April 2018 - Customer Service Training Manual - WORKING - Google Docs

 

here. If it’s a case where you just need approval or advice, they will assign the case back to 
you in Freshdesk along with a note containing their answer. 
 

 
  

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11.0 APPENDIX  

11.1 3PB Portal CXL 

 
The 3PB team handles the cancellation requests of the following suppliers in Portal: 
 

● Disneyland Paris 
● Encore Tickets LTD 
● GetYourGuide Tours & Tickets GmbH 
● San Diego Zoo and San Diego Safari Park 
● Strömma Turism & Sjöfart AB 
● Visit OSLO 
 
 

 

  

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11.2 Categories and Levels for Freshdesk   

 

1. [PRE booking] Activity Information 

1.1. Availability/Date/Duration 

1.1.1. When is the activity available? 

1.1.2. When does the activity start/end? 

1.1.3. How long will the activity last? 

1.1.4. How long is my ticket/card valid? 

1.1.5. Can I use my ticket on another day, or am I required to use it on the date for
which I booked? 

1.1.6. Other 

1.2. Meeting point 

1.2.1. Where is the MP or pick-up/drop off? 

1.2.2. Can I be picked up at a certain location (my hotel, cruise port, etc.)? 

1.2.3. How do I get to the MP/Where can I park? 

1.2.4. How will I recognize the guide/driver? 

1.2.5. Other 

1.3. Description/Inclusions/Exclusions 

1.3.1. What is included/excluded in this activity? 

1.3.2. Itinerary details (schedule, route, HoHo maps, etc.) 

1.3.3. Is there a live guide or audio guide? 

1.3.4. Are there any age restrictions? 

1.3.5. Are there height/weight/skill requirements? 

1.3.6. Are pets allowed on this tour? 

1.3.7. Can I take/store my luggage? 

1.3.8. Accessibility question (wheelchair, stroller, hearing-impaired, etc.) 

1.3.9. Is this a private/public tour? 

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1.3.10. How big is the group? 
1.3.11. Other 
1.4. Pricing 
1.4.1. How much does this tour cost? 
1.4.2. Are there any special rates (student, seniors, children, etc.)? 
1.4.3. Do you offer any discounts (for multiple bookings, for groups, etc.)? 
1.4.4. Do children (under a certain age) enter for free?  
1.4.5. Why is the price higher when I try to book (scaled price, special offer on  
website, etc.)? 
1.4.6. Can I apply card/pass discount to book my activity? 
1.4.7. Other 
1.5. Custom requests 
1.5.1. Can this activity be offered at a different date/time? 
1.5.2. Can this activity be offered in a different language? 
1.5.3. Can I book for a larger group? 
1.5.4. Can I book this as a private tour? 
1.5.5. Can I customize the tour itinerary? 
1.5.6. Can I book for one person (minimum number of pax set up)? 
1.5.7. Other 
1.6. Recommendations/Advice 
1.6.1. Can you recommend activities in the location I will visit? 
1.6.2. What are the differences between these activities? 
1.6.3. Can you give me information about the location where I will travel (maps, 
brochures, etc.)? 
1.6.4. Other 
1.7. Other 
 

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2. [PRE booking] Booking Process 

2.1. Booking assistance 
2.1.1. How do I make a booking? 
2.1.2. Can I book locally/on site? 
2.1.3. Can I book over the phone? 
2.1.4. Can I reserve a tour now and pay later? 
2.1.5. What currency can I pay with/how can I change it? 
2.1.6. What payment methods do you accept? 
2.1.7. How can I use my promotional code (booking.com, airlines, etc.)? 
2.1.8. Where can I provide my flight/accommodation details? 
2.1.9. Other 

2.2. Booking confirmation related 
2.2.1. How do I get/receive my tickets? 
2.2.2. Do I have to print or are mobile vouchers accepted? 
2.2.3. Other 

2.3. Issues while booking 
2.3.1. I can't add the tour to my cart 
2.3.2. I am having trouble completing my payment 
2.3.3. I am not sure my booking went through 
2.3.4. Other 

