Minutes of the meeting

Please find below the main points that we discussed on  06-01-2026

1.Everyone should arrive 5 minutes before their shift starts and please log in/out in the system, not on the phone.

2..Use the company-provided headphones during shift time.

3.There will be an adjustment in the shift time this month and the coming month. Please be prepared for it.

4.Follow up on tickets and bookings. If there are any emergency tickets, please set a priority tag and take appropriate action.

5.If external and internal agents face any technical issues, please forward them to the tech team and resolve them as soon as    possible (if it is an emergency). If you are not receiving proper guidelines from them, please contact Sawan directly.

6.Collect as much information as possible from the user, take a screenshot if possible, and advise them to clear all caches  and  cookies. Make a note of it.

7.Please acknowledge all emails and WhatsApp chat messages, and ensure your Gmail is open.

29. 08 . 2025

1. **Booking Cancellations (DOTW):**

* If a user cancels bookings in Travel Club (TC) that were made through DOTW, please check the backend to ensure all rooms are canceled, especially if more than two rooms were initially booked.

* If any room remains active, please inform DOTW immediately and take the necessary action.

2. **Cancellation Report:**

* Always verify cancellations using the cancellation report.

3. **Cancelled Bookings & Freshdesk Case IDs:**

* Once a booking is canceled, a case ID will be generated in Freshdesk.

* Please open the cancelled booking case, ensure all details are in order, close the case ID in Travel Club, and assign it to helpdesk@travelclub.ae.

* If a penalty charge is applied, coordinate with both the hotel and supplier, regardless of whether the user has requested this.

4. **TBO Backend Feature:**

* TBO has introduced a new backend feature for handling special requests and amendments.

* Once submitted, you will receive a ticket number for tracking.

5. **Ticket Follow-Up:**

* Ensure timely follow-up and resolution of all tickets.

6. **On-Hold Bookings:**

* Verify on-hold bookings in both the TC and supplier portals.

* Morning shift agents are responsible for updating the status in Slack.

* All agents must update any pending on-hold bookings before logging out.

7. **Break Time Updates:**

* Always update your break time in Slack.

8. **Tracking Extra Charges:**

* For any extra charges (e.g., breakfast, amendments), once payment is completed, the agent handling the request must update the ATS card bookings accordingly.

9. **Urgent Tickets:**

* Cases like "Booking Not Found, "Guaranteed Special Requests", or HVB" should be marked as high priority.

10. **New Joiners:**

* New joiners should clear any doubts with Team Leader or other team members.

11. **On-Hold Bookings Follow-Up:**

* When emailing users about on-hold bookings, please also follow up with a phone call to confirm the status.

* If the user confirms the status, close the ticket.

* If the user has not taken any action and the deadline is approaching, cancel the booking 15 minutes before the cutoff time.

12. **Screen Time:**

* Please minimize smartphone usage during working hours to maintain productivity and focus.

13. **Offline Booking Quotes:**

* Recheck calculations before quoting, including for low-rate/HVB bookings.

14. **Special Requests:**

* Email both hotel and supplier for amendments, refunds, etc.

* Proceed based on the first response received.

15. **Leave Policy:**

* Leave is not permitted this month due to business needs, except for emergencies.

16. **WhatsApp Chats:**

* Always mention your name when responding in WhatsApp chats.

17. **Issues in Travel Club (TC):**

* Report any issues to the Tech Team and raise them in the bug tracker.

* Additionally, create an L2 ticket in Freshdesk.

* If the user reports an issue via email, please change the status to L2.

Please find below the main points that we discussed on  16. 12 . 2024

1.Everyone should arrive 5 minutes before their shift starts and please log in/out in the system, not on the phone.

2..Use the company-provided headphones during shift time.

3.There will be an adjustment in the shift time this month and the coming month. Please be prepared for it.

4.Follow up on tickets and bookings. If there are any emergency tickets, please set a priority tag and take appropriate action.

5.If external and internal agents face any technical issues, please forward them to the tech team and resolve them as soon as    possible (if it is an emergency). If you are not receiving proper guidelines from them, please contact Sawan directly.

6.Collect as much information as possible from the user, take a screenshot if possible, and advise them to clear all caches  and  cookies. Make a note of it.

7.Please acknowledge all emails and WhatsApp chat messages, and ensure your Gmail is open.

8.If any user faces a password issue, approach Midhun and prioritize it. Also, take necessary action.

9.For breakfast additions, refund requests, date amendments, name amendments, etc., send emails to the supplier and the hotel. Don't wait for the supplier's response. Also, set a priority tag.

