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Kindly update this page religiously.
Follow this format: Update as of (Date. Include time if possible)
UPDATE (as of 25 July 2025)
LOCATING AND MANAGING NAMING LIST TICKETS FOR ALLOTMENT ON TOUR INCIDENTS
KB updated on: July 25, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, July 25, 11:38 am
This update provides a written guide for locating and managing Naming List tickets related to Allotment On Tour incidents.
Link: HERE
AUTOMATED POST DOCS EMAIL FOR CORE TOURS OF BORNEO
KB updated on: July 25, 2025
Sent by: David Alday
Sent on: Shared Spaces Customer Journey, July 25, 9:59 pm
This update explains that post docs email has been automated for core tours of Borneo Discovery (with Turtle Island) and Borneo and Sarawak Uncovered.
Email has a call-back function in it in case customers want more information.
Manual template, CJ Wiki and documentation is all noted on the master guide HERE
UPDATE (as of 24 July 2025)
TAILOR-MADE TASK IN MNL-OPS-ALL TASKS
KB updated on: July 24, 2025
Sent by: Raf Capili
Sent on: Email, July 24, 9:43 am
This update explains that automatic task creation for interdepartmental concerns is live and that agents must avoid creating manual tasks moving forward.
Link: HERE
UPDATE (as of 23 July 2025)
TAILOR-MADE TASK IN MNL-OPS-ALL TASKS
KB updated on: July 23, 2025
Sent by: Roz Alcontin
Sent on: Email, July 23, 6:14 am
This update focuses on what to do when the team would be receiving Tailor-Made bookings.
Link: HERE
UPDATE (as of 22 July 2025)
TRAVEL DOCUMENTATION IN TRAVELLER HUB AND STANDARD ITINERARY DOWNLOAD WALKTHROUGH
KB updated on: July 22, 2025
Sent by: Robin Locson
Sent on: Email, July 22, 12:33 pm
This update focuses on what travel documentation can be downloaded in the customer's Traveller Hub. This update also includes how to walkthrough customer in downloading the standard itinerary for their tour.
Link: HERE
UPLOADED PHOTOS FOR LOI ASSISTANCE
KB updated on: July 22, 2025
Sent by: Raf Capili
Sent on: Email, July 22, 1:27 pm
This update is guidelines on how MNL CS can validate and inspect customer-submitted photos before uploading them to Perseus.
Link: HERE
UPDATE (as of 18 July 2025)
ON TOUR ISSUE RESOLUTION PROCESS
KB updated on: July 18, 2025
Sent by: John Ong
Sent on: Email, July 18, 7:25 am
This update is our process for Traveller Hub password reset.
Link: HERE
STAN LOI UPDATE
KB updated on: July 18, 2025
Sent by: Raf Capili
Sent on: Shared Spaces Update, July 18, 9:17 am
MEL OPS has provided an update regarding Letter of Invitation:
FYI, we are once again experiencing delays with our supplier for the Five Stans trips. We do not yet have official confirmation for our August departures, which is going to result in documents being issued later than expected.
LOI's will also be delayed and we will work to have them uploaded as close to 7 days before departure. This is in case you start to get any calls or emails from the customers.
UPDATE (as of 17 July 2025)
ON TOUR ISSUE RESOLUTION PROCESS
KB updated on: July 17, 2025
Sent by: John Ong
Sent on: Updates Notification Shared Space, July 16, 1:56 pm
This update is our process for effective resolution to on-tour issues during business hours for allotment tours.
Link: HERE
CHAT HANDLING UPDATE
KB updated on: July 17, 2025
Sent by: Raf Capili
Sent on: Updates Notification Shared Space, July 17, 10:27 am
This update is regarding handling chats in relation to CRT.
Link: HERE
UPDATE (as of 11 July 2025)
EMAIL BOUNCED ERROR
KB updated on: July 11, 2025
Sent by: Raf Capili
Sent on: Email, July 11, 09:21 am
A new KB page has been created to guide you on how to handle bounced emails.
When an email bounces back, a task will be automatically created. The SCSR team will triage these tasks and assign them to the last agent whose email was returned.
Link: HERE
CHANGING DEPARTURE CITY
KB updated on: July 11, 2025
Sent by: Raf Capili
Sent on: Updates Notification GC, July 11, 09:43 am
Hi CS Team,
Just a quick reminder to everyone that there’s no need to create a task to Flights for authorization for customers who are requesting a change of departure city, even if there’s a held flight in Hubspot.
You can go ahead and make the change as long as it’s not ticketed yet. Instead, once you’ve changed it, you may create a task to Flights just to loop them in for the standard flight of the booking.
Note: We’re in the process of streamlining the timeframe for this, but please follow the above for now until further notice.
Thank you!
CUBA TRAVEL STATUS
KB updated on: July 11, 2025
Sent by: Raf Capili
Sent on: Email, July 11, 10:17 am
MEL CS provided an update regarding the current travel status in Cuba and the recent changes implemented by the Trump administration for U.S. citizens traveling there.
''We've received a few questions about the current travel status in Cuba and the recent changes implemented by the Trump administration regarding U.S. citizens traveling there. To help your teams answer any concerns you may be getting:
There is a ban on purely recreational or tourist trips to Cuba (which has been the case for a long time) however our travels fall under the “Support for the Cuban People” general license for travel. This means they will still be permitted to enter the country.
Based on this, any cancellations are subject to normal terms and conditions. If anything is change we will be sure to hear about it from our supplier and update as needed.
As per usual, if you have any guests that will not accept this response, please escalate as needed."
UPDATE (as of 10 July 2025)
DUBAI STOPOVERS: OPTIONAL TOURS
KB updated on: July 10, 2025
Sent by: Jayrold Forte
Sent on: email, July 09, 01:03 pm
A new KB page has been created outlining the timeline for requesting optional tours. Customers must select any add-on tours no later than 45 days before their departure date.
MNL CS should create a task to OPS Team if the request was made anytime between 70-45 days before departure.
Link: HERE
MELBOURNE TEAM: Sales Organizational Chart
KB updated on: July 10, 2025
Sent by: Raf Capili
Sent on: email, July 10, 06:28 am
The MELBOURNE TEAM page on KB has been updated to reflect the new Sales MEL team structure.
Link: HERE
TRANSFERZ: PORTAL ACCESS FOR TRAVEL AGENT
KB updated on: July 10, 2025
Sent by: David Alday
Sent on: email, July 10, 09:11 am
The transfer portal is now LIVE for Travel Agents in their Traveller Hub.
Please note, they will NOT receive commission for these bookings.
Link: HERE
FINAL DOCUMENTATION: CRUISE DOCUMENTATIONS TIMELINE
KB updated on: July 10, 2025
Sent by: Jayrold Forte
Sent on: email, July 8, 09:59 pm
All of the cruise booking documentation will be available 14 days before the Sailing Date.
