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This will guide you how to do proper notation for on-tour cases.
1. Go to the deal in HubSpot and search for "On-Tour Notation and Checklist Playbook on the right hand side.
2. Open the playbook and answer all the questions. Please make sure to have detailed notes as possible and the actions taken.
3. Open the linked Incident Matrix. Identify the Incident Type.
4. Using the Incident Matrix
Identify the Incident Colour →
Green - will trigger an Incident email to the IV management team but you should continue to problem solve the case out of hours.
Yellow, Orange, Red - you must alert a Team Leader who will escalate to the IV management team
You can raise a task to another department using the same feature as the CS - Notation and Checklist Playbook if you need support from Ops, CS, Flights etc.
White - Global event that has visibility but does not directly impact the tour or travellers
Purple - Minor feedback or issues that require a response but likely no escalation either internally or to the supplier.
Blue - More serious customer issues or questions that may need to be raised to supplier or to internal IV teams
Green -- Minor incidents that affect the customer and require customer contact or response to the supplier - you should continue to problem solve the case out of hours but IV management will be alerted
Yellow - Major incidents where customers are injured or there is a potential risk to the business, including potential negligence - notify your TL immediately so they can activate Incident Management Plan
Orange - Very serious incidents where customers are badly hurt or the business is at great risk, including negligence - notify your TL immediately so they can activate Incident Management Plan
Red - Catastrophic events, Extreme business impact - notify your TL immediately so they can activate Incident Management Plan
5. If it needs further action from Operations / MEL CS team, select which team on the question; "Is follow up required?"
NOTE: When you click YES on the above question - this is what will trigger an urgent ticket to ops to investigate the issue. If you click NO, then a ticket will not be raised as it is assumed that you have resolved the issue.
In the event that a follow up is needed and you chose YES on the above question, it will generate a task to Operations team. Ensure that you will copy all the notes from the playbook to the newly created Ops ticket.
Add the note from the deal to the newly created TASK.
6. On Tour Escalation is complete.
NOTE: If there is an on tour playbook log, there is no need to have the CS Notation.
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Keywords: on tour, on-tour notes, tour notation, on-tour updates, tour day log, daily tour notes, on-tour tracking, guide updates, tour playbook, tour procedures, on-tour checklist, travel log, in-destination notes, field notes, playbook
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