Subject: Re: TID 21036674- 2019 Masters Tournament - Wednesday - Date : 10/04/2019 08:00 (Local) - Venue : Augusta National Golf Club, Augusta, US- Tickets lost in transit
From: Rosette Modiri <[email-masked]>
To: viraat <[email-masked]>
Cc: Brian Sexton <[email-masked]>
Date: Thu, 18 Apr 2019 11:33:23 -0700 (MST)

Hi Virat, 

I have shared the feedback to kannedy and we have also informed all the agents to follow the correct process whenever the customers are requesting to speak to the manager. 

We will closely monitor this, in order to avoid such inconvenience in the future. 

Kind Regards, 
Rosette 

From: "viraat" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Cc: "Brian Sexton" <[email-masked]> 
Sent: Thursday, 18 April, 2019 20:52:55 
Subject: FW: TID 21036674- 2019 Masters Tournament - Wednesday - Date : 10/04/2019 08:00 (Local) - Venue : Augusta National Golf Club, Augusta, US- Tickets lost in transit 

Hi Rose , 

Sending this to you again . Audio file did not go through 

Kind regards, 
Viraat 

From: Virat Joshi 
Sent: 18 April 2019 20:44 
To: Rosette Modiri 
Cc: [email-masked] 
Subject: FW: TID 21036674- 2019 Masters Tournament - Wednesday - Date : 10/04/2019 08:00 (Local) - Venue : Augusta National Golf Club, Augusta, US- Tickets lost in transit 
Hi Rose, 

Can you please provide feedback to this agent , Call was handled very poorly from Jitender and than from Kannedy. Agent was to push back and than escalate the call in the rite manner, He gave the call to Kannedy instead who is not a TL. Call can not be issued like that to another agent. 

Please address this 

Kind regards, 
Viraat 

From: Brian Sexton <[email-masked]> 
Sent: 18 April 2019 20:22 
To: Virat Joshi 
Cc: Anthony Barbosa; Robert Cosgrove; David Lee; Maiwenn Gouthe 
Subject: FW: TID 21036674- 2019 Masters Tournament - Wednesday - Date : 10/04/2019 08:00 (Local) - Venue : Augusta National Golf Club, Augusta, US- Tickets lost in transit 

Hi Viraat, 

Here is the call where the agent passed the phone to Kannedy. 

Can this be reviewed with the agent and his TL. This should never be done as Kannedy is not a TL. 

Please remind everyone of the same. 

Kind regards, 

Brian 

From: Anthony Barbosa 
Sent: Wednesday 17 April 2019 17:25 
To: Brian Sexton <[email-masked]> 
Cc: Robert Cosgrove <[email-masked]>; David Lee <[email-masked]>; Maiwenn Gouthe <[email-masked]> 
Subject: TID 21036674- 2019 Masters Tournament - Wednesday - Date : 10/04/2019 08:00 (Local) - Venue : Augusta National Golf Club, Augusta, US- Tickets lost in transit 

Hi Brian, 

The tickets got lost in transit, and buyer was refunded, however, buyer called us asking for the tickets because she was travelling and she said that there was tickets available. 

15883382 

The first agent jitender.pratap couldn't handle the call and he said that he was transferring the call to the manager ( 17:40 minutes of the call ) , The agent presented himself as Kennedy and the case was still escalated to manager call back because the agent couldn't resolve the case. 

Thank you 

Anthony Barbosa 

Quality Team