MNL CS should set proper expectations with the customer that depending on the sailing date, it is possible that they will receive their cruise documents while on tour and can be accessed via the Traveler Hub.
Link: HERE
UPDATE (as of 09 July 2025)
EMAIL UPDATES
KB updated on: July 09, 2025
Sent by: John Ong
Sent on: email, July 09, 08:05 am
A new KB page has been created on how to process email update requests due to access concerns or requests for a working email.
Instead of creating a new IV account, MNL CS should just update Perseus with the new email address.
Link: HERE
UPDATE (as of 04 July 2025)
REFUND TIMELINE
KB updated on: July 04, 2025
Sent by: Raf Capili
Sent on: email, July 04, 12:10 pm
Please note that the official refund timeline has been changed from 15–20 days to 20–25 business days to better reflect the actual turnaround time. This has also been updated in the Refund Banking Forms email template.
This timeline should be followed by everyone until further notice or a new update is released.
Link: HERE
FLIGHT QUOTATION TIMELINE FOR US BOOKING
KB updated on: July 04, 2025
Sent by: Jasmin Conde
Sent on: as confirmed by Jennifer Boxell, July 03, 2025
As confirmed by Flights Team TL Jasmin and Jennifer Boxell, the correct timeline for flight quotation for US bookings is 60 days prior to departure date.
UPDATE (as of 02 July 2025)
HANDLING LOI FOR STANS PACKAGES
KB updated on: July 02, 2025
Sent by: Beng Paulino
Sent on: IV CS Updates Notification GC, July 02, 10:12 am
This is a reminder about how we handle concerns related to Letters of Invitation (LOI) for Stans packages.
All LOI concerns are handled by the MEL CS Team. We have an automation in place that automatically categorizes customer inquiries about LOIs as "MEL CS Escalation" and removes them from the CS MNL bucket. MNL CS agents should NOT be actioning these tickets.
For any calls about LOIs:
- Coordinate with an MNL CS Team Lead (TL) first to check if the MEL CS Team is available.
- If MEL CS is available, transfer the call to them.
- If MEL CS is unavailable, please raise a task.
UPDATE (as of 01 July 2025)
TASKS: CS TASKS FOLLOW-UP MANAGEMENT
KB updated on: July 01, 2025
Sent by: Raf Capili
Sent on: email, July 01, 12:48 Pm
A new Knowledge Base (KB) page has been created to serve as a guideline for CS agents when raising concerns to other departments. It outlines the requirement to create a corresponding task in HubSpot to help monitor progress and ensure proper follow-through.
This update details the required task format for CS, the roles of the Team Leads and SCRS in the process, as well as the applicable timelines and procedures to follow.
Link: HERE
BANK FORM - $250 CASHBACK
KB updated on: July 01, 2025
Sent by: Beng Paulino
Sent on: IV CS Team Updates Notification GC, June 30, 09:05 am
For MEL CS TL Loren Mosetter
Hey team, happy Monday
A marketing email was sent out 61 people yesterday regarding a $250 cashback offer which was part of promotion during our Easter sale. In order to process this, we have to get the guests bank details but unfortunately the marketing team used the international bank detail form which caused a few AU guests to reach out and question this. Good news is that a new email has been sent out with the correct form, so if you have anyone calling saying they have the international bank form when they are an Australia pax, please let them know a follow up email has been sent with the correct form. Thanks!
T&C HERE for your reference
UPDATE (as of 27 June 2025)
ALTERING BOOKINGS FROM LAND ONLY TO FLIGHT INCLUSIVE: OUTSIDE 28 DAYS AFTER BOOKING
KB updated on: June 27, 2025
Sent by: Jim Rosales
Sent on: L&D X QA Leads GC, June 26, 04:39pm
This is just a reminder that if a customer wishes to revert to a Flight Inclusive Package outside 28 days from booking creation, customers may request by sending an email to flights@inspiringvacations.com
MNL CS should inform the customer that if they decide to include flights beyond 28 days from booking, the package will remain as Land Only and flights can be added to their booking at a full fare cost .
Link: HERE
CHAT HANDLING: SALES CHATS HANDLING
KB updated on: June 27, 2025
Sent by: David Alday
Sent on: email, June 27, 11:57 am
A new KB page has been created on how MNL CS should handle Sales Lead chats.
This new process should go live today.
Link: HERE
UPDATE (as of 26 June 2025)
TICKET CATEGORY: MNL ESCALATIONS TO MEL CS
KB updated on: June 26, 2025
Sent by: David Alday
Sent on: IV CS QA Calibration, June 26,12:00 pm
Task will no longer automate after categorizing a ticket as CS MEL - Escalations.
To escalate, MNL CS should instead complete the CS Notation and Checklist Playbook and click Yes to create a task follow-up to MEL CS.
Complete the task notation as per existing process.
Link: HERE
UPDATE (as of 25 June 2025)
TRAVEL ZOO US MARKETING EVENT
KB updated on: June 25, 2025
Sent by: Raf Capili
Sent on: Updates Notification GC, June 25,11:57 am
Originally scheduled to start Wednesday and Thursday, this Travel Zoo US marketing event has been move to Thursday and Friday.
MNL GY/Mid CS agents can proceed with the booking.
Sales will have agents working from 6am AEST as follows:
- Patricia & Kate
- Angelo & Taree
US Nationwide/Top 20 - Japan
Launching over the 24th/25th June US time
7 Day Best of Japan (Top 20) - from $795
15 Day Inspiring Japan - from $1,895
11 Day Authentic Japan - from $1,495
16 Day Unforgettable Japan - from $2,695
11 Day Independent Wonders of Japan With Hiroshima - from $1,799
TRAVEL AGENT LINE: PRELIMINARY DOCUMENTS
KB updated on: June 25, 2025
Sent by: Raf Capili
Sent on: email, June 25, 07:58 am
This page originally states that this is Travel Agent Process.
This section has been updated to reflect that this process now applies to any client (TA or regular customer) requesting early issuance of documents.
Link: HERE
ESCALATION PROCESS: MEL CS CALLBACKS
KB updated on: June 25, 2025
Sent by: Raf Capili
Sent on: email, June 25, 07:58 am
This section has been added to reflect the process should MNL CS receive a request from a customer, particularly a TA, who needs to speak with an AU-based agent.
MNL CS should arrange a callback request.
Note: This escalation process should apply to both TA and non-TA lines
Link: HERE
PAYMENT TYPES: MintEFT
KB updated on: June 25, 2025
Sent by: Raf Capili
Sent on: email, June 25, 07:58 am
This section has been added to reflect the process for MintEFT payments.
