplier’s most recent booking confirmation to confirm

• OR look for the supplier’s most recent documentation to confirm

• Check the customer’s booking to determine whether additional accommodation was requested

• Check the customer’s invoice to determine whether additional accommodation has been purchased

• If applicable, check the naming list to determine whether requested with the operator

  • Naming list Folder

If there’s a confirmation:

• Ask to speak to the hotel reception 

  • Advise that the booking may be under the supplier’s name

  • OR the booking may be under Inspiring Vacations.

  • Resend the confirmation if need be.

• Insist that they accommodate the passenger.

If there’s no confirmation:

• Ask to speak to the hotel reception 

  • Ask if they can accommodate and we can make the payment arrangement later.

  • If they need the payment before they accommodate the passenger, ask our customer to use their own credit card and fill out the reimbursement form.

  • LINK HERE

• If there’s no availability, look for an alternative hotel nearby with the same standard. 

  • Ask if they can accommodate and we can make the payment arrangement later.

  • If they need the payment before they accommodate the passenger, ask our customer to use their own credit card and fill out the reimbursement form.

  • LINK HERE

• If no pre and post has been requested and confirmed by pax during booking:

  • Ask customer to speak to hotel directly 

  • Pay hotel directly, no reimbursement by IV 

• CS must accomplish the On-Tour Playbook. 

Priority - High

• Collect details of the issue from the customer

• Request the customer’s mobile phone number so that they can be called back if required

• Check the customer’s booking to determine whether optional tour has been booked.

• Check the customer’s invoice to determine whether optional tour has been purchased and added correctly into perseus. Check if optional tour has been added to the ‘add on’s field OR just the invoice.

• If applicable, check the naming list to determine whether requested with the operator

  • • Naming list Folder

• The quickest solution will be for the customer to resolve this directly with the tour guide

• Any additional costs should be shared with Inspiring Vacations for review and potential reimbursement

  • • LINK HERE

• Email the supplier to advise of the issue and to resolve via the tour guide

• CS must accomplish the On-Tour Playbook. 

Priority - High

• Collect details of the issue from the customer

• Advise that the cancellation is beyond our control and will be escalated internally and reviewed for potential reimbursement

• Ask that the customer speak directly with the guide where applicable to understand any alternative arrangements

• Complete the escalation form, MEL to contact all passengers if required

• Email the supplier to advise of the issue, to request further details and understand the possibility of reimbursement.

• LINK HERE

• CS must accomplish the On-Tour Playbook. 

Keywords: land services issue, accommodation problem, transfer issues, tour activity disruptions, in-trip land support