Hotel bookings - SOP

HBQ - HCN obtaining process

• Update the HCN early if it’s available at the backend.

• Request HCN when it enters the HBQ

• HCN should be received and updated 72 hours prior to the Travel date (except recent bookings) 

• Disclaimer email with the TL to be sent to the supplier, if HCN not received - 5 hours prior to the Check-in as per the local time.(except Ratehawk) 

• For ratehawk, disclaimer email with TL to be sent to them if HCN not received 25 hours prior to the Check-in as per the local time (except recent bookings) 

• For recent Ratehawk bookings,disclaimer email with TL to be sent 5 hours prior to the Check-in as per the local time.

• Provide alternative option / new booking to the user If there is no acknowledgement / assurance from the supplier.

• Email the supplier the new invoice for them to cover the difference.(copy finance)

• Close the ticket, once the compensation is received as acknowledged by finance. 

1. Accessing ATS Reference in TravelClub:

   • Open the ATS reference in TravelClub.
   • Check the supplier associated with the booking.
   • Open the specific supplier backend using the supplier reference.

2. Verification Process:

   • Ensure all information in TravelClub matches the supplier backend.
   • Information to verify includes:
     • Hotel names
     • Board basis
     • Meal plan
     • Room category
       
   • If any discrepancies are found, report them immediately and escalate to the concerned department and individuals.

Refund for Cancelled bookings

• Refund request to be sent to the providers and follow up rigorously to secure the refund for all the bookings that are cancelled outside free TL with charges.

           Booking got cancelled / Hotel cannot find the booking

• Escalate the matter to the supplier. 

• Disclaimer email with the TL to be sent to the supplier, if the booking is not confirmed / reinstated - 5 hours prior to the Check-in as per the local time.(except Ratehawk) 

• For ratehawk, disclaimer email with TL to be sent 25 hours prior to the check-in as per the local time (except recent bookings) 

• For recent Ratehawk bookings,disclaimer email with TL to be sent 5 hours prior to the check-in as per the local time.

• Provide alternative option / new booking to the user If there is no acknowledgement / assurance from the supplier.

• Email the supplier the new invoice for them to cover the difference.(copy finance)

• Close the ticket, once the compensation is received as acknowledged by finance. 

Booking confirmed without breakfast /Room confirmed with a different bed type/Payment not received

• Escalate the matter to the supplier. 

• Follow up rigorously.

• Close the ticket, once the issue has been resolved.

Hotel unclean /change hotel request after check-in

• Escalate the matter to the supplier. 

• Simultaneously ask the user to inform the end customer to file a complaint at the hotel.

• Close the ticket,once the issue has been resolved.

Bookings under “Pending Confirmation” status

External Users – Escalation Handling Steps

1. Call all affected users immediately and buy time politely.

2. Check the logs in Case Management.

   • Possible responses: Failed, Error, No More Rooms Available, Allocation Expired, Insufficient Funds, Low Credit Balance, etc.

3. If logs are unclear, check the supplier B2B portal.

4. If the booking is successful in the backend, update the status and inform the user.

5. If the booking has failed:

   • Share the canned response with the user.

   • Simultaneously check Travelclub rates for the same hotel.

   • If the user agrees to book at higher rates:

     • Change the booking status from Pending Confirmation to Failed.

     • Make a new booking using the Switch User account at the agreed price.

   • If the user does not agree to higher rates:

     • Try to match the price (with manager approval).

     • If not possible, provide alternative options.

6. If the user does not agree to any options, close the case.

7. Close the Freshdesk ticket once the case is resolved.

Scaniro 2 – Backend Booking Steps

1. Check backend rates for the same category of room.

2. Check if any discounts can be applied.

3. Take manager approval if required.

4. Book the room from the backend system and update the information in Travelclub.

5. Inform the Finance Team accordingly.

Internal users

• Check the logs from Case Management. 

          (Possible response : Failed,error, no more rooms available,allocation                     expired,Insufficient funds, low Credit balance etc.)  Go to the supplier b2b portal if logs are not clear.

• Call the user immediately and buy time if the booking is successful at the backend and update the same.

