Global Customer Operations

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2 Global Customer Operations

3 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

4 A2A Program EAN GCO

5 A2A Program: Focus on key languages 1,500 agents worldwide 23 languages supported Support 24/7/365* * English only * English only

6 How can we help? Customer Affiliate Agent EAN A2A Agent Affiliate Agents can use self service tools to: Look up and view itinerary Send/resend itinerary confirmation Cancel itinerary Cancel/Rebook* itinerary *If a penalty waiver is not needed EAN Specialist Teams can help with: Pre-travel and on-site urgent issues* Post-travel complaints *If a penalty waiver is needed. Non-urgent issues or normal enquiries Assisting with customer relocations

7 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 conversion 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.

8 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 conversion Our agents will contact the hotel to check any information that is not clear for your customer or investigate any complaints.

9 Relocations

10 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 guest

11 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 Data based on 2014 averages for all regions.

12 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 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,

13 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 struggle finding an alternative, RS could still help them.

14 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)

15 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.

16 Out of process HC

17 What is an Out Of Process relocation? The Affiliate Fails to inform EAN that a relocation takes place Cancels original booking without EAN s involvement The Customer Walks away from the hotel and checks-in in a new property without informing the Affiliate

18 Out of process relocations consequences Customer frustration Property confusion Delayed resolution Unnecessary costs Unhappy customers 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

19 Post-travel complaints

20 Post-travel complaints English 1: Call EAN or the call centre 2. EAN works with the hotel to investigate the issue 3. If not possible to resolve, the Escalations team 4. Escalations will send an 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) *Do not confuse with unsatisfactory resolution for the partner

21 Escalations

22 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 *Refer to the contact matrix in this presentation.

23 APAC Tier 3 Escalations Need to escalate? 1. Call or the EAN call centre 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 Tier 3 directly. You will need to use a specific template to escalate to Tier 3 directly.

24 ing 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 body (do not attach it). Your agents can find this template in here anytime they need it.

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