TAILOR-MADE: General Process

Tailor-Made tasks will be managed through two queues:

• Tailor-Made: Sales – For any concerns related to bookings that are not yet supplier confirmed (i.e. status: Submitted to Awaiting Supplier Confirmation).

• Tailor-Made: Post Booking – Once a booking is confirmed, please use this queue and assign the task to Jennifer Samonte.

For system-generated tasks that land in the MNL CS or OPS queue, kindly check the booking status and reassign it to the appropriate Tailor-Made queue.

When creating a task, please use only the following two request types:

• Callback Assistance – For any requests received via the MNL Customer Service phone line

• Booking Assistance – For any Customer Service or Operations-related requests
  
  

Please follow this format:

• Task Title: Request Type | Booking Number – Tailor-Made – Lead Passenger Last Name – Destination

• Activity Date: Today

• Task Queue: Based on the booking status – choose either Tailor-Made: Sales or Tailor-Made: Post Booking

• Owner:

  • If in Tailor-Made: Sales, leave blank.

  • If in Tailor-Made: Post Booking, assign to Jennifer Samonte.

Jennifer Samonte will  be handling both supplier and customer communications. For any tickets that land in the Support or OPS ticket queues, please update the Ticket Team Owner to Tailor-Made Team and assign it to her so she can triage accordingly.

For new Tailor-Made sales inquiries, kindly continue to follow the process outlined in the Knowledge Base article: TAILORMADE INQUIRIES: REDIRECTING ENQUIRIES TO THE CORE SALES TEAM