Subject: [Training Update] Wrong Tickets - Philippines
From: CS Training <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Date: Tue, 30 Jul 2019 08:40:41 +0000

Hi Urvika,

In the Wrong Tickets training we have previously only stated that should the agent come across either of the scenarios below the agent is asked to explain that the tickets are correct.

  *   The tickets are in the same section and up to 5 rows closer to the performance area

  *   The tickets are in the same row with different seat details

We have seen a lot of cases where the agents used the "Tickets are correct" blurb but have not provided an explanation why this is the case. Therefore, we have now adjusted the training and if the agents are coming across any of the scenarios above, they must use the following blurb

"Buyer claims wrong tickets; they're comparable/equivalent"

This is to ensure that the buyer receives an explanation regarding their order and to enhance FCR.

The OLS has been updated and COMMS on this will be sent shortly.

Kind regards,

Jana