This payment type is only for Travel Agents (AU and NZ). There will be no surcharge for this payment type.
Link: HERE
CHAT HANDLING: HUBSPOT NOTIFICATION SETTING
KB updated on: June 25, 2025
Sent by: Raf Capili
Sent on: IV CS Team Update Notifications GC, June 25, 08:45 am
This section has been added reflect how MNL CS should set their chat notifcation on HubSpot.
MNL CS is also reminded that if they are on a call, the HubSpot status should be set to Away—and vice versa when they're available
Link: HERE
CHAT INBOX: LOG IN AND OUT
KB updated on: June 25, 2025
Sent by: Angie Reyes
Sent on: One Inspiring Vacations General GC, June 25, 06:07 am
Hi Team,
Just a quick reminder to log in at the start and log out at the end of your shift from the chat inbox. This is important to ensure:
Chats are not assigned to you while you're off shift
All incoming chats are acknowledged and addressed promptly by the agents on duty
This small step helps us maintain seamless service and avoid any delays in responding to our customers.
Thank you for your cooperation!
UPDATE (as of 24 June 2025)
TAILORMADE INQUIRIES: REDIRECTING ENQUIRIES TO THE CORE SALES TEAM
KB updated on: June 24, 2025
Sent by: Jim Rosales
Sent on: email, June 24, 06:27 am
This update states that any sales enquiry, should be directed to the core sales team, rather than to the Tailor-Made team, even if it they are asking for something a bit different The Sales Team will then determine if the request is Tailor-Made or not.
Link: HERE
CS CHATBOT: INTRODUCING MILES!
KB updated on: June 24, 2025
Sent by: David Alday
Sent on: email, June 23, 01:47 pm
This update is about the CS Chatbot named Miles. Miles assists in answering various inquiries. We’ll be launching Miles 100% across all CS web pages for 30 days trial run.
Link: HERE
TOUR UPDATE | ISRAEL-IRAN SITUATION AS OF June 2025
KB updated on: June 24, 2025
Sent by: Raf Rosales
Sent on: email, June 23, 08:47 am
Just an update on the current situation in the Middle East.
The overall travel advice from Smartraveller remains at Yellow – High Degree of Caution for the affected destinations. While the overview wording has slightly changed, the advisory level itself has not.
Feedback from our suppliers in Egypt and Jordan is positive — tours are running as normal. There were a few flight cancellations out of Jordan earlier, but these have now resumed. So for now, it’s business as usual across Egypt, Jordan, and the Stans.
For customers asking about cancellations, the standard policy still applies. If they’re outside the 120-day window, they’re eligible for a full credit.
If there are any customer requests that need further discussion, feel free to raise a task to MEL. The team will call and help manage any concerns directly with the passengers.
UPDATE (as of 20 June 2025)
HUBSPOT: NOTIFICATION SETTINGS
KB updated on: June 20, 2025
Sent by: Jim Rosales
Sent on: email, June 20, 06:37 am
This update provides guidance on how to properly set up notifications in HubSpot to align with the standard CS MNL configuration.
Link: HERE
UPDATE (as of 16 June 2025)
LIMA EARTHQUAKE - An update from a Lima supplier in case CS receive any concerns or questions
KB updated on: June 16, 2025
Sent by: David Alday
Sent on: Update Notification GC, June 16, 01:34 pam
We would like to inform you that today, Sunday, June 15, 2025, at 11:35 a.m., an earthquake with a magnitude of 6.1 was recorded, with its epicenter located 30 km southwest of the Constitutional Province of Callao, Lima, at a depth of 49 km, according to the Geophysical Institute of Peru (IGP).
At this time, no personal injuries or significant material damages have been reported in our operations. Our team has verified that all our passengers and staff are safe and well.
LimaTours continues to operate normally, and all scheduled tourist services remain unchanged. However, we remain in constant communication with local authorities and are closely monitoring any updates to ensure the safety and well-being of everyone.
CRUISE WEB CHECK-IN PROCESS OVERVIEW
KB updated on: June 16, 2025
Sent by: Raf Capili
Sent on: Email, June 16, 06:53 am
A new page has been added under the CS-OPS Interdepartmental Concerns section.
This page provides an overview of the Cruise Web Check-in Process followed by the OPS Team. It is intended as a reference for the CS Team to understand the process flow and associated timelines. Please note that this page is for guidance only and not for action by CS.
Link: HERE
UPDATE (as of 11 June 2025)
DEAL VIEW
KB updated on: June 11, 2025
Sent by: Stephanie Claus
Sent on: Email, June 10, 02:59 pm
This update describes the new layout for Deals, where the information in the top-left corner is now organized into multiple categories. It also highlights the integration of AI into the deal summary to provide easier assistance.
Link: HERE
TICKET VIEW
KB updated on: June 11, 2025
Sent by: Stephanie Claus
Sent on: Email, June 10, 02:59 pm
This update describes the new layout for Tickets, where the information in the top-left corner is now organized into multiple categories. It also highlights the integration of AI into the ticket summary to provide easier assistance.
Link: HERE
FLIGHTS: RAISING TASKS TO FLIGHTS TEAM
KB updated on: June 11, 2025
Sent by: Raf Capili
Sent on: Email, June 11, 10:09 am
The table has been updated to reflect the correct task queues and descriptions. This update clearly identifies which tasks are handled by the Flights Team.
Link: HERE
UPDATE (as of 10 June 2025)
WYSE TRAVEL CARDS
KB updated on: June 10, 2025
Sent by: David Alday
Sent on: Email, June 9, 09:14 am
Information on Wyse Travel Card will be included in the Customer Journey email. This information can also be found on the website FAQ page.
Link: HERE
TRAVEL AGENT PAYMENT EMAIL IMPROVEMENTS
KB updated on: June 09, 2025
Sent by: Raf Capili
Sent on: Email, June 5, 03:48 pm
This update explains that moving forward, a more customized email will be sent to Travel Agents for the following topics:
- Pending payment & overdue reminders (now referencing MintEFT for AU/NZ only)
- Instalment payment & overdue reminders
- Final payment & overdue reminders
- Additional payment reminders
Link: HERE
PAY IN FULL: TO CHECK ON THE WEBSITE
KB updated on: June 09, 2025
Sent by: Raf Capili
Sent on: Email, June 5, 03:48 pm
This update is a reminder to use the info icon ("i") on the pricing card when checking a booking for discounts. Clicking it will show detailed information about the discount, including any exclusions or validity periods.
Link: HERE
PRELIMINARY DOCUMENTS (TRAVEL AGENT PROCESS)
KB updated on: June 09, 2025
Sent by: Raf Capili
Sent on: Email, June 5, 03:48 pm
This update you will learn what process to follow in case the preliminary documents is absolutely necessary to be given to a Travel Agent prior to the release of the final documents.
