Reschedule SOP: Requesting FX - Initiated Reschedules

Purpose:

This is the SOP for when Context cannot confirm a tour due to supply and needs to reschedule or rebook. FX should follow this workflow to alert CX that we need to reschedule. CX should follow this workflow to reach out to clients to get alternate availability and communicate it with FX.

Related Cards:

• Reschedule SOP: Requesting CX - Initiated Reschedules
• Reschedule: Processing Private Tour Reschedules SOP
• ADMIN: How to Cancel Proposals & Orders
• ADMIN: Crediting + Refunding Orders
• Admin Quotidian: Available Tours Tool
• FX Team: Blocking and Sweeping

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 and tours with Inventory Guides 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 - FX and CX need to utilize the comments on these tasks to preserve the threaded conversation - 1 topic = 1 task w/ comments.

HOW TO HANDLE FX-INITIATED RESCHEDULES

FX START HERE

When FX is unable to confirm a booking for the original booking date & time we will follow the below SOP:

A - MAKE SURE WE'VE TRIED ALL AVENUES BEFORE RESCHEDULING

• Check the fridge to see if there are tickets that can be utilized.
• Check for any tetris options or rejection/expiration blocks on guide calendars
• FX Team: How to Handle Rejections

B - ADDING BLOCKS.

FX Team: Blocking and Sweeping

• If you cannot fulfill a tour, that means it needs to be blocked either on the product or venue level!!
• Caution: Is this a group tour / shareable that cannot run?
• If yes: mark the tour as unbookable before blocking it on the product/venue level. We need to do this as product/venue level blocks will not prevent clients from joining already open group and shareable tours. This step is replacing the previous SOP of blocking the open slots on the group tours. LOOM
• 

C - TASK SET UP -

• Set a task on the sched walk to the appropriate team depending on the region. Make sure the category is set to ‘reschedule’. Important: If the client names are 'Airbnb Guest', please note this in the task!!

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!

*if FX can provide it* Notes and links to the available tours tool

D - ASSESS IF YOU NEED TO UNASSIGN THE GUIDE

• Full Time staff only - Konecta please be sure to leave a comment on the guide assignment task for us!
• Unassign the guide if it is a private or small group/ shareable tour
• Inventory Guides: you will need to "detach" them from the sched walk.

E - REVIEW OPEN TASKS

• Complete any open 'fulfillment' tasks on the sched walk if you are requesting a reschedule on a small group tour
• Reopen and update ALL fulfillment tasks on the sched walk with the below comment
• Tasked CX to reschedule

F – Update order notes to reflect the rescheduling changes

CX START HERE

2 - Airbnb clients need to be processed differently. Please see Airbnb Reschedules for the SOP before proceeding.

CXA receives the task, checks for alt availability in admin, and then reaches out to client/TA

A - use appropriate macro

• Client - Request for Alternate Availability (FX Initiated Reschedule)
• TA - Request for Alternate Availability - PRIVATE TOURS (FX Initiated Reschedule)

B - Caution: Is this a group/ shareable that cannot run? If yes, please double check that the sched walk has been marked unbookable. This step replaces the prior SOP of blocking the remaining open slots to prevent further bookings. LOOM

Note: this applies for FX driven reschedules ONLY, as we know the tours are not fulfillable.

3 - If the client/TA cannot confirm any alternative availability, CXA/AXA needs to cancel the tour and provide a full refund. Please follow ADMIN: How to Cancel Proposals & Orders

4 - If client/TA provides alt availability, CX does one of the following:

A - if it is a standard private tour, comment on the task with alternative availability

• FX will then process the reschedule following Reschedule: Processing Private Tour Reschedules SOP

B - if it is a small group/ shareable tour,

• cancel original line item following ADMIN: How to Cancel Proposals & Orders
• Add new tour to order, update the pricing to match the original line item by modifying the exchange rate, following Admin Operations: Price Adjustments. Repeat this for tickets, tasting fees and all other incidentals that are linked to the new line item.
• Refund the original line item, including all incidentals, to credit.
• Process new payment using the credit to cover the costs of the new line item. If there is an outstanding balance because the clients switched to a private tour, charge the credit card on file.
• Send client new confirmation email and receipt
• Ensure a detailed order note with all front links is left