10.If users send tickets to us, handle them and update the user accordingly.

11.If anyone puts follow-ups in Slack, please ensure that whoever comes to the shift first follows up on it. The next day, check the responses of those who put the follow-ups in Slack.

12.Booking verification should be done for at least 25 bookings. Also, clear all bookings for the weekends and Mondays on Fridays.

13.Follow up with HCN for bookings. If a high-value booking comes and HCN is pending, please take action on that.

14.Please create an L2 ticket on the front desk for technical issues. Also, make a note. If any L2 support mail is seen in the front desk, change it and put it in the proper group.

15.Increase your productivity.

16.When sending emails, ensure proper formatting and font usage.

Minutes of the meeting  05 Oct 2023 

1. Clear Ops alerts and respond to any unanswered webBeds emails appropriately.
2. Utilize the Travelclub supervisor group for all escalations with a priority set to urgent.
3. Note that granting leave for two people during the same shift is not possible, and emergency leaves are not considered as combo time-off.
4. Acknowledge all messages in groups on Slack and WhatsApp.
5. Update office break times in the Slack CST group.
6. Ensure that card payments are accurately recorded and forwarded to the finance team via FD ticket.
7. In cases of in-date amendments, update the club rewards according to the final price after deductions.
8. Assign finance-related tickets to the "BST Finance" group.
9. Assign sales-related tickets to the "Travelclub Sales" group.

 Minutes of the meeting  20 sep 2023 

Please be noted below mentioned main points that we discussed today:-

* For leaves agent should be informed 5 days prior 

* For shift swapping should be informed prior 1 day 

Minutes of the meeting(17/11/2022)

1) Report refurnishing, 

          includes, # total number of case received(FD tickets)

                          # Booking case ID's

                          # Request handled

  2) Transfers (Need to verify the failed bookings)    

  3)  Discussed about  cancelled invoice on Carina - tkt 2192/ asked to add notes

  4) Discussed on pending confirmation - asked to contact the user initially 

  5) Refund of Mr Mohd fahim ATS120440

Minutes of the meeting(05/12/2022)

1) Discussed Ratehawk issue and informed that all the escalated issues should be transferred to Joffin and he will handle it.

2) Information which is needed to pass out to the user when the hotel booking is not confirmed "Reservations are connected with hotel systems but hotel rooms was unavailable and it was stop sale". This was a system error which is actually error from Hotel system.

3) Regarding Ratehawk, if HCN is not received before 23hrs of check-in we will send a disclaimer to the provider stating that we are going to book a new hotel and bill will be sent to the supplier.

4) Associate briefing during meeting must include a) How many tickets working on(verified, HCN closed). b) Difficulty in closing tickets C)New issues if any. d) pain areas.

5) Regarding Freshdesk while opening a ticket change priority accordingly, name it or tag it or give labels and if one or more people worked then label it with their names.

6) Also inform or notify details to Joffin if its an urgency by phone, by chat or by mails.

Minutes of the meeting(09/12/2022)

1) Discussed about Hold booking.

2) Discussed about GBH Holidays complaint.

3) All air tickets should be prioritized.

4) For TBO tickets, create a new ticket and attach it with all the related tickets.

Minutes of the meeting(13/12/2022)

1) Grouping of tickets:- The tickets should be properly grouped with the available tags from the supplier and also from with the internal users(Such as asu etc)

2) We will be providing approval to work on LCC carriers such as amendments, date changes, refunds for both Air Arabia & Air India Express.

3) Comp-off's cannot be provided as per employee's request.

4) If an extra leave is taken with the weekend off, the employee should produce a medical certificate.

Minutes of the meeting(19/12/2022)

1)  Three bullet points from Expedia

➜ Support agents will not wait on hold while partners check alternative accommodation options. Your agents will need to do this offline and then call or email relocations back.

➜ If a check-in date falls in 2023 this will be handled after the holiday period, to help prioritize urgent support requests.

➜ Partners should only call if a relocation case is urgent (as a guideline, urgent is a booking with a check-in within the next 72 hours.)

2) Please do complete the Hotel reverification before the holiday starts.

3) Please take ownership of all the tickets created in the freshdesk even if it pending confirmation / password generation mails / advertisements(Label it and close it)

4) For pending confirmation, failed bookings please switch user and hold the next available booking out of the cancellation period and update the user which should be refundable.