Link: HERE
CS-SALES CONCERN:
Sales Calls during CA/US Time
Travel Agent Sales Calls
KB updated on: June 09, 2025
Sent by: Raf Capili
Sent on: Email, June 6, 07:36 am
The MNL team will now act as the main receiver of overflow Sales Calls, particularly during Mid-GY shift hours.
This update will let you know how to handle Sales calls during CA/US time and Travel Agent Sales calls.
Link: HERE
AIRCALL: IVR UPDATES
KB updated on: June 09, 2025
Sent by: Raf Capili
Sent on: Email, June 6, 07:51 am
This update will guide you on the new IVR route created for experience for customers and especially travel agents.
Link: HERE
UPDATE (as of 30 May 2025)
OUT OF HOURS SUPPLIER CONTACT
KB updated on: May 30, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, May 26, 09:07 am
A new guideline has been made on how MNL CS should contact suppliers during an on-tour case.
MNL CS should first assess if the issue is urgent or general.
Only if the issue is urgent should MNL CS use the supplier's emergency email and phone number. For issues that are general and can wait until next business day for a reply, please do not use the emergency email / number.
Link: HERE
PIF OVERDUE PAYMENTS
KB updated on: May 30, 2025
Sent by: John Ong
Sent on: Email, May 29, 01:51 pm
This update will guide you on the process for extending PIF booking discounts.
PIF bookings won't be automatically cancelled. Instead, an automated task will be created for Manila Customer Service (CS) to follow up with the supplier after 7 days if payment is overdue.
Link: HERE
ON-TOUR: TRAVEL DOCS WHILE ON TOUR
KB updated on: May 30, 2025
Sent by: David Alday
Sent on: ClickUp, May 30, 10:06 am
A new page has been created on how we could guide the customer's locate their travel documents on the Traveller Hub while on tour.
Link: HERE
UPDATE (as of 26 May 2025)
SOUTH AMERICA TRANSFERS PAGE - DELETED
KB updated on: May 26, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, May 26, 07:51 am
Starting today, the South America Transfers will no longer be available on the Knowledge Base. For any transfers request for South America bookings, kindly refer to the Transferz page.
Link: HERE
CANCELLATION: HARDSHIP - REMOVED
KB updated on: May 26, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, May 26, 08:14 am
This information has been removed from the Knowledge Base. MNL CS should not actively be advising guests about hardship at all, this should only come from MEL CS.
Regardless of the reason there are cancelling, the process is still the same, they fill in the cancellation form and it will come to MEL CS. If it turns out it is due to medical/financial/another extreme circumstances, MEL CS will assess it pending on a variety of factors.
Hardship as a Cancellation Type has also been removed from the Knowledge Base.
CANCELLATION: SCENARIOS - UPDATED
KB updated on: May 26, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, May 26, 08:14 am
This section has been updated to reflect:
Scenario: The customer experiences a medical emergency before the tour.
Resolution:
Standard Cancellation Policy:
The customer is subject to the standard cancellation policy regardless of timeline and MEL CS will assess as needed. Please send the cancellation form.
Link: HERE
CANCELLATION: FORCE MAJEURE - UPDATED
KB updated on: May 26, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, May 26, 08:14 am
There was a section here, POLICIES & PROCESS:
- Hardship cancellations are no longer evaluated solely on a case-by-case basis.
- Customers can now formally request a refund under hardship conditions.
This section has been removed from the Knowledge Base.
Link: HERE
CANCELLATION: VOLUNTARY - UPDATED
KB updated on: May 26, 2025
Sent by: Loren Mosetter
Sent on: ClickUp, May 26, 08:14 am
The table has been updated on this page.
MNL CS should now only process cancellation requests if it inside COP without any payment.
ALL other scenarios will now require MNL CS to send cancellation form and MEL CS will be the POC. MEL Sales will no longer process cancellation requests.
Link: HERE
LETTER OF INVITATION (FIVE STANS PRODUCT) - UPDATED
KB updated on: May 26, 2025
Sent by: David Alday
Advised on: May 26, 01:00 pm
Previous CS process has been removed from this page.
Please note that for any LOI concerns, it must be handled by MEL CS Team. MNL CS should not process any query or requests and escalate it to MEL CS Team.
Link: HERE
UPDATE (as of 23 May 2025)
TRANSFERZ UPDATE
KB updated on: May 23, 2025
Sent by: Jim Rosales
Sent on: May 23, 08:09 am
The following sections (If the customer wants to book within 7 days / How to make a booking: Agents Portal) have been updated to reflect that if the customer insists on making a Transferz booking within 7 days of the departure date, it should be escalated to a MNL CS Team Lead.
MNL CS Team Lead will use the portal once escalated.
Link: HERE
TRAVELLER HUB PASSWORD RESET
KB updated on: May 23, 2025
Sent by: Jim Rosales
Sent on: May 23, 08:09 am
A new KB page has been created to serve as a guideline on how MNL CS could assist customers requesting password reset.
Link: HERE
UPDATE (as of 20 May 2025)
GENERAL PROCESS FOR HANDLING PASSPORT INFORMATION - UPDATE
KB updated on: May 20, 2025
Sent by: David Alday
Sent via: ClickUp, May 19, 10:59 am
We do not want to capture any passport data in HubSpot.
Correct process is for this information or copies to be submitted via TravellerHub and therefore directly into Perseus. If passport details are received via email, please follow the updated process to ensure they are not stored in HubSpot.
Link: HERE
SWISS RAIL DOCUMENTATION
KB updated on: MaY 20, 2025
Sent by: Jim Rosales
Sent via: Email, May 19, 08:46 am
This update will show you the document that OPS will be sending out to customers outlining which ticket to use and when to use it
Link: HERE
SOUTH AMERICA TRANSFER
KB updated on: May 20, 2025
Sent by: Raf Capili
Sent via: Updates Notification GC, May 19, 12:46 pm
The add-on transfer feature has been replaced with access to the Transferz Portal.
Link: HERE
UPDATE (as of 16 May 2025)
PROCESS TO INPUT TRANSFER INFORMATION INTO THE BE
KB updated on: May 15, 2025
Sent by: David Alday
Sent via: Email, May 14, 07:15 am
Persons authorized (MNL TL, SCSR and Tier 2 agents) to manually book the transfer using the portal should follow this process and input the transfer information on the Operations Tab in Perseus.
Link: HERE
BOUNCED EMAIL
KB updated on: May 15, 2025
Sent by: Raf Capili
Sent via: Updates Notification GC, May 15, 10:26 am
A quick reminder about sending emails: Always verify that your emails have been successfully delivered to ensure clients receive timely responses. Allow a minute or so for the email to process.
