1. Order Notes
It is necessary that we properly document every interaction with customers and accurately add all relevant details about the interaction in the order notes. Furthermore when adding remarks in the booking (order notes), always include the contact number if you're connecting with the customer or receiving a call. This helps identify whether the query was received from a registered or unregistered number and from which platform.
2. Modification/Cancelation in case of flight cancelation
When a customer reaches out to us regarding a disrupted or canceled flight, it's important to clearly inform them of both available options—a full refund or a free change. This ensures they can make an informed decision about how to proceed.
3. Rewards on Deleted Orders
When a customer creates an order and uses their rewards amount and is unable to make the remaining payment, once we delete their order, their rewards amount is automatically reversed to them, which is visible in the order notes. As such we should not refund the amount nor should we adjust their amount into their new order