General VNEXT Case Tracker 2.0 - May 2021

SR_Orbitz_and_Cheap_Tickets_US_EN_Mixed_WNS_Ilo_ILO_Waivers
SR_Orbitz_US_EN_Mixed_Loyalty
Mixed_Orbitz_and_Cheap_Tickets_US_EN_Mixed_Price_Match
Email_Orbitz_Cheap_Tickets_US_EN_Mixed
Email_Orbitz_US_EN_Mixed_Loyalty_Escalations


A red asterisk (*) indicates required questions.

  1. UID (do not include the U)*


  1. First Name Last Name


  1. Product Type*
    Flight
    Lodging
    Insurance
    Activities
    Car
    Packages


  1. Brand*
    Expedia
    Travelocity
    CheapTickets
    Orbitz
    Hotels.com


  1. Queue Reason*
    Credit Itinerary
    Email Customer Request
    Email Vendor Request (any reason)
    Invalid Queue - No Action
    Refund Itinerary
    Vendor not Available (except waiver request)
    Waiver Request (email vendor or call vendor)
    Wrong Queue Used
    Extenuating Circumstances
    Name Corrections
    Special Request


  1. If Refund/Credit processed, Amount ($)


  1. Itinerary Number*


  1. S-case (If needed only)


  1. VNext SR Type*
    Email - BPG or Loyalty
    Email - Customer or Vendor Initiated/Reply
    SR - Waiver Request/VNA
    SR - Refund and Credits
    SR - Receipt Request


  1. Was case scheduled?*
    Yes
    No


  1. Did T1 send Complete form Documentation/Instructions?*
    Yes
    No


  1. Offline Agent Action*
    Cancelled or Change Reservation
    Called Vendor, no answer - Sent Email to Vendor and Customer
    Sent Email to Customer Only
    Sent Email to Customer Only
    Contacted Vendor
    Contacted Customer


  1. Creator's Channel*
    Customer initiated
    Chat
    UA Voice


  1. Creator's Site
    Atento GUA
    Starteck BGL
    Sykes MNL
    Sykes SAL
    TP Ayala
    TP Bacolod
    TP Cebu
    TP Sucat
    WNS Ilo
    WNS MNL
    WNS Mumbai
    IGT


  1. Response Type (If the email that you received is threaded or not)*
    Vendor Response (Thread)
    Customer Response (Thread)
    Service Request
    Cancellation Request
    First Interaction From Customer


  1. Conversation ID [From Vnext]*


  1. Comment (Any relevant information not captured by the tracker)*


  1. If created by ILO agent, please provide ILO ID:


  1. VNext Assigned Queue*
    SR_Orbitz_and_Cheap_Tickets_US_EN_Mixed_WNS_Ilo_ILO_Waivers
    Email_Orbitz_Cheap_Tickets_US_EN_Mixed
    Mixed_Orbitz_and_Cheap_Tickets_US_EN_Mixed_Price_Match
    SR_Orbitz_US_EN_Mixed_Loyalty
    Email_Orbitz_US_EN_Mixed_Loyalty_Escalations
    SR_Multiple_Multiple_EN_Mixed_Tier_3_Support(Special Case Assignment)
    SR_COMET_US_EN_Mixed_Refunds_and_Credits (Special Assignment Queue)
    SR_AGENT_ERROR_DEFAULT
    SR_BEX_US_EN_Mixed_Refunds_and_Credits (Special Assignment Queue)
    SR_Multiple_Multiple_EN_Mixed_Waivers (Special Assignment Queue)
    SR_Multiple_US_EN_Mixed_Escalation (Special Assignment Queue)
    SR_Multiple_US_EN_Air_Waivers_Non_Imminent (Special Assignment Queue)


  1. FOR VNA/Waiver Request Status*
    1st Call Attempt- Approved
    1st Call Attempt - Denied
    1st Call Attempt - Vendor Instructed to Email
    1st Call Attempt - No contact - Sent Email to Vendor and Customer
    1st Call Attempt - Vendor Instructed to Call Back - Follow-up
    Unclear/Incomplete Instructions - Sent email to customer for clarification
    2nd Attempt- Approved
    2nd Attempt- Denied
    2nd Attempt - Still no answer - Auto deny
    NOT a VNA Case
    Vendor APPROVED via Email - Processed Cancel/Change/Refund - Informed Customer
    Vendor DENIED via Email - Informed customer
    Already resolved by phone agent
    Already resolved by a different Offline Agent


  1. IF Loyalty or BPG Case:*
    BPG- Approved
    BPG - Denied
    BPG - Additional Info Needed
    Loyalty - Approved
    Loyalty - Denied
    Loyalty - Duplicate
    N/A - Not Loyalty or BPG


  1. SR VNA EMAIL/CALL 2nd Attempt OUTCOME:*
    N/A - Resolved on 1st Attempt
    N/A - Still on the 1st Attempt Stage - Rescheduled for 2nd Attempt
    Approved - Email Attempt - Vendor Instructed
    Denied - Email Attempt - Vendor Instructed
    Approved - Email Attempt - Agent Initiated (as no one picked up the call)
    Denied - Email Attempt - Agent Initiated (as no one picked up the call)
    Approved - 2nd Call Attempt
    Auto Denied - No contact/response from vendor
    Vendor Instructed to Call Back - Approved
    Vendor Instructed to Call Back - Denied
    NOT a VNA Case
    Exemption - Vendor instructed to schedule a third call
    Already resolved by phone agent
    Already resolved by another Offline Agent





Rockford Sebio