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Name
:
A red asterisk (*) indicates required questions.
UID
*
Itinerary Number
*
S-case ID
*
FCR ?
*
Yes
No
Product
Activities
Hotel
Car
Air
Package
Others
*
Brand
Travelocity
Orbitz
Cheaptickets
Others
*
Intent
Change
Cancel
Reconfirm
Billings and Refunds
Booking
Complaint
Others
*
Vendor Name
*
Star Rating ( Hotel )
*
Booking Amount ( $ )
*
Travel Date MM/DD/YY
*
Trip Stage
Pre-Stay
In-stay
Post-stay
N/A
*
Penalty Stage
Inside Penalty
Outside Penalty
N/A
*
Waiver requested?
Yes
No
N/A
*
Waiver approved?
Yes
No
VNA
N/A
*
If approved, how many attempts were made?
1
2
3 or more
N/A
*
Issue Resolved
Yes
No
*
If not resolved, why?
Agent-driven
Customer-driven
Process-driven
System issue
Tool limitation
Transferred call
Vendor experience
Vendor policy
VNA
Others
N/A
*
For Tier 2 Handling?
Yes
No
N/A
*
Tier 2 Handling Type
Tier2 - Consult
Tier2 - Process
Tier2 - Escalation
Support - Process
Support - Escalation
N/A
*
Tier 2 Handling Reason
Complaint - Agent Error
Complaint - Subjective Error
Complaint - Vendor Policy/Service
Complaint - Website Error
Coupon
Onset Escalation
Net Rate Disclosure
Payment/Charges Inquiry
Price Guarantee/Price Match
Policy/Tool Limitation
Refund Inquiry/Follow-up
Relocations case
Rewards/Loyalty Program
Transaction Processing
Voyager Error
Others
*
Tier 2 Call Sub-reason
*
Travelocity Lodging
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