ON HOLD BOOKING SOP

1. HCN & Reverification

• For On Hold Bookings, the HCN obtaining process and Reverification process will remain the same as HBQ.

2. Customer Communication

• Call & Email Reminder:

  • Send 1 call and 1 email to the user one day before the time limit (TL).

• On the TL day:

  • Call the user once during business hours.

  • Make an additional follow-up call 1 hour before the cancellation time.

3. Extension Request Handling

• If the agent requests more time:

  • Ensure to follow up with the user before canceling the booking.

4. Escalation & Ticket Creation

• If no response or update from the user:

  • Inform Nabeel before taking action.

  • Create a ticket with proper update.

5. Cancellation Protocol

• Cancel the booking as per the TL after verifying both the CPs.

• Proceed with cancellation even if no user update.

6. Time Limit Discrepancy

• If you notice any discrepancy between Travelclub TL and backend TL,

  • Inform the agents well in advance to avoid conflicts.