How to Handle Partner OTGs
Partners TOURS ARE:
Italy ; P2S (Sicily tours), Last Supper/Milan, Jewish tour in Rome, Cinque Terre Experience
Croatia
Last Supper/Milan
Morocco
Iceland
Exclusive Private Tea Ceremony with a Geisha tour (due to the cost of the tickets)
Exclusive Early Morning Tower of London Tour
GENERIC INTRODUCTION
- We communicate directly with the partner, not the guide.
- MCC does not open for these tours
- The clients do not always receive the phone number of the guide, it depends on the partner, but the guide is able to see the client's number. We don't have the guide email address as we do for our guides.
What are the steps of communication with partners?
- Guide -> DMC contact -> CX -> Client/TA
- Client/TA -> CX/AX -> DMC contact -> Guide
COMMON ISSUES:
Main communication channel with partners - email
Where to find partners’ contact - GURU
Who started the conversation | Issue | Solution |
Guide | Missing ticket (trains only for Cinque Terre) | 1) The guide will contact the partner’s office 2) The partner will contact Context 3) Forward the missing ticket to the partner’s email |
Client (through CX) | Arriving late/Can’t find the meeting point | 1) CX sends an urgent email to the partner and call them if necessary so they can inform the guide. Partner details can be found in the how to's. 2) If provided CX shares the guide's phone number so clients can reach them directly |
Client (through CX) | Can’t find the guide, the guide is not replying | 1) CX emails and calls to the partner |
Client (through CX) | Cancellation (same day) | 1) CX sends an urgent email to the partner informing them about the cancellation and call if necessary. Partner will inform the guide |
Guide (DMC through CX) | Cancellation (guide is sick, no replacement) | 1) Partner informs Context 2) CX informs the client about the cancellation |
Guide (DMC through CX) | Guide replacement (same day) | 1) Partner informs Context 2) CX sends a message to the client with the new guide details. |
Client (through CX) | Change of meeting point, change of starting time | 1) CX pushes back on the client - all sales final within 48 hours. We can reach out to the partner exceptionally and try to accommodate. If not possible tour should run as planned or cancelled without refund. |
DMC (through CX) | Change of meeting point, change of starting time | 1) Partner informs Context 2) CX reminds DMC to get in touch with the client 3) CX sends a message to the client and calls if necessary. |