2.4. Other 
 
3. [POST booking] Existing Booking 

3.1. Voucher/Ticket not received 
3.1.1. Booking still unconfirmed 
3.1.2. Booking confirmed, customer cannot find voucher/ticket 

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3.1.3. Booking confirmed, customer's email address was wrong 
3.1.4. Booking confirmed, supplier has not sent supplier ticket 
3.1.5. Other 
3.2. Voucher/Ticket question 
3.2.1. I cannot access my voucher/ticket 
3.2.2. Do I have to print or are mobile vouchers accepted? 
3.2.3. Other 
3.3. Meeting point 
3.3.1. I want to schedule my pick-up 
3.3.2. I have a question about my pick-up (already scheduled) 
3.3.3. I have a question about the meeting point (map, directions, guide, etc.) 
3.3.4. I received an email that the meeting point changed and need clarification 
3.3.5. Other 
3.4. Description/Inclusions/Exclusions 
3.4.1. What is included/excluded in this activity? 
3.4.2. Itinerary details (schedule, route, HoHo maps, etc.) 
3.4.3. Is there a live guide or audio guide? 
3.4.4. Are pets allowed on this tour? 
3.4.5. Can I take/store my luggage? 
3.4.6. Accessibility question (wheelchair, stroller, hearing-impaired, etc.) 
3.4.7. Other 
3.5. Further requests 
3.5.1. I want to reconfirm my booking/some booking arrangements 
3.5.2. Special requests (birthday, proposal, menu, seat, etc.) 
3.5.3. Other 
3.6. Supplier related questions 
3.6.1. I need information about the supplier (name, contact details, etc.) 

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3.6.2. I need to contact the supplier post-tour (left jacket on bus, etc.) 
3.6.3. Other 
3.7. Reviews 
3.7.1. How do I leave a review? 
3.7.2. Can I modify/delete my review? 
3.7.3. Why is my review not online? 
3.7.4. Other 
3.8. Other 
 
4. [POST booking] Booking Modification 
4.1. Reschedule request (date/time) 
4.2. Option/Language/Pax  
4.2.1. Tour option 
4.2.2. Language (in checkout) 
4.2.3. Add/remove pax 
4.2.4. Change type of pax 
4.2.5. Other 
4.3. Customer information 
4.3.1. Customer/lead traveler details (name, email address, etc.) 
4.3.2. Accommodation or flight details 
4.3.3. Traveler information (age, weight, passport info, etc.) 
4.3.4. Other 
4.4. Customer was contacted by supplier with a modification request 
4.5 Question about reschedule self-service feature 
4.5.1. How do I use the reschedule self-service feature? 
4.5.2. Why is it not possible to reschedule my booking? 
4.5.3. Can you confirm that my booking is rescheduled? 

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4.5.4. Other 
4.6. Other 
 
5. Cancelation  
5.1. Cancelation information 

5.1.1. What is the cancelation policy? 
5.1.2. Why was my booking canceled? 
5.1.3. Other 
5.2. Cancelation request 
5.2.1. Confirmation is taking too long  
5.2.2. I am unable to print my voucher/ticket 
5.2.3. I changed my mind (canceled whole trip, change of plans, etc.) 
5.2.4. I have/had an emergency (sickness, canceled or delayed transportation, etc.) 
5.2.5. I made a mistake (booked wrong option, wrong date, double booking, etc.) 
5.2.6. Force Majeure (severe weather, attraction on strike, etc.) 
5.2.7. I was late to the meeting point 
5.2.8. I could not find the meeting point/guide or went to the wrong meeting point 
5.2.9. I don't recognize the booking/Fraud 
5.2.10. I was charged twice (no double booking) 
5.2.11. Reason not specified by customer 
5.2.12. Other 
5.3. Customer was contacted by supplier with a cancelation request 
5.4. Question about cancelation self-service feature 
5.4.1. How do I use the cancelation self-service feature? 
5.4.2. Why is it not possible to cancel my booking? 
5.4.3. Can you confirm that my booking is canceled? 
5.4.4. Can you reactivate my booking? 

