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If a customer has concerns or issues regarding their visa application or requirements, follow this escalation process to ensure timely resolution.
Following the update from Melbourne OPS and CS, it is clarified that the Manila CS team is still responsible for addressing visa-related inquiries using the existing email template and guiding customers to self-serve through Sherpa.
Please use template: CS Qns - Visas
Internal - Visa advice process HERE
WHEN TO ESCALATE TO CS MEL?
Only enquiries beyond Sherpa's assistance should be escalated for further support.
HOW ABOUT FOR CUSTOMERS ASKING FOR HOTEL DETAILS OUTSIDE OUR STANDARD TIMEFRAME?
Queries regarding hotel details, in the absence of final documents, should be managed by informing customers that final documents will be available closer to travel, and they can refer to the provisional hotel listed on the itinerary on the website.
WHAT ABOUT CUSTOMERS REQUESTING SPECIFIC DETAILS LIKE THE HOST'S NAME, ADDRESS IN THE DESTINATION COUNTRY, AND OTHERS?
If customers require additional details for visa processing, please refer to the Deal page (Product reference) in HubSpot for the specific tour, as it may contain relevant specifics.
Keywords: visa concern, visa issue, escalation process, application delay, urgent visa help
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