If you notice an email has bounced (e.g., it's been flagged as spam), immediately try to call the client to obtain an alternative email address.
If the issue persists after attempting to obtain an alternative email, please escalate the problem to your Team Lead for further investigation by the Systems team.
UPDATE (as of 15 May 2025)
SOUTH AMERICA OPTIONAL TOUR
KB updated on: May 15, 2025
Sent by: Beng Paulino
Sent via: Updates Notification GC, May 14, 08:52 am
Pls note that we are no longer providing the Optional Tour: Full Day Fiesta Gaucha. Affected bookings have had the tour removed and customers emailed. Refunds are being processed. Only one of the bookings is within 70 days, so if you get any communication about adding on a different optional for booking 1354161, please raise it to Mel CS and we will see if it is possible as a once off.
All others are outside of 70 days so they can add on as they please.
MEL CS COMMUNICATIONS
KB updated on: May 15, 2025
Sent by: Raf Capili
Sent via: Updates Notification GC, May 14, 09:49 am
A friendly reminder regarding the handling of guest contact responses initiated by our MEL CS agents. This applies to all guest contacts, not just those related to specific situations or statuses (STANS LOI etc,.).
We've noticed a few instances recently where MEL CS agents have contacted guests, but the subsequent ticket replies are being picked up and closed by MNL CS agents, rather than being re-assigned to the original MEL CS agent. This process causes delays, miscommunication, and often requires us to follow up with guests for information they've already provided.
To ensure seamless communication and efficient service, please ensure that all replies to guest contacts initiated by MEL CS agents are returned to the original MEL CS agent for their follow-up and closure.
DOUBLE ROOM UPGRADE - WITH ADDITIONAL COST
KB updated on: May 15, 2025
Sent by: Beng Paulino
Sent via: Updates Notification GC, May 14, 02:38 am
MEL CS has sent a bulk email to passengers booked on our 17-Day and 19-Day Norway Winter Premium Small Group Tours. If they have booked a single room they do have the option to upgrade to a double room at an additional cost. This will be on request and added through the add ons tab in BE.
Email responses are routed to MEL CS; however, if you receive calls, you can add the upgrade via the "add-ons" tab, similar to an optional tour.
UPDATE (as of 9 May 2025)
TRANSFERZ PORTAL ACCESS & TRANSFERZ BOOKING NOTATION
KB updated on: May 9, 2025
Sent by: Raf Capili
Sent via: Email, May 8, 09:48 am
This update outlines the guidelines for who is authorized to access the Transferz portal when booking a transfer on behalf of a customer. The designated person making the booking must follow the specified booking notation included in this update.
Links: HERE
YELLOW FEVER VACCINATION REQUIREMENT FOR ECUADOR
KB updated on: May 9, 2025
Sent by: Beng Paulino
Sent via: IV MNL CS GC, May 8,12:10 pm
Ecuador has a new Yellow Fever vaccination requirement. This update provides information on who is affected by this requirement.
Links: HERE
UPDATE (as of 7 May 2025)
HURTIGRUTEN SCANDINAVIA OPTIONAL TOUR BOOKINGS
KB updated on: May 7, 2025
Sent by: David Alday
Sent via: Email, May 7, 09:31 am
We have a new process that will allow customers to book their SCANDINAVIA Hurtigruten Optional tours prior to travel. They will need to fill up a form and OPS team will book it for them.
Links: HERE
PIF DISCOUNT | CA STORE ONLY
KB updated on: May 7, 2025
Sent by: Raf Capili
Sent via: IV MNL CS GC, May 6, 02:08 pm
Just a quick heads-up on a payment for the Canadian store customers ONLY.
Right now, customers using the PIF discount price can't pay with their credit cards. This is because the Canadian store still uses Braintree while the US, AU, and NZ stores are on Mint.
So, for now, if a Canadian customer wants to take advantage of the PIF discount, they need to pay via direct deposit. (Only the deposit is able to be paid on CCard).
Link: HERE
TURKMENISTAN TOUR UPDATE | LOI DELAYS
KB updated on: May 7, 2025
Sent by: Raf Capili
Sent via: IV MNL CS GC, May 6, 02:31 pm
From CS MEL
There are delays in processing travel documents and letters of invitation for 9 Stans departures between May 22nd and June 16th. Affected guests have been emailed with an update, letting them know that we're working on it but the usual 30-day timeline isn't going to work. We'll update them as soon as we have the documents, but it's looking like it'll be closer to departure than expected.
Please stop responding to the emails we sent yesterday. If you notice a ticket triggered by a reply to that email, just assign it to MEL CS to action/respond.
Note: This is a separate update from the previous email blast about Turkmenistan letters of invitation (subject: "Action Required: Important information about your Turkmenistan Letter of Invitation") which has an automation for auto-categorizing as CS MEL Escalations which MNL team has been advised to not respond.
Sample booking: https://app.hubspot.com/contacts/8357211/record/0-5/23399337875/
UPDATE (as of 6 May 2025)
CORRECT CONTACT ASSOCIATIONS IN HUBSPOT
KB updated on: May 6, 2025
Sent by: David Alday
Sent via: Email, May 6, 06:15 am
This update will give more information how not to overly associate contacts in HubSpot, what will happen if you incorrectly associate a contact to a deal and how to avoid incorrect associations.
Links: HERE
UPDATE (as of 5 May 2025)
CRUISE QUOTES
KB updated on: May 5, 2025
Sent by: Loren Mosetter
Sent via: ClickUp, May 5, 12:39 pm
Customers do not need to fill in the form again if they do not want to accept a quote.
After OPS emails them the quote for the upgrade request and they respond saying that they do not want to proceed with the quote, they do not need to fill in the form. CS MNL should respond to the guests acknowledging this and then tag the cruise agent against the cruise upgrade task in the deal to ensure they are aware the client does not want to proceed and get them to remove the upgrade request.
The cruise agent will then remove the add-on and update anything else required.
Links: HERE
UPDATE (as of 21 April 2025)
CUSTOMER JOURNEY: TASK GUIDELINES
KB updated on: April 30, 2025
Sent by: Raf Capili
Sent via: email, April 29, 12:59 pm
A new page has been created to serve as guideline on how CS could effectively handle the Customer Journey task.
Links: HERE
PASSPORT FAQ's
KB updated on: April 30, 2025
Advised by: David Alday
Advised via: ClickUp, April 30, 06:49 am
This page has been updated to reflect the following:
1. PROCESS WHEN WE RECEIVE PASSPORT DETAILS
- Not necessary to also change the 'Ops ticket category', just need to flag the 'Category'.