• Close the case by sharing the canned response and update the status to failed,if it’s failed.

• Close the FD ticket

Bookings under ‘Processing” Status

External users

• Click the “Refresh” tab to confirm the booking

• If the refresh tab is inactive even after 15 -20 minutes, Call all the users and buy time

• Go to the supplier b2b portal to know the status

• Update the status if the booking is successful at the backend and inform the user.

• If the booking is failed, check Travelclub rates to offer the same hotel with higher rates

• If agreed, change the status from Processing to failed

• Immediately make a new booking with the Switch user account as per the agreed price.

• If not agreed, match the price with an approval or provide alternative options

• Close the case,if customers do not agree on the options.

• Close the FD ticket

If a booking is found active in backend, Verify the listed

• Check with the reference number could retrieve any booking in Travelclub
• Check-in & Check-out dates should be same 
• Check the property name 
• Check the room type and board basis
• Check the amount on the supplier side is the same as on the Travelclub ( SUPPLIER AMOUNT / not the Selling or Final Selling Price )
• Verify the total number of passengers
• Check the lead guests' names 

SOP : Plz logout & login to Travelclub and close all Tabs when we are doing " Booking in behalf" flow and booking for customers

Internal  users

• Click the “Refresh” tab to confirm the booking - Can click it only three times 

• If the refresh tab is inactive even after 15 -20 minutes, Call all the users and buy time.

• Go to the supplier b2b portal to know the status

• Update the status if the booking is successful at the backend and inform the user.

• If the booking is failed, update the status in the booking summary.

• Simultaneously share the canned response and close the case.

• Close the FD ticket

Cancellation fee Waiver /Refund request / Partial refund

• Request Supplier / Hotel (copy  finance)

• Inform the user if the request is denied (in case the user has requested it)

• Close the ticket.

• If approved, edit the booking summary and inform the finance & user by email (if user has requested it)

• Email the user & finance - if booking summary edit is not possible (Eg : cancelled booking)

• Close the ticket when the acknowledgement from finance is received. 

Cancellation Requests / On-Hold Cancellations

• If a Cancellation request is received, use the Switch Profile (On Behalf of ) to switch to the user account and cancel from user's profile only 

• For On-Hold Bookings also, please switch to the user profile and cancel the booking

• DO NOT cancel any booking from Ops ID 

• If any issues are faced while trying to cancel the booking via Switch profile, validate and take screenshots of the error message and check with tech team
  If the resolution time is longer or any delay, attach error massage in Freshdesk and proceed from Ops ID if needed with approval
  

Special Requests

• Contact Supplier / Hotel to place the request with the hotel 

• Inform the user once the confirmation is received from the supplier / Hotel 

• Close the FD ticket

Supplier notifications

(on entrance fees , pre-check-in requirements etc)

• Inform the user 

• Close the ticket.

Flight bookings - SOP

On-Hold bookings

• Verify the TL at the backend and update the user if the original TL is earlier than in Travelclub. 

• Verify the on hold bookings after midnight to check whether it is auto cancelled.

• Follow up the user to confirm the booking as per the TL

• Close the ticket once the user confirms / cancels the reservation.

Issued ticket reverifications

• Verify the sectors, travel dates, arrival & departure timings, flight no, class, baggages, extra baggages added, pax names , ticket nos,meal, special request etc.

• Issue ticket from backend, if it is not issued and update the ticket number in the booking summary along with any missing details like passport etc.

• Inform the user and close the ticket

Flight Bookings: FRAUD

When receiving flight bookings, carefully review the emails in the bookings.
If you detect a suspicious email, follow these steps:

• Contact the agent to confirm whether they made any flight bookings.
  
  
• If they confirm no bookings were made, check the flight departure date, time, and ticket issuance time. Keep in mind that voiding can only be done within 24 hours of the ticket being issued.
  
  
• Check in the GDS, If you notice that the check-in status is 'C,' contact the airline and inform them that this may be a fraudulent booking.
  Request assistance from the airline team to change the ticket status to 'open.' Once the status is changed within the voidable time frame, the tickets can be voided
  
  If you identify a suspicious booking, please promptly update Midhun and the CST team.
  