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5.4.5. Other 
5.5. Other 
6. Complaint 
6.1. Booking 

6.1.1. I never received my voucher/ticket 
6.1.2. My booking was canceled last minute 
6.1.3. My voucher was not accepted by the supplier 
6.1.4. Wrong booking information provided (meeting point, time, etc.) 
6.1.5. Other 
6.2. Activity 
6.2.1. Booked language was not available/offered 
6.2.2. Parts of the activity were not accessible/left out 
6.2.3. Accessibility problem (not wheelchair accessible, etc.) 
6.2.4. Skip the line issue 
6.2.5. Duration not as advertised 
6.2.6. Guide was not good 
6.2.7. I received bad treatment 
6.2.8. Other 
6.3. Meeting point 
6.3.1. Guide was late/did not show up 
6.3.2. I was not picked up as agreed with the supplier 
6.3.3. Other 
6.4. Price 
6.4.1. Best Price Guarantee (customer found the same product for a better price) 
6.4.2. Booking fee 
6.4.3. I paid for items I thought were included 
6.4.4. Ticket to attraction or part of the activity were free 

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6.4.5. Other 
6.5. Other 
 
7. Finance Support 
7.1. Bank/Conversion fees 
7.2. I have not received my refund yet  
7.3. Invoice request 
7.4. Other 
 
8. Gift Certificate  
8.1. How do I purchase a gift certificate? 
8.2. How do I redeem a gift certificate?  
8.3. Why can't I redeem my gift certificate? 
8.4. I want to extend my gift certificate 
8.5. I want to cancel my gift certificate 
8.6. Other 
9. Account/App  
9.1. How do I create a GYG account/verify email address? 
9.2. I am having trouble signing into my account 
9.3. I want to amend/delete my account 
9.4. How do I download/use the app? 
9.5. I cannot see my booking in the account/app 
9.6. Other 
 
10. Miscellaneous 
10.1. Non GYG related 

10.1.1. Accommodation/Flight/Visa requests 

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10.1.2. Contact intended for another company 
10.1.3. Other 
10.2. Unsubscribe from newsletter/marketing emails 
10.3. Request for different department (HR, Marketing, etc.) 
10.4. Contact initiated by GYG (unconfirmed booking, emergency protocol, etc.) 
10.5. Spam 
10.6. Other 
 
11. 3PB  
11.1. 3PB Ticket sent 
11.2. 3PB Contact from supplier 
11.2.1. Ticket received 
11.2.2. Reichstag 
11.2.3. Other 
11.3. 3PB Contact to supplier 
11.3.1. Booking amendment (name,date,pax,etc.) 
11.3.2. Booking refund 
11.3.3. Other 
11.4. 3PB cancelation/reschedule 
11.4.1. Lack of information 
11.4.2. Lack of availability 
11.4.3. Other 
11.5. 3PB Other 
 
12. Supplier 
12.1. Booking related  
12.1. Booking/pick-up confirmation 

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12.2. Request for booking/customer details (age, weight, hotel, flight times, etc.) 
12.3. Possible double booking 
12.4. Other 
12.2. Modification request 
12.2.1. Reschedule request (date/time) 
12.2.2. Tour option  
12.2.3. Meeting point/pick-up 
12.2.4. Customer contacted supplier with a modification request 
12.2.5. Other 
12.3. Cancelation request 
12.3.1. Cancelation initiated by supplier 
12.3.2. Customer contacted supplier to cancel 
12.4. Refund/Complaint 
12.4.1. Partial refund initiated by supplier  
12.4.2. Supplier informs us about customer no-show 
12.4.3. Supplier informs us about problem with customer 
12.5. Reviews 
12.5.1. How to reply to the customer's review 
12.5.2. Review removal request 
12.6. Other 
 
13. Partner 
13.1. Account question 
13.1.1. How do I register as an Affiliate Partner? 
13.1.2. How do I log in to my account? 
13.1.3. How do I reset my password? 
13.1.4. How do I make bookings? 