2. PASSPORT SECURITY
- This section has been added to remind CS to always request that travellers submit this information via Traveller Hub. CS always use template 'CS Comms - Passport Details Required' which will direct the customer on how to upload this in Traveller Hub.
Links: HERE
UPDATE (as of 30 April 2025)
SOUTH AMERICA TRANSFERS
KB updated on: April 21, 2025
Advised by: David Alday
Advised via: email, April 15, 01:45 pm
For any Transferz request for South America bookings inside 70 days prior to departure date, please raise it to a MNL CS TL.
Links: HERE
STANS LETTER OF INVITATION (LOI)
KB updated on: April 21, 2025
Advised by: David Alday
Advised via: email, April 15, 01:45 pm
LOI concerns will be handled by the MEL CS Team.
There is an automation in place that if the concern of the customer is about the Letter of Invitation for the Stans packages, it will be automatically categorized as MEL CS Escalation and will be removed from the CS MNL bucket. MNL CS agents should not be actioning these tickets.
Links: HERE
UPDATE (as of 15 April 2025)
LAND ONLY QUOTE
KB updated on: April 15, 2025
Advised by: Raf Capili
Advised via: email, April 15, 09:18 am
This is a temporary process - CS should send the Flight Preference Form for any flight assistance requests (Land Only Quote) for flight portal exempted packages.
Links: HERE
UPDATE (as of 14 April 2025)
CHANGE POLICIES
KB updated on: April 14, 2025
Advised by: David Alday
Advised via: Team David GC, April 14, 12:13 pm
Changes have been made on the flight scenarios and applicable fees for Date Change, Name Change, Name Correction, Package Change and Flight Only Changes.
Standard IV Fee is now for $75 pp for all change requests except for Flight Deviation Requests. Please be sure to check each pages to see the applicable timelines and processes.
Links: Date Change | Name Change | Name Correction | Package Change | Flight only Changes
EMAILS WITH THE SUBJECT LINE "Action Required: Important information about your Turkmenistan Letter of Invitation."
KB updated on: April 14, 2025
Sent by: Raf Capili
Sent via: IV MNL-CS GC, April 14, 09:49 am
Please refrain from actioning any emails with the subject line "Action Required: Important information about your Turkmenistan Letter of Initiation."
These emails are automatically categorized as "MEL Escalations" and should not appear in the MNL CS ticket view.
Sample email: HERE
ROOM ALLOCATION REQUEST
KB updated on: April 11, 2025
Sent by: Jim Rosales
Sent via: email, April 11, 01:06 pm
Room allocation requests are determined at the time of customer check-in. The Operations team does not have the capability to pre-assign rooms in advance.
CS should not raise this to OPS team.
Link: HERE
AIRALO ESIMS
KB updated on: April 14, 2025
Sent by: David Alday
Sent via: ClickUp, April 14, 06:42 am
We now have a partnership agreement with Airalo who offer eSims. The agreement means that customers can access discounts via a redemption code. This will be part of the CJ process.
Link: HERE
JAPAN (Intrepid) OPTIONAL TOUR PURCHASE ONTOUR
KB updated on: April 14, 2025
Sent by: Davi
Sent via: Email, April 11, 06:12 am
CS would need to use the template Addons - Too Late for Optional Tours for any requests to add optional tour for Japan bookings within 70 days prior to departure.
Japan (Intrepid) customers won't have an option to add optional tours while on tour.
Link: HERE
UPDATE (as of 11 April 2025)
BOOKING REQUEST: First and Last Hotel Enquiry
KB updated on: April 11, 2025
Sent by: David Alday
Sent via: email, N/A
Added a process on how we can assist our customers should they email/call enquiring for the confirmed first and last hotel associated with their booking.
Link: HERE
UPDATE (as of 10 April 2025)
REFUNDS: PROCESS
KB updated on: April 10, 2025
Sent by: Mike Abellera
Sent via: email, April 9, 03:09 pm
Scenarios 1 and 2 - CS must always use the Use the snippet #Finance - Customer Refund Request after the creation of Finance Task. CS must answer all the highlighted items on the snippet as these are the requirements for the Finance Team to process the refund request. A snip has been added on each scenarios . CS must always refer to the Refund Processing SOP and Refund Method Breakdown. (can be found the same KB page)."
Refund Processing SOP - This section now clearly outline the guidelines how CS can reference Perseus when doing the refund
Link: HERE
VISA
KB updated on: April 10, 2025
Sent by: Kate Spreckley
Sent via: Slack, April 10, 05:23 am
Individual pages for per country visa requirements have been removed from the Knowledge Base.
CS must now just refer to the page: Visa and Passport Information which will direct them to the official IV page for visa requirements per destination
Link: HERE
ON-TOUR MATRIX
KB updated on: April 10, 2025
Sent by: Kate Spreckley
Sent via: Slack, April 10, 06:19 am
The powerpoint screenshots of the matrix have been removed on the following pages:
- ON TOUR: Incident Type Level Chart
- ON TOUR: After hours process
A direct link to the On-Tour Matrix has been added on both pages.
Link: ON TOUR: Incident Type Level Chart | ON TOUR: After hours process
ON TOUR: AFTER HOURS PROCESS
KB updated on: April 10, 2025
Sent by: Kate Spreckley
Sent via: Slack, April 10, 06:19 am
WHO HANDLES WHAT BASED ON COLOR CATEGORIZATION
This section now tells you which CS team will handle scenarios according to the color categorization
HOW TO COMPLETE ON-TOUR PLAYBOOK
A quick link to the CS Notation and Checklist KB page has been added to this section
MANILA TEAM PROCESS: MEL ESCALATION - AFTER HOURS
First bullet item now indicates the correct On-tour Playbook to use. A quick link to the On-Tour: Notation and Checklist page has been added.
Link: HERE
UPDATE (as of 8 April 2025)
CHANGE POLICIES
KB updated on: April 8, 2025
Advised by: David Alday, April 8
Update for new fees changes.
Link: Individual pages for Date Change, Name Change, Name Correction, Package Change and Flight Only Changes have been changed accordingly.
UPDATE (as of 7 April 2025)
ON TOUR DEFINITION
KB updated on: April 7, 2025
Sent by: David Alday
Sent: April 7, 2025 10:37 am
On tour now starts at the time of customer's flight departure.
Link: HERE
UPDATE (as of 4 April 2025)
MAKING AN OUTBOUND CALL
KB updated on: April 4, 2025
Sent by: Raf Capili
Sent via: Message, IV MNL CS GC April 4, 2025 11:04 am
This is a quick reminder that when making outbound calls, please do not use the Outbound IVR. Instead, please use the Existing Bookings [IVR 2]. You can set this as your default in Aircall for easy access.
