Global Customer Operations

Global

Customer

Operations

A2A Program Summary

•

The A2A Program provides our affiliates’ agents a higher

than average speed of answer

•

Calls will route to a team of EAN Support Specialists

specifically skilled and trained to assist with complex

support situations

A2A Program

A2A Program: Focus on key languages

1,500

worldwide

23

supported

Support

24/7/365*

How can we help?

Affiliate Agent

EAN A2A Agent Customer

Affiliate Agents can use self service tools to:

Look up and view itinerary Cancel itinerary

Send/resend itinerary confirmation Cancel/Rebook* itinerary

*If a penalty waiver is not needed

EAN Specialist Teams can help with:

Pre-travel and on-site urgent issues*

*If a penalty waiver is needed.

Post-travel complaints Non-urgent issues or normal

enquiries

Assisting with customer relocations

Pre-travel and on-site urgent issues

Call the EAN A2A agents to:

•

Resolve missing bookings or other issues the

customer encounters when they arrive to the hotel

•

Negotiate penalty waivers for bookings that require a

cancellation or change due to several circumstances

Our agents will contact the hotel to resolve the situation

or relocate the customer as required.

For penalty waivers, remember that hotel’s have the final

say.

Non-urgent issues or normal

enquiries

Call the EAN A2A agents to:

•

Check on hotel amenities (not specified on the

website) or add special requests to the booking

•

Check on post-travel complaints

Our agents will contact the hotel to check any

information that is not clear for your customer or

investigate any complaints.

What is relocation ?

RELOCATION is used by EAN A2A to:

Discover that the guest cannot be accommodated with the original

booking

Notify and partner with the affiliate/guest to find alternative

options Create the new booking for the

Some facts on Relocation

•

Relocations can happen for many reasons, not just

overbooking situations

•

For 50% of relocations, we are notified more than 72

hours in advance of the guest’s arrival

•

For most relocations, we are notified by the supplier or

the market manager; if we hear first from the customer

it is a missed opportunity

• If customer does not approve any option, Reservation Services can provide a refund for original booking.

• If affiliate decides to create a new booking themselves it will be at the affiliate’s expense (opt-out process)., Expedia will cancel and refund the original booking,

Standard A2A Relocations process for EC

Before check-in date

1. Reservation Services identifies the booking 2. Reservation Services offers affiliate an equivalent alternative 3. Affiliate contacts customer for approval 4. Reservation Services handles the change

How to Opt-Out Before Check-In

• In all cases, the affiliate can decide to find a new property for the customer without the involvement of Reservation Services. That is known as opting-out.

• Affiliates that opt-out cannot claim a refund for the new booking costs. If they want Expedia to take care of the new costs, they must follow the standard process.

• Affiliates must not cancel the original booking themselves.

Affiliates must contact back RS to make sure they cancel and refund the booking.

• A good tip for affiliates: if they are going to opt-out, wait until the new booking is made before cancelling through RS. That way, if they

Standard A2A Relocations process for EC

On day of check-in (started by the affiliate)

1. Affiliate calls EAN

2. EAN contacts the hotel and tries to resolve 3. EAN agent transfers affiliate to RS team 4. RS offers affiliate equivalent alternatives 5. Affiliate contacts customer for approval 6. RS handles the change

• Affiliate needs to inform A2A line so we can investigate alternatives to the relocation (for example, room upgrades)

How to Opt- Out on Check-In when affiliate

finds out first

• In all cases, the affiliate must contact the A2A line before finding a new property for the customer. Why?:

• The A2A line will make sure that a relocation is the only possible option • A2A agents will transfer the affiliate to Reservation Services

• Once the affiliate is transferred to Reservation Services, the affiliate can communicate what they want to do

• Affiliates must not cancel the original booking themselves. Affiliates must contact back RS to make sure they cancel and refund the booking.

• A good tip for affiliates: if they are going to opt-out, wait until the new

booking is made before cancelling through RS. That way, if they struggle finding an alternative, RS could still help them.

Out of process

What is an Out Of Process relocation?

Fails to inform EAN that a relocation takes place

Cancels original booking without EAN’s involvement

The Affiliate…

Out of process relocations

consequences

All relocations need to follow the previous processes of contact and

authorisation prior to relocation - otherwise additional costs may be at the affiliate's expense Customer frustration Unhappy customers Delayed resolution Property confusion Unnecessary costs

Post-travel complaints English

1: Call EAN or email the call

centre

2. EAN works with the hotel to investigate

the issue

3. If not possible to resolve, email the

Escalations team

4. Escalations will send an email with

the outcome

Unresolved issues* are those where the call centre is not able to provide a final answer (e.g. unable to contact hotel after several

attempts)

Escalations

•

Only follow the Escalations path if you have

already reached out to your first point of contact*

and a final decision has been given

•

If an escalation is validated, the Escalations team

will review the final decision to ensure it complies

with the process and revise it if needed

•

The team will review your queries and will

communicate any changes to the outcome

APAC Tier 3 Escalations

2. Ask the call centre to escalate to Tier 3 3. Tier 3 prioritizes based on time to check-in 4. Tier 3 researches the situation and answers the call centre

5. The call centre contacts you with the final

resolution

If you prefer, you can email Tier 3 directly. You will need to use a specific template to escalate to Tier 3 directly.

1. Call or email the EAN call

centre

Need to escalate?

Emailing APAC Tier 3 Escalations

Tier 3 uses a template in order to understand the situation as quickly

as possible.

Copy and paste the template on your email

body (do not attach it). Your agents can find this template in here