Requests - Amendment, Cancellation , Reissue, Revalidation,Refund, partial refund,Special Requests(EMD) & Offline bookings

• Fulfil the request by oneself / with the help of resolver group (ASU) 

• Close the ticket once the request is fulfilled.

SOP for Handling Travelport-1G /Amadeus On-Hold Booking Failure During Ticket Issuance

1. Open the Correct PNR in Travelport

• Ensure you are working with the correct PNR.

2. Check Segment Status

• Verify that all segments are in HK (Holding Confirmed) status.
• Check for any missing segments.

3. Handle Missing Segments

• If any segments are missing, attempt to reinstate them.
• After reinstating, verify if the fare matches the Travelclub (TC).
  • If the fare is higher than expected, inform the user and obtain approval before issuing the ticket.

4. Rebooking and Fare Check

• If segments cannot be reinstated, book the next available class.
• Check the fare for the new booking and inform the user about any price changes.
• Act according to the user's instructions after informing them of the fare change.

5. Final Verification Before Issuing the Ticket

• Always review the segment history and fare.
• Do not issue the ticket if the fare is higher without obtaining approval from the user.

Transfer bookings - SOP

Failed transfer booking

• Check the logs to know the reason for the failed booking.

• - The country code for the mobile number will be automatically updated to the destination, it should be verified
  drop-down- The country code should match the mobile numbers of the issued nation ( If it is a UAE number, Code must be +971 - select from drop down options )
  
  

• Inform the user instantly not to repeat the same error.

• Verify in the back end if any booking are generated in the guest via Blacklane Chatbox

• Close the ticket  

Cancelled booking success at the backend

Cannot cancel transfer booking

Failed booking success at the backend

• Once the concern is received, follow up the Blacklane support on chat

• Ensure that cancelled booking is cancelled at the backend as well.

• Close the ticket

                                                                   Escalations - Emails - SOP

While replying to Travelclub escalation emails of any external client ; we need to add Midhun , sales@travelclub.ae & Suresh email in- CC 

Please make sure to create a ticket and update the group as travel club supervisor and tag Escalation and its urgent priority

Queries on Markup -SOP

Let us keep 5% for all the booking values until 550 AED or equivalent currency. After 500 AED please check with Suresh. Let us monitor it and then make the changes Accordingly. 550 AED or Equvalent to 150 USD will do a offline markup of 5% from now on.

Any Travel Agency / Franchise- Please reply to contact  our Sales Head Mr. Suresh Unny

                                                                               Club-rewards 

Kindly note that all rewards requests will be handled Mr. Suresh, You need to send an email  - Our Sales team has been informed, and they will be in touch with you shortly. 

Travel Club Profile

 For any bookings we are doing for customer through Travelclub profile, please select “Club Credit” only as settlement option.

                                                                     TrustPliot

                               https://www.trustpilot.com/review/travelclub.ae 

             We should seize every opportunity to gather reviews from our clients. 

                  Customer Delight is the key to receiving positive- reviews 

Travelclub User concerns

Technical issues 

• Investigate and narrow down the issue

• Switch user account in incognito mode to investigate and replicate the issue.

• Create a Jira if an issue us detected

• If no issue , check whether it is a browser / cache issue and troubleshoot further

• Once resolved close the ticket

Icons not available, cannot navigate - Browser issues

• Investigate and narrow down the issue

• Switch user account in incognito mode to investigate and replicate the issue.

• Create a Jira if an issue us detected

• If no issue , troubleshoot further with the permission of the user - (Steps 1) deleting cache & cookies 2) enabling Javascript 3) Re-installing browser)

• Once resolved close the ticket

Hotel not available in TravelClub / Mapping request 

• Investigate the concern

• Check whether it is a new property or recently name changed.

• Verify it in IMS tool

• Change the name in IMS if it’s just a name change

• Verify it with tech team 

• Update the list of hotels which are not available in Travelclub to share it to Vervotech.

• Close the FD ticket