Link: HERE
EMIRATES DUBAI STOPOVER OFFER
KB updated on: April 4, 2025
Sent by: Jasmin Conde
Sent via: Email, April 4, 2025 09:25 am
Additional information added:
When will the Global Flights Team send the quote
Timeline for Customer's Decision/Reply
Quote Provision Timeline
Cancellation & Resending quotation
Link: HERE
SHARING LONG TTL FLIGHT DETAILS WITH CUSTOMER
KB updated on: April 4, 2025
Sent by: Raf Capili
Sent via: Message, IV MNL CS GC, April 4, 2025 09:25 am
Link: HERE
Just a friendly reminder about the process for sharing Long TTL flight details with customers.
Discretion & Guidelines
MNL TL or MEL Team discretion applies when deciding whether to share flight details.
CS agents may share flight information if it helps diffuse a situation or address a customer concern.
What's Next?
If flight details are shared:
Add a comment in the flight note to notify the Flights Team that the information has been provided to the customer.
Please ensure to follow this process.
REFUND PROCESSING & BANK FORMS
KB updated on: April 4, 2025
Sent by: Raf Capili
Sent via: Message, IV MNL CS GC, April 4, 2025 07:29 am:
Just a friendly reminder about refund processing. Whenever we process a confirmed item cancellation that requires a refund (or any refund in general), please always verify the last payment method used.
If it's not a credit card, please be proactive and request a Refund Banking Form from the customer right away. This will help us expedite the refund process and avoid unnecessary follow-ups with the customer.
UPDATE (as of 3 April 2025)
EMIRATES DUBAI STOPOVER OFFER- email sent to some customers
KB updated on: April 3, 2025
Sent by: David Alday
Sent via: Email. April 3, 2025 06:04 am:
If customers are asking questions, please use the information in the email to assist, and additionally direct the customer to respond to the email for further pricing information.
Link: HERE
TASK NAMING CONVENTION FOR OPS (MNL/MEL)
KB updated on: April 3, 2025
Sent by: Raf Capili
Sent via: Message, IV MNL-CS GC April 2, 2025 01:13 pm:
Follow the naming convention when creating OPS task.
UPDATE (as of 1 April 2025)
ONTOUR - Unforgettable Japan March 28th.
KB updated on: April 1, 2025
Sent by: Beng Paulino
Sent via: Message, IV MNL-CS GC April 1, 2025 10:29 am:
Hotel Change: The starting hotel for the tour was changed, but the email notification to guests was not sent.
Guest Impact: Some guests went to the incorrect hotel and had to pay for a taxi to reach the correct one.
Action for Team: If any emails about this issue are received, a task should be raised to MEL CS for processing the refund.
REDUCTION IN CHANGE FEE
KB updated on: April 1, 2025
Sent by: David Alday
Sent via: Email, March 31, 2025 12:15pm:
Ts and Cs are being updated to reflect new fee's for changes.
Link: Individual pages for Date Change, Name Change, Name Correction, Package Change and Flight Only Changes have been changed accordingly.
Booking Changes
Tour booking:
Outside of any applicable 7 day cooling off period, or the specific terms of a product, should you decide or need to change your tour booking, the below Inspiring Vacations fees will apply in addition to any costs charged by third-parties.
120 days or more prior to departure - no fee other than third-party fee's,
119-71 days prior to departure - $75 per person in addition to any third-party fees
70 days prior to departure or less - no changes permitted, see cancellation section. Due to the nature of our packages it is not possible to make changes inside 70 days.
Please note, changes will be calculated against the availability and price of tours at the time of the change being made, not the original date of purchase. Date changes can impact the seasonality of travel so may change the price of the tour.
Should a booking change result in excess payments, these will be issued to you as a credit.
To request a change to your booking, please email support@inspiringvacations.com
Flight Booking:
Should you decide or need to change your flight booking, the below Inspiring Vacations fees will apply in addition to any costs charged by the airlines:
Any time - $150 per person plus airline fees.
Note that airlines can charge significant fees even for minor name corrections. In some cases, an entirely new ticket may need to be issued. It is critical that you complete your passenger details form as requested with full names that match your passport. Please be aware that change fees from airlines can apply both before and after ticketing if flights have been reserved and require change.
For more information relating to flight change requests, please email flights@inspiringvacations.com
APRIL FOOL'S DAY PACKAGE
KB updated on: April 1, 2025
Sent by: David Alday
Sent via: Message, IV MNL CS GC March 31 , 2025 02:16 pm
PROCESS FOR FLIGHT DEVIATIONS FOR SUPPLIER BOOKED FLIGHT
KB updated on: April 1, 2025
Sent by: Jasmin Conde
Sent via: Email, March 31 , 2025 02:44 pm
Flights Team does not handle any deviation requests for supplier booked China packages. Please raise to CS MEL Team using the appropriate snippet - #chinadeviationrequest. Task name should be China Flight Inclusive Deviation Request
Link: HERE
UPDATE (as of 28 March 2025)
ADVICE FROM INTREPID REGARDING PERU'S STATE OF EMERGENCY
KB updated on: March 28, 2025
Sent by: Angie Urbanozo
Sent via: Message on IV MNL-CS GC, March 28 , 2025 07:14 am
Kindly note that the affected areas are not part of the itinerary and we are currently monitoring the situation. If customer will cancel, that will be considered as voluntary and we'll have to refer to our cancellation policy.
NEW EXTENSION AND ENRICHMENT OFFERING - LAUNCHING 28/03
KB updated on: March 28, 2025
Sent by: David Alday
Sent via: Email, March 28 , 2025 05:58 am
Selected AU/NZ customers will receive an email to enrich their travel experience 30 mins post-booking.
Link: HERE
CUSTOMER REQUESTING INDIVIDUAL HOTEL RESERVATION NUMBERS
KB updated on: March 28, 2025
Sent by: Loren Mosetter
Sent via: ClickUp, March 27 , 2025 11:47 am
Hotel Reservation Numbers for Group Bookings page originally was just for Allotment bookings. Page has been updated as the process now is across all packages.
Link: HERE
REQUEST TO CHANGE FROM TWIN SHARE TO TWO SINGLE ROOMS
KB updated on: March 28, 2025
Sent by: Loren Mosetter
Sent via: ClickUp, March 27 , 2025 11:41 am
This request will now be handled by MEL CS.
Link: HERE
UPDATE (as of 26 March 2025)
REMARK FIELD - INTERNAL NOTES AND GUIDELINES
KB updated on: March 26, 2025
Sent by: Bree Drummond
Sent via: Email, March 25 , 2025 07:00 am
This page will guide you on how to properly use the Remarks Field in Perseus.
Link: HERE
MANAGE BOOKING LINKS FOR VARIOUS AIRPORTS
KB updated on: March 26, 2025
Sent by: Jasmine Conde
Sent via: Email, March 25 , 2025 02:09 pm
These links provide quick access to flight details, enabling better support for passengers.
