To provide excellence in customer services, it is critical that our Concierge Hosts are able to contact our customers before arrival and help them prepare for their stay.
Unfortunately, any reservation with incomplete details cannot be accepted and, any booking failing this requirement will sadly be cancelled.
As a workplace, its essential we take steps to protect our team and our customers to reflect requirements in legislation around safe workspaces. In our experience, customers arriving without key information caused by your failure to supply contact information to us often throw temper tantrums and become abusive and threatening, characteristics that are unacceptable in 2019.
Our minimum requirement for a booking remain unchanged, all bookings must have:
• A valid email address
• A valid phone number, preferably a mobile phone number
If booking providers cannot provide this or, are simply refusing to supply this, we will terminate any booking this affects. We note, we do accept aliased email addresses that forward to the customer however, generic or ‘catch-all’ email addresses are not acceptable.
As new bookings are received, our phone concierge team will complete a new booking audit. Those bookings with a generic email address such as email@example.com
, @webjet.com.au, @affinityholidays, @traveloka, @corporatetraveller, @flightcentre are to follow this process
- Hold the ticket as open
- Reply with the template 'direct contact details required'
- If no response within 24 hours, call the booking agency and ask them to intervene, advising the booking will be terminated if we cannot get contact details
NOTE: Carefully check for email addresses with the word 'travel' in them, these fall into this category