Subject: Fwd: TID - 20815754 - Rag Issue
From: Ashwinee Latchayya <[email-masked]>
To: nilarka <[email-masked]>
Date: Wed, 20 Mar 2019 04:52:48 -0700 (MST)

From: "nilarka" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Wednesday, 20 March, 2019 17:12:40 
Subject: Re: TID - 20815754 - Rag Issue 

***Please READ CAREFULLY ***** 

Synopsis of issue: Buyer emailed he bought new tickets after he was RAG. Buyer DID NOT mention that he has proof or not. As we were unsure whether we needed to request proof here, this was flagged to Breda & Brian in order to have a clarification. Received an answer today and hence escalating now. 

Requested for full voucher and refund 

************************************************************ 

C: Buyer emailed he had to buy new tickets after he was RAG 
I: checked case history,When: 3 day(s), 22 hours ago,State : Complete,Plan : e-ticket AE-USD ; buyer purchased new tickets ; no proof provided but according to Brian - ''Mentioning that new tickets were purchased is an acknowledgement that proof exists, because new tickets are a form of proof'' 

A: Sent email to buyer we have requested for full refund and voucher and escalated to Payments 

N: Payments will investigate further, and contact me if required 

From: "Ashwinee Latchayya" <[email-masked]> 
To: "Nilarka Prasanna Das" <[email-masked]> 
Sent: Wednesday, 20 March, 2019 17:02:46 
Subject: Fwd: TID - 20815754 - Rag Issue 

Hi Nilarka, 

PFB. 

Kind Regards, 
Ash 

From: "Brian Sexton" <[email-masked]> 
To: "Breda Cremins" <[email-masked]>, "Ashwinee Latchayya" <[email-masked]> 
Sent: Wednesday, 20 March, 2019 16:57:18 
Subject: RE: TID - 20815754 - Rag Issue 

Hi Breda, 

Buyer reported the RAG within 30 days, you can escalate. Mentioning that you purchased new tickets is an acknowledgement that proof exists, because new tickets are a form of proof. 

Kind regards, 

Brian 

From: Breda Cremins 
Sent: Tuesday 19 March 2019 17:09 
To: Ashwinee Latchayya <[email-masked]>; Brian Sexton <[email-masked]> 
Subject: Re: TID - 20815754 - Rag Issue 

[ mailto:[email-masked] | @Brian Sexton ] 

Hi Brian 

Can we get clarification on this? 

Buyer has claimed rag and has stated they purchased new tickets, buyer has not mentioned about proof. According to our wiki, it says if unsure if proof is available , we should request it and wrap up. 

But on the wiki it also says , if buyer has confirmed wether or not they have proof, we should escalate. 

Can you please advise on this TID? I have asked the agent to put on the CIAN note they have spoke to be about this, 

Mabey Jana could confirm this for us? 

Kind regards 

Breda 

From: Ashwinee Latchayya < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday 19 March 2019 11:31:08 
To: Breda Cremins 
Subject: TID - 20815754 - Rag Issue 

Hi Breda, 

Following our conversation, we need a bit of clarification on this TID - 20815754. 

The buyer claims to have been ragged and stated to have purchased new tickets. The buyer hasn't mentioned whether they have proof or not. 

Do you reckon we request proof and wrap up here or should this be escalated. 

Kind Regards, 

Ashwinee