Subject: #89534
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Tue, 14 Nov 2017 09:16:33 +0000

Hi people,

I went through the notes in this case. Few mistakes we made that we must correct and keep in mind for future. Copying all so that we don’t repeat the mistake.

The buyer requested for date amendment. According to notes, we checked the availability for new dates only on Tourico and hotel website when the reservation is still within the cancellation period on Tourico. We could have checked the availability on other suppliers as well and if we found the availability, we could easily cancel this Tourico booking and made a new reservation (of course any extra cost should be passed on to the buyer). This was not done. Second, even if we don’t find the availability online and can’t modify it online, we must try to call the supplier and see if they can help. Sometimes, the availability does not show online but suppliers can get it done. This is something I had written about earlier as well but we did not call the supplier in this case until the buyer was upset. Not sure why we couldn’t call the supplier earlier. We must try with the supplier before we deny.

Also, please note that if the buyer has LH or has free cancellation, it is only in our favor that we try to help the buyer amend the dates whichever way we can, even if he is asking to reduce the number of nights because if we do not, he will cancel the reservation and we will have to refund him 80% which is a lot more loss for roomer. If the buyer wants to reduce the number of nights, please speak with the supplier to see if it can be done but do check with Jay as it is considered one time exception.

Regards,
Deeksha