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13.1.5. Where can I see my bookings?  
13.1.6. How do I edit my account settings? 
13.1.7. Activation process 
13.1.8. Other 
13.2. Payment question 
13.2.1. General commission question 
13.2.2. I didn’t receive my commission 
13.2.3. Add commission to an existing booking 
13.2.4. Accounting receipt (commission) 
13.2.5. Proof of payment 
13.2.6. Expedientenrabatt/partner discount 
13.2.7. Other 
13.3. Technical question 
13.3.1. Tracking 
13.3.2. Co-branding 
13.3.3. Deep link 
13.3.4. Widget 
13.3.5. WordPress Plugin 
13.3.6. API request 
13.3.7. API question 
13.3.8. Other 
13.4. TUI 
13.4.1. General booking request 
13.4.2. Cancelation/reschedule request 
13.4.3. Complaint/refund request 
13.4.4. Partnership 
13.4.5. Other 

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13.5. FTI  
13.5.1. General booking request 
13.5.2. Cancelation/reschedule request 
13.5.3. Complaint/refund request 
13.5.4. Partnership 
13.5.5. Other 

13.6 Other 
 
14. I am reporting a misconfiguration with this product 
14.1. Meeting point 
14.2. Tour description 
14.3. Pricing 
14.4. Availability 
14.5. Supplier refuses to issue invoice 
14.6. Cancelation policy 
14.7. Phone number 
14.8 Other 
15. Internal Request 
15.1 Booking/Tour related 
15.2. Coupon/Discount 
 
16. Team leads/WFM 
16.1. Team leads  
16.2. WFM 
 

 
  

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11.3 Master Templates for Desk   

 

Quickcode  Explanation 

3PB ALHAMBRA  Confirmation email for Alhambra 
CONFIRMATION 

3PB BRAVO PO  Sends purchase order to Bravo tickets for final confirmation 

3PB BROADWAY  Confirmation email for Broadway Inbound 
CONFIRMATION 

3PB BURJ PENDING  When we explain to the customer why it takes longer (than 48) 
to receive the confirmation. 

3PB CIRQUE  Cirque du Soleil confirmation for the customer 

3PB CONFIRMATION  General email for 3PB - Confirms the booking and sends the 
tickets as an attachment 

3PB MORE INFO  General email for 3PB - Asks for more information in order for 
the booking to get confirmed 

3PB PENDING  General email for 3PB - Explains why the booking is still pending 

3PB REICHSTAG PENDING  When we explain to the customer why it takes longer (than 48) 
to receive the confirmation. 

3PB SAGRADA  Rescheduling email for our Sagrada Familia 3PB product 
RESCHEDULE 

3PB STATUE REQ  Statue of Liberty confirmation request for the supplier 

3PB TRAINLINE FTI TUI  Confirmation email for TUI/FTI about Trainline bookings 
CONF 

3PB TRAVELCARD CONF  Trainline bookings confirmation for the customer 

CG CUSTOMER LATE  When a customer is late for an activity. 

CG CXL EXCEPTION  When we make an exception / Good Will gesture for a tour that 
cannot be cancelled due to the cancellation policy 

CG FOLLOW UP  Follow up for a customer complaint. Explains that we will 
contact the supplier in order to ask for a refund. 

CG GOODWILL INTRO 1  General introduction to a Goodwill case 

CG GOODWILL INTRO 2  Variation of a general introduction to a Goodwill case 

CG GOODWILL REFUND  When a Goodwill refund was granted. 

CG GUIDE LATE  When a guide was late for an activity. 

CG HOSPITAL ACCIDENT  When a customer contact us asking to cancel a booking that 

DEATH  cannot be cancelled due to an accident or illness. 

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CG MEETING POINT  When a customer could not find the meeting point and we want 
to push back. 

CG MISSED GUIDE  When a customer couldn't find the tour guide at the meeting 
point and we want to push back 

CG MULTIPLE LANGUAGES  When a customer complains the tour was held in different 
languages at the same time. 

CG NO REFUND  Closing for a NO REFUND case. 

