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Acknowledge the email by using the applicable template. These on-tour templates do not change any existing On Tour Playbook process.
ON TOUR - JAPAN GUIDE CONCERN
TEMPLATE: HERE
ON TOUR - EUROPAMUNDO
TEMPLATE: HERE
(care must be taken to remove irrelevant parts of this template)
ON TOUR - NEGATIVE OR PASSIVE ACKNOWLEDGEMENT - NFAR
TEMPLATE: HERE
The above should be used if the feedback seems general and is not something we think is going to turn into a bigger issue. Use these as appropriate to respond and close the ticket.
(No Escalation to MEL team).
ON TOUR - NEGATIVE ESCALATION
TEMPLATE: HERE
If the feedback seems like it does need to be escalated or investigated further, use this as a simple holding message, without reference of escalation, but just to acknowledge receipt of the feedback. (Raise Escalation to MEL team using standard process).
NOTE: For both on-tour and post-tour feedback, please note that if the CS MNL team sends one of the templates above and the same customer reaches out again, the matter MUST be escalated to the MEL team for a response.
No reply should be sent to the client before escalating.
Keywords: tour review, feedback during trip, guest feedback, on-trip comments, customer experience, mid-tour feedback
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