Link: HERE
UPDATE (as of 19 March 2025)
LAST MINUTE FLIGHT CHANGES
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, March 18 , 2025 10:50 am
How to communicate to Operations Team should there be a last minute flight change from customer
Link: HERE
BEDDING CONFIGURATION CHANGES AFTER NAMING LISTS
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, March 18 , 2025 10:50 am
How to assist customers requesting to change their bedding configuration after the naming list has been sent.
Link: HERE
USING THE CORRECT FIELDS IN PERSEUS
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, February 25, 2025 12:19 pm
How to properly use the Remark, Special Request and Additional Arrangement fields in Perseus.
Link: HERE
LETTERS OF INVITATION (FIVE STANS PRODUCT)
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, March 18 , 2025 10:50 am
Process and timelines for Five stans LOI. LOI cannot be issues earlier than 30 days prior to departure.
Link: HERE
UPDATING DIETARY OR MEDICAL REQUIREMENTS
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, February 25, 2025 12:19 pm
How to update in Perseus for allotment bookings
Link: HERE
EARLY CHECK-IN /LATE CHECK-OUT REQUESTS
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, February 25, 2025 12:19 pm
Where to add in Perseus and what to advise customer if they request early check-in or late check-out
Link: HERE
ADDING MIDDLE NAMES TO BOOKINGS
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, February 25, 2025 12:19 pm
When to add middle names to bookings
Link: HERE
HOTEL RESERVATION NUMBERS FOR GROUP ALLOTMENT BOOKINGS
KB updated on: March 19, 2025
Sent by: Bree Drummond
Sent via: Email, March 18, 2025 08:50 am
What to advise customers who are requesting for the individual hotel reservation numbers
Link: HERE
UPDATE (as of 18 March 2025)
SOUTH AMERICA TRANSFERS
KB updated on: March 18, 2025
Sent by: Loren Mosetter
Sent via: ClickUp, March 18, 2025 07:26 am
South America transfers will be booked via the supplier and not through Transferz (transfer portal on TH)
Link: HERE
MEKONG RIVER CRUISE BOOKING FORMS CROISEUROPE
KB updated on: March 18, 2025
Sent by: David Alday
Sent via: email, March 18, 2025 06:33 am
4 days after booking confirmed, Mekong River Cruise bookings will receive a request to submit to us a Croisieurope booking form. After the form is received, CS must upload the file as Internal on Perseus.
Link: HERE
JAPAN AIRPORT TRANSPORT GUIDES - TEMPORARY
KB updated on: March 18, 2025
Sent by: David Alday
Sent via: email, March 18, 2025 06:24 am
These are transport guides that CS can share with customers via the CJ template.
Link: HERE
UPDATE (as of 17 March 2025)
SPLITTING PIPELINE FOR SALES AND OTHER TEAMS
KB updated on: March 17, 2025
Sent by: David Alday
Sent via: email, March 17, 2025 08:43 am
New pipelines have been added/changed. A new ticket triage process will be followed.
Link: HERE
UPDATE (as of 13 March 2025)
NAMIBIA VISAS REQUIRED EFFECTIVE 01 APRIL
KB updated on: March 13, 2025
Sent by: Jim Rosales
Sent via: email, March 11, 2025 04:26 pm
Visa required for tourist visits for travelers from the USA, Canada, UK, Germany, Australia, and over 30 other countries. The visa can be obtained upon arrival in Namibia.
Link: HERE
UPDATE (as of 10 March 2025)
CANCELLING TRANSFERZ CHANGES
KB updated on: March 10, 2025
Sent by: Steph Clause
Sent via: email, March 7, 2025 12:17 pm
Process of customer cancellation on TH, either departing within 24 hours or outside. Cancelling in Perseus.
Link: HERE
UPDATE (as of 07 March 2025)
FLYBUS AIRPORT TRANSFER
KB updated on: March 7, 2025
Sent by: Roz Alcontin
Sent via: email, 12:26 pm
How Flybus airport transfer works
Link: HERE
TRANSFERZ
KB updated on: March 7, 2025
Sent by: Loren Mosetter
Sent via: ClickUp, 9:02am
What to do if the customer wants to book within 7 days and insists even after pushback
Link: HERE
UPDATE (as of 03 March 2025)
NEW PROCESS FOR INDIA VISA LETTERS
KB updated on: March 5, 2025
Sent by: Loren Mosetter
Received via: ClickUp, 12:15 am
If the MNL CS team receive any requests for these letters, CS should let the customers know that they can expect the letters around the 95 day mark and they should get an automated email advising them they can access this through Traveller Hub.
Link: HERE
UPDATE (as of 28 February 2025)
DREAMLAKE EMAIL/TICKET HANDLING
KB updated on: February 28, 2025
Sent by: David Alday
Received via: email, 06:22 am
For Dreamlake cruise tickets/emails, change owner to "No Owner". For CS emails, category should Dreamlake Cruises. For OPS emails, OPS ticket type should be Dreamlake Cruises.
Link: HERE
UPDATE (as of 27 February 2025)
FOLLOW UP ON DEVIATIONS SCHEDULE 90 DAYS BEFORE DEPARTURE
DEVIATION REQUESTS WITHIN 60 DAYS WITH NO ACTION TAKEN
KB updated on: February 27, 2025
Sent by: Jasmin Conde
Received via: Flights Meeting
Escalate to MEL for any irate follow ups.
Check if the booking is approved for ticketing.
Link: HERE
ALTERING BOOKINGS FROM FLIGHT INCLUSIVE/CONTRIBUTION TO LAND ONLY TO FLIGHT INCLUSIVE/CONTRIBUTION
KB updated on: February 27, 2025
Sent by: Jasmin Conde
Received via: Flights Meeting
Change can only be made within 28 days from booking creation.
Link: HERE
FREQUENT FLYER INFORMATION
LAND ONLY QUOTE TURNAROUND TIME (TAT)
E-TICKETS SHOWING AS INTERNAL IN PERSEUS
KB updated on: February 27, 2025
Sent by: Jasmin Conde
Received via: Flights Meeting
CS must not create a task for Flyer Flyer information
Land Only quote TAT is 48 hours
If e-tickets show as Internal in Perseus, it should be raised on the Helpdesk .
Link: HERE
UPDATE (as of 26 February 2025)
BEDDING CONFIGURATION CHANGE REQUEST WITHIN 70 DAYS
KB updated on: February 26, 2025
Sent by: Loren Mosetter
Received via: ClickUp
CS must use the template Change - Bedding Request Allotment < 75 Days
Link: HERE
UPDATE (as of 25 February 2025)
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