CG NO REPEAT REFUND  Refusal of Goodwill refund since refund was already granted in 
the past 

CG NO TICKETS  When the customer states they have not receive our voucher / 
tickets 

CG REFUND EXCEPTION  When we decide to refund the customer after pushing back the 
first time. 

CG VOUCHER  When the customer complains the GYG voucher was not 
accepted. 

CG REF REQ COMPLAINT  Ask a refund to the supplier for a complaint. 

CG REFUND SUPP CXL  Ask a refund to the supplier for a cancelled activity. 

CG SUPPLIER REFUND  When a supplier agrees to the refund. 

CG WORD AGAINST WORD  When we approve a word-against-word refund as a Goodwill 
gesture for the customer. 

CXL ALT DATE REQ  When a supplier cancels a booking for lack of availability but 
doesn't give an alternative. 

CXL CXL CONF  When we need to send a cancellation confirmation to the 
customer. 

CXL MOULIN ROUGE  Explains that the time is not available for Moulin Rouge and 
they can be rebooked to SHOW ONLY 

CXL NEW GC BOOKING  Explains to the customer how to make a new booking with a gift 
certificate code 

CXL POLICY  Explains our cancellation policy when a customer asks about it 
WITHOUT wanting to cancel a tour. 

CXL POLICY 2  When a customer wants to cxl a booking that cannot be 
cancelled due to the Cxl Policy but we still ask the supplier for 
an exception. 

CXL REACTIVATED  After reactivating the tour, this tells the customer that the 
booking is still pending 

CXL REICHSTAG  Reichstag, last minute cancellation, this template explains why 

CXL ALTERNATIVE REFUND  Informs about the refund in case the customer does not agree 
with the alternatives to reschedule. 

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CXL RESCHEDULE  Asking the supplier to approve a reschedule 
REQUEST 

CXL SUPPLIER  Supplier cancellation with alternatives for reschedule, we use 
ALTERNATIVE  this template when we ask customer for reschedule 

CXL SUPPLIER  For Supplier CXLs in Portal. When we cancel the booking after 
ALTERNATIVE CXL  72 hours of sending the ‘CXL Supplier Alternative’ Template, 
after not having received any response from the customer. 

GSPOST BESTPRICE  Explains to the customer our policy on Best Price Guarantee 
cases and what evidence they need to provide for the case. 

GSPOST ACCT VALIDATION  Explains to the customer how to get the "validate your email" 
email once more. 

GSPOST ADD PAX  Explains to the customer that we cannot add a pax to the 
booking, but explaining how they can do that themselves 

GSPOST DOUBLE  Asks the customer if the double booking on our system was 
BOOKING  intentional or not 

GSPOST INVOICE REQUEST  TO BE WRITTEN: a reply when a customer asks GYG for an 
invoice including VAT 

GSPOST LAST MINUTE  When a customer asks a last minute question which needs to be 
QUESTION  answered by the local partner. 

GSPOST NAME CHANGE  Resending the voucher with the new name of lead traveller to 
the customer 

GSPOST NEW MP  Informs the customer about a change in the meeting point 

Before sending a pick-up request to a customer, we send this to 

GSPOST PICK UP PENDING  inform the customer that they will receive another email, CCd 
with the supplier, and that the supplier will respond to them 

directly to confirm the pick Up.  

GSPOST PICK UP REQUEST  Sends a pick up request to the supplier with customer in CC 

GSPOST PRICE DIFF  Explains to the customer that the price difference is due to the 
booking and handling fees (usually, our Vatican product) 

GSPOST RESEND RECEIPT  Resend the pdf. receipt of the purchase to the customer 

GSPOST RESEND  When we need to resend the voucher to the customer. 
VOUCHER 

GSPOST REVIEW  When we need to reject a review because it was not in line with 
REJECTED  our Review Policy 

When a customer sends us an email regarding a booking but 
GSPOST SEND REFERENCE  does not send a reference number or anything we can look the 

booking up. 

GSPOST SUBMIT REVIEW  When a customer sends a review to a tour through Freshdesk 
instead of doing it on the review form. 

