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Reschedule SOP: FX-Initiated Reschedules

Purpose:

Follow this SOP for when Context cannot confirm a tour due to supply limitations. There are slightly different processes for rebooking/rescheduling depending on the tour type. Ultimately, our goal is to process Context-driven reschedules as quickly as possible in order to retain client trust.

Related Cards:

Three very important points:

1 - There is a different workflow for handling group/ shareable and private tours. Please pay close attention!

  • group/ shareable tours get REBOOKED, not rescheduled!
  • Private tours can be rescheduled on the scheduled walk page and do not need to be rebooked.
  • Airbnb clients need to be processed differently. Please see Airbnb Reschedules for the SOP before proceeding.

2 - We must be diligent about adding partial and full-day blocks for ticket sell outs. Please see SOP on venue blocking FX Team: Blocking and Sweeping

3 - The Generate Reschedule Request tool has the same availability that is reflected on our website. A tour will show available only if there is at least an 85% chance of a guide accepting. There is also still a delay from the time blocks are set to them updating on our FE and the GRR tool.

HOW TO HANDLE FX-INITIATED RESCHEDULES

  • Unable to fulfill a sched walk due to lack of guide or tix
    • If you cannot fulfill a tour, that means it needs to be blocked either on the product or venue level!!
    • Set a task on the sched walk to the appropriate region. Make sure the category is set to ‘reschedule’.
      • FX RESCHEDULE NEEDED - Type of Tour
      • Tour Name
      • Tour Date
      • Reason (if the tour has multiple venues, it's good to call out which one is sold out!
  • CX receives the task and generates the reschedule link from sched walk and emails it to clients.
    • Generate the reschedule link and follow the below prompts
      • include tour price difference: yes (auto-selected)
        • There should only be price differences if clients are switching between tour types, however if the product cost has changed since the original booking date, we won't want clients to see that additional charge.
      • include reschedule fee: no
      • include new ticket disclaimer: no
    • Comment on the reschedule task with the front link with clients, and to keep an eye out for an order level task.
  • Once a new date/time is selected and fees agreed to, an order level task will populate.
    • Reschedule request recieved for Palazzo Vecchio and Medici History Tour with Skip-the-Line Tickets SW#367337. The client agreed to a rescheduling fee of $0.00, custom fee $0.00 for -, and tour price difference of $0.00 for switching to a private tour on 19-Sep-2025 (Fri) @ 9:30 AM. Please follow the SOP to complete the processing of this request. https://app.getguru.com/card/iAXoGnXT/RealTime-Alternate-Dates
  • Action from task:
    • Private tour
      • Sched Walk Level:
        • Comment on the open reschedule task with the client’s new date/time
          • “Client Response Received
          • New tour: private tour on 14-Aug-2025 (Thu) @ 8:00 AM.
          • please proceed with rescheduling.”
        • If processing the reschedule yourself:
          • Remove the guide, update the date/time, and reassign.
          • Move non-viable tix to the fridge
          • Update the fulfillment tasks to buy new tix/update car or headset provider.
      • Order Level:
        • Refund tour difference if applicable
        • If you are just handling the reschedule portion and not the charges, be sure to leave a comment on the order-level task for CX for them to handle the above.
  • Group or Shareable tour
    • Sched Walk Level:
      • Double check that the guide has been removed and that any car/headset providers have been alerted of the cancellation.
      • If that has already been handled, no further action is needed on the sched walk.
    • Order Level
      • Cancel the original tour line item
      • Rebook the clients on their new group/shareable tour of choice
      • Refund tour difference if applicable
  • Once fulfillment is complete, double check that all is charged and follow up with the client to confirm their tour.

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