Agent Escalations: Handling Traveler Complaints

Escalations should occur when we receive a negative review or complaint from a traveler via call or email. Below are the types of incidents that warrant escalation:

Serious Incidents for Escalation

1. Unresponsive Agent After Payment: The agent has taken the booking amount but is no longer responding to calls or messages.
2. No Booking Confirmation or Vouchers: The agent has taken the booking amount but has not provided booking confirmation or necessary travel vouchers.
3. Changes to Agreed Package: The agent has taken the booking amount but is not providing the previously agreed-upon property or has made significant changes to the package components without the traveler's consent.
4. Refund Refusal: The traveler wants to cancel the booking, but the agent is refusing to provide a refund.
5. Delayed Refunds Due to Suppliers: The agent agrees to provide a refund but claims it will only occur after their supplier issues a refund.
6. Disappearance After Payment: The agent has disappeared after taking the booking amount from the traveler, without fulfilling the services.

Non-Serious Escalations

1. No Package Details Shared Yet: The agent has not yet contacted the traveler with detailed package information but is still within a reasonable timeframe.
2. Overly Aggressive Follow-Ups: The agent is following up too frequently or aggressively with the traveler, causing discomfort.
3. Unprofessional Communication: The agent is using unprofessional or inappropriate language when communicating with the traveler.

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