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GSPOST SUPP REF  Explains to the customer that the GYG number has not 
changed, the supplier simply adds an internal reference code 

GSPRE BUY GC  Explains to the customer how to buy a gift certificate 

GSPRE CASH  When a customer asks if they can pay in cash on site. 

GSPRE CONTACT SUPPLIER  Explains how to "Ask a question” about a tour  

GSPRE CURRENCY  Explains how to display other currencies on tour page 

GSPRE GC HOW TO  Explains how to use a gift certificate on our website 

GSPRE HOW TO BOOK  Explains the booking process, explains how to reserve tickets to 
a potential customer 

GSPRE ROUND TRIP  Explains how to book a round trip transfer if the option does not 
TRANSFER  exist online and the customer needs to book twice. 

GSPRE SCALED PRICING  Explains why the price is different on the website 

GSPRE CUSTOM TOUR  Tells customers how to ‘Ask a Question’ on the tour page, to 
inquire about special requests and customised bookings. 

GSPRE TOUR AVAILABILITY  Explains to the customer how to check for availability of an 
activity. 

GSPRE TOUR LANGUAGE  Explains to the customer how to check the different languages a 
tour can have. 

GSPRE Tour  When a customer asks for recommendations on some tours 
recommendations 

GSPRE WHAT IS GYG  Explains what GetYourGuide is. 

GSPRE MORE INFO  When we don’t understand what the customer asks or wants 

MISC CONTENT TICKET  Only used by the Senior Reps - explains that a content ticket has 
been open. 

MISC FLIGHTS HOTELS  When a customer asks if we can book flights and hotels for 
them 

MISC GYG JOBS  Explains how someone can apply for a job on our webpage. 

MISC LONG RESPONSE  High season: explains that we could not get back to the 
TIME  customer in time and asks if everything was alright 

MISC MARKETING  When we receive marketing proposals on Freshdesk. 

MISC PHISHING  To explain to the customer about the Phishing threat 

MISC UNSUBSCRIBE  When a customer asks to be deleted from our newsletter. 

PARTNER BANK DETAILS  B2B TEAM ONLY - When a reseller has not put in their bank 
details. 

PARTNER COMMISSION  B2B TEAM ONLY - Explains how the commission works 

PARTNER DISCOUNT  B2B TEAM ONLY - Provide the 15% discount code for the 
reseller 

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PARTNER FORGOT LOGIN  B2B TEAM ONLY - When a reseller forgets to log in before 

BEFORE BOOKING  purchasing tours for their customers 

PARTNER PROGRAM  B2B TEAM ONLY - Explains what the reseller program is and 
how it works 

PARTNER PWD RESET  B2B TEAM ONLY - Explains on how to reset the password for 
the reseller backend. 

PARTNER SIGN UP  B2B TEAM ONLY - Explains on how to register as a reseller on 
our website 

PARTNER SUPPLIER  B2B TEAM ONLY - When a supplier registers on our website as 
INSTEAD OF RESELLER  a reseller instead of a supplier 

PMT FRAUD CANCELLED  Explains to the customer why their booking got cancelled for 

BOOKING  Fraud reasons. 

PMT FRAUD COLLECTION  Email sent to a customer who charges back and needs to wire 

EMAIL  the funds back to us. 

PMT FRAUD CXL REQUEST  Asking the supplier to approve a refund due to fraud 

PMT FRAUDULENT  Explains to the customer that we need a request from the police 
TRANSACTION  in order to give out details on the fraudulent transaction. 

PMT PAYMENT FAILED  Gives a number of steps to follow in case the payment fails 
online. 

PMT REAL NOT ACCEPTED  ONLY FOR BRAZILIAN CUSTOMERS - Explains why they 
cannot pay in Real on our website 

PMT REF NOT RECEIVED  When a customer states they haven't received the refund. 
Explains when it was done and gives the ARN Code. 

SUPP INVOICE REQUEST  Explains to the supplier that they need to provide a VAT invoice 
to the customer. 

SUPP OFF SITE  When a supplier directs a customer off our platform and tries to 
get the customer to book with them directly. 

SUPP PRICE DIFFERENCE  When a supplier contacts us asking to cancel an existing 
booking because the price was wrong. 

SUPP REMOVE REVIEW  Telling the supplier to contact Destination Manager about 
negative review that we cannot remove 

SUPP SELL ON GYG  Explains to a potential supplier how to make a registration on 
the website 

SUPP UNCONF BOOKING  Asks a supplier to confirm an unconfirmed booking. 

SUPP UPDATE  Explains to the supplier how to update the availability of a 
AVAILABILITY  product. 

SUPP BLOCKOUTS  Explains to the supplier how to block out dates on the Admin 
Page 

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SUPP EXCEPTIONAL CXL  When we want to ask the supplier for an exceptional 
TOUR MON PETIT PARIS  cancellation 
TOUR REICHSTAG INFO 
Explains where to go depending on which activity the customer 
would like to do first 

Asking the customer to provide more information concerning 
the Reichstag (Name, etc.) 

11.4 Canned Responses for LiveChat  

  Explanation 
Tour is available 
Quickcode  Tour is not available 
CALENDAR1  How to check tour availability 
CALENDAR2  Rep needs to call supplier 
CALENDAR3  No cash payment accepted 
CALL  Payment options 
CASH1  Customer does not reply for 10 minutes, closing the chat 
CASH2 
Comparing tour options - different tour operators 
CLOSING  Comparing tour options - compare tour reviews 
COMPARE1  Taking care of a complaint 
COMPARE2  Taking care of a complaint - requesting more information 
COMPLAINT1 
Suggest another tour in the same location 
COMPLAINT2  Suggest another tour in the same location 
CROSSSELL1  Suggest another tour in the same location 
CROSSSELL2  Information needed for customized booking 
CROSSSELL3  Cancellation policy 
CUSTOMIZED  Asking for the preferred date 
CXLPOLICY  The supplier is not answering the phone and we contact them 
DATE  by email 

EMAILSUPP 

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GOODBYE  Saying goodbye 
HOWTOBOOK1  Explain the customer how to book 
HOWTOBOOK2  Explain the customer how to book 
HOWTOBOOK3  Explain the customer how to book 
NEXTDATE  Informing about the next availability 
NODISCOUNT  No discount available 
NOSPECIALPRICE  No special price available 
NOREPLY1  Customer doesn't reply for 3 minutes 
NOREPLY2  Customer doesn't reply for 6 minutes 
OPENING  After the first message from the customer 
PARTICIPANTS  Asking about the number of participants 
PATIENCE1  Asking the customer for more patience 
PAYMENTDETAILS  Customer is having problems paying with the CC 
PAYMENTCHECK  Customer has supplied the failing CC details 
PRICEOPTIONS1  Explain how to show all price/ticket options 
Explain how to show all price/ticket options (only for the tours 
PRICEOPTIONS2  where all of the price options are not visible at a first glance) 

PROVIDINGINFO1  How the customer can provide additional info (hotel, flight, 
dietary, etc) 
PROVIDINGINFO2  How the customer can provide additional info (hotel, flight, 
RECOMMENDATIONS  dietary, etc) 
SCALED1  Rep's tour recommendations 
SCALED2  Explaining scaled pricing - intro 
TOUROPERATOR1  Explaining scaled pricing - explanation 
TOUROPERATOR2  Information about the tour operator 
WAIT1  How to find information about the tour operator 
WAIT2  Asking the customer to wait 
WAITCONTINUE1  Asking the customer to wait 
WHATISGYG  Customer has been waiting for a while 
WRAPUP1  GYG is a booking platform 
WRAPUP2  Wrapping up 
  Wrapping up 

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WRAPUP3  Wrapping up with a promise of follow up 
WRONG1  Customer has contacted the wrong company 
WRONG2  Customer asks for services we do not provide 
 
 
 

 

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11.5 Customer—Cancellation  

 
 
 
 
 
  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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11.6 Customer—Rescheduling a Booking  

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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11. 7 Supplier—Cancellation in Portal and Freshdesk   

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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11.8 NATO Phonetic Alphabet

 
 

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