EXPEDIA INVALID TRANSFER UPDATED-1 - (copy) - (copy) - (copy)
Name: 


A red asterisk (*) indicates required questions.

  1. DATE OF CALL*


  1. CALL ID*


  1. CALLER LOCATION   *


  1. CALLER TAGLINE (MUST BE AGENTS TAGLINE AND WILL REQUIRER THE TEAM TO ASK FOR THIS INFO FROM THE CALLER)*


  1. APPROVERS NAME (AGENTS MUST REQUEST THE NAME OF THE SUPERVISOR/ FLOOR WALKER THAT GAVE THEM PERMISSION TO CALL - THAT NAME SHULD BE ENTERED HERE)*


  1. E-CASE PROVIDED*


  1. CALL TYPE  *


  1. VALID REASON TO CALL RRD?*
    Yes
    No


  1. IF INVALID, WHY? 


  1. OTHER DETAIL (AGENT TO PROVIDE SPECIFICS ON WHY THE CALL TO RRD WAS INVALID):


  1. ITINERARY NUMBER *


  1. TRAVEL DESTINATION ( AGENT SHOULD INDICATE ARRIVING CITY)*


  1. PRODUCT  *


  1. PRIMARY ROOT CAUSE  *


  1. SECONDARY ROOT CAUSE  *


  1. CONFIRMED ERROR?  *


  1. Active Flex Policy in place*
    Yes
    No


  1. Customer Eligible for Flex Policy
    *
    Yes
    No


  1. Outcome*
    Cancelled with Refund
    Cancelled without Refund
    Not Cancelled - Customer will travel
    Customer UnDecided - Will Call Back


  1. Referred customer to Chase for Dispute
    *
    Yes
    No


  1. BEAT FORM #*


  1. ESCALATED TO WORK BASKET*
    Yes
    No


  1. IF YES 


  1. CAT CONTACTED?*
    Yes
    No


  1. REASON FOR CAT CONTACT 


  1. IF OTHER (INDICATE REASONING)


  1. PAY-OUT PROCESSED?
    Yes
    No


  1. PAYOUT-REFUND (CURRENCY)


  1. PAYOUT-WEX (CURRENCY)


  1. PAYOUT-POINTS (AMOUNT)


  1. GOODWILL POINTS AWARDED?
    Yes
    No


  1. ERRING AGENT (MUST BE AGENT TAGLINE WE NEED AGENT ERROR NAME)


  1. ERRING AGENT DETAIL (DETAILS OF THE AGENT ERROR)


  1. Reason for Escalation
    Customer mentions DOT policy
    Customer wants refund instead of FTC
    Agent misquoted flex policy
    Chase Dispute – points refund request
    Call from Chase (To be used for calls from Chase Bank team only)





Alorica
PA