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