Minutes of the meeting(20/12/2022)

1) Please be informed that for pending hotel confirmation or failed hotel booking, initiate  switch user and check for the best available price and inform them regarding the same. If they want to confirm the booking proceed and do it in their portal.

2) For offline air ticket and hotel bookings, inform the external user that they have to transfer the amount to our BST(Blue 7 technologies) account and if the user neglect to transfer the amount then proceed with a disclaimer in the mail stating that an extra of 2.5 - 3% will be charged additional from the total selling price in order to avoid loss in our business as we are providing nett price for the users.

Minutes of the meeting(22/12/2022)

1) Switch off Avaya in mobile while working.

2) Please inform the users's that an extra amount of 3% will be charged in credit cards while honouring offline bookings.

3) Discussed Nicey travels technical issue.

4) Clarity on mark-up & mode of payment to be given to user.

5) No offline booking should be honoured without further approval.

6) Any technical enquiry need to be closed as soon as possible.

7) Don't share login credentials with anyone.

8) Label and prioritize TBO tickets.

Minutes of the meeting(23/12/2022)

1) All issues which are reported by our customers , once fixed , we need to “Resolve” the tickets.. not close.  We can use the close status for supplier or internal tickets.

2) Add notes in the mails to get a clear picture regarding the incidents that happened.

3) Discussed about mark-up and extra earnings.

4) Discussed about the on-hold booking of Mia Travels and Oasis which should be intimated to the users when close to cancellation deadlines.

Minutes of the meeting(28/12/2022)

1) Any issues related to operational activities kindly follow the below steps,

 A) Acknowledge it

 B) Validate it

 C) Create Jira

If the incident is not clear and cannot handle by us please escalate it to Mr Joffin.

2) If Mr Joffin is not available at non-shift hours kindly contact him in mobile phone.

3) Any urgent matter please notify via call to Mr Joffin.

4) Anything which is purely technical and business related reply diplomatically to the user's and inform Mr Joffin about the same.

5) All airline PNR's  should be verified within  15 mins of booking.

6) Acknowledge the minutes of the meeting everyday. 

Minutes of the meeting(29/12/2022)

1) Any issues apart from normal operational issues(ex: technical issues) kindly follow the below steps,

 A) Acknowledge it

 B) Validate it

 C) Create Jira

If the incident is not clear and cannot handle by us please escalate it to Mr Joffin

Minutes of the meeting(02/01/2023)

1) Please loop Mr Joffin while doing escalations.

2) We should not approach tech team in the initial stage, in between of an incident(case). It should be in proper channel.

3) Checklist for Airline verification will be initiated soon.

Minutes of the meeting(03/01/2023)

1) When you receive a buffer for refund kindly consult with Mr Joffin.

Minutes of the meeting(04/01/2023)

A)Technical troubleshooting steps

1) Gather Information

2)Validate it

3)Ask to delete cookies and caches

4)Enable Javascript in browser

5)Ask the user to change the browser from edge to chrome

6)seek permission to access their system

B) Follow-up any request relating to travel(offline request)

C) Offline tracker request has to be maintained.

Minutes of the meeting(05/01/2023)

1)Kindly note that there are some Hotel booking even if not in the cancellation period don't have the on-hold feature request. This should be fulfilled offline.

2)Update the tracker for offline booking from 01Jan2023.

Minutes of the meeting(13/01/2023)

1) Kindly be informed that the tour packages with travel dates after 2 - 3weeks from the received date the quotation should be achieved with-in 24hrs.

2) Kindly be informed that the tour packages with travel dates with-in 2 - 3weeks from the received date the quotation should be achieved before the end of the day.

3) Clubcredit facility has been introduced and implemented for Fujairah Holidays, Arabian Travels, Europe Travels.

4) Flight on-hold booking facility has been introduced and added to TC which should be maintained and dealt like same as Hotel on-hold booking.

Minutes of the meeting(21/02/2023)

1) Calls have to be handled properly and must follow the call structure etiquette.

2) Whenever a person creates Jira he needs to inform it in CST group and he should discuss it in meeting (Structure of the issue).

3) KYC(Know your customer), Must give immense support to our credit customers(Arabian / Fujairah / Europe)

4)Daily report is mandatory.

Minutes of the meeting(22/02/2023)

1) Kindly note that CSAT in group not counted individually.

2) DSAT will adversely affect all the three people who handled the ticket.

3) Always follow Email etiquettes.

4) Notes are mandatory to add in the ticket or mail.

5) Close tickets accordingly.

6) Report the issues and concerns in the team meeting before the escalations.