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Travelocity Air and Package NMT Tracker V3
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Name
:
A red asterisk (*) indicates required questions.
UID
*
Itinerary Number
*
PNR
*
S-Case ID
*
Product
Customer Account
Car - Pay Later
Car - Pay Now
Flight - BEF
Flight - Merchant
Flight - Published
Hotel - Pay Later
Hotel - Pay Now
Insurance/waiver
Package - Published - Regular Fare
Package - Published - Restrictive Fare
Package - SVA - Regular Fare
Package - SVA - Restrictive Fare
Unrelated to a specific product or service
*
Travel Stage
Before travel (outside of 24 hours)
Before travel (within 24 hours)
During travel
Post-travel
N/A
*
Call Intent
BBB/Legal Action/Threat
Best Price Guarantee / Price Match
Billing - Change FOP for Confirmed Booking
Billing - Refund follow up outside timeframe
Billing - Refund follow up within timeframe
Billing- Duplicate Charge
Billing- Pending Transaction
Billing- Request for receipt/invoice
Billing- Service Fees/Booking Fees
Booking Confirmation - Email not received
Booking Confirmation - Email resend request
Booking Confirmation - Clarify Information
Cancel - Request Completion
Cancel - Duplicate Booking
Cancel - Extenuating Refund Request
Cancel - Inquiry
Cancel - IRROP
Cancel - Void
Change - Extenuating
Change - Inquiry
Change - IRROP
Change - request completion
Compass Program
Complaint - Agent error
Complaint - Denied/Missing Reservation
Complaint - supplier error / poor experience
Complaint - Subjective error
Complaint - Website error
Email request to customer
Email request to supplier
General - Air special service request (seat, wheelchair, meal, etc)
General - Baggage Allowance/ Baggage Fees Inquiry
General - Inquiry on Required Travel Documents
General - Online Check- In Inquiry/Assistance (Flight)
General - Special request to car/hotel/LX supplier
General - Ticketing Error
General - TSA update Request
Insurance refund
Name correction - Add/ Delete/ Change First/Last/Middle Name
Name correction - Legal name change
Name correction - Name transfer
Schedule Change - Compensation Request
Schedule change - Customer not notified
Schedule change - IRROP reacommodation
Schedule change - IRROP refund
Schedule change - Major schedule change reaccommodation
Schedule change - Minor schedule change reaccommodation
Schedule change - Refund Request
Supplier Issues - Net rate disclosure
Supplier Issues -Fare/Rate Increase or Decrease Complaint
System Issue - Package with LCC
Transaction Processing Team - Cancelled Booking
Unable to assist - Customer cannot verify security
Unable to assist - Website Outage / Tool Issue
*
Action
Inquiry
Executed
*
Called Vendor ?
*
Yes
No
Vendor Type
Airline
Hotel
Car Rental
Activity
N/A
*
Vendor Call Reason
(Airline) ASC
(Airline) BEF - Customer was informed agency can change
(Airline) Confirm SSR (Seat, Wheelchair, meal, others)
(Airline) Coupon status not OPEN
(Airline) Customer insist to call the airlines in their behalf
(Airline) Fare Rules Interpretation
(Airline) LCC request
(Airline) Name Change/Correction
(Airline) No show
(Airline) Refund follow-up (No available update in Voyager and vendor website)
(Airline) Ticketing in progress
(Airline) Waiver_Exemption
(Car vendor) Cancelation Request
(Car vendor) Change Request
(Car vendor) Charges Inquiry
(Hotel) Customer complaint - supplier issues/amenities/billing/missing reservation
Duplicate booking
Missing Reservation
N/A
Others
*
Support Assistance?
*
Yes
No
Support Contacted
T2 - Escalation
T3 - Consult
T3 - Process
T3 - Escalation
Local Support - Consult
Local Support - Process
Local Support - Escalation
N/A
*
Support Contact Reason
Amadeus PNR - Unable to Service
Agent error validation / processing
Customer asked for a supervisor
Email Request
En-route Flight Exchange
Family Fare Flight Exchange
GDS-related concern / issue / question
New PNR Creation for Name Correction
New PNR Creation for Purged PNR
Poor supplier service - validation and resolution
Policy interpretation (airline fare rules, hotel/car/insurance/LX policy)
Tool error validation / processing
Refund processing (above NMT agent's limit)
T3 Contact Needed – Escalation Follow Up
Voyager Error - Itinerary Cannot Be Serviced
Voyager Error - Unable to pull up PNR in Amadeus
Website error validation / processing
(Tier 3) Approval for fax transmittal
(Tier 3) Approval to create a dummy itinerary
(Tier 3) Glassbox replay
(Tier 3) Instructed per case notes / follow-up from previous call
(Tier 3) Manager / Exec Escalation call
(Tier 3) Case follow up - previously handled by T3
(Tier 3) Payout / refund beyond supervisor's limit
(Tier 3) Tool error
N/A
*
Travelocity Air and Package NMT
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