Tracker - VNEXT Case Tracker 2.0 - December 2022

Updated tracker to capture BPG denial reasons and disputes.
Updated number of VNA Attempts
Updated Repeat Tracker
Updated Queue names


A red asterisk (*) indicates required questions.

  1. UID (do not include the U)*


  1. First Name Last Name*


  1. Product Type*
    A&S
    Account
    Car
    Flight
    Hotel
    Insurance
    Loyalty
    Package


  1. Brand*
    Expedia
    Travelocity
    CheapTickets
    Orbitz
    Hotels.com


  1. Intent*
    Best Price Guarantee
    Billing and Refunds
    Cancel
    Change
    Complaint
    Coupon and Promotions
    Create Booking
    Email Settings
    Exchange
    Information
    Loyalty Account Maintenance
    Loyalty Earned Points
    Loyalty Elite Benefit
    Loyalty Redeem Points
    Missing Reservation
    Name Change/Correction
    Partial Payment
    Password and Sign On
    Reconfirm
    Special Service Request
    Flight Airline Schedule Change
    Travel Insurance
    Flight Name Change/Correction


  1. Queue Reason*
    Credit Itinerary
    Email Customer Request
    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. Itinerary Number*


  1. Conversation ID [From Vnext]*


  1. Reason for Waiver Request*
    Agent Error
    ASC
    Change of Plan - Extenuating
    Change of Plan - Voluntary
    Customer Error
    Double Billing
    Hotel Complaint
    N/A - not a change/cancel request
    Site Error
    Weather Related/Crisis


  1. Offline Agent Action*
    Case already resolved/no actions needed
    Duplicate case - closed with no action
    Hotel approved but customer undecided - no action taken
    Refund Denied
    No/unclear instruction
    Refund Approved
    Unable to reach vendor hence Refund Denied
    Sent Email to Customer Only
    Called Vendor, no answer - Sent Email to Vendor and Customer
    *For Flight misrouted to Email - Transferred to CAT Team


  1. Valid or Invalid SR Case assigned to Offline?*
    Valid
    Invalid


  1. If INVALID, reason why tagged as Invalid SR?*
    n/a - VALID SR
    Invalid - Transfer to relocation case
    Invalid - Unclear/no instructions
    Invalid – Hotel Not Accepting Waiver Request (HT 26087)
    Invalid - Incorrect Queue
    Invalid - Reconfirm (Info avail in Voyager Classic/Vnext or Hotel Website)
    Invalid - Special Service Request (HT 12005)
    Invalid - SR created was placed into incorrect Brand/POS
    Invalid - Billings and Refunds - EVC not working (HT 39614)
    Invalid - Flight - transfer to Non Lodging SR queue
    Invalid - No Vendor Call Out (Attempt not documented)
    Invalid - Missing reservation (Pre-Travel - HT 39614)
    Invalid - Missing reservation (In-Stay - HT 40131)


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


  1. Creator's Site ( Who Assigned the case to SR)*
    Concentrix Cairo
    IGT (Gurgaon)
    IGT (Manila)
    Sitel (El Salvador)
    Sitel (Manila)
    Sitel Cebu
    Teleperformance (Ayala)
    Teleperformance (Cairo)
    Teleperformance (Sucat)
    WNS (Bombay)
    WNS Iloilo
    WNS Manila
    Others
    Email from Customer/Non SR


  1. If SR, what is the ID of the creator (e.g. ILOPreyes)?*


  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. Refund Processed?*
    Yes
    No


  1. Amount of Reservation/Waiver Amount Request? (In USD)*


  1. Case closed or rescheduled?*
    Closed
    Rescheduled


  1. VNext Assigned Queue*
    Email_Retail_US_EN
    Mixed_Retail_EN_Price_Match
    SR_Retail_EN_Lodging_Waivers
    SR_Orbitz_US_EN_Mixed_Loyalty


  1. FOR VNA/Waiver Request Status ONLY
    (Choose NOT a VNA otherwise)*
    Transfer to relocation
    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 Call Attempt - Vendor Instructed to Email
    2nd Call Attempt - No contact - Update Customer
    2nd Call Attempt - Vendor Instructed to Call Back - Follow-up
    3rd Attempt- Approved
    3rd Attempt- Denied
    3rd Attempt - Still no answer after multiple attempts - Auto deny
    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
    NOT a VNA Case (Email Queue, BPG or Loyalty)


  1. IF Loyalty or BPG Case ONLY
    (Please track accurately)
    BPG- Approved
    BPG - Denied
    BPG - Additional Info Needed
    BPG - Customer Denial Appeal/ Dispute***
    Loyalty - Approved
    Loyalty - Denied
    Loyalty - Duplicate
    Loyalty - Customer Denial Appeal/Dispute***
    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 after 3rd Attempt- No contact/response from vendor
    Vendor Instructed to Call Back - Approved
    Vendor Instructed to Call Back - Denied
    NOT a VNA Case
    Already resolved by phone agent
    Already resolved by another Offline Agent
    Assigned to 3rd Attempt (Last Attempt)


  1. Name of Vendor (e.g. The STRAT Hotel, Casino & Skypod, BW Premier Collection)*
    *


  1. Waiver/VNA Denial Reason*
    Denied via phone call
    Denial receive via email
    VNA/Multiple follow attempts in HT26087
    N/A - Not denied or non VNA


  1. Denial Approved by supervisor (e.g. ilorperez)*


  1. If BPG is Denied, what is the denial reason?
    ***For BPG Denied Only***
    Submission Deadline not Met
    Incomplete Validation Requirements
    Invalid/Unclear Screenshot
    No Attachment/No URL
    Cancelled/Changed Booking
    Competitor not part of the valid list on HT 40123
    Unable to validate real-time
    Incorrect validation requirements


  1. If BPG denied due to Competitor not part of the valid list on HT 40123, what is the competitor website?



  1. Comment (Any relevant information that's not in the choices above) - Put N/A if none*


  1. Is this a repeat case? (regardless of reason)*
    Yes
    No


  1. Which Site was the last email from?*
    CAI
    ILO
    SAL
    SCT
    SCB
    WMN
    IMN
    CAR
    MNL
    DEL
    MUM
    MRU
    CEB
    SMN
    Others





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