T2 Consolidated Tracker - (November 2022 - updated)

This is where you track your Calls, Regular Refunds, CPR Refunds, Compensation Matrix refunds, and Agent Errors, Cold Transfers and CSAT Calls
Name: 


A red asterisk (*) indicates required questions.

  1. Shift Date (PST) - Format: 4/1/2022
    *


  1. What are you tracking?*
    Agent Escalation
    Client Escalation
    Email Escalation
    Call Back after Investigation
    Ghost Call
    Agent Error
    Regular Refund
    CPR Refund
    Compensation Matrix Refund


  1. Your VOYAGER ID*


  1. Your UID (Do not include U)*


  1. CALL ID*


  1. Voyager Login of Escalating Agent*


  1. If it is a cold transfer, input the Device ID (If warm transfer, put NA)*


  1. Itinerary (DO NOT put "NA")*


  1. Call Profile: LOB*
    A2A
    CDS
    TAAP
    E4P


  1. Call Profile: If EAN Put CID, If TAAP put the Agency Tracking Code*


  1. Call Profile: E4P and TAAP*
    AARP
    AirAsiaGo
    AirNewZealand
    AlaskaAirlines
    BahiaPrincipe
    BankofAmerica
    Barcelo
    Barclays
    BJsTravel
    ConnexionsLoyalty
    Edwardian
    Excellence
    G6
    HawaiianAirlines
    Hotels.com
    Hotwire
    Iberostar
    LastMinute
    Marriott
    Melia
    MerrillLynch
    OmniHotels
    Posadas
    Riu
    Swoop
    MGM
    VirginAustralia
    Vueling
    TAAPAustralia
    TAAPBelgium
    TAAPCanadaEnglish
    TAAPHongKong
    TAAPIndonesia
    TAAPIreland
    TAAPNetherlands
    TAAPMalaysia
    TAAPNewZealand
    TAAPPhilippines
    TAAPSingapore
    TAAPThailand
    TAAPUnitedKingdom
    TAAPUnitedStates
    TAAPVietnam
    TAAPChina
    Not Listed


  1. Product*
    Stand-alone Flight
    Stand-alone Hotel
    Stand-alone Car
    Flight in Package
    Hotel in Package
    Car in Package
    Insurance
    Activity in Package
    Stand-alone Activity


  1. CONCERN*
    Billings and Refunds
    Cancel
    Change/Exchange
    Complaint
    Reconfirm


  1. Sub Concern*
    Cancel not Complete
    Card Detail Change
    Change not Complete
    Change of Plans
    COVID Related
    Extenuating - Death
    Extenuating - Jury Duty
    Extenuating - Medical
    Flexibility - Expedia
    Flexibility - Vendor
    Follow Up
    Incomplete Booking
    Missing Reservation
    Name Change
    Reconfirm
    Refund Fail
    Refund not Complete
    Refund/Credit not Done
    Special Service Request
    Upgrade
    VOID
    Wrong Booking
    Wrong Choice
    VNA
    Fraud
    Agent Error


  1. Escalation Tagging*
    Consult
    Takeover


  1. Scase # (Scase used to document the conversation)*


  1. Refund Primary Reason*
    Change of plans
    Agent Error
    Customer Error
    Extenuating Circumstances
    Flexibility Policy
    Site Error
    Write Off
    Billing
    Vendor - No Service Provided
    Vendor Poor Service/Quality
    Partial Penalty Waiver
    Employee Discount
    Specialty Customer
    Agent Tools
    Air schedule change
    Content Error
    Escalations/Legal
    Insurance
    Not Applicable


  1. For compensation matrix refund only, choose Not Applicable if otherwise
    *
    Not Applicable
    Smaller than advertised
    Not enough bedding
    One-star rating difference (hotel is 3 stars instead of 4)
    Guesthouse or B&B instead of hotel
    Single room instead of double
    No view as advertised
    Confirmed request for adjoining rooms was not met
    No balcony as advertised
    Two-star rating difference (hotel is 3 stars instead of 5)
    Hostel instead of hotel
    Not given an accessible room
    No one at the front desk
    Hotel can't find the reservation
    Very long wait lines
    The TV doesn't work or only has local channels
    The phone doesn't work
    Internet connection is slow or not available
    Hotel activities or entertainment options are not as advertised
    Food offerings are not as advertised (but other options available)
    No air conditioning in the hotel common areas
    No private bathroom, or toilet / sink / shower are broken
    No additional beds, as requested or advertised
    No swimming pool as advertised
    No food as advertised, and no alternative options
    No activities as advertised
    No beach access or view as advertised
    No air conditioning in the room
    Bad smell in hotel or room
    Structural damage
    Mold
    Dirty room or hotel
    Bugs or other pests
    Broken glass
    Broken door locks
    No hot water in bath / shower
    No electricity
    Elevators don't work
    Construction in the area around the hotel
    Hotel staff is not helpful
    Agent was rude
    Website error
    Construction at the hotel
    Unexpected loud noise at night
    Hotel staff is rude
    Hotel staff enters guest's room without permission
    Unexpected pre-authorization charges
    Room upgrade / amenity / perk not provided as promised
    Other Health and Safety Issues


  1. If AEN, please select reason*
    Billing error/Fare type confusion
    Booking error
    Booking error
    Booking in wrong account
    Cancellation error/Not completed in voyager/GDS
    Cancellation error/wrong refund amount
    Class of service/cabin error
    Exchange error/miscalculation
    Exchange error/not completed in voyager/GDS
    Exchange incorrect ticket
    Name correction/error
    Special request
    Ticketing error
    Validity error/expired ticket
    Void error/not completed in voyager/GDS
    Void error/not refunded
    Wrong policy provided
    Cancel process error
    Change or cancel policy
    Change process error
    Duplicate booking
    Payment process error
    Property amenities
    Property fees
    Refund process error
    Rewards and loyalty
    Room amenities
    Room type
    Trip details
    Not Agent Error Related


  1. If AEN, was the amount Recovered?*
    Yes
    No
    Not Agent Error Related


  1. Cost to resolve/Refund Amount (For all types of refunds)*


  1. If AEN, input Missed Agent Help Article *


  1. If AEN, input Erring Agent's Voyager log-in - NA if not applicable*


  1. Refund Source*
    Expedia
    Property
    Airlines
    Car Rental
    Activity Provider
    Not Applicable


  1. Refund successfully processed?*
    Yes
    No
    Not Applicable


  1. If no, please state the reason. If due to an error, copy/paste the error message*


  1. Opportunity*
    Agent - Communication /Explanation /Confidence
    Agent - Misinformation / Wrong Information
    Agent - Wrong Process Observation
    Agent - Miscalculation
    Agent - Policy Interpretation
    Agent - Agent Help Article Utilization
    PROCESS - Tool Limitation
    PROCESS - Content/Site Error
    VENDOR - Did not honor
    VENDOR - Missing Reservation
    VENDOR - Net Rate Disclosure/ Inconsistent Information
    VENDOR - Card Related Challenges
    Fraud


  1. RESOLUTION PROFILE*
    Resolved
    Need further action - Email/SR
    Need further action - GET
    Need further action - T3
    Need further action- call investigation
    Need further action - transfer to relocation


  1. Call Disconnected?*
    Yes
    No


  1. Reason for Disconnection*
    Not Disconnected / Call Ended
    Customer Disconnected -Mid Call /while on Hold
    I Disconnected - Resolved Call
    I Disconnected - Tools went idle
    System Disconnection


  1. Is this a callback?*
    Yes
    No


  1. Reason for Callback*
    After being Disconnected
    Call back after Investigation/Promised Callback
    Update on previous resolve call/change of resolution
    Not Applicable


  1. Call back Status
    *
    Customer Reached
    Reached IVR
    Not Applicable/Resolve Call


  1. Agent's Location*
    Manila
    Iloilo


  1. Is the consult/transfer Valid?*
    Valid
    Invalid


  1. Reason for Invalid Consult/Transfer*


  1. Point of Sale - Input the two letter country code only (Ex. US)*


  1. Point of Supply - Input the two letter country code only (Ex. US)*


  1. Sales Region*
    NA (North America)
    LATAM (Latin America)
    APAC (Asia Pacific)
    EMEA (Europe, Middle East, and Africa)


  1. Is this a CSAT call? Input Verbatim (Word or phrase that customer verbalized expressing his/her satisfaction - example: "I'm completely satisfied!" otherwise put NA*


  1. Did T1 save an open scase?*
    Yes
    No


  1. T1's Voyager login who saved an open scase (Put NA if not applicable)*
Charry Pedregosa