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Reschedule SOP: Client-Initiated Reschedules

Purpose:

Follow this SOP for when Clients request a new date/time for their tour. There are slightly different processes for rebooking/rescheduling depending on the tour type.

Related Cards:

Two 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 - 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 CLIENT-INITIATED RESCHEDULES

  • Client emails asking to reschedule
    • Whether or not the client knows their new date/time, we still need to generate a reschedule link from the sched walk to process their request.
      • This ensures that they have the most up-to-date availability info and that we have their written permission to charge additional fees.
    • Sched Walk Level:
      • Comment on any open tasks to hold for a client reschedule
      • Remove the guide if appropriate
      • Generate the reschedule link and follow the below prompts
        • include tour price difference: yes (auto-selected)
        • include reschedule fee: yes (if within 30 days of SD)
        • include new ticket disclaimer: yes (if there are tix on the tour)
          • You will need to calculate the new ticket cost manually
            • Tip: check out the ticket linked products on the order page for the amount. Make sure to input it as the USD rate, as that is how it will appear to clients.
          • Include a note regarding the ticket charges.
      • Create a client reschedule request task
          • Client reschedule requested
          • Original tour date & time
          • Link sent, wait for order-level task to proceed
          • Be sure to link the email thread in the reschedule task
  • Once a new date/time is selected and fees agreed to, an order level task will populate.
    • Reschedule request recieved for Geisha District Night Tour: Exploring Gion. The client agreed to a rescheduling fee of $50.00, custom fee $80.00 for new tickets, and tour price difference of $69.37 for switching to a private tour on 13-Aug-2025 (Wed) @ 5:00 PM. Please follow the SOP to complete the processing of this request.
  • 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
        • Reinstate the fulfillment tasks and add comments to buy new tix or update car/headset provider of the change
    • Order Level:
      • Add reschedule fee
      • Cancel old ticket line items if applicable
      • Add new tickets if applicable
      • Add/refund tour difference if applicable
        • Make sure that you're adjusting the cost so that it matches the original booking amount, whether by adjusting the exchange rate or the tour line item cost.
      • 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:
      • Are there other clients on the tour?
        • Yes: do nothing here, return to order page
        • No: close out all tasks, remove guide, and alert any car/headset providers of the cancellation.
    • Order Level
      • Add reschedule fee
      • Cancel the original tour line item
      • Rebook the clients on their new group/shareable tour of choice
      • Add/refund tour difference if applicable
        • Make sure that you're adjusting the cost so that it matches the original booking amount, whether by adjusting the exchange rate or the tour line item cost.
  • Once fulfillment is complete, double check that all is charged and follow up with the client to confirm their tour.

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