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If customer raises an issue on-tour, once the issue is resolved using these processes, it may be that a customer needs a refund. If this relates to a supplier transfer (not Transferz), a bus, train or tour, follow below steps:
ESTABLISH IF THE ERROR WAS IV OR SUPPLIER FAULT - IF YES:
We want to try to fully resolve the issue and refund back to the customer as quickly as possible, either the value of the component, or their out of pocket expenses - whichever is higher.
Request proof of out of pocket expenses, but it is not critical if we have validated that definitely the issue occured.
Raise to ‘CS MEL Escalation’ with request for approval on refund value.
CS MEL will reply with approval
MEL team will give you approval. You can then notify customer of action taken and set expectation of 7-10 days for refund.
Continue to work with supplier to get refund back for IV.
ESTABLISH IF THE ERROR WAS IV OR SUPPLIER FAULT - IF NO:
Advise customer that we will be investigating the issue internally and with suppliers. Escalate to’ CS MEL - Escalations’ with standard 7 day expectation on response.
Keywords: tour refund process, issue compensation, customer reimbursement, claim form, refund for